Frequently Asked Questions

Questions, comments, or issues with an existing order? Drop us a line below or email us at and we'll get back to you as soon as possible.

Contact us 

If you have any questions or need help, please send us an email at We’ll get back to you as quickly as we can within the hours of 9am-6pm ET, Monday-Friday.


Where do you ship?

  • We ship to the 48 contiguous U.S. states and internationally to Canada. We’re not currently able to ship to Alaska and Hawaii. 

How does international shipping work?

  • We currently only ship internationally to Canada. All international orders are shipped via UPS, DHL or USPS to your destination country's postal service. Carriers are selected based on the most efficient delivery. Shipping cost is generally determined by actual weight of goods and packaging, however, occasionally, the cost may be determined by the dimensional weight of the package (depending on size of the order). 
  • Customs Duties, Taxes and Brokerage Fees: International shipments require additional duties and taxes to be paid by the customer at the time of delivery, which are not covered in our shipping rates. Make sure to check with your local postal service or customs office to find out what these fees will be before you place your order. Poketo is not responsible for packages held in customs or for any customs duties or brokerage fees owed. If you decide to refuse a shipment, Poketo will not grant refunds of any kind.  
  • For our Canadian customers, to minimize high brokerage fees for imported goods, we strongly recommend choosing USPS First Class International Package or USPS Priority International service for your shipping service, both delivered to Canada Post for final delivery. Final delivery times may vary.

Do you ship to APO, FPO, or P.O. Boxes?

  • Yes! All orders shipping to APO, FPO, or P.O. Boxes are shipped via USPS First Class Package or USPS Priority Mail and cannot be expedited.

Do you offer free shipping?

  • We offer free standard shipping within the contiguous 48 states on orders over $50. To be eligible, the order must total $50 or more after discounts and promo codes. For all other orders below $50 we still offer $8.95 flat rate shipping to the 48 contiguous states.

How long will my order take to arrive?

  • Orders usually take 1-2 business days to process in our warehouse, and shipping time will vary depending on shipping address and speed, but in general should take 2-7 business days. 
  • *During the holiday season, orders can take up to 5 business days to process in our warehouse and 2-10 business days in transit.

Do you offer expedited shipping?

  • We do offer expedited shipping on eligible orders for an additional fee. 

What shipping carrier do you use?

  • All USA orders are shipped via UPS, FedEx, or USPS. Carriers are selected based on the most efficient delivery. 

What is my tracking number?

  • Your tracking number is emailed to you once your order ships out from our warehouse. Tracking numbers can take up to 24 hours to update once your order is with the carrier. If you’re having any trouble locating your tracking number, please send us an email at and we’ll gladly help you! 

I can’t find my order?

My order arrived damaged. What should I do?

  • Oh no! We’re so sorry to hear this. Please send us an email at  with a photo of the issue and we’ll take it from there.

I just placed my order. Can I change it?

  • We have a very short window to make any changes to orders. Email us as quickly as you can at  with what you would like to change and we’ll do our best! 

Can I change my shipping address?

  • We have a very short window to make any changes to orders. Email us as quickly as you can at with the updated shipping address and we’ll do our best! 


Do you offer free returns?

  • We do offer free returns within our 30 day return window. To start a return send us an email at

How do I return?

What is the status of my return & refund?

  • Returns can take up to 10 business days to process, and then once processed, your refund can take another 2-7 business days. We do our best to process returns and refunds quickly! If you have any questions, please send us an email at

Can I return Final Sale Items?

  • Items marked as “Final Sale” on our website are non-refundable and non-exchangeable. By purchasing these items, you acknowledge and accept that they cannot be returned for a refund or exchanged for another product, unless there is a manufacturing defect or an error on our part. We strongly encourage you to review the product details, sizing, and any available information before making a final sale purchase. Please contact our customer support team if you have any questions or concerns about a “Final Sale” item prior to making your purchase. Your satisfaction is important to us, and we are here to assist you in any way we can.


What forms of payment do you accept?

  • We accept all major credit cards, PayPal, Amazon Pay, ShopPay, GooglePay and Affirm. 

I just placed my order. Can I change my payment method?

  • We’re unfortunately not able to make changes to payments once an order has been placed. 


Where are your products made?

  • Poketo products are designed in New York and manufactured in the U.S., Korea, and China.   

I purchased a bundle. Can I return or exchange just one of the items?

  • Unfortunately, not. Our bundles are sold as a whole unit and can’t be split for returns or exchanges.

Do you offer a warranty?

  • We don’t offer a warranty, but we take pride in the products we create and sell and want you to be happy. If any issues arise, please reach out to us at and we’ll do our best to make it right. 


Do you offer a discount on first orders?

  • Yes! We offer 10% off first orders for newsletter subscribers. The discount is valid only on full priced items, cannot be combined with other discounts and must be redeemed within 30 days.   

I forgot to apply my discount. Can you retroactively apply it?

  • We’d be happy to! Just send an email to with the discount you intended to use and we’ll go from there. 

I had a discount that expired before I could use it. Can you honor the code still?

  • Send an email to with the discount you intended to use and we’ll do our best to make it happen!  

Social Media

Where can I follow you?

  • We’re so glad you asked! You can follow us on Instagram {here}.

Will you feature my post?

  • For a chance to be featured on our page, be sure to tag us @poketo .

How can we collaborate on social?

  • If you’d like to collaborate with us on social, please send us a DM at @poketo. Someone from our social team will get back to you!  


Do you offer gift cards?

  • We do offer digital gift cards in amounts of $20-$200. You can purchase a gift card {here}. Our gift cards can be redeemed online at or in person at the Poketo store. 


Where can I shop your products in person?

  • You can shop Poketo and other Pattern Family Brands in store at 1233 Montana Ave, Santa Monica, CA 90403.
  • Our Store hours are Monday- Saturday: 10:00am - 6:00pm and Sunday: 11:00am - 6:00pm


  • To become a Poketo stockist, please email us at In your email, tell us about your store, where it is located, what lines or other brands you carry, your