Frequently Asked Questions
1. What is a blind box or a blind pack?
A blind box is a sealed package containing a surprise item from a specific collection. The contents are unknown until opened—part of the excitement is the mystery!
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2. Can I choose what’s inside the blind box?
No. The appeal of blind boxes is the surprise element. Each box is randomly packed and we cannot guarantee specific items.
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3. Are the items authentic?
Yes, all our products are *100% genuine and officially licensed* from trusted suppliers and brands.
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4. What is your return policy?
Returns are accepted *only for unopened items* in original packaging, within 7 days of delivery. Opened items are *non-returnable* due to their surprise nature.
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5. What should I do if I get a duplicate item?
Unfortunately, duplicates can happen with blind boxes. Since items are packed randomly by the manufacturer, we cannot offer exchanges or refunds for duplicates.
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6. How do pre-orders work?
When you pre-order a product, you're reserving it before it’s officially in stock. You’ll be charged at checkout, and your order ships once the item is available. Pre-order dates are estimated and may change.
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7. When will my order ship?
We aim to process orders within 2–4 business days. Pre-orders will be shipped when the item becomes available. You’ll receive a tracking number once your order is dispatched.
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8. Do you ship internationally?
Currently we ship only within UAE. Very soon, we'll be shipping for all GCC countries.
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9. How much is shipping?
Shipping rates are calculated at checkout based on destination, weight, and delivery method selected.
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10. Can I cancel or change my order?
You can cancel or modify your order only if it hasn’t shipped yet. Contact us immediately at [info@pokenimo.com].
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11. What if I entered the wrong shipping address?
Please contact us right away. If the order hasn’t shipped yet, we’ll update the address. Once shipped, we can’t change the destination or refund orders sent to incorrect addresses.
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12. What happens if my package is lost or damaged?
Contact us within 48 hours of expected delivery. We’ll investigate with the courier and work to resolve the issue. Include your order number and photos if applicable.
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13. Do you offer bulk or wholesale pricing?
For bulk or wholesale inquiries, please email us at [info@pokenimo.com] with your request.
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*14. How can I contact customer support?*
Email us at [info@pokenimo.com]. We typically respond within 24–48 hours (business days only).