Shipping & Delivery
How long does production and shipping take?
Production: Custom poker cards typically require 1–3 business days to complete.
Shipping: After production, standard shipping from the US takes approximately 7–15 business days.
Please note that delivery times may be extended during holidays, sales periods, or due to unforeseen circumstances (e.g., extreme weather or customs delays).
Can I get my order by a specific date?
If you need your poker cards by a certain date (e.g., for an event or as a gift), please contact us in advance at support@pokeratelier.com before placing your order. We will help confirm the estimated delivery window and advise on the best shipping option.
How are shipping costs calculated?
Shipping fees are based on your package weight, dimensions, destination, and selected delivery speed. You can view the exact shipping cost during checkout after entering your delivery address.
Do you ship worldwide? What about import fees?
Yes, we ship internationally. Please note that import duties, taxes, or customs fees are the responsibility of the recipient and are not included in our prices. Carriers or local customs may contact you to pay applicable charges before releasing your package. If you have questions about import regulations, contact us before ordering.
Can I track my order?
Yes. Once your order is shipped, you will receive an automated email with a tracking number and a direct link to monitor your package in real time.
Return & Refund
What situations qualify for returns or exchanges?
You may request a return/exchange only if:
You received the wrong item (incorrect card design, size, or quantity)
The card material is seriously inconsistent with the order description
All requests require clear photos and detailed description
What reasons are NOT accepted for returns?
We cannot accept returns for:
Changed mind or personal preference reasons
Minor color variations due to screen displays or production batches
Card texture/thickness/flexibility differing from expectations
Normal manufacturing tolerances or shipping delays
How long do I have to return an item?
Return requests must be submitted within 30 days of delivery.
What are the return costs and refund amount?
Return shipping: Paid by customer
Refund amount: 80% of order total (packaging/handling fees deducted)
Processing time: 5 business days after we receive returned items
Can I cancel or modify my order?
Within 12 hours: Full refund available
After 12 hours: 30% cancellation fee applies if production started
Modifications: Contact within 12 hours of ordering
Order & Payment
How Do I Place My Order?
Simply choose your style on the product page then click the “Add To Cart” button and follow the simple steps to complete your order. We’ll prepare your order and let you know when it's on its way!
My Tracking Number Isn't Working.
Tracking numbers can take 1-2 days to appear in the shipping carrier's system. Occasionally, the shipping carrier can lose an order. If the tracking number is still not working within a few days, please contact the shipping carrier.
I Need Help With A Late Order.
If your order has not arrived after 24 business days, please contact us for timely support.
What Types of Payments Do You Accept?
We currently accept the following payment methods:
PayPal: You can securely pay using your PayPal balance or linked bank cards.
Credit/Debit Cards: We directly accept cards bearing the Visa, MasterCard, American Express, and Discover logos.
When Will My Card Be Charged?
Just after your order has been successfully placed.
How Secure Is My Personal Information?
We strictly adhere to the highest industry standards to protect your personal information when you checkout and purchase from our store. Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.