Thursday, November 14, 2019

WHY IS MY ORDER LATE?

Please double-check the delivery option you selected, cut off times for ordering and the date which we said it will be delivered by.

If it’s after 9pm on that date then it’s late. If it’s before the advised delivery date and you’ve had your dispatch email, then it’s on its way. Your delivery date has to have passed for us to be able to investigate where your order is.

If your delivery date has passed, please contact us by going to the ‘Contact Us’ tab on this page and have your order number ready.

HOW DO I TRACK MY PACKAGE AFTER IT HAS BEEN SHIPPED?

As soon as your package is shipped, you may receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier’s website.

WHAT KIND OF PAYMENT METHODS DO YOU ACCEPT?

We accept the following forms of payment:

  • Visa
  • Master
  • Discover
  • American Express
  • Paypal
  • Ponguniverse Gift Cards, E-Gift Certificates, and Store Credits

GIFT CERTIFICATES POLICY (GIFT E-CARDS)

  1. Purchase and general terms: E-gift cards can be purchased in denominations of $10, $25, $50, $75, $100, $150, $200, $250, and $500. e-gift cards may be used or applied for purchases at Ponguniverse.com. Purchases will be deducted from the card value until the balance reaches zero. Ponguniverse reserves the right to change these terms and conditions from time to time in its sole discretion. there is no sales tax on e-gift cards
  2. Returns and exchanges: E-gift cards are final sale items and thus cannot be returned for refund or exchange unless required by law.
  3. Limitations and restrictions: E-gift card may not be applied to previously purchased merchandise, or used to pay down a forever 21 credit card or forever 21 visa credit card balance. e-gift cards cannot be used to buy gift cards or e-gift card. may use up to 10 e-gift cards per transaction.
  4. Damaged lost or stolen gift cards: You must safeguard your e-gift cards for your own protection. if damaged, lost or stolen, an e-gift card can only be replaced with the original proof of purchase for the remaining value in our records at the time the card is reported. if you suspect that someone has stolen your e-gift card, contact our customer service immediately. any value that has not been used can be re-issued to you in a new e-gift card.
  5. Expiration: E-gift cards purchased, including unused portions, do not have an expiration date and will be honored by Ponguniverse until the balance has been used or redeemed for cash upon request, as may be required by law.
  6. Delivery information and requirements for e-gift card purchasers: All orders of e-gift cards are Subtitle to a process that compares the purchaser information provided to Ponguniverse with information about the purchaser provided by the purchaser’s financial institution through whom payment is being processed. if there is a discrepancy, your e-gift card order may be delayed until it can be corrected. if the date on which you want an e-gift card delivered has passed and you have not received confirmation that the e-gift card was sent, please contact customer service. please refer to your order number, or be ready to supply your email address. we are not responsible for e-gift cards that are undeliverable or not received due to your failure to enter an accurate email address for the recipient. please check to make sure the email address of the recipient is correct, and contact customer service if you suspect the recipient did not receive his/her e-gift card.
  7. Reasons for failed delivery: If you have confirmed the recipient’s email address but the e-gift card has not been viewed within a reasonable period after the requested delivery date, here is a list of the most common reasons why delivery may have failed:

    – Spam filter blocked email or routed it to a bulk/spam folder If a spam filter is blocking ponguniverse.com emails from getting to an inbox, the email options will need to be modified so that ponguniverse.com emails can be delivered. if you need further assistance, please contact customer service.

    – Recipient’s firewall blocked the email.

    – Email inbox is over the size limit.

    – Invalid email address.

  8. Non-transferable: E-gift card funds are not transferable to an unauthorized third party or vendor.
  9. Discounts: No promotional discounts, coupons, or offers may be applied to purchase an e-gift card.
  10. Limitation of liability: Ponguniverse.com and its affiliates make no warranties, express or implied, with respect to e-gift cards, including, without limitation, any express or implied warranty of merchantability for a particular purpose. In the event an e-gift card code is non-functional, your sole remedy, and our sole liability, shall be the replacement of such e-gift card. certain state laws do not allow limitations on implied warranties or the exclusion or limitation of certain damages. If these laws apply to you, some or all of the above disclaimers, exclusions, or limitations may not apply to you, and you might have additional rights.
  11. Customer service: Should you have any questions or concerns about your e-gift card, how to redeem it,

DAMAGED, DEFECTIVE, OR WRONG ITEM(S)

Should you receive damaged, defective, or the wrong item(s), please return the merchandise to our Online Returns address above within 21 days from the ship date. The refund amount will include the amount paid by you after any discount or reward was applied to the returned item(s) plus any original shipping charge paid by you and the return shipping costs ONLY if a copy of the shipping receipt is attached to the return form. We recommend using a carrier service that provides tracking.

To ensure proper processing, please select the appropriate Return Reason Code listed on your return form. In addition, please specify the damage, defect, or wrong item(s) on the return form. Upon receipt of your return, our Online Returns Department will inspect your merchandise to confirm that the item is damaged, defective and/or the wrong item. If you would like a replacement of the item(s), please write Exchange on the return form in the notes section. We will gladly send out a replacement of the original item(s) purchased, at no cost, as long as the merchandise is available. If the merchandise is not available for an exchange, you will receive a refund to the original form of payment used to make your online purchase.

