Delivery Policy

At Pokey Mart (“Company”, “we”, “our”, or “us”), we are committed to delivering high-quality services and products with professionalism and care. This policy outlines our terms regarding returns, refunds, and delivery, and applies to all purchases and service orders made through our website or at our store.

1. 1. Grading Services
      All grading services facilitated by Pokey Mart are strictly non-refundable. Once a card has been submitted to the respective grading company (such as PSA, CGC, or TAG) and the grading process has commenced, the order is considered final.
      We do not accept cancellations, returns, exchanges, or refund requests under any circumstances related to grading services. Customers acknowledge that estimated turnaround times are provided as general guidelines and are not guaranteed.
      Delays caused by grading companies, customs, or courier services are beyond our control and do not constitute grounds for refunds.
   2. Card Restoration Services
      Card restoration fees are based on the success rate of the restoration. Charges are applied as follows:
      – If a card is restored to approximately above 50%, we will charge the full restoration fee.
      – If a card is restored to approximately 50%, we will charge 50% of the full restoration fee.
      – In cases where restoration is not possible, no service charge will apply.
      We do not guarantee perfect restoration and results may vary depending on the condition of the card.
      Each card is evaluated individually, and all restoration charges are final once invoiced. Refunds will not be issued after service has been completed, except in cases of internal error as determined solely by Pokey Mart.
      The estimated turnaround time for restoration service is within 30 working days, depending on demand and complexity.
   3. Products
      For purchases made through our website, customers have 24 hours from the time of receiving the items to request a return or refund. For items purchased at our retail store, the return or refund request must be made within three days from the date of purchase. Unfortunately, requests made after these timeframes cannot be accommodated.
      To be eligible for a return, the item must be unused, in its original condition, and accompanied by the original packaging.
      Returns or exchanges are allowed only for products purchased from Pokey Mart’s website or retail store under these conditions:
      – Damaged upon arrival (excluding damage caused by courier services)
      – Incorrect item sent
      The following items CANNOT be returned or exchanged:
      – Change of mind purchases
      – Booster packs or boxes of trading card games
      – Theme or starter decks of trading card games
      – Single cards
      – Items damaged during courier shipping (such damage is not refundable)
      Returns are limited to one per receipt and subject to conditions detailed in our Return, Refund and Delivery Policy. To complete the return process, customers must report all supporting evidence (photo or video evidence of the packaging and the product) or receipt must be provided via WhatsApp to +60 17-709 8834 within 24 hours of receiving the item.
      If you wish to initiate a return or have any questions regarding this policy, please contact us promptly to ensure a smooth and efficient process. We encourage all customers to verify the condition, authenticity, and value of cards before confirming the transaction.
   4. Delivery Policy
      i) Delivery Coverage
      Currently, we only deliver within Malaysia. International shipping is not available at this time.
      ii) Delivery Time
      All orders are shipped by Third Party courier services, with an estimated delivery timeframe of 2 to 3 working days, depending on your location within Malaysia. Please note that delivery times are estimates and may be affected by external factors such as public holidays or courier delays.
      iii) Shipping Options
      We offer tracked shipping only, for the security of your order.
      iv) Packaging & Handling
      All items, especially trading cards, are packaged with care and protection to ensure they arrive in the condition as described at the time of purchase or service completion. We use secure packaging materials and follow handling best practices before dispatching any order.
      Once an item has been handed over to the courier service, the risk of loss or damage is transferred to the customer. Pokey Mart is not responsible for any damage or loss that occurs during transit. We do not offer claims, replacements, or refunds for issues caused by courier mishandling or third-party delivery services. Claims will only be considered if the damage or error is proven to have been caused directly by Pokey Mart prior to dispatch. In such cases, customers must report all supporting evidence (photo or video evidence of the packaging and the product) or receipt must be provided via WhatsApp to +60 17-709 8834 within 24 hours of receiving the item.
   5. Exceptions and Special Cases
      In rare situations involving proven internal error (e.g., dispatching the wrong product or confirmed service mishandling),
      Pokey Mart may offer compensation in the form of a replacement, partial refund, or store credit. Such decisions are made solely at our discretion and reviewed on a case-by-case basis.
      Internal error’ refers to mistakes directly caused by Pokey Mart staff or systems prior to shipment or service completion, such as dispatching the incorrect product or verified mishandling of a customer’s item.
   6. Policy Changes
      Pokey Mart reserves the right to update, amend, or modify this Return, Refund and Delivery Policy at any time, without prior notice. The most current version of the policy will always be available on our website. Your continued use of our services following any changes indicates your acceptance of the updated terms.
   7. Contact Us
      If you have any questions or concerns regarding this policy or wish to report a delivery issue, please contact us via WhatsApp at +60 17-709 8834. We are happy to assist and ensure your experience with Pokey Mart remains smooth and transparent.