Shipping & Returns Policy

Shipping Origins & Availability

We ship from three warehouses located in Australia, Japan, and China.

• Australia Warehouse: Ships domestically within Australia only.

• Japan & China Warehouses: Ship internationally, including to Australia, Taiwan, Japan, the United States, and other regions.

✦ Taiwan Shipping (繁體中文說明)
支援寄送至 台灣地區，包裹由日本或中國倉庫出貨。
可於出貨前提供包裹照片，運送時間約 5–12 個工作天。
如有問題，歡迎以中文或英文聯繫我們。

✦ 日本発送対応（日本語説明）
日本国内への発送に対応しています。
通常 4〜12営業日以内 に日本倉庫より発送します。
出荷前の梱包写真をご希望の場合は、ご注文時にお知らせください。

Shipping Fees (All Prices in AUD/USD)

Shipping fees are calculated based on the actual weight of your order.
We apply tiered pricing according to the following weight ranges:

0.5 kg / 0.8 kg / 1 kg / 1.5 kg / 2 kg / 2.5 kg / 3 kg / 4 kg / 5 kg / 6 kg

For shipments exceeding 6 kg, please contact us for a customized shipping arrangement.

All orders are shipped via air freight by default.

International delivery usually takes 5–14 business days.

If you require premium air shipping via DHL / FedEx / UPS, an additional 20–30 AUD will apply. Please contact us for details.

Order Processing & Tracking

• Orders are typically processed and shipped within 2-5 working days (non-preorder).

• A shipping confirmation email with tracking details will be sent after dispatch.

• Tracking updates may take up to 1-3 working days to appear.

• Please ensure your address and phone number are correct to avoid delivery delays.

Customs, Duties & Taxes

Customers are responsible for any customs duties, import taxes, or additional fees imposed during or after shipping.
Our store is not liable for these charges.
We recommend checking your local customs regulations before ordering.

Authenticity Guarantee

All products sold on our website are 100% genuine and brand new.
If you wish to confirm authenticity or request a photo of your packaged parcel before shipping, please contact us or leave a note in your order.

Returns & Refunds

Official Licensed Products (IP Merchandise)

• All IP-licensed items are authentic and brand new with tags.

• Due to licensing policies, returns and exchanges are not accepted.

Other Products

• Change of Mind: Returns or exchanges are allowed for non-IP products; customers are responsible for return shipping.

• Quality Issues: If an item arrives damaged or defective, we will cover the cost of replacement or refund.

Refund Process

• Refunds are processed once the returned item is received and inspected.

• For free-shipping orders, the original shipping fee will be deducted from your refund.

• Return shipping costs are non-refundable, except for defective products.

• Please allow 3–5 business days for refund processing.

Order Cancellations

If you wish to cancel an unshipped order, please contact us directly.
A 3% credit card processing fee will be deducted from change-of-mind cancellations.

Additional Notes

• Shipping fees and policies may be updated without prior notice.

• If you experience any double-charged shipping fees, please contact us for manual adjustment.

• Thank you for your understanding and continued support!

Contact Us

If you have any questions about our Shipping or Return Policy, please contact us:
📧 Email: info@pokeke.com.au
🌐 Website: www.pokeke.com.au