1. Can I cancel or change my order?
If you would like to cancel or make change to your order, please contact us within 24 hours after you made the order. No cancellation or changes could be applied to the order once it goes into preparation for delivery.
2. Will I have to pay taxes?
Each country has its own customs rules and policies. Please contact local customs for more information. If, in rare cases, import duties or taxes are charged, the customer is responsible for paying them.
3. Why was I charged a different price than stated on the website?
Our prices are based in USD. As Kawaii Citizens are based worldwide, the prices will be converted back and charged in USD. If you are using a credit card with any currency other than USD, there may be slight discrepancies between what you’re charged and what was displayed on our website due to differences in the conversion rate used by your credit card company.
1. Does Pokekawa ship to my country?
We ship to almost every country in the world except the following ones, due to shipping restrictions. We’re sorry and will keep working on this.
- North Korea
2. How much does shipping cost?
You can enjoy free shipping on orders over US$70. Otherwise, it’s a flat rate US$9.99.
3. How long will it take for my order to arrive?
Total delivery time = processing time + shipping time
(not including customs delays, weekends, holidays and any unforeseen circumstances)
Processing Time: 3-5 business days
Standard Shipping Time: 10-20 business days
PS. For orders to South America and the Russian Federation, shipping may take more than 1 month due to transport and customs issues.
Due to extremely high demand, the distance between countries, slow postal services, and shipping delays it can sometimes take up to 7 business days to process your order and up to 2 months for your delivery to arrive.
4. How can I track my order?
Once your order is shipped, we will send you an email with the corresponding information. After that you will be able to track your order at https://www.17track.net/en. Please allow 2-3 business days for tracking information to be available.
5. What if the package doesn’t arrive?
If you don’t get your package 60 days after it was shipped, please contact us at firstname.lastname@example.org. We’ll either resend a new one or issue a full refund.