FAQs
Ordering & shipping
Do you ship worldwide?
Yes, we currently ships all over the world, covering North America, South America, Europe, Oceania as well as most of countries and regions in Asia.
When can I expect my order to be shipped?
Under normal circumstances, upon order confirmation, we are committed to dispatching the goods within a time frame of 1 to 3 working days.
Kindly be aware that during conventions, sales events, holidays, or promotional periods, the time required for order processing may be extended.
How long will my order take to arrive after I've placed it?
We are acutely aware of the anxiety that can accompany the wait for your parcel.
The majority of orders are delivered within a 15 - business - day window following dispatch. It's important to note that business days are defined as Monday through Friday, excluding all holidays.
Typically, during non - peak seasons, following the dispatch of your package, it is expected to reach its destination within an approximate window of 8 to 16 working days.
If your in-stock order hasn’t arrived after 20 business days, please contact our team for assistance.
How can I check the order status?
When your order ships, you'll get a confirmation email with the tracking number. Use it to check your order status on our Order Checking Page or third - party sites like 17track.net.
If you have questions about the order status, contact our customer service. Provide the order number and relevant info, and we'll check and respond quickly.
Do you provide free shipping services?
Yes! We offer limited - time free shipping during special seasons or festivals each year. However, after the festivals, we provide free shipping for orders with a total amount of over $79 USD.
Should your order value fail to meet the established free - shipping threshold, a standard shipping fee of $5.95 will be applicable.
What to do if my order encounters a shipping delay?
We sincerely apologize for any shipping delays you've experienced. During holidays, peak seasons, or because of unforeseen logistical problems, certain orders might ship later than anticipated. Once your order is dispatched, you'll receive an email containing a tracking link. Thank you for your patience and understanding.
Should you have any queries or concerns during this period, please feel free to reach out to our customer service without hesitation. We appreciate your ongoing support.
Product
Product Inventory Situation
The inventory quantity shown on our website is updated in real time. If you find that the product you like is in stock, please place an order as soon as possible. Once the inventory is insufficient, the product may become unavailable for purchase.
If you have special requirements for the inventory of a certain product, such as wishing to make bulk purchases or purchase specific styles, please contact our customer service. We will do our best to coordinate for you.
Product Specifications and Sizes
There is detailed information on specifications and sizes on the product details page. You can choose the appropriate product according to your own needs. If you have doubts about the size, please contact our customer service.
Some products may have different colors, sizes, etc. Please carefully confirm the selected product specifications when placing an order.
Product Quality
We guarantee that all products we sell are brand - new, officially sourced genuine items with qualified quality. Each product directly comes from official channels, ensuring you receive nothing but authentic, top - notch merchandise.
What can I do to resolve the issue if there's a quality problem with my product?
Due to the nature of mystery boxes, we cannot guarantee that the officially - sourced products you receive will be entirely free of any imperfections. Such imperfections are rare yet objectively possible. If you receive a product with minor factory - originated flaws, please contact us. Although our return and refund policy does not cover products with official minor defects, we can offer you a relevant solution.
For product quality problems, we will handle them according to specific situations. If the product cannot be used normally due to quality problems, we will replace the product for you or provide a refund.
If I purchase two single - Box blind boxes of the same style, will the items inside turn out identical?
No, we ensure that the items you receive are different styles within the same series. If you do receive two of the same style, please contact us, and we'll provide a solution.
Payments & Billing
Which payment channels can I utilize?
We accept the following payment methods:
Paypal, Credit Card:Visa, MasterCard, American Express, Discover, Amazon Pay, Meta Pay, Google Pay, Shop Pay
Is the payment information I provide on Pokkii.com kept safe?
Yes, your payment info on Pokkii.com, hosted by Shopify, is highly secure. Shopify strictly follows PCI - DSS standards, encrypting all transactions. It uses advanced fraud - prevention tools, monitors payments in real - time, and updates security systems regularly. Rest assured, we prioritize your data safety.
What are the potential reasons for my payment to be declined?
If your payment is declined, it is typically attributable to straightforward errors. These may involve information typos, an expired billing address, or discrepancies in the following details:
- Card number
- Expiration date
- Security code
- Cardholder name
- Billing address
The declined charge may appear as a pending transaction.
Other frequent causes of payment failure are as follows:
- A mismatch between the payment location and your habitual residence.
- Transactions blocked by your credit card company. In case of suspected blocking, contact your credit card provider directly, as we are unable to assist with this matter.
If you have completed these checks and still require support, please contact our customer service team for additional help.