FAQ

Have any questions? We've listed some common questions or concerns below, if you need additional help please select contact us and we will get to you as soon as possible !

what precautions are being taken regarding covid?

during this time pokettoni is being mindful of the pandemic when packaging your orders, however, pocket (the artist fulfilling orders) does work with the general public along with running this shop. we recommend to quarantine your products for a few days just to be safe. some countries at this time do not accept mail due to the pandemic, if this is the case for your order we will reach out and refund you the cost.

my package is not here yet what do i do?

please check your email for a tracking number to see when your package is expected. during this time the postal service is experiencing heavy delays so please give your package a few more days if it is running late. if your product has not arrived a week from the given date, please reach out to your local post office or file a help ticket for lost packages on the USPS website. If you still cannot retrieve your package please reach out to us.

do you ship to the EU?

in 2021 the EU has passed new laws that require overseas businesses to register for VAT and pay a hefty 20 percent tax on products sold. after looking into the process we have decided to exclude shipping to the EU on our official site, we are deeply saddened to have to do this to our EU customers. however, we do host an etsy shop where we can ship to the EU. etsy personally handles the VAT, making it much more safe and simple for overseas businesses. you can find our etsy shop here. while we are working to add our products to our etsy page they are not all available at this time, if you'd like an item that is not listed you can contact us and we will set up a personal listing for you to make your purchase.

We currently cannot ship at all to Germany due to the LUCID laws.

do you accept returns/refunds?

we will accept returns or refunds at no cost to you IF: we have made an error in your order OR the product has been damaged or is defective. If this is the case please reach out to us with photos of the issue so that we may determine if the product is eligible.

other returns and refunds: If you have simply changed your mind and no longer want the product we will accept a return, however we will ask for the product to be sent back to us by the buyer and we will not refund the initial shipping cost.

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