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Frequently Asked Questions

For any questions not answered please contact me on Twitter or Discord

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WHO RUNS THIS SHOP?

Hi, I am @Noxe, a member of The PoolTogether Community.
I use a print-on-demand solution. Basically, when you make an order it is automatically transferred to the manufacturer. They have facilities across the world and produce and ship your order. They also handle returns for me.

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How do you handle my data?

This store is run on my server and your data is deleted 30 days after your Order.

For the manufacturer please find their Privacy Policy here

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Where will my order ship from?

We work with an on-demand order fulfillment company with facilities worldwide!

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What’s your return policy?

We don’t offer returns and exchanges, but if there’s something wrong with your order, please let
us know by contacting us at contact@pooly.me!

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Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of
these apply, please contact us at contact@pooly.me with photos of wrong/damaged
items and we’ll sort that out for you.

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Can I exchange an item for a different size/color?

At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our
sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let
us know at contact@pooly.me within a week after receiving your order. Include your
order number and photos of the mislabeled item, and we’ll send you a new one, or issue a
refund!

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WHAT ARE THE COSTS?

The goal of this shop is to be as cheap as possible. I decided to not make any profits but of course, I have some costs and taxes to pay.

So depending on the shipping address I have to pay sales tax or VAT which is added by hand (When I see I have to pay VAT I just add this for the next orders)

I also have to cover the fee from Stripe (3% +0.25$ each order +1% for using USD when I’m an EU user)

Depending on products and shipping address the manufacturer can offer different pricing so I also normalized the price which means sometimes we get about 1$ per item. This will be used to cover expenses like hosting and if enough will pay for packing material and things like that but always invested in the shop.

Any trust issue? Well, Pooler, contact me on Discord and I can prove everything!

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Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control
and is assessed by your local customs office. Customs policies vary widely for every country so
please check with your local customs office directly to see if they apply duties and taxes to your
purchases. (Most of the items are sent from the EU or USA but very rarely from China but customs taxes are really rare for product under 70$)

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My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your
neighbor’s, get in touch with us at contact@pooly.me with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but
shipping will be at your own cost.