Returns and Refunds

General Rules for Refunds

Poms are custom made and therefore are NOT returnable. We do accept returns for damaged, defective or poms created in error. To initiate a return, please contact us directly at 1-800-600-5076.

Issues regarding damage, defect or errors must be reported within 3 days of delivery. We cannot accept any Return Requests after this mark.

No returns will be accepted without our authorization.

Only unused Products are subject to this Return Policy. If Poms have been used, they cannot be returned.

Photos and Video - Our customer support staff may ask for pictures and video of the item(s) you are returning. This is required for processing returns and if no photos can be submitted returns may be denied.

Any orders that are canceled or refused after the product has already been shipped out will incur the corresponding restocking fee or return shipping fees outlined below:

If an incorrect shipping address or phone number is provided by the customer, and as a result, the freight carrier cannot deliver the package, the shipment will need to be returned to the warehouse and the corresponding restocking fee outlined below will apply.
A minimum of 20% restocking fee will be applied to any Returns.
You as the buyer will have to manage and pay for shipping fees for returned items.

Products that have not been shipped are subject to our cancellation policy, see more details below.

Refund Processing

To initiate a refund contact us via phone or email with your order number and valid reason for return. We will send over the authorization form you need to request the refund.

No returns will be accepted without authorization.

Refunds are processed once our warehouse receives, inspects, and restocks the product.

Refunds will be credited to the original payment method and can take up to 3-7 business days to reflect on your statement. Return restocking fees are not refundable.

Cancellation Policy

Custom orders cannot be cancelled or changed after manufacturing begins. Depending on the order backlog, the manufacturer may begin within 24 hours of your order being placed. There is a very short, if any, window for cancelling orders.

If you wish to cancel or change an order please contact us immediately at 989-600-5076 or email us info@pomexpress.com. Please have your order number and confirmation email ready. We will do our best to accommodate your needs and reach out to the factory, but if the order has already started it cannot be changed or cancelled.

Shipped Product(s)

Once an order ships it is subject to a restocking fee.

If the order is canceled once shipped, or the delivery is refused or turned around due to the customer not making a delivery appointment, the order will be returned to the warehouse automatically treated as a return.

The customer will be refunded the net of the restocking fee as listed above.

Refusing a shipment due to damage will not be treated as a return and will be subject to our damaged products policy.

Damaged Products Policy

If you receive a damaged product, please follow these easy to follow steps:

If the box has clear damage upon delivery, take clear photos of the damaged box, refuse the package and note the damages with the delivery driver on the Bill of Lading or Freight Bill.

No damages to the box? Inspect your package immediately when you receive the order from the freight carrier. If there are damages to the product, take pictures and send them to our customer support right away.

Email our customer support team at info@pomexpress.com with your order number, issue, and clear photos or videos.

Photos and Video - Our customer support staff may ask for pictures and video of the damaged item(s). This is required for processing returns and if no photos can be submitted a return will may be denied.

IMPORTANT NOTE: All damages must be reported within 3 days of delivery. If damage is reported after the 3-day mark, the claim will be denied.

Chargebacks

Our team is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact info@pomexpress.com for any questions.