WHAT IS YOUR REFUND POLICY?

We’re bummed things didn’t work out for you, but here’s the good news: you get 21 days to return your items starting from the day you receive your dispatch email.

Here’s the fine print. All returned or exchanged items must be unwashed, unworn, and undamaged, with all tags attached.

*All returns or exchanges are subject to Ponguniverse’s Return Policy.

HOW SOON WILL I RECEIVE MY REFUND?

Please allow 2-3 weeks from the return shipped date for your account to be credited, and 1-2 billing cycles for the credit to appear on your statement. For returns from international and apo/fpo addresses, please allow 4-6 weeks from the return shipped date for your account to be credited, and 2-3 billing cycles for the credit to appear on your statement.

RETURNS FOR PURCHASES MADE WITH E-GIFT CARDS / STORE CREDITS

Refunds can only be made to the exact e-gift card or store-credit used for the original purchase. Please retain the gift card, e-gift card and/or store credit after your online purchase, for return refunds and future purchases.

DAMAGED ITEMS

It’s possible that you might receive a damaged item. There are a handful of reasons why that might have happened. It could be a manufacturer’s error, our error or damaged during shipping. As you already know, our products go through quality control products process, However, as with everything, we might accidentally let through an item that has defects. If you receive a damaged or defective item, we always take full responsibility and provide a free replacement. In that case we will ask you to provide us with photos of the unsatisfactory product and the packing slip. 

WRONG ADDRESS

If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

UNCLAIMED ITEMS

Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.

"LOST IN TRANSIT" ITEMS

To inform our customer support team of a lost in transit shipment, use the same problem report. This is most common with international shipments sent without international tracking but sometimes happens with domestic orders as well. Usually, you will see limited or no entries to the tracking log from the link we provide. This shows that the package might be lost. With international orders, since the package has no international tracking, it does not get scanned in each warehouse and location it arrives at, which makes it more prone to getting lost in transit. Domestic orders are more likely to be lost somewhere along the way to its next scanning point. 

The best thing to do when this happens to double check with the shipping carrier to confirm the shipping address you provided. Once you’ve confirmed it, get in touch with our support team using our contact form.

WHEN WILL MY PRODUCT BE SHIPPED?

Orders are packed and shipped Monday-Friday only. Most orders are shipped within 24 hours from the order date. Orders placed on the weekend and select holidays are processed on the next business day.

If we are unable to process your order due to inaccurate or incomplete payment information, your order processing may be delayed an additional 2 business days. Orders with out of stock item(s) may take an additional 5 business days to process and ship.

FREE SHIPPING ON PURCHASES OVER $75

Why stop shopping when you can receive free shipping? With a minimum purchase of $75 or more at Ponguniverse.com, shipping is no cost to you. This applies only to standard ground shipping.

* You must purchase a total of $75.00 worth of merchandise before taxes, shipping and handling. Does not include Ponguniverse gift cards unless purchased with merchandise totaling $75.00 or more before taxes, shipping and handling. No price adjustments on previous purchases. Offer is non-transferable without consent by Ponguniverse. Cannot be combined with any other offers. Valid on standard U.S. ground shipping to U.S. delivery addresses in the 48 continental states only. Not valid for international delivery addresses or Alaska, Hawaii, U.S. territories, P.O. Boxes, and APO/FPO addresses. Additional charges apply for express shipping.

SHIPPING OUTSIDE THE USA

International shipping options

  • International shipping usually arrives within 10 – 14 business days from the shipped date, excluding holidays.
  • Standard delivery is not available for international shipments.

International shipping restriction

  • Delivery is not available for Post Office boxes.
  • Gift Card delivery to International addresses is not available.
  • Orders shipping to International addresses have a maximum merchandise sub-total (excluding E-Gift Certificate) purchase amount limit of $1,000, or a maximum purchase item limit of 20 items per order, whichever comes first.

Inernational taxes, duties and customs fees

  • Ponguniverse ships your package on a DDU (Delivery Duty Unpaid) basis which means import duties, taxes, and related fees are unpaid. You, the customer, are responsible for all VAT, customs duty, taxes, handling fees, customs clearance charges, and other fees required by your destination country for importing consumer goods. Ponguniverse does not collect these charges at checkout and cannot predict what your particular charges may be. For more information regarding your country’s custom policies please contact your local customs office.
  • Designated shipping courier’s local country affiliates will charge the recipient all applicable duty, taxes, and/or brokerage fees in the local currency at the time of delivery. Your local post office or carrier can give you information on the method of payment accepted for the duties, taxes and other fees collected upon delivery.
  • All taxes, duties and customs fees are the responsibility of the recipient of the package. It is your full responsibility to verify the customs, duties charges, and procedures in your country prior to placing your order.
  • If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipping costs.
  • If your package is destined to Australia, you will not be charged Goods and Services Tax (GST) at checkout. Please review our Australia GST policy for more information.

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