FAQs

GENERAL

1. Who is POIZON?

Founded in 2015, POIZON is a premier online marketplace boasting an extensive collection of over 300,000 products — ranging from sneakers, apparel, and accessories to bags, watches, and collectibles. Featuring top brands like Nike, Air Jordan, Adidas, New Balance, Gucci, Louis Vuitton, and many more.
We ensure 100% authenticity with a verification tag before every shipment. Thanks to our dedicated team of experienced authenticators and state-of-the-art research labs, we've authenticated more than 330 million items. Our globally-sourced products come from over 18 countries, and we continually welcome new vendors and individual sellers to our platform. Experience exceptional 24/7 customer support and benefit from our 3-day No Hassle Return Policy.

2. Are products on POIZON real?

Yes. POIZON has always been a faithful company that makes great efforts to ensure authentic products.
POIZON promises that every item sold on our website undergoes rigorous authentication by our specialist team before shipment. Backed by cutting-edge research labs and AI technology, we've authenticated over 330 million products, attested by our triad of authentication: the POIZON box, verification tags, and an authentication certificate. Shop with confidence!

3. How do I get in touch with POIZON?

Thank you for your interests in POIZON. There are several ways you can reach out to us.
You can contact us through live chat by clicking online support on our website poizonapp.com to talk to our agents or leave a message.
You can also contact us via email at support@poizonapp.com. We aim to respond to you within two hours.

4. How can I become a seller?

If you are an individual seller, you can download the APP or visit www.poizon.com and register to start your business immediately.
If you are a vendor and intend to cooperate with us, you may go to our website for sellers at www.poizon.com and leave your contact information on the site. A specialist will reach out to you within one or two business days.

AUTHENTICATION SERVICE

1. What is your authentication service about? How do I get started?

We offer 24/7 free online AUTHENTICATION service. If you want to know the authenticity of your sneakers, apparel, accessories, etc, you can follow the instructions at https://www.poizonapp.com/authentication/home and click try now to get started.

2. What brands can you authenticate?

Presently, our expertise extends to authenticating over 350 renown brands, including Air Jordan, Nike, Supreme, LV, and Hermes, among others. To explore the full list, you can complete your authentication submission. Should you wish to see additional brands included in our authentication services, please drop us an email at authenticate@poizonapp.com. The image provided only showcases a fraction of the many brands we cover.

3. My item was identified as fake. Can you tell me why?

In our commitment to preventing counterfeit products and protecting your rights, we unfortunately cannot disclose all details. Should you question your authentication result, contact us at authenticate@poizonapp.com with your check number, and we'll double check.

4. How do I know my results? Will I get a certificate?

Users will receive an email upon completion of the authentication process. Registered users can also view their results by logging into their POIZON account at www.poizonapp.com and check the result under My Authentication.

SIZE & STOCK

1. Are these shoes for men or women?

Please refer to the product details page. M stands for Men while W stands for Women. If you would like to know more information about our products, you can also reach us through live chat on our website or write an email to support@poizonapp.com.

2. Are your items all true to sizes?

Yes. The majority of our items adhere to US sizes. Please refer to the product details page for guidance. Given the varied sizing standards across brands, you can also contact us via live chat or email consulting about the specific product, so that we can provide detailed guidance and recommendation!

3. How can I know if something is in stock?

Our inventory constantly evolves daily. If an item or size is purchasable, you'll successfully finalize your order.

PAYMENT

1. Which currencies are accepted?

We process all orders in US dollars for now. We apologize if this causes you any inconvenience.

2. Which payment methods can I use?

POIZON facilitates payments through multiple avenues, including Paypal, Visa, Mastercard, Amex, and Unionpay. We're on track to introduce more options shortly.

3. Will I be charged sales tax?

Yes, but do note that sales tax percentages differ among states. Detailed breakdowns are available at the checkout.

4. Why did the payment fail?

Various factors might be at play, from mismatched billing details to card-related issues. Rest assured, failed transactions will not result in charges. We advise contacting your bank for assistance.

ORDERS

1. Is there an order confirmation email?

Yes, a confirmation email will be promptly sent post-purchase. Please ensure your email address is accurate and remember to check your spam folder as well.

2. Why was my order canceled?

Your order may be canceled due to unspecified reasons. Please try to switch to another payment method first. If you need further help, you may contact us by clicking online support on poizonapp.com or write an email to support@poizonapp.com.

3. Can I cancel my order?

Yes. To cancel an order, simply tap the Cancel Order button on the order details page. However, do note cancellations are only possible prior to order confirmation. Once it is confirmed, your order is ready to be shipped, so the order can not be canceled then.

4. Where can I view my order ID and order details?

After you place an order, we will send you an order confirmation email to the email address you left during checkout. Therefore, please enter a valid and correct email address so we can reach you if there are any issues.

5. Can I modify my order after I pay?

Unfortunately, the order cannot be modified after successful payment. If you need further help with your order, please contact us by clicking online support on poizonapp.com or write an email to support@poizonapp.com.

SHIPPING & DELIVERY

1. How can I track my order?

We can send you a link if you like and you will be directed to the order details page with the link. You can track your order status on the order details page, and you will also receive a tracking number via email when your order is on the way! With the tracking number, you can track your order in real time.

2. How much does shipping cost?

A flat rate of $12.99 applies for shipping, with totals presented on the order page.

3. Which countries do you ship to?

Currently, our services extend solely to the US, including Alaska and Hawaii. Plans to expand are underway, so stay tuned by subscribing to our newsletter!

4. What are the delivery options? Do you offer expedited shipping?

We currently use UPS as the only delivery option. We do not offer expedited shipping at the moment, and we will try to fulfill your order as quickly as possible. Thank you for your patience and understanding.

5. What should I do if my product gets lost or damaged during shipping?

If the tracking information indicates that your product was delivered but you haven't received it, please first check with your delivery carrier, neighbors, family members, or at your residential complex's reception. If the package remains untraceable, reach out to us at support@poizonapp.com or use the live chat feature by clicking on online support on our website, poizonapp.com. Provide your order ID and any other relevant details, and we'll assist you promptly. In the event that you've received a damaged product, kindly send us your order ID, along with clear photos and/or videos of the damage, so we can evaluate and address the issue.

6. Does the package show my order information?

Rest assured, the package only includes shipping details and does not display specific order information.

7. How long does shipping take in general?

Your order will generally be delivered within 4-10 business days. The products will be authenticated before shipment to ensure a pleasant shopping experience. We appreciate your patience during this process.

RETURNS & REFUND

1. Do you accept returns?

Yes. We accept returns on all items excluding underwear and swimwear within 3 days after you receive the product. To initiate a return, please tap the Request A Return button on the order details page. For more details, you can refer to our full policy here: https://www.poizonapp.com/protocol/refund-policy

2. What should I do if I need a refund?

We're sorry to hear that your shopping experience was less than perfect. For all product issues, please contact us through live chat by clicking online support or at support@poizonapp.com with your order ID and relevant photos and/or videos within 3 days from order delivery. We encourage you to inspect your package and contact us as soon as possible if there are any issues with your orders.

3. When can I expect my refund?

You may find your refund back to the original payment method within 3-7 business days after we process your refund. Please note that the specific time depends on different financial institutions.

Still can't find the answer to your question? Please contact us through live chat by clicking online support or Send us an email at support@poizonapp.com. We aim to respond to you within two hours.

Last updated: 8/31/2023