WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all forms of major credit cards as well as PayPal payments.
I’M EXPERIENCING PROBLEMS PAYING. WHAT CAN I DO?
Oh no! Please try an alternative payment method or contact us at firstname.lastname@example.org and one of our representatives will help you as soon as they can!
HOW CAN I USE A VOUCHER CODE?
Voucher codes can be activated during the checkout process.
CAN I USE MORE THAN ONE PROMOTIONAL CODE IN MY ORDER?
No, you can only use one promotional discount in each individual order.
MY DISCOUNT CODE DIDN’T WORK?
Please check that you’re entering the discount code exactly as it appears (case sensitive) and check that the code is still in date and has not expired.
If it’s still not working, please contact us at email@example.com with your discount code and we will be able to advise you further.
SHIPPING & DELIVERY
WHAT ARE THE SHIPPING OPTIONS?
You can choose between different shipping companies. The shipping cost is auto-calculated at checkout based on your location. Please note, orders are currently experiencing significant delay times due to COVID-19.
WHEN WILL MY ORDER SHIP?
After an order is placed, it can take 1-3 business days to leave our warehouse. Business days are currently defined as Monday - Friday. Please keep in mind; orders placed after 5pm CT or on a weekend will begin processing the following business day.
DOES POKERBROS SHIP TO MULTIPLE ADDRESSES?
Unfortunately, you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.
I AM OUTSIDE OF THE US; CAN I ORDER ON POKERBROS.NET?
We are currently not accepting international orders at this time.
DOES POKERBROS SHIP TO MILITARY APO'S OR PO BOXES?
Currently, we don’t ship to APO/FPO/DPO, but we're working on it! Shipping to PO Box addresses is not guaranteed; please provide a physical address on all orders.
WHEN WILL I RECEIVE MY ORDER?
Your order should arrive within the time frame of your chosen delivery method, which you can double check in your order confirmation email. You will also receive a tracking link in this email so check this out for any delivery updates.
THE DELIVERY FRAME HAS PASSED AND I HAVEN’T RECEIVED MY ORDER
If the delivery time frame has passed and you’ve still not received your items, please contact us at firstname.lastname@example.org. Please make sure to send us your order number so we can investigate your order status for you.
Note: orders are currently experiencing significant delay times due to COVID-19.
WHERE IS MY ORDER CONFIRMATION?
Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders.
If you still cannot find this, please contact us at email@example.com.
CAN I TRACK MY ORDER?
Yes, you can. After your order has left our warehouse, you will receive an email notifying you of your tracking number. With that tracking number you can know where your order is and when it will be delivered in real time.
ARE YOU GOING TO RELEASE NEW ITEMS?
You can find future new item releases announced on our social media. Be sure that you have the "Follow" button clicked!
WHAT IS YOUR RETURN POLICY?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it,
unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.