Refund policy

Return Policy

Revised: 10/14/2025

Due to fluctuating market conditions all sales are final concerning sealed product, supplies and apparel.

If you have any issues or concerns with your order we will always work with you to rectify the situation. Please reach out via "Contact Us" at the bottom of https://thehydropumppokeshop.com/ with a subject line that matches your needs.

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In-Stock Order Cancellations

Order cancellations for in-stock items are subject to a 5% restock fee. Refunds, minus the restock fee, are issued to the original payment method.

Preorder Cancellations

Preorder cancellations and/or modifications must be requested no later than two (2) business days prior to their ship/release date. Cancelling of preorder items is subject a 10% cancellation fee. Refunds, minus the cancellation fee, are issued to the original payment method.

All Order Cancellation Requests - After Tracking Addition & Carrier Pickup 

Requested order cancellations after tracking has been added and the carrier has marked the package as in transit are reliant on the receiving party of the order fulfilled to RTS (Return to Sender) or intercept. Refunds will not be provided until the whole order/package is received at the original fulfillment center, in unopened condition, the HydroPump Pokeshop. Refunds, minus their applicable fee for the type of product (In-stock or Preorder--- see above), are issued to the original payment method.

Preordered & Unreleased Product

Payments for preorders from the HydroPump Pokeshop are processed at the time the preorder is placed. 

-Preorders fulfillment and shipping take place on the preordered items' release dates. Orders containing both preorder and in-stock items will not ship until the final preorder item's release date. The preorder item's ship date is subject to change due to; delays, street date revisions and upholding street date compliance for in-store fulfillment vs online order fulfillment. 
- We suggest ordering unreleased items separately from in-stock items to prevent fulfillment delays of in-stock items. If an in-stock item has been ordered with preorder items, as a customer it may be requested to separate those items for fulfillment, subject to approval. Additional shipping may apply.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.

Cosmetic flaws to outer packaging that doesn't directly influence the contents of the product is not considered damage.

Cosmetic flaws to external case covering (on sealed case quantity orders) is not considered damage.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to request a return on the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@thehydropumppokeshop.com.