Smooth Rock

When will I receive my order?Your order will be prepared as soon as we receive your order. Normally, the link code will be provided within 5-10 minutes. Our average delivery time is less than 5 minutes!

The delivery may delay due to unexpected reasons. We will inform you via email and live support when the delivery is interrupted. You can reach us by email or our 24/7 Live Support.Possible reasons for order delays:- Server is updating/fixing/maintaining.- Internet connection interruption- Order information error- Short of stocks because of huge needsPossible reasons you do not receive the order confirmation:- The email is mistagged to your spam folder.- Your email server blocks our emails.You can contact our 24 hours Live Chat to check your order status.If you registered as our member, you can log in to your account and check your order status.Why did I only receive a partial delivery?It occurs when your order is too large. We need to deliver several times. But no worries, your entire order will arrive within the promised time.If your order is only partly delivered due to unexpected reasons, like network/server problems. Contact us via Live Chat or email. We guarantee the rest part will arrive as soon as possible.

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When can I ask for a refund?

•The delivery has not taken place yet.

•The goods are partially delivered, but the delivery cannot continue due to objective reasons.

•No refunds once the order has been delivered.

•If the customer mistakenly places an order believing it is for Pokémon GO, Pokémon Home, or Pokémon Champion a $1.50 transaction fee will be deducted from the refund, as we do not support Pokémon GO, Pokémon Home, or Pokémon Champion.

•If a customer requests a customization that is not available in the game, a full refund cannot be provided as this is a request for something that does not exist in the game.

•A full refund as store credit is available.

•If a refund to the original payment method is requested, a $1.50 transaction fee will be deducted.

•Transaction fees are non-refundable unless the refund is due to a clear mistake or fault on our part.

How can I ask for a refund?

Contact our 24/7 Live Support Chat or email us at info@thepokestar.com .

When can I get my refund?

The refund time period depends on the type of payment method used. The refund process typically takes 1–3 business days.

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