🌍 International Shipping Policy – Poké Jeux

Last updated: November 2025

At Poké Jeux, we proudly ship worldwide and do our best to ensure your order arrives safely.
Because international shipping involves additional risks outside of our control, the following policy applies to all orders shipped outside of Canada.

Please read this policy carefully before placing an international order.

1. Order Processing & Packaging

  • All products are 100% authentic, sealed, and sourced from official distributors.

  • Orders are packaged securely with protective materials to minimize damage during transit.

  • Processing times may vary depending on the volume of orders.

2. Shipping Carriers & Tracking

  • All international orders are shipped with UPS Worldwide Expedited® or an equivalent courier offering full tracking.

  • Tracking information is automatically sent once the order is shipped.

  • Transit times vary depending on the destination country and customs processing.

3. Import Duties, Taxes & Fees

  • All import duties, VAT, customs fees, and brokerage charges are the sole responsibility of the customer.

  • Poké Jeux does not collect, estimate, or reimburse these charges.

  • Your package may be held by customs until all applicable fees are paid.

4. Customs Inspections & Delays

  • Every country’s customs department reserves the right to open, inspect, or delay packages.

  • Poké Jeux is not responsible for:

    • Customs delays

    • Customs inspection openings

    • Packaging damage caused by border inspection

    • Seizures due to local import restrictions

  • Once a package leaves Canada, customs control is entirely at the discretion of the receiving country.

5. Condition of Sealed Products

International transport may cause:

  • Dents

  • Corner wear

  • Shrink wrap pressure marks

  • Minor box imperfections

These conditions are cosmetic and do not affect the sealed product inside.

Poké Jeux is not responsible for cosmetic damage caused during international transit.
Products remain authentic and sealed at the time of shipment.

6. Lost, Stolen, or Damaged Packages

Once the order is handed to the shipping carrier:

  • Poké Jeux is not liable for packages that are:

    • Lost

    • Stolen

    • Misdelivered

    • Delayed

    • Damaged in transit

  • Customers must contact the shipping carrier to file a claim.

If the carrier approves a claim and refunds Poké Jeux, we will forward the refund to the customer.

Poké Jeux cannot issue refunds for international shipments not reimbursed by the carrier.

7. Refused or Returned Packages

If an order is returned to Poké Jeux due to:

  • Unpaid customs fees

  • Delivery refusal

  • Incorrect address provided by the customer

The refund will be issued minus the original shipping cost and a 10% restocking fee.

8. High-Value Orders (Over $2,000 CAD)

Orders exceeding $2,000 CAD require written acceptance of the International Shipping Terms before shipment.
Poké Jeux may request ID verification for security purposes.

9. No Return Policy for International Orders

Due to the nature of international logistics:

  • All international orders are final sale.

  • Returns are not accepted, except in cases where the customer pays for the full return shipping cost and the item arrives in the same sealed condition.

10. Customer Acceptance

By placing an international order, the customer automatically agrees to:

  • All terms stated in this policy

  • All risks associated with international transport

  • Their responsibility for customs fees and possible customs actions

If you need help

Our support team is happy to assist you with any questions.

📧 info@pokejeux.ca