Customer Service Policy

UPoker Shop is the online purchasing platform for UPoker merchandise. You may also come forth with inquiries regarding sponsorship or marketing projects. The UPoker Shop Customer Service will aid on the issues listed below:

Taking in Orders/Pre-orders/Bulk-Orders and Order Cancellation

Orders – When you order using UPoker Shop’s item ordering platform, your details will be taken in and the relevant purchase will be processed. The order detailed will be collected archived and further action (stock checking, delivery arrangements and receipt/invoice will be provided).
Pre-order – Some items in UPoker Shop is available for pre-order, up to 1 month (30 days) before the item-is available for purchase. Preorder details will be collected, archived and processed only once the items are available in the UPoker Shop.
Bulk-Orders – You may have a bulk-order for mass-distribution. A bulk order is and set of items 50 or more. This includes all UPoker Merchandise. Bulk-orders will be processed early to count for logistic delays.
Order Cancellation - All cancellations must be clarified with through e-mail along with the purchase, or booking order attached. Our personnel will not be able to assist further unless the details are provided.

The prices

Every item listed in the UPoker store has a fixed price, except for sales, discounts or free gifts that are claimed. Our customer care personnel can assist and provide clarification on the pricing, the discount amount according to the rates set within the UPoker Shop website at any given time.
Our customer care personnel however are not able to assist you on altering the price of items displayed on the UPoker Shop platform. This includes discounts, additional items for a purchase, and free gifts. Please do not make such requests to our customer care personnel as they are not able to assist you.

Follow Up

Our Customer Care personnel can provide follow-up on all your orders & purchases up to the point of sending the item to the courier service. Beyond that point the customer will be provided will all the details for them to track their parcel.

Purchase Confirmation Message – To be sent along with Purchase Receipt/Booking Invoice

Thanks for purchasing our products at [UPoker Shop] operated by [UPoker].

Due to the nature of our business and products we sell, items that expire sooner than 1 month from the date of the purchase are not eligible for a refund.

For any other items to be eligible for a refund, you must return the item you have purchased to us within 7 calendar days of the purchase. The item must unopened and in its original condition. Contact our customer services department to get a free shipping label.

If our products arrived damaged, rotten or contaminated in any way, please contact us right away and we will be happy to send a free replacement regardless of its expiration date.

If anything is unclear or you have more questions, feel free to contact our customer support team.

Customer Support – shop@upoker.net

The UPoker Shop website is committed to providing exceptional customer service. We endeavor to make sure that all items listed on our website are available, and that pricing is true and correct. In the event that an ordered item is not available, or we are unable to fulfil your order we will notify you within 2 business days to arrange an alternative item, a backorder or a full refund.