Frequently Asked Questions (FAQs)
Q: Are the Pokémon genned in Pokéfella legal?
A: All Pokémon generated here go through a legality check. When these are not technically legal, they can't go through Link Trade and cannot be received by the customer. In essence, all Pokémon received through online trade such as Link Trade and GTS passed the Pokémon game system's round of legality check. Otherwise, you will know during trading that an illegal Pokémon didn't make it when your screen says "There is a problem with your trading partner's Pokémon."
Q: Will I get banned for using your services?
A: Getting banned is for those who own technically illegal Pokémon. By illegal, it may be having a shiny variant of a Pokémon that is still shiny-locked, a Pokémon with impossible moves (e.g. Charizard that knows Hydro Pump), impossible Gmax mons, God Egg, or bad eggs, to name a few. Pokéfella does not offer such services. Our genners work within the legal bounds of any Pokémon stat and build. If customers have unknowingly requested a Pokémon with an illegal build or deliberately asked for an illegal Pokémon for personal collection, our genners will be quick to remind them of the risks and consequences of owning such mons.
Q: I have just placed an order. How and when do I receive my Pokémon?
A: You will receive your Pokémon through Link Trade or Pokémon HOME, depending on your order. If you followed the Trade Guide carefully this should not be a problem. Pokéfella aims to deliver the order within 24 hours, provided the buyer has done their part in communicating. Many times, the orders are delivered within 5-15 minutes.
Q: How many genners are there in this shop?
A: Pokéfella orders are currently handled by two genners working in shifts to ensure that orders are delivered in the soonest time possible.
Q: Where shall the customers contact Pokéfella's admin?
A: The best platform to contact Pokéfella is through Facebook Messenger so you can chat with the genner in real-time. It is discouraged that customer relies solely on e-mail for communication as e-mails can sometimes get unreliable (our e-mails may land in your spam folder). You may not get instant personal customer support replies if none of the Pokéfella genners is online (though you may get automatic replies in Facebook Messenger.)
Q: I haven't received my order. Why is that so?
A: There are a few times when customers, after placing the order, think the Pokémon will arrive on their doorstep because of the shipping address they provided upon checkout. Failure to understand how this trading goes and failure to communicate are the main reasons why customers are not able to receive their orders. Please make sure that your emails allow messages outside your usual contacts.
Q: My orders didn't come after quite a long time. Do you send refunds?
A: Unfortunately refunds are done only if there was a mistake in placing an order and that you want it replaced with another. When orders have been fulfilled they were already spent with the genner's time and effort in genning your request. Our Refund/Return Policy does not cover non-delivery due to the buyer's lack of time or communication for scheduled trading. We can however still deliver your order even if a long time has passed. Also, while Pokéfella does not do such refunds, we do however offer compensation by way of freebies for the delays that are apparently on our end.
Q: I received the wrong Pokémon. How do I get them replaced?
A: Please refer to our Return Policy.
Q: I don't have the capacity to pay for the services, do you offer free Pokemon?
A: Pokefella runs a Facebook Group called The Pokemon Sanctuary. In this group, we do giveaways on a regular and reward members in many ways. We also hold other ways to earn free shiny, battle-ready Pokémon. This is our way of extending our gratitude for the support of our loyal customers and members.