FREE STANDARD SHIPPING ON ORDERS OVER $100 *See Details.

Shipping FAQ

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?

*All shipments are made from our Flagship location in Downtown Los Angeles
  • Free standard shipping for orders over $100. 1-7 days depending on proximity
  • Standard Flat Rate Shipping for any order below $100: $7.95.  1-7 days depending on proximity
  • USPS Priority Mail: 1-3 business days depending on proximity. Rates vary.
  • Standard UPS Ground: 1-7 business days depending on proximity. 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, and this will omit any shipping costs. 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 your order confirmation 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. Once a shipping label is printed, it may take up to 24 hours to see movement on the carrier's website.


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

    For overnight shipping, delivery will be made one business day after you've received your shipping confirmation. Please note that it does not include weekends. For 2-day, it will be made on the 2nd 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 or call us at (213) 537-0751 and request to speak with online customer service. 

    INTERNATIONAL SHIPPING

    Import taxes and customs fees & Delays & Lost in Delivery

    Every country has its own shipping rules and regulations that restrict certain items. Please take some time to refer to the list of items restricted by your country before placing your order. If you decide to refuse a shipment, Poketo will not grant refunds of any kind. Poketo cannot be held responsible for packages held in customs or for any customs duties owed. For international orders, we strongly recommend the Flat Rate DHL Express or USPS Priority 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 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. Just enter your city and country into our shipping estimator. Remember, 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. 
     

    Poketo is not responsible for lost or undelivered packages.

    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 $15. 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


    How long will it take to process my orders?

    Orders are typically processed and shipped between 9am and 11am Monday through Friday. Orders placed over the weekend or during a major holiday will be shipped the following Monday. Please note that depending on the number of orders, it can sometimes take longer. Please contact us at customerservice@poketo.com if you need an order expedited or if you are curious about processing times.


    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 Flat Rate DHL Express or USPS Priority options. For all domestic orders we would suggest choosing UPS option so that your package can be tracked and delivered safely and with confidence. 


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

    If you have completed your order and realize you've entered the wrong shipping address, please contact us immediately with your order number and correct shipping address at customerservice@poketo.com or call us at (213) 537-0751 and ask for Online Customer Service. Our e-commerce team is in the office Monday-Friday 9am-5pm, so don't panic if you don't hear back from us right away!

    If you have already received your shipping confirmation, and your order has left the building, it will not be possible for us to intercept the package. 


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

    Yes. At checkout you will be able to enter separate billing and shipping information. 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; but we can definitely cancel your order prior to fulfillment. Please contact us immediately with your order number at customerservice@poketo.com to cancel an order.

    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. Poketo Online Customer Service is in the office Monday through Friday from 9am - 5pm PST. We are typically able to respond within 24 hours. If you contact us over the weekend or during a holiday we will contact you back on the next business day.