FAQs

Frequently Asked Questions:

✿ Can I return my order?

If you have any issues with your order please contact us at hello.pogpals@gmail.com and do our best to make it right. There are no returns on Digital Downloadable Products. Due to the nature of digital files, no refunds will be issued.

✿ I accidentally put in the wrong shipping address 

Please contact us ASAP with your name and order number. If it has not yet shipped, we will do our best to update it. If your order has already shipped, we, unfortunately will not be able to change the address. If your package is returned because of an incorrect address, a secondary shipping charge may be invoiced to ship out the parcel again. Entering the correct delivery addresses is the buyer's responsibility.

 

✿ I missed my order delivery, the package was returned to the sender 

In the case where a shipped order is sent back to us for any reason, the order may be shipped out again but an additional shipping fee will apply to send the order a second time. 

 

✿ Are customs and duty fees included in the price? 

Pogpals is based in the United States. International buyers are responsible for paying all customs and duty fees as per your country's laws and regulations for all parcels. 

✿ I'm ordering from the EU/UK, will I be charged duties/taxes?

Most likely, yes. You may incur duties and taxes upon delivery of your shipment, and you will be responsible for paying them. Unfortunately, I cannot tell you the exact amount that these fees may be, as they depend on the country. For more information about our policies for EU and UK customers, please visit the information page. If you have further questions, please contact your local customs directly as I cannot reimburse you for duties and taxes paid.

✿ How quickly will you respond to my message? 

Pogpals is run by one tiny frog. We will respond to your email message as quickly as possible. Please be understanding and patient. 

 

✿ How long will it take for my order to be shipped?

We usually ship orders within 5-10 days often faster, from the day the order was received. Please keep in mind that Pogpals is run by one person and we do our best to fulfill orders as quickly as possible. 

✿ Do all orders come with tracking?

We use USPS first class to ship all of our items domestically & internationally. Our packages include tracking with the exception of US Letter Mail. If your order includes a tracking number you will receive an email the day that the order is shipped.

✿ Why have my items not arrived yet?

Please keep in mind that items purchased domestically (in the USA) may take 5-10 days to be delivered via USPS first class mail. International parcels may take 2-7 weeks to arrive at it's final destination. For international orders, we kindly ask buyers to be patient due to additional processing at customs ports & etc.