With shipping insurance:
If shipping insurance is purchased with your order, PokéPlate will offer refunds or replacements if your package is lost or its contents are damaged with picture proof.
For a package to be considered lost, there must be NO delivery scan or pick-up notification in your tracking number. If tracking number indicates that your package has been delivered or that it is/was available for pick-up at any point, we cannot consider your package lost.
For a package to be considered damaged in transit, there must be picture proof that the order arrived to you in conditions that were clearly caused by the shipping company. If package has been opened by you, we cannot verify that it the damage was on behalf of the shipping company.
Without shipping insurance:
PokéPlate will offer refunds or replacements in the following cases:
- Order was lost or returned due to an incorrectly printed address on PokéPlate's part (address on the label is different from the one on the order).
- Missing/wrong items due to a logistics error on PokéPlate's part.
PokéPlate will not offer refunds or replacements in the following cases:
- Items were damaged during transit due to mishandling of the shipping company (package left in the rain, bent to fit mailboxes, etc).
- Order was delivered to an old address (without being returned) due to the buyer not informing the change to PokéPlate by the cut off date. The cut off date will be announced on Twitter and via email closer to the shipping period.
- Order was delivered at a wrong address (without being returned) due to an incorrect address provided by the buyer on their order.
In cases where an order is returned to PokéPlate due to a mistake on the buyer’s part (such as an incorrect address on the order, no one to receive the package after several delivery attempts by the shipping company, etc), the buyer can opt to have the package resent to them if they pay for shipping again. If the buyer does not wish to pay the shipping fee to have the package resent, they will only be refunded the value of the product.
PokéPlate reserves the right to refund or cancel any orders that do not follow the Terms and Conditions.