Refund and Returns Policy

🧾 Refund & Return Policy

All shop.gopokes.org (aka LaGP.org) items are custom-made on demand and fulfilled through our global print partner, Gelato. Because each item is made-to-order, we do not accept general returns or exchanges.

That said, if there’s an issue with your order, Gelato offers 24/7 support and a clear process for resolving problems related to quality, damage, misprints, or delivery issues.

🕛 Return Window

Order issues must be reported to Gelato within 30 days of delivery. After this period, we are unable to authorize refunds or replacements.

🎨 What Qualifies for a Refund or Replacement

You may be eligible for a refund or complimentary reprint if:

  • Your item arrived damaged or defective
  • You received the wrong item or quantity
  • Your order was lost in transit
  • There was a clear production error not caused by customer input

🔧 How to Report a Problem

To report an issue:

  1. Log into your order through the Order Detail page (via your order confirmation email or Gelato dashboard).
  2. Click the “Report Problem” button at the top of the page.
  3. Select the appropriate issue category.
  4. Provide a detailed description, along with photos of the item, packaging, and shipping label.

Once submitted, Gelato’s support team will review your claim and follow up via email.

📦 What Doesn’t Qualify

Refunds and replacements will not be issued for:

  • Buyer’s remorse or size selection errors
  • Minor color shifts within standard print tolerances
  • Orders reported after the 30-day window
  • Packages returned due to incorrect or incomplete addresses
  • Orders marked “Delivered” but not received
  • Packages refused or unclaimed by the recipient

🪞 Returned-to-Sender & Refusals

If your package is returned due to an invalid address or refusal:

  • No refund will be issued
  • You may request a reprint at your expense by updating your shipping information
  • Reprints must be requested within 30 days of the original delivery attempt

💸 Refund Processing

Approved refunds will be processed to your original payment method. Timing may vary depending on your card issuer or bank.

📬 Lost Orders

If your order has not arrived and appears lost, report the issue to Gelato within 30 days of the estimated delivery date. Once verified, Gelato will issue a replacement free of charge.

❓ Still Need Help?

If you’re unsure how to proceed or need additional assistance, feel free to reach out via our Contact Page. We’re happy to help ensure your issue is resolved fairly and efficiently.

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