FREE STANDARD SHIPPING ON ORDERS OVER $50

Shipping FAQ

HOLIDAY SHIPPING GUIDELINES

PLACE YOUR ORDER BY 12PM PST ON THE FOLLOWING DATES TO ENSURE DELIVERY BY DEC. 25:

Due to the high volume of mail during the holiday season, delivery by Dec. 25th is not guaranteed on orders placed with Standard Flat Rate Shipping, UPS Ground, or UPS 3-Day service. Due to difficult holiday shipping schedules, Poketo does not guarantee Christmas (12/25/16) delivery. Circumstances such as credit card verification delays, shipping company delays, can affect delivery times.

For the most accurate tracking information, please select UPS or DHL delivery at checkout.

DOMESTIC SHIPPING

Free and Flat Rate Domestic Shipping 

We offer free standard shipping on domestic orders of $100 and over within the the contiguous 48 United States of America, excluding Hawaii and Alaska. Orders must total $100 or more after discounts and promo codes are applied to qualify for free shipping.

We offer a flat rate shipping of $7.95 for standard shipments under $100 anywhere in the United States of America.


HOW LONG DO DOMESTIC SHIPPING METHODS TAKE?

  • Free standard shipping for orders over $100.
  • Standard Flat Rate Shipping of any order below $100: $7.95.  2-7 days.
  • USPS Priority Mail: 2-5 business days. Shipping rates vary.
  • Standard UPS Ground: 4-7 business days. No weekend delivery. Rates vary.
  • UPS 3-Day: Delivery in 3 business days. No weekend delivery. Rates vary.
  • UPS 2-Day: Delivery in 2 business days. No Weekend Delivery. Rates vary. 
  • UPS Next Day Saver: Delivery end of next business day + processing time. Must be ordered on a business day. No weekend delivery. Rates vary. 
  • Orders shipped to APO/FPO, Alaska, Hawaii, US territories, and PO Boxes cannot be expedited and will be shipped via USPS Priority Mail.
  • Please Note: Shipping time does not include weekends or holidays.

  • I LIVE IN THE LOS ANGELES AREA- CAN I PICK UP MY ONLINE ORDER INSTEAD OF HAVING IT SHIPPED?

    You can pick up your items at our flagship store in Downtown Los Angeles. During step 2 of the checkout process, choose Free In-Store Pickup as the shipping method. This will omit any shipping costs and we'll have the order waiting for you at our 820 E. 3rd Street, Los Angeles, CA 90013 location. This option is only available for people ordering within California and able to pick up the order at our Downtown Los Angeles location located at 820 E. 3rd Street, Los Angeles, CA 90013. Once the order is placed, please wait for separate email confirmation that your order is ready for pickup. Online orders are processed 9:00 am to 12:00 pm, Monday through Friday, but not during weekends or major holidays. Orders placed after 12:00 pm during the weekday, or during weekends or major holidays will be processed the next business day. Bring a copy of your order and a photo ID to the store to pick up your order. Orders will be held for 7 days.


    WHEN DO I RECEIVE MY TRACKING NUMBER / HOW CAN I CHECK ORDER STATUS?

    Once your order has been shipped you will receive an email with order and tracking information.


    I ordered using expedited shipping. When can I expect my order? 

    For overnight shipping, delivery will be made in one business day. For 3-day and 2-day shipping, please note that it does not include weekends. For 3-day, it will be made on the 3rd business day and so on. Weekend delivery is not available. Please also keep in mind that the time of day of that the order is placed may affect when the order is processed.

    To inquire about faster delivery options, please contact customerservice@poketo.com

    INTERNATIONAL SHIPPING

    Import taxes and customs fees & Delays & Lost in Delivery

    You are responsible for import taxes or other customs fees for your package. Every country has its own shipping rules and regulations that restrict certain items. Please note that shipments can be held in customs for a long time and it’s totally out of Poketo’s control. The best thing would be to contact your local customs office directly. If you decide to refuse any shipments, Poketo will not grant refunds of any kind. If you are an international customer please take some time to refer to the list of items restricted by your country before placing your order. For international orders we highly recommend the Flatrate DHL Express or UPS options so that your package can be tracked and delivered with confidence.


    Flat Rate International Shipping and how it's calculated

    We offer flat rate shipping for our international customers as well! If your order is between 0.1 - 2.0 lbs, you will qualify for our Flat Rate DHL Express (2-5 Business Days) service. The service is through DHL which comes with tracking and up to $100 of insurance. If your order is 5.1 pounds and over you will have other options. Shipping prices are based on the weight of your order and will be automatically calculated before you check out, so you'll know exactly how much you'll be paying before finalizing your order. Prices are set by the carrier, and you'll see all of the shipping options listed in the shopping cart when you are ready to check out. You can input your city and country and you'll see a shipping estimator. Remember, all international shipments do not include import and customs tax that you may incur once the package arrives in your country.


