I need help with the Niantic store. Who should I contact?
Please contact us with any questions you have about the store, products or placing your order. When contacting firstname.lastname@example.org, make sure to include the following information that can also be found on the packing slip included in delivered packages:
- Order Number
- Tracking Number (if applicable)
- Items Ordered
- Items Not Received / Incorrectly Received / Damages
What is the support team’s hours of operations?
Our support team is available 9-6PM EST M - F and typically responds within 24 business hours.
The product I want to order is now out of stock! When will it be re-stocked? What can I do?
Due to high demand of our products, many of our drops will go out of stock. However, we are constantly evaluating demand and our supply quantities. Some products are limited-edition, and therefore, will not be able to be restocked. For other products, we may restock as inventory becomes available. In the meantime, you can sign up to our email list to receive the most updated information on our drops.
What is your return policy?
We accept returns of any unworn, unwashed or unused products. Please contact support to initiate a return or for related questions.
What is your exchange policy?
We accept any unworn, unwashed, or unused products to be returned for an exchange. Please contact support for your exchange needs.
What is your refund policy?
We refund the full amount for approved returns through the original payment method within 7-10 business days of receiving your return. All exchanges will be refunded the difference of the original order if applicable.
What if my order is incorrect or damaged?
We will make it right! Please contact support immediately and we will work to resolve all issues.
What is your shipping policy?
We use a variety of carriers such as DHL, USPS, UPS and FedEx. All orders typically ship within 72 business hours, Monday through Friday, of being placed. Estimated turn-around time is based on shipping speed selection and destination location. Shipping options and their costs are displayed at checkout.
Where do items ship from?
Inventoried items ship from our warehouse located in Hyattsville, MD.
How do I get tracking information?
You will receive tracking information via email as soon as your order ships. It can also be found in the my account section if you register for an account.
When will my item ship?
Due to the global COVID-19 pandemic and supply chain issues, there may be shipping and processing delays. Orders typically ship within 2-5 business days. Shipping times vary depending on your shipping address and chosen shipping method.
What countries does Niantic Supply ship to?
We have recently renegotiated with our suppliers for more affordable shipping in over 40 countries, sign up for our newsletter and be the first to know when we expand our list! Please note, some products are only available in certain countries and regions.
The Official Pokémon GO Fest 2022 Shirt is only available to the following countries: USA, Canada, Mexico, UK, France, Belgium, Netherlands, Germany, Poland, Italy, Spain, Luxembourg, Switzerland, Austria, New Zealand, Australia, Puerto Rico, Ireland, and Singapore.
What is the best way for me to find my size?
Our sizing is gender neutral and the measurements on the product pages are designed to help you choose the right size. We recommend sizing up for a looser fit.
Want to find your perfect fit?
Special order requests?
Need to ship to multiple locations? Have a large order to place? Reach out to customer service and we can work with you to streamline your needs.
How can I change my order?
Please contact customer service immediately so that we can stop the progress of your shipment or take care of any returns or exchanges.
How can I speed up my order?
If you have not yet placed your order, you can select from economy or expedited shipping options. If you have already placed your order and are looking to expedite your shipment please contact customer service so that we can make your order a priority!
If one of your items is out of stock we will still ship the remainder of your order and will notify you when the remainder is able to ship.
If you had pre-ordered an item we will ship based on the scheduled arrival of the item and we will send you a notification email with tracking. If you have any questions feel free to contact support.