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FAQ

Order & Payment Shipping & Returns Other Questions

Order & Payment

  • F: What are your payment options?
A:We accept payments from Paypal,Worldpay and Stripe.
PayPal accepts pay by Paypal.
Stripe accepts payments by ApplePay and credit cards (including VISA, MASTER, DISCOVER, AMEX, JCB, and DINER Club).
WorldPay accepts Visa, MasterCard, Visa Debit and MasterMoney.

  • F: How to order?
A:After you picked favorite items, then, please click 'Buy it now' and enter your personal information as required. Then, click 'Confirm & check out'. More details please click here.
  • F: Do you accept mail order?
A:No. We do not accept mail order to make sure we can manage every due at the time.
  • F: I paid already, but the order status still showing 'waiting for payment', why?
A:Our billing department will check & confirm all orders & payments in weekdays (Monday to Friday) only, so if you made the order in weekends, please don't worry about it and just wait until Monday's order confirmation procedures.
  • F: What can I do if I supply the wrong information like size and mailing address?
A:It's terrible, right? We often start making your order within 2 day when we receive your payment. Once the project starts, the product can't change any more.

If you realize the information is wrong, please contact us as soon as possible. For the mailing address, please send us your order number, the new address to support@pokemonkingdom.com, our staff will update the information.
  • F: Can I have the plush toy custom made?
A:Yes, please send us your ideas to support@pokemonkingdom.com then our staff will check it for you.

Shipping & Returns

  • F: What are your shipping costs?
A:Different countries with different shipping cost. We have three shipping methods: Standard Shipping, Express and Premium Express. The shipping cost will be showed on the page when you checkout, you can choose one which is fit for your time.
  • F: How long will it take for orders to arrive?
A:It's different:
Different time slots for different product.
Also, it will take time for the package travel from our office to your mailing address.
  • F: How about the delivery time?
A:We have three shipping methods: Standard Shipping, Express and Premium Express.
  1. Standard Shipping takes 20-30 shipping days
  2. Express takes 7-15 shipping days
  3. Premium Express takes 3-6 shipping days

  • F: What does 'one-time shipping' means?
A:All shipping fee charged is the shipping fee for one-time shipping only.
*If the order have to be sent twice (responsibility is on customer side), then customer will need to pay the shipping fee for the second delivery.
  • F: I need to ship these to two different addresses. Can I combine them into one order to save on shipping?
A:Unfortunately, shipping is charged per package, so all orders going to a separate address must be placed separately and shipping must be charged for each one.
  • F: What is your tax policy?
A:In order to minimize customers' costs, we will write a low value description on our shipment package; so that you do not need to pay extra tax.

Import Notice: Buyer is responsible for any import taxes charges (if any), at destination port. Buyer will be responsible for paying return shipping costs - for any shipment that is not accepted due to refusal to pay import fees. We can send your order with a low value invoice to help you avoid or reduce these costs, but it is not a guarantee.

PokemonKingdom has no control over import charges and does not have responsibility for the package meeting local customs taxes. When ordering from our site, you are considered the importer and must responsible for the import tax or any additional charges. You should contact your local customs office for further information because custom policies are different from country to country. If the package is subsequently returned to us, you will be responsible for the return shipping charges and the transaction fee of the total product purchase. Then the rest of the money will be refunded to you after we get the package back.
  • F: Returns & Refunds.
A:Returns must be made within 14 days of receiving orders.
We will offer 100% refund only of products which are defected, or sent by mistake.
We don't accept refunds for customize items, our plush tailor will start customizing the plush for you within 2 days after receiving your payment, it's impossible to cancel an order. Please make a careful decision.
Click 'Refund & Return Policy' for all details.
  • F: Why my package is delivered to the wrong address?
A:Please double confirm your shipping address left in "Order Confirmation Page" is correct. We will ONLY send packages to the address left in our Order Confirmation Page.
*PokemonKingdom will NOT use other shipping addresses (including the shipping information left in CCNow's, WorldPay,and Paypal order page), please make sure your mailing address in our Order Confirmation Page is correct after paid.
  • F: Can I get refund if the package is delivered to the wrong address?
A:1. PokemonKingdom will ONLY able to proceed refund if we sent the package to the wrong shipping address (which means our package shipping address does not match the shipping address in PokemonKingdom "Order Confirmation Page").
2. PokemonKingdom will NOT able to proceed refund if we sent the package to the correct shipping address (which means our package shipping address match the shipping address in PokemonKingdom "Order Confirmation Page").
  • F: How to check delivery status?
A:Once we ship your package, we will send you a delivery notification email (including tracking link & tracking number) directly; or, you can simply click 'Track Order' to check your order delivery status.
  • F: What is the refund & return procedure?
A:Please visit our Support Center, choose category 'Return & Refund' and submit the ticket with your order number, item received and attached with those photos. Then, we will help you directly.

Other Questions

  • F: Can you take a commission?
A:Of course! We can take all the commission. Please check our Commission Plush Toys Process Introduction or contact us via support@pokemonkingdom.com for further information.
  • F: How about the price for commission?
A:Our price is very reasonable! It will depend on the item design and the related materials. We guarantee to offer high quality tailor-made service with the deepest discount. Please feel free to send us your design via support@pokemonkingdom.com and we will give you the quotation and reply as fast as possible (most likely within 24 hours).
  • F: How to contact you?
A:Please feel free to contact us by submitting a ticket to our Support Center.
  • F: Why my ticket has no reply for 2 days?
A:During weekends, PokemonKingdom tailors, billing department, legal department, shipping department are all services closed; but we will provide limited Customer Support for replying customers' tickets about general issues. n_n
  • F: How to add the product into my favorite list?
A:You can add the item on the favorite list anytime you want. Please login first,you will see there is a 'Add to favorite' button under the product photos, you simply click it and the window tells you it is successfully added into your favorites list.Click here for step-by-step guideline.
  • F: How about the copyright & ownership of the comic pictures?
A:All comic pictures & design graphics are 100% reserved by the original designer or publishing company / party, we provide the tailoring services only.
  • F: Where do I send my ideas?
A:Submit a ticket to us at PokemonKingdom Customer Support,then our staff will check & tell you the quotation.
  • F: How much does my idea cost to produce?
A:Keep in mind that in developing your unique product, there are many choices (quantity,size,detail,etc.) that can affect the final price. Therefore it is helpful if you have a budget in mind that we can use as a starting point.
  • F: Do you make anything else besides Pokemon plush toys?
A:Yes. We can make hundreds of different items if you want. Contact us for more details via support@pokemonkingdom.com