• I only received one item from my order — where is the rest?

Some items may ship separately. Our warehouse sometimes sends products in multiple packages to ensure you receive your order as quickly as possible. If your order includes multiple items, they may arrive on different days.

 

 

 

• How long will it take for my order to ship?

Orders typically ship within one week, but in some cases it may take up to one month for your order to ship. Production times can vary depending on the item and order volume. You’ll receive a shipping confirmation email once your order has been sent.

 

 

 

• Can I change my shipping address if I made a mistake?

It depends. Address changes are not guaranteed once an order has been placed. Please review our Store Policy for full details and contact us as soon as possible if you believe there is an error.

 

 

 

• Do you accept returns or exchanges?

Because many of our items are made to order or limited-run, all sales are generally final. Please review our Store Policy for detailed information regarding returns, exchanges, and exceptions.

 

 

 

• What if my item arrives damaged or defective?

If your order arrives damaged or defective, please contact us within 7 days of delivery and include clear photos of the issue. We’ll review the situation and determine the best resolution.

 

 

 

• Will sold-out items be restocked?

Not always. Many Pozer items are produced in limited quantities. Once an item sells out, it may not return. Restocks and new drops are announced via email and social media.

 

 

 

• How can I track my order?

Once your order ships, you’ll receive a tracking number via email. Please allow 24–48 hours for tracking updates to appear after shipment.

 

 

 

• Do you ship internationally?

International shipping availability varies by product. Any applicable shipping rates, duties, or taxes will be calculated at checkout. Customers are responsible for any customs fees.

 

 

 

• I entered the wrong email at checkout — what should I do?

Please contact us as soon as possible. If the order has not yet shipped, we may be able to update your contact information.

 

 

 

• Why does my tracking say “delivered” but I didn’t receive my package?

Once an order is marked as delivered by the carrier, responsibility transfers to the shipping provider. Please check with neighbors, building management, or your local carrier. If the issue persists, contact us and we’ll guide you on next steps.

 

 

 

• How can I contact you?

You can reach us through the Contact Us page on our website. Please allow 1–3 business days for a response.

 

 

 

• Can I cancel my order?

Orders cannot be canceled once they have entered production or shipped. Please review our Store Policy for full details.