HELP CENTER // HOW TO USE, FAQ, POLICIES, CONTACT

Help Center

Find simple guides, common questions, policies, and contact channels for Poki Poki.

Last Updated
June 1, 2026
Effective Date
June 1, 2026
01

How to Use

  • 1Choose a board: pick the board you want to open and check the point cost.
  • 2Top up points: use the payment methods shown on the top up page if you need more points.
  • 3Confirm opening: choose a slot on the board and confirm the opening.
  • 4Receive a real card: every successful paid opening gives you a real physical card from available stock.
  • 5Keep or ship: keep cards in your vault, or request shipping when the option is available.
  • 6Redeem Promo Points: use Promo Points only for fixed member benefits or approved discounts.
02

FAQ

Q1

Paid but points did not arrive?

Keep your Order ID and payment slip, then contact support to check the order.

Q2

Payment still pending?

Please wait for the system and payment provider to finish checking the order.

Q3

Want to request a refund?

The team reviews each case manually by using your Order ID, slip, and account details.

Q4

Opened and received a real card?

Every successful paid opening gives you a real physical card from available stock.

Q5

Can points or cards be exchanged for cash?

No. Points and cards cannot be withdrawn or converted to money.

03

Policies and Terms

Terms of Service

Poki Poki is a collectible card platform. You use points to open boards and receive real physical cards from available stock.

  • Keep your account information accurate and protect your login access.
  • Every successful paid opening grants a real physical card recorded by the system.
  • Points are not money. They cannot be cashed out, withdrawn, sold back, or converted to money.

Privacy Policy

We use only the information needed to run your account, process orders, provide support, and keep the service safe.

  • This may include account details, payment order IDs, shipping details, support messages, and activity records.
  • Payment providers, shipping partners, and support tools receive only the information needed for their part of the service.
  • Records are kept only as long as needed for delivery, support, dispute checks, accounting, and security.

Payment Policy

A top up is complete only when the system and payment provider confirm the order.

  • Use only the payment methods shown on the top up page.
  • Payment completion means the order, amount, user account, and payment status have been checked.
  • If payment is rejected, expired, or cannot be confirmed, points are not added to the account.
Case by case

Refund Policy

Refunds are reviewed by the team case by case. A refund is not automatic and is not guaranteed.

  • Refund review may be considered for duplicate payment, successful payment with no points received, overpayment, or a confirmed system error.
  • Refunds are not available for changed mind, points already spent, cards already opened, goods already delivered, Promo Points redeemed, or used rewards/discounts.
  • To request a review, send your Order ID, payment proof, account email or username, and contact method. Never send OTPs, card numbers, bank passwords, or secret credentials.

Shipping Policy

Shipping is based on the address and card list confirmed when you request delivery.

  • Shipping options, fees, and timelines follow the information shown in the app.
  • Please make sure your name, address, and contact details are correct before submitting a shipping request.
  • Tracking and delivery status will appear in the shipping or history pages when available.
Not cash

Promo Points Policy

Promo Points are member benefits for fixed rewards or discounts. They are not cash and are not top up points.

  • Promo Points cannot be withdrawn, transferred, sold, cashed out, or converted into top up points.
  • They may be used only for fixed, non-random benefits such as shipping discounts or approved member rewards.
  • Promo Points are tracked separately from payment top ups and card openings.
Real cards

Randomized Physical Product Policy

Board openings are for collectible physical cards. They are not a way to earn money or financial returns.

  • Every paid opening is linked to real card stock recorded by the system.
  • The service does not promise cash returns, resale value, investment returns, or profit.
  • If the system cannot confirm card stock or opening status, the app may ask you to refresh or try again.
Checklist

Contact / Dispute Policy

If you need help or a dispute review, send enough information for support to check the order.

  • Include your Order ID, payment slip, and account email.
  • Do not send OTPs, bank passwords, or full card numbers.
  • Support may ask for more proof when checking payment, refund, shipping, or account issues.
04

Contact

  • Include your Order ID when the issue is about payment, points, cards, shipping, or refund review.
  • Send your payment slip or proof only when support needs to check a payment or refund request.
  • Never send OTPs, full card numbers, bank passwords, or any secret login details.

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