Shipping policy

All in stock orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. Generally, orders placed before 1 PM EST are shipped same or next business day. You will receive another notification when your order has shipped. 

Preorder items are generally shipped 1-3 days prior to the official release date, to ensure a timely delivery.

Any order containing both pre-order and in-stock items in the same cart will be shipped upon the arrival of the latest release ordered. Please check out pre-order and in-stock items in separate carts, unless you would like them all shipped together. If you need to split your order into 2 shipments, you can contact us at sales@pokemonplug.com to request a second shipping label. 

Please confirm your shipping address is correct, you can type your address into google maps for an exact postal service format. Any rerouting or other fees are responsibility of the buyer. 

Domestic Shipping Rates and Estimates

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. 

For free shipping: We offer FREE shipping (via standard USPS/UPS) on orders over $200 [Within the USA - International Rates Vary]. 

In-store pickup

You can skip the shipping fees with free local pickup at Nexgen Games, located at 2475 Black Rock Turnpike, Fairfield Connecticut 06825. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 24 (Unless Preorder). We will send you an email when your order is ready along with instructions. 

Our in-store pickup hours are [10AM-8PM] on [Monday - Friday], [11AM-8PM] on [Saturday] & [11AM-5PM] on [Sunday]. Please have your order confirmation email with you when you come.

International Shipping

We provide international shipping to most of the world!

Shipping charges for your order will be calculated and displayed at checkout. 

We offer UPS, USPS & DHL services for all international orders.

Shipping time frames are calculated at checkout.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. PokemonPlug.com / Nexgen Games is not responsible for these charges if they are applied and are your responsibility as the customer. 

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at sales@pokemonplug.com with your name and order number, and we will look into it for you.

Shipping to P.O. boxes

Some carriers have limitations around shipping to P.O. Boxes. If one of your carriers falls into this group, you should look up their policy and communicate it to your customers here. 

Refunds, returns, and exchanges

Summarize your return policy here and link out to your full return policy page if you have one. 

We accept returns up to 7 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. 

There are no returns on the "Pokemon Single" product type. Please reach out via email if you have any concerns.

In the event that your order arrives damaged in any way, please email us as soon as possible at sales@pokemonplug.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at sales@pokemonplug.com.

Refund Policy

Preorders

Preorders are items that are not currently in stock. They are ordered and reserved through the manufacturer for you on our behalf. Therefore, payment will be taken in advance.

After your pre-order is confirmed, your order is prepared for shipment immediately upon arrival of the items to our shipping facility.

Please understand that hot products are subject to allocation by manufacturers, and availability is not fully guaranteed. We only offer a small percentage of our inventory for pre-sale. Therefore, it is highly unlikely factors out of our control will affect pre-orders. However, in this highly unlikely scenario, you will be refunded in full.

We reserve the right to adjust product prices at any time. However, once your order is placed, it will not be affected by any price adjustments.

As of 8/25/22, pre-orders are cancelable/refundable, however all cancelled or refunded preorders will be subject to our restocking fee. 

By placing a pre-order, you are agreeing to these Pre-order Terms and Conditions.

Our usual terms and conditions apply.

Our shipping policies apply.

PLEASE DO NOT PURCHASE PREORDER & IN STOCK ITEMS IN THE SAME CART, UNLESS YOU WOULD LIKE THEM SHIPPED TOGETHER.

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. *We sell factory sealed products, which may have factory inconsistencies in quality control, we are not responsible for factory issues with quality control, including torn outer wrappers, minor dents, dings, etc. We always do our best to ensure you receive the highest quality items every time.

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). 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.

Exchanges
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.

Refunds
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.