Delivery of your order could not be easier. We provide help at every step of your order to ensure you fully understand the process!

By using Live Chat to communicate with you at all times during your delivery – we will answer any concerns you may have, along with providing clear step by step instructions to ensure a smooth delivery.

Please take 5 minutes to read all the information provided below which explain how our products are delivered, along with further FAQs to help you.

We use a Live Chat service to walk you through each step of your order.

If you have placed an order between 2pm and 7pm UK Time, feel free to collect your order straight away. You do not need to wait for any confirmation that the order is ready, as we make all orders whilst you wait on our Live Chat service. Outside of these hours, please return between 2pm and 7pm UK Time to get your order.

Current local time in
London, United Kingdom

Click here to be taken to our Live Chat service

PokeGens operates between 2pm – 7pm Monday to Friday UK time (London Timezone). We deliver every order over Live Chat only.

Current local time in
London, United Kingdom

As much as I would love to, being a one person operation I am afraid I cannot offer delivery times outside of our advertised hours of 2-7pm UK. Please ensure before you purchase that you can make time, especially if you’re located overseas, to get your order between our advertised hours.

Individual Pokemon for Sword or Shield

If you have ordered an Individual Pokemon (or several Individual Pokemon), this will be delivered via Link Trade within Pokemon Sword and Shield.

Simply trade us any Pokemon you do not want. It does not matter what you trade, but please try not to trade Pokemon that evolve during trades to make the trade go quicker.

Below are the steps for Link Trading:

1. Open the Y-Comm by pressing the Y button.
2. Press the [+] button on your Switch JoyCon to connect to the Internet. The top right should say “Internet“.
3. Select Link Trade, then Set Link Code.
4. Enter the Link Code we will provide over our Live Chat service.
5. Wait for the trade to be established. Stay in the overworld and please do not open any menus.

⚠️Important⚠️

Mobile Hotspots from an Android or iOS device, public WiFi, and work/enterprise WiFi will NOT be able to connect with other players. If you are on any of these connections, please use an alternative connection.

Generation 1-7 Bundle (National Dex)

This will be delivered via Pokemon Home using a Moving Key which is generated in Pokemon Home. I will provide detailed instructions in the Live Chat on how to generate a Moving Key. If you already know the process on how this works, please DO NOT generate a Moving Key until asked for it, as it is timed to 3 minutes. You will have to generate a new key if you provide it, without being asked.

This can be done either in Pokemon Home on the Switch OR within the Pokemon Home Mobile App. I will provide clear instructions for both.

Pokemon Home Premium is a requirement for this product as the free version will not have enough space for all the Pokemon.

If you have purchased a Sword and Shield Pokedex i.e Galar Pokedex/Gen 1-8 Bundle

This will be delivered via Pokemon Home using either of the following options:

OPTION 1 – Add OUR Nintendo Account to YOUR Switch

We send you an easy to follow guide which gives you step by step instructions on how to complete your own transfer via email (dependent on the buyer – Average 20-30 min)

OR

OPTION 2 – Add YOUR Nintendo Account to OUR Switch

You send your Nintendo account info and we do the work for you (FAST – Within 5-10 minutes of adding your account)

We will require your Nintendo Account information for this transfer. We recommend that you change your password IMMEDIATELY once the transfer has complete. Once we have completed your order, we will remove it from our system. We have absolutely no reason to keep it.

***POKEMON HOME SUBSCRIPTION REQUIRED. THIS COSTS A FEW £/$ WHICH YOU WILL BE REQUIRED TO COVER***

Of course – please use the language you are most comfortable with! We use a built-in translator from within our Livechat to speak every language available!

My order said to go to Live Chat, but it is not online? I have tried several times but it says No Agents Available?

Check the clock above to see what the current time is in the UK. Livechat operates Monday-Sunday 2pm – 7pm United Kingdom (London Timezone)

PokeGens is a one-person operation. I ask for your patience whilst I may be taking a break or if I am offline for any other reason during the operating hours.

I also have a full-time job, and family commitments whilst running this service, so I appreciate your patience. I aim to complete most orders almost instantly, but typically no longer than 24 hours.

Where do I find my order confirmation email?

Please ensure to check your Spam/Junk Folder in your email inbox, for your order confirmation. The order number will be 4 numbers, e.g #1234. I can find your order by your FULL NAME, or EMAIL ADDRESS so do not worry if you cannot find the order number. As long as you have the correct name/email address, I will complete your order. You do not need to ask if you need to provide any further information in the chat.

I use Safari Internet Browser but the LiveChat does not load?

Please use a different browser, as we have had reports that using Safari Internet Browser may not load the chat properly. Please use Chrome or Firefox for an optimal Live Chat experience.

LiveChat does not load on any Browser

Please use a browser with no Adblock, and ensure you have cleared your cache and cookies, closed the browser and reloaded. Also try an “Incognito Window”.