Shipping & Returns

Everything on this page is part of our Terms of Service. Questions? Email hello@pokepoke.app — we reply within one business day.

Shipping

Where we ship from

All pokepoke cards are printed to order by our production partner in Asia and shipped directly from there. We ship worldwide, with a handful of exceptions where carriers or sanctions rules prevent delivery.

Production time

Every card is made individually after you order. Please allow 2–5 business days for printing, quality checking, and packing before your parcel is handed to the carrier. Larger orders and periods of high demand may take slightly longer; we will email you if it does.

Production time is separate from delivery time. Total time to your door = production time + delivery time.

Delivery estimates

Once dispatched, typical delivery times are:

These are estimates, not guarantees. Customs inspections, weather, carrier backlogs, and holiday peaks (late November through early January, and Lunar New Year) can add one to two weeks. Delays caused by the carrier or customs are outside our control and are not grounds for a refund.

Shipping cost

Shipping is a flat $6.99 per order, worldwide, shown at checkout before you pay — there are no charges added afterwards. A custom card back, if you add one, is $4.99 per card on top of the card price. Larger orders may qualify for a bulk discount, which is applied automatically at checkout.

Tracking

Where the selected service includes tracking, we email you a tracking number as soon as your parcel is dispatched. Tracking can take 3–7 days to show its first scan, and some international services stop updating once the parcel leaves the origin country until it reaches your local network. This is normal and does not mean the parcel is lost.

If you did not receive a tracking email, check your spam folder first, then check your order history or email us.

Packaging

Cards ship in a rigid card protector inside a bubble-lined mailer to protect against bending and moisture in transit.

Customs, duties, and import taxes

You are the importer of record and are responsible for any customs duties, import VAT/GST, brokerage, or handling fees charged by your country. These are not included in the price you pay us and are collected by the carrier or customs authority, usually at or before delivery.

If you refuse to pay import charges and the parcel is returned or destroyed, we cannot refund the order. Please check your country's import thresholds before ordering.

Wrong or incomplete addresses

We ship to the address you enter at checkout. Please check it carefully — including apartment number, postal code, and recipient name.

• If you spot a mistake, email us within 12 hours of ordering and we will correct it if the order has not entered production.
• If a parcel is undeliverable or returned because the address was wrong or incomplete, or because nobody collected it, we can reship it once you pay the shipping cost again. We cannot refund the original shipping.

Split shipments

Multi-item orders may ship in more than one parcel and arrive on different days. You will get separate tracking for each.

Lost, delayed, and damaged parcels

Lost in transit

If your tracking has not updated and your parcel has not arrived, contact us:

• 30 calendar days after dispatch for domestic US orders;
• 45 calendar days after dispatch for international orders.

We will open an investigation with the carrier. If the parcel is confirmed lost, we will reprint and reship your order free of charge, or issue a full refund if you prefer. We cannot start a claim before these windows, because carriers will not accept one.

Parcels marked "delivered" by the carrier but not found: please check with neighbours, your building's mailroom, and your local depot first, then contact us within 7 days of the delivery scan so we can raise it with the carrier. We are not able to refund parcels confirmed as delivered to the correct address, but we will do what we can to help you trace them.

Damaged or defective on arrival

If your cards arrive damaged, misprinted, miscut, or materially different from the design you approved, email hello@pokepoke.app within 7 calendar days of delivery with:

1. Your order number;
2. Clear photos of the damaged or defective cards;
3. A close-up of the specific problem;
4. A photo of the outer packaging and shipping label.

We will reprint and reship the affected items at no cost, or issue a full refund, at your choice.

You do not need to send anything back. Because every card is made to order and cannot be reused or restocked, we resolve damage and defect claims from your photographs alone. Please keep the affected cards and the packaging for 30 days in case we need to follow up, but do not post them to us — we do not process physical returns and we do not pay return postage.

Returns and refunds

All custom cards are final sale

Every card we print is personalised and made to your individual order, so it cannot be resold or restocked. For that reason we do not accept returns, exchanges, or refunds for change of mind, including:

• you no longer want the design;
• you chose the wrong artwork, name, stats, or template;
• typos, spelling errors, or wrong details in the design you approved;
• you uploaded a low-resolution or blurry image and the print reflects that;
• the printed colour differs slightly from what you saw on your monitor;
• minor variation in cutting, centring, gloss, or finish;
• the card is not usable in official tournament or organised play (our cards are unofficial custom collectibles and never were);
• the order arrived later than the estimate.

Under US law, and under the EU/UK exemption for goods made to a consumer's specification, personalised items are excluded from the standard cooling-off/withdrawal right. This does not affect your rights if the product is faulty or not as described.

When we will refund or replace

We will reprint or refund if:

• the item arrived damaged in transit;
• the item is defective or misprinted due to a production error;
• we sent you the wrong item;
• the item is materially different from the design you approved;
• your parcel is confirmed lost by the carrier.

Claims must be made within 7 days of delivery (or within the lost-parcel windows above) with the photographic evidence listed earlier.

Tokens

Token packs are digital credit for AI generations. An unused pack can be refunded within 14 days of purchase; once any token from it has been spent it is non-refundable. A generation that fails refunds its tokens to your balance automatically.

Cancelling or changing an order

Email hello@pokepoke.app with your order number as soon as possible.

• Within 12 hours of ordering and before production starts: we will cancel and refund in full, or make the change you need, free of charge.
• After production has started: the order cannot be cancelled, changed, or refunded, because the cards have already been made for you.

We will always tell you which of these applies to your order when you write to us.

How refunds are issued

Approved refunds go back to your original payment method. Allow 5–10 business days for the refund to appear, depending on your bank or card issuer. We refund the price of the item and, where the whole order is at fault, the shipping you paid. Original shipping is not refunded on partial refunds.

Return shipping

We do not operate a physical returns process, and we do not pay return postage.

Our cards are personalised and made to order, so a returned card has no resale value and cannot be restocked. Where something has gone wrong on our side, we settle it by reprinting your order or refunding you on the basis of the photographs you send us — which is faster for you than posting an international parcel back to us and waiting for it to arrive.

If you post an item back to us without our written agreement, you do so at your own cost and risk. Doing so does not create any obligation for us to issue a refund, and we cannot return items sent to us this way.

Before you file a chargeback

Please talk to us first. Almost every problem — a delayed parcel, a misprint, a wrong address — is something we can fix quickly with a reprint or a refund. A chargeback filed without contacting us costs us fees and takes months to resolve, and we will dispute chargebacks for orders that were delivered as described or that fall under the final-sale rule above.

Email hello@pokepoke.app and give us a chance to put it right.

Contact

Increvate LLC 75 E 3rd St, Sheridan, WY 82801 Email: hello@pokepoke.app Response time: within one business day

pokepoke produces unofficial custom collectible cards. We are not affiliated with, endorsed by, or associated with Nintendo, Creatures Inc., GAME FREAK inc., or The Pokémon Company International.