    How long do international shipping methods take and how much do they cost?

    Flat Rate DHL Express: Rates vary by destination. 2-5 Business Days available anywhere in the world up to 2 lbs (actual and dimensional weight). Secure tracking from door to door. We highly recommend this option as this is the most affordable and secure option Standard UPS Ground (to Canada only): Rates vary. 6-10 business days. Secure tracking from door to door.

    UPS Worldwide Expedited: Rates vary. 3-7 business days to major destinations. Secure tracking from door to door.
    USPS Priority Mail: Rates vary. 6-10 business days to major destinations. No door to door tracking. Only to the nearest local post office.
    USPS First Class: Rates vary. 10-30 business days to major destinations for most of packages. No tracking. 

    Please note: Shipping time does not include weekends or holidays. Please note, you are responsible for import taxes and other customs fees. We are not responsible and we will not grant refunds or pay your import taxes.  We are not responsible for lost or undelivered packages. Also, we always refund the overcharge on shipping, if the shipping calculation happens to charge you more than the actual cost. So rest assured!


    FREQUENTLY ASKED QUESTIONS

    GIFT WRAPPING SERVICE

    We now offer gift wrapping service at checkout for an additional $20. All items in your order will be placed in one gift box and wrapped in one of our signature Poketo wrapping papers. If you would like your items gift wrapped individually, please place separate orders for each of your items and select the gift wrap option at checkout. Please note some items are not eligible for gift wrapping. If you have questions regarding gift wrap service, please contact customerservice@poketo.com


    Who's responsible for import taxes and customs fees & delays & lost in delivery for an international order? 

    You are responsible for import taxes or other customs fees for your package. Every country has its own shipping rules and regulations that restrict certain items. Please note that shipments can be held in customs for a long time and it’s totally out of Poketo’s control. The best thing would be to contact your local customs office directly. If you decide to refuse any shipments, Poketo will not grant refunds of any kind. If you are an international customer please take some time to refer to the list of items restricted by your country before placing your order. For international orders we highly recommend the Flatrate DHL Express or UPS options so that your package can be tracked and delivered with confidence.


    How long will it take to process my orders?

    Orders placed Monday through Friday are typically processed and shipped the same business day the order is received. Orders placed over the weekend or during a holiday will be shipped the following Monday. Please note that depending on the number of orders, it can sometimes take longer. 


    HOW CAN I CHECK ORDER STATUS?

    Once your order has been shipped you will receive an email with order and tracking information.


    WHAT HAPPENS TO LOST/STOLEN PACKAGES?

    We are not responsible for lost, stolen, or delayed packages. For international orders we highly recommend the Flatrate DHL Express or UPS options. For all domestic orders we would suggest using UPS so that your package can be tracked and delivered safely and with confidence. 


    I put in the wrong shipping address. What can you do?

    Unfortunately, not much. We are only responsible for shipping and handling charges on items that were sent incorrectly. We cannot resend your items to you. If the item comes back to us, you will need to pay for the shipping charges again in order for you to receive the items, and we cannot refund the shipping fees.


    CAN I COMBINE MULTIPLE ORDERS?

    This causes delays and shipping errors. If you have placed multiple orders they will be shipped separately.


    Can you ship to an address other than my billing address? 

    Yes. Just put in a different shipping address in the checkout. You must give us the correct billing address and the phone number your credit card company has listed on your account. This is for verification purposes. Poketo does not ship any order without proper billing information.


    CAN I CHANGE MY ORDER AFTER IT HAS BEEN PLACED?

    Usually, no. Depending on where your order is in our process we might be able to change your order. Contact us to request a change. Many orders leave our store within a few hours, so it is sometimes impossible to stop your order from shipping. In this case our customer service representative will assist you with a return request.


    DO YOU HAVE EVERYTHING I'M ORDERING IN STOCK?

    If you are able to buy it we have it in stock. If there are any unusual circumstances with your order we will contact you immediately, so please make sure you have given us your correct email and contact information.

    Return Policy, Gift Wrapping & other info

    Please refer to our Help FAQ page.


    ANY OTHER QUESTIONS?

    Contact us via email at customerservice@poketo.com or call us at 213-537-0751. Monday through Friday we will answer within a few hours or less. If you contact us over the weekend or during a holiday we will contact you back on the next business day.