Frequently Asked Questions

Please read our FAQ page & Delivery Information Pages

Click to view our FAQs

Click to view Delivery Information

Why is Livechat offline?

If the Livechat is offline during Operational Hours:

  • I have a lot of people on chat, so I have turned it off to stop people having to wait in 10+ minute queues. Please return later.
  • I am taking a break.

This service is ran by one person so only 1 delivery at a time can be completed. Thank you for your patience.

How do I get my order?

Please navigate to our Live Chat where we will assist you in real time. All orders are completed via Live Chat. This can be found in the bottom right corner of your browser.

What payment methods are accepted?

We currently accept all major Credit and Debit cards via Stripe Payment Gateaway, as well as Paypal.

How long will delivery take?

We aim within 24 hours – although depending on demand, we may be able to complete this within minutes, or hours. We do aim to get deliveries completed as soon as possible.

How secure is this?

Your data is handled in with full confidentiality. Your data is not sold, shared nor used for any other purpose than to deliver your order.

What exactly happens after ordering?

Please navigate to our Live Chat, quoting your order number so we can arrange your delivery. This service is operated by one person, so you will always be speaking with the same person.

Contact Information

If you are looking for Delivery Information, please click here

Please check your spam/junk folder if you have not received your confirmation email!

If the Livechat is OFFLINE during the below hours – this will be due to either having too many customers on chat so it has been turned off, or, I am taking a break. PokeGens is a one-person operation.

Monday to Sunday 2pm to 7pm UK time.

We are United Kingdom based so please check your timezone on Google compared to the UK.

(Please note: Delivery queries via email will not receive a response) Contact Email: