Frequently Asked Questions

Welcome to the Palworld Merchandise FAQ. Here you'll find answers to the most common questions about orders, shipping, tracking, pre-orders, returns and refunds.

How long does it take to process my order?

Orders are generally processed and dispatched within 24 to 48 business hours after payment confirmation.

Business days are Monday through Friday, excluding public holidays. Processing times may occasionally be longer during holidays, promotional periods, product launches or periods of unusually high demand.

How long does delivery take?

Once your order has been dispatched, delivery is generally estimated at 3 to 5 business days.

Delivery times may vary depending on the destination, local carrier network, customs procedures, public holidays, weather conditions and other circumstances outside our reasonable control.

Please note that processing time and delivery time are separate.

Do you ship worldwide?

Yes. We offer worldwide shipping to eligible destinations available at checkout.

Delivery availability and estimated transit times may vary depending on the destination.

How can I track my order?

When tracking is available, tracking information will be provided after your order has been processed and shipped.

Please allow some time after receiving your tracking number for the carrier's system to display the first tracking update.

Why did I receive only part of my order?

Orders containing several products may occasionally be shipped in multiple packages.

This means that items from the same order may arrive separately and potentially on different dates.

If you receive only part of your order, please check any available tracking information before contacting customer support.

My tracking says “Delivered,” but I cannot find my package. What should I do?

First, please check around the delivery location, with household members, neighbors where appropriate, reception or building management, and any safe location that may have been used by the carrier.

You may also contact the local carrier for additional delivery information.

If the package still cannot be located, contact our customer support team with your order number and tracking information. Where appropriate, the delivery may need to be investigated before a resolution can be determined.

What happens if my package appears to be lost?

Please contact our customer support team.

We may review the tracking history and, where appropriate, request an investigation with the relevant shipping provider.

Depending on the circumstances, additional information may be required from the recipient before the investigation can be completed.

What happens if I entered the wrong shipping address?

Customers are responsible for providing complete and accurate delivery information when placing an order.

If you notice an error, contact us as soon as possible.

We will attempt to assist where possible, but we cannot guarantee that an address can be changed once an order has entered processing or shipment.

If a parcel is returned because of incorrect or incomplete information, any applicable reshipment or refund will be handled after the returned parcel has been received and assessed, subject to applicable consumer law.

Can I cancel my order?

Please contact us as soon as possible if you wish to cancel an order.

Cancellation may be possible before an order enters processing or fulfillment. Once fulfillment or shipment has begun, we cannot guarantee that cancellation will still be possible.

Where applicable, you may instead exercise your return rights after receiving the order.

Can I return my order?

Eligible return requests should generally be submitted within 14 days of delivery, unless a longer period is required under applicable law.

Please contact customer support before returning a product so that we can provide the appropriate return instructions.

Products should be returned unused, complete and, where reasonably possible, in their original condition and packaging.

Please review our Returns, Refunds & Cancellation Policy for complete information.

When will I receive my refund?

Eligible refunds are processed after the returned merchandise has been received, inspected and approved.

Refunds are issued to the original payment method unless otherwise agreed or required by law.

Once issued, the time required for the funds to appear depends on the customer's bank or payment provider.

What should I do if my item arrives damaged or incorrect?

Please contact customer support promptly and include:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging where relevant

Our team will review the information and determine the appropriate resolution in accordance with the circumstances and applicable consumer law.

How do pre-orders work?

Products clearly identified as pre-order items are not available for immediate shipment.

The estimated availability or shipping timeframe will be displayed on the relevant product page.

Pre-order dates are estimates and may change due to production, supply or logistics circumstances.

Can products look slightly different from the pictures?

We make reasonable efforts to represent our products accurately.

Minor differences in color, appearance, dimensions, packaging or details may occur due to screen settings, photography, manufacturing batches or reasonable production variations.

This does not affect your rights if a product is defective or materially different from its description.

How can I contact customer support?

For assistance with an order, delivery, return or product, contact:

Palworld Merchandise Customer Support
contact@palworldmerch.com

For order-related requests, please include your order number so that we can assist you efficiently.