Shipping Policy

This Shipping Policy explains how PocketNez processes, ships and tracks your order. By placing an order you agree to the terms below.

1. Order processing

Orders are processed within 1–2 business days (Monday–Friday, excluding public holidays) after payment is received in full. Orders placed on weekends or holidays are processed on the next business day.

2. Shipping methods and delivery times

Air (express, tracked): typically 7–15 business days to most destinations. Tracking is provided.
Sea (economy): typically 25–45 business days. Tracking is updated manually at each milestone.

Delivery times are estimates only. Customs clearance, weather, carrier backlogs and peak-season volume can extend them.

3. Shipping cost

Shipping is calculated at checkout based on destination and order weight, and is shown before you pay. Air shipping is free when your order subtotal reaches the free-shipping threshold displayed on the cart and checkout pages. Any duties, import taxes or customs fees charged by the destination country are the buyer's responsibility unless explicitly stated otherwise.

4. Tracking your order

Once shipped, we email your tracking number and carrier. You can also check status at any time on our order tracking page using your order number or phone number — no account needed.

5. Shipping address

Please check your address carefully before paying. You may change the shipping address free of charge any time before the order is shipped. After the parcel has been handed to the carrier the address can no longer be changed, and PocketNez is not responsible for parcels delivered to an incorrect address supplied by the buyer.

6. Undeliverable and returned parcels

If a parcel is returned to us because of an incorrect or incomplete address, refusal, or failure to collect it from customs, we will contact you. Reshipping costs are the buyer's responsibility. If you prefer a refund instead, the original shipping cost is not refundable.

7. Damaged or lost in transit

If your parcel arrives damaged, or tracking shows no movement for an extended period, contact us at service@pocketnez.com with your order number and photos of the packaging. We will work with the carrier and arrange a replacement or refund where appropriate.

8. Questions

Questions about shipping? Email service@pocketnez.com or use the contact form.