Return Policy

Items Arriving in Less-Than-Perfect Condition

We take quality seriously. If your item arrives damaged, defective, or not as described, we'll make it right.

• Timeframe: Contact us within 14 days of the latest estimated delivery date.
• What we need: Your order number, photos clearly showing the defect or damage, and a brief description of the issue.
• Resolution: We'll provide a replacement order or store credit, minus original shipping fees.

What Qualifies as Defective?

• Serious print quality issues (fading, misalignment, smearing)
• Manufacturing defects (holes, stitching errors, material flaws)
• Wrong product, size, or color shipped
• Item damaged during shipping

Order Cancellation

Once your order is placed, we begin production immediately to ensure fast delivery.

What We Don't Accept Returns For

Due to the custom, made-to-order nature of our products, we cannot accept returns or offer refunds for:

• Change of mind or buyer's remorse
• Incorrect size selected by customer (please check our size guides)
• Minor color variations between screen and print (this is normal for print-on-demand)
• Products that have been worn, washed, or altered

All custom products are final sale. Due to the made-to-order nature of our products, all sales are final on personalized or custom-designed items.

Resolution Process

Lost or Stolen Packages

If your package appears lost or stolen:

• Check with neighbors and verify your delivery address
• Contact the shipping carrier with your tracking number
• If the carrier confirms the package is lost, contact us and we'll work with you on a resolution

Who Handles Your Return

Pokémon Merch Store is operated by Apollo Merch, the seller of record for every order on this site. Apollo Merch is responsible for processing returns, refunds and exchanges under this policy, and is the merchant shown on your payment statement.

Do not ship items back before contacting us — returns are routed to the fulfilment facility that produced your item, and the correct return address is issued with your return authorisation.

Apollo Merch, 4868 Parkside Drive, Prince George, BC V2N 0E7, Canada.
Returns and support: contact page