Please note that there may be certain orders that we are unable to accept and must cancel. Pokestores.com reserves the right, at sole discretion, to refuse or cancel any order for any reason. Some situations that may result in your order being canceled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is canceled or if additional information is required to accept your order.
Pokestores.com is not responsible for late deliveries for special occasions, such as birthdays, or other events. We encourage customers to place their order in advance to ensure there is enough time to receive their item.
Both parties agree that, following order dispatch, transportation is the sole responsibility of the third-party logistics provider. During this stage, full ownership of the product(s) belongs to the buyer; all associated liability and risks during transportation shall be borne by the buyer. All orders reported as “delivered” by shipping companies are considered delivered. Pokestores.com cannot be made liable of non-delivery in this case.
While Pokestores.com strives to provide accurate product and pricing information, pricing or typographical errors may occur. Pokestores.com cannot confirm the price of an item until after you order. In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, Pokestores.com shall have the right, at our sole discretion, to refuse or cancel any orders placed for that item. In the event that an item is mis-priced, Pokestores.com may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellation.
Pricing in Different Currencies
Pricing of products sold by Pokestores.com is based upon figures calculated in U.S. Dollars (US$). Prices displayed in other currencies are converted from U.S. Dollars according to the most up to date conversion rates. Due to fluctuating currency values, prices displayed in non-U.S. denominations of currency on the Site, other than on the individual product page, may not be the most current. Areas of the Site where non-U.S. denominations of currency might be inaccurate include, but are not limited to, promotional banners, promotional pages, and information on product category pages. The price displayed on an individual product page, regardless of currency denomination, is the current price you are liable to pay to Pokestores.com, excluding shipping.
Under this agreement, the payment processing services for goods and/or services purchased on this website are provided by Pokestores.com company.
In the event you choose to pay with credit card and the payment will be processed via a European Acquirer, these terms are an agreement between you and Pokestores.com. For any other type of purchases, these terms are an agreement between you and Pokestores.com and goods and/or services will be delivered by Pokestores.com directly.
This site may contain links to other sites on the Internet that are owned and operated by third parties. You acknowledge that Pokestores.com is not responsible for the operation of or content located on or through any such site.
You agree that Pokestores.com’s remedy at law for any actual or threatened breach of this Agreement would be inadequate and that Pokestores.com shall be entitled to specific performance or injunctive relief, or both, in addition to any damages that Pokestores.com may be legally entitled to recover, together with reasonable expenses of any form of dispute resolution, including, without limitation, attorneys’ fees.
No right or remedy of Pokestores.com shall be exclusive of any other, whether at law or in equity, including, without limitation, damages injunctive relief, attorneys’ fees and expenses.
No instance of waiver by Pokestores.com of its rights or remedies under these terms and conditions shall imply any obligation to grant any similar, future or other waiver.
Please note that packed or shipped orders cannot be canceled or changed. Only orders that are paid, processing or partially shipped may be modified. Please contact our dedicated customer service team as soon as possible if you would like to cancel a shipped order. Our agents will help you the best they can, however, if an order cannot be canceled, please accept the package and refer to our warranty page.
Customer Code of Conduct
At Pokestores.com we are always here for our customers and will do our best to resolve all issues to customer’s satisfaction in a polite, professional and amicable way. Thus, we will not tolerate any unacceptable or unreasonable behavior towards our Customer Service Team members.
Unacceptable behavior directed towards Customer Service staff or Pokestores.com may, for example, include but not be limited to any of the following:
-Aggressive, abusive and threatening behavior. Examples include: any and all direct or implied threats on any communication channel; intimidating language; personal and verbal abuse; sexist, racist, homophobic, or derogatory remarks; rudeness; inflammatory statements; swearing; and unsubstantiated allegations.
-Persistently making habitually demanding or vexatious complaints, despite the matter having been fully addressed; similarly, repeating complaints persisting despite reasonable and fair solutions being offered in accordance with our policies.
-Asking, expecting or demanding staff to breach established company policy guidelines, e.g. refund amount, time-frame, special compensation, etc.; similarly, seeking an unrealistic outcome beyond the scope of our own policies and procedures. By default, the refund amount cannot exceed the original order amount paid to Pokestores.com.
-Repeatedly changing the nature (or focus) of a complaint or the desired outcome, part way, after a formal response has been provided.
-Excessive number of complaints compared to the total purchase value history. Including opening an excessive number of Live Chat or tickets.
For such behavior, complainants may be advised and formally notified of the following:
-Their language is considered offensive, abusive, threatening, and wholly unacceptable.
-They must refrain from using such language, intimidation, and threats.
-There will be no further exchange of correspondence on the matter if they persist with this behavior.
-Pokestores.com reserves the right to no longer accept orders from the customer in the future without further notice.”
Pokestores.com Complaint Escalation Process
This process applies strictly to Customer Service issues. For separate legal issues such as copyright, please refer to our legal window here :
If the customer is dissatisfied with the solution offered by our Customer Service, the customer may contact our Customer Service Supervisor by submitting a new ticket in “submit a formal complaint” section as follows:
Contact us > Submit a ticket > Select Warranty & R.M.A enquiries > Submit a formal complaint.
Please contact us within 3 months from the shipment date if you still have not received your package when shipped via standard, flat rate or priority shipping. For Latin America this deadline is extended to 4 months for postal deliveries. All expedited delivery issues must also be reported within 3 months from the shipment date. After this period, we will no longer be able to offer compensation. Kindly note that packages shown as delivered on the shipping courier’s website by expedited shipping method are exempt from this policy.
We respond to all complaints within 48 hours except on weekends and public holidays.