Shipping

1. How long will the order take to arrive?

The delivery time for standard shipping varies depending on your location:

-USA:  3-7 business days after shipment

-CA: 12-15 business days after shipment

 

2. How do I track my order? 

The following 4 ways can be used to track your order:

Once your order has been shipped out, you will receive an email with a tracking number and instructions on how to track your order (may go to spam).

Log in to your account on our website https://poucheshop.com/, and click the “Order” to view the shipping status of your order. Login

Link: https://poucheshop.com/apps/track123

Visit https://poucheshop.com/apps/track123, and enter your order number and email address to track your order.

Send an email to the customer service team at support@poucheshop.com. The customer service team will give you a query

 

3. When will I receive a tracking number for my order?

A tracking number will be generated 2-3 business days after the order is placed, as the logistics carrier needs time to receive, inspect, and register the goods. You will receive an email with shipping/logistics updates at that time. Please make sure to check your email.

 

4. Which countries do you ship to?

We ship to all regions within the areas permitted by local policies and within the delivery areas we cover. For specific delivery areas, please refer to our Shipping Policy. If in doubt, please contact customer service at support@poucheshop.com.

 

5. What shipping methods are available, and how much does it cost?

We offer:

Country	Type	Shipping Costs	Order Amount
US	Standard Shipping	$9.99	$0-$59.99
US	Free Shipping	0	$59.99+
Canada	Standard Shipping	$9.99	$0-$69.99
Canada	Standard Shipping	$4.99	$69.99-$99.99
Canada	Free Shipping	0	$99.99+

Shipping costs depend on your location and the shipping method chosen. Please refer to our Shipping Policy at any time (subject to updates).

 

6. Is an adult signature required for delivery?

No signature is required; your package will be delivered to your doorstep.

 

7. Why is there no tracking update?

Customs

As some packages are shipped internationally, you may not see updates via local couriers until the package is in transit, cleared by local customs, and entry is granted into your country. This process can take anywhere from 5 to 7 days. If your order is still under the estimated delivery time frame, please wait patiently! Once this process has been completed, you will be able to see your tracking updates.

If your order has not been updated for a long time and is overdue, you may contact the shipping courier or contact us for help.

Non-Customs

As the package progresses in transit, it passes through several transit points, each of which may contribute to potential delays in data transmission. If your order still falls within the estimated delivery timeframe, we kindly ask for your patience as we work to provide you with the most up-to-date information.

Special Circumstances:

During certain events or holidays, a surge in order volume may cause congestion and package accumulation at transit hubs. In such cases, packages will be processed one by one through the transit points. The large volume of packages may also lead to data transmission delays at each transit point. This could take 3 to 5 business days.

During international holidays, logistics providers and factories may be closed. Please stay updated through our emails and website notifications for the latest holiday notices. In such cases, packages in transit may experience delays. If your order is still within the expected delivery window, we kindly ask for your patience.

In the event of strikes, natural disasters, or customs interceptions, shipments may be affected. We will notify you immediately via email or website, and you may contact our support team at support@poucheshop.com for updates. In cases of extended delays, we may reship the package or offer compensation. Please contact our customer service team for details.

However, if your order has not seen any updates for a long time, please reach out to support@poucheshop.com for assistance. We are here to help ensure your delivery experience is as smooth as possible

 

8. Why does the tracking number show 'delivered' when I haven't received my package yet?

To resolve this, please follow these steps:

Verify that the delivery address on your order is accurate.

Check if someone else in your household or a neighbor received the package on your behalf or if it was left in a different location nearby.

Contact your local courier for further information on the delivery.

If you still cannot locate your package, please don't hesitate to reach out to us at support@poucheshop.com for assistance.

 

Returns & Exchange

1. Can I exchange my product for a different style?

Regrettably, we are unable to modify the products within an order once it's been shipped. If you have just placed the order please contact us at support@poucheshop.com as soon as possible to see if it can be cancelled so you can place a new order with the correct products.

 

2. Who will bear the shipping cost for returns?

For defective, damaged, or incorrect products: The return shipping costs will be covered by us. We will either provide a prepaid return label or reimburse the return shipping cost once the return is processed.

For other returns (such as change of mind or incorrect orders): The customer will be responsible for return shipping costs. Return shipping fees are non-refundable.

 

3. How long do I have to return?

Please ensure that you return the item(s) within 7 days of receiving the shipping label or return address. If you choose to handle the return shipment yourself, kindly notify our customer support team via email with the return tracking number and carrier name. This step is crucial to prevent any potential delays in processing your refund or replacement.

 

4. What should I do after shipping back the returned items?

If you've used our provided return label for the return process, there's nothing more you need to do except await your refund or replacement.

However, if you've arranged the return with your own courier, please contact us via email with your tracking number and the courier's name. This step is essential to ensure a smooth and prompt processing of your refund and prevent any potential delays.

 

5. How long will it take for my refund to be processed?

After we receive the returned items, please allow up to 7 business days for poucheshop to process the refund.

For PayPal account holders, it may take up to 5-7 business days for the transaction to reflect in your PayPal account.

However, for credit card and bank transfer refunds, the process may take between 7 to 14 business days to be fully finalized.

Please note that the precise refund timing is contingent on your bank's official processing schedule, as different payment methods may have varying processing times.

 

6. What happens if I’ve returned a wrong item or a non-poucheshop product?

If you've accidentally returned a different poucheshop product, please don't hesitate to contact poucheshop support at support@poucheshop.com. We'll guide you through the necessary steps to address this issue promptly.

However, if you've returned a non-poucheshop product, please be aware that our warehouse won't be able to process the return or return the item to you. Non-poucheshop products received will be disposed of without prior notification. Please note that poucheshop won't be held liable for the disposal of such non-poucheshop products. It's important to ensure that only poucheshop products are sent to our warehouse to prevent any complications.

 

7. Can I refuse the package? 

We strongly discourage refusing the package, as it will result in a severe delay in processing refunds or exchanges or loss of package, which makes return impossible.

 

Orders

1. How can I cancel an order?

Please note that orders can only be canceled before they are shipped out. If you wish to cancel your order, please reach out to support@poucheshop.com before it is shipped out. Once the order has been shipped out, it cannot be canceled.

 

2. Can I modify the products/recipient information in my order?

Regrettably, we are unable to modify the order once it's been shipped. If you have just placed the order please contact us as soon as possible to see if it can be cancelled so you can place a new order.

 

3. Where can I find my order confirmation?

Upon placing an order, you should automatically receive an order confirmation email. In case you don't see it in your inbox, please check your junk or spam folder as it might have been filtered there. If you still can't locate it, please contact our Customer Service here.

 

4. I received the incorrect product. What steps should l take?

In the rare event of any discrepancies with your order, like incorrect quantities or receiving the wrong products, we guarantee the correction of your order or provide you with the option for a refund here. Please retain the products, packaging, and shipping documents during the claims period. When contacting us, please provide us with the order number, information about the products you received, and a picture of all the products that you received in your order.

 

5. I received a damaged or defective product. Do you accept returns?

If the product you received is damaged, defective, or incorrect, please contact our customer service support@poucheshop.com within 3 days of receiving the item. You will need to provide the order number, information about the product you received, and evidence of all damaged items in your order, such as photos or other forms of proof. Additionally, damaged products must be returned in their original packaging. If we are unable to verify whether the product qualifies for a refund or replacement, we may deny your request for a refund or exchange.

 

6. I’m not sure if my order was successful, what do I do?

If you're uncertain about whether your order was successfully paid for, please check your payment account for a confirmed charge associated with your order. Remember that a pending charge does not indicate a confirmed payment.

In case you have a charge without the order being confirmed, don’t hesitate to drop us a line at support@poucheshop.com. Please make sure to contact us before the order is shipped, and we will fix this for you as soon as we can.

 

7. Do you offer bulk orders?

Yes, contact our customer service at support@poucheshop.com. for bulk order pricing and arrangements.

 

Payments

1. What do I do if the checkout page doesn’t work?

We apologize for any inconvenience. To resolve this issue, please follow these steps:

 

Refresh the page and try again.

Clear the cache of your browser and try again.

Use another browser and try again.

If you are using an iPad or tablet, please switch to a smartphone or PC instead.

 

If the issue persists, feel free to contact our customer support at support@poucheshop.com for further assistance.

 

2. What payment options are available?

We currently accept Visa and Mastercard payments. New payment methods will be added in the future.

 

3. Are there any available discount codes?

We do offer discount codes as part of various promotions and campaigns. However, please note that we cannot provide discount codes on request.