Frequently asked questions

• How long does it take to receive the gift card after payment?

  99% of orders will receive the electronic gift card within 5 minutes via email. For a small number of orders, it may take up to 24 hours to receive the gift card. Please contact customer service for assistance.

• Why did my order fail and can I try purchasing again?

  A small number of orders may fail due to system or network issues. Failed orders will be automatically refunded to your payment account. You can try purchasing again.

• Can I cancel my order?

  Once an order is placed, it cannot be cancelled.

• Can I get a refund for my order?
  1. Electronic gift cards are digital/virtual products and are non-refundable, non-returnable, and non-exchangeable.
  2. Failed orders will be automatically refunded. If you have not received the electronic gift card within 24 hours and the order has not been automatically refunded, please contact shopsupports@pockyt.io with your order information to request a refund.
• What should I do if I haven't received the gift card or entered the wrong email address during purchase?
  1. You can view your gift card number in "Account-My Orders" or contact shopsupports@pockyt.io with a screenshot of your payment details to resend the gift card to the correct email address.
  2. Once a gift card email has been sent, it cannot be revoked. Pockyt Shop is not responsible for lost gift card numbers due to incorrect email addresses.Please ensure that the recipient's email address is correct.
  3. In the event of an incorrect email address, please redeem the gift card as soon as possible to avoid unnecessary losses.
  4. If the intended recipient did not receive the gift card or accidentally deleted it, please check the spam folder, deleted email folder, or automatic filters.
• What should I do if I encounter issues during gift card redemption/use?

  If you encounter issues during gift card redemption/use or have a dispute with the merchant, please contact the merchant directly. Pockyt Shop is not responsible for such disputes. Please ensure that you fully comply with the merchant's official terms and conditions during redemption/use.