PLACING AN ORDER
How do I place an order?
- Browse our categories or search and choose your item(s) of favor.
- Click on the “Add To Cart” button to add the required item(s) to your shopping cart.
- Click on the “Check Out” button and enter the required billing and shipping details on the displayed page. You will be taken to the checkout page where you can follow the instructions to enter your payment details and complete the transaction.
- International customers can pay through Paypal using credit cards, Paypal accounts and other payment options supported by Paypal.
- As soon as your payment is processed through the payment gateway, you will redirected to our site where you can check your order details.
Can I place an order without creating an account?
Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account.
Where do I apply a coupon/promo code in order to receive my discount?
Tap the cart icon in the checkout and enter where promted. This will apply your valid coupon code to the billed total.
How do I check my order status?
You can click on “My Account” and check the order status. Your order will be marked as “Shipped” once it is dispatched and you will also receive a shipping confirmation email along with the tracking number (if available).
How do I know whether my order has been successful?
As soon as your payment is processed through the respective payment gateway, you will be redirected to our store and greeted with a Order Status page. You will also receive a confirmation email. Check your spam folder in case you do not see the confirmation email.
What happens if my shipping information is incorrect or has changed?
Unfortunately we cannot guarantee address changes if the order is already in production. If you would like to check if it’s possible to change your shipping address, please Contact Us or email crystalpokeverse@gmail.com with your order number and updated shipping address. If your package has already been shipped, please contact the shipping provider and ask them to update the shipping address. If the package is returned to us, we will email you and let you know.
Can I cancel my order?
In most cases we cannot guarantee cancellations after your order has been shipped. If you would like to check if it’s possible to cancel your order, please contact us or email crystalpokeverse@gmail.com no later than 24 hours of order placement, with your order number and request for the order to be cancelled.
SHIPPING
Do you ship internationally?
Yes, we have customers across the globe and we ship worldwide to almost all countries.
How Long Does it Take to Process & Ship Out My Order?
Items are processed and shipped within 5 - 7 business days after your order has been placed depending on the product(s). Our Crystal Pokeballs are handmade and made to order. Please note that processing time is separate from our provided shipping times.
How do I track my order?
Once your order is shipped, you will receive an email with the tracking number along with the appropriate tracking link. You can then track the packages on the respective websites of our shipping partners.
Alternatively, you may visit our "Track Your Order" page. Here you'll be prompted to enter the tracking number provided in said email and track your package's location.
I haven't received my order yet, what should I do?
**Please be aware of our current Shipping & Delivery times.
In most of cases where an order is being shipped to a company or commercial address, delivery agents are not allowed to hand deliver the packages directly to the consignee or contact person. In such cases check with your courier department/ mailroom or security at the entrance who accepts all the packages on behalf of your company.
If you order is being shipped to a residential colony or apartment, check with the security or concierge at the entrance if they have your package.Also check your order confirmation e-mail to see if your shipping address is accurate. If you notice a mistake, please contact our customer support immediately. It may also be a good idea to contact the respective shipping partner to get the exact status of your package. International orders may take approximately 15-30 business days to get delivered. So maybe it's just a matter of time.
if you still have not received your order after giving it some ample time to arrive, please contact us for assistance.
What about customs or VAT?
Crystal PokeVerse is not responsible for the payment of customs or VAT fees. The fee varies by country and we are unable to calculate this in advance.
What happens if my package is returned to sender or refused?
For items returned to us due to an undeliverable address or issues with customs, please Contact Us for replacement options. Refunds can also be issued for the net price of your item(s) minus the shipping charge. Shipping fees will be charged in these instances.
PAYMENTS & BILLINGS
Is it safe to shop on this store?
Yes, as safe as it can get. We DO NOT access your credit card or any other payment information or store it in anyway. Your payment information is processed through the highly secured servers of Paypal who ensure the maximum safety for your payment credentials.
Moreover, this website is secured using trusted Secured Socket Layer. This ensures that all information you send us via the internet will be encrypted using a 128 Bit SSL security.
Which payment methods are supported?
All payments are processed through the highly secure payment gateways of our payment partner PayPal. Customers can pay through Paypal using your their Paypal account, and other payment options supported by Paypal such as Visa, Mastercard, Credit and Debit Cards and more.
Which currency will I be charged in?
All charges are processed in Canadian Dollars. Upon checkout, you will see the price estimated in the currency of your country according to the current exchange rate.
Note: prices may vary in accordance to the time the charge processes in our system due to the exchange rate.
What are the exchange rates?
Differences in prices may vary according to the time an order is placed, and the time the payment is processed. When an order or refund is processed, it will be generated in Canadian Dollars. Crystal PokeVerse is not responsible for differences in exchange rates from when an order is placed, the payment is processed, or when a refund is processed.
Why haven't I received my refund?
Refunds can take up to 10 business days to appear on your statement, depending on how your bank or financial institution processes them. If we processed a refund and you have not received a refund after 10 business days, contact your Bank or Credit Card Company to see if the refund is still pending. Currency exchanges may take longer than 10 business days.
If you have contacted your Bank or Credit Card Company and you still have not received your refund, please contact us at crystalpokeverse@gmail.com
RETURNS & REFUNDS
Do you offer a return policy?
We want you to be satisfied with your purchase.
We offer returns or exchanges for all orders, following the below criteria:
- Must be 45 days or less from original date of shipment
- Products must be in original condition
To request a return or exchange, simply email crystalpokeverse@gmail.com with your full name, order number, & reason for return/exchange. Make sure you indicate which item(s) you would like to return/exchange. After that, a sales associate from will contact you with information on returning/exchanging your product. Please contact us prior to sending a return or exchange.
If you're unsatisfied with your purchase after 30 days, get in touch with us. We'll do our best to find you a solution!
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
How do I return the package?
You should safely pack the order and return it back to us using a shipping service with pre-paid shipping. Please contact us before returning the item(s). Any packages returned to us without prior contact won't be accepted.
How long will it take to receive my refund?
Once we receive your returned package, your refund will be processed within 1-2 business days. Once the refund has been processed, please allow up to 5-7 business days for it to appear in your original payment source used. In some rare cases, it may take up to 10 business days for the refunds to be credited depending on your payment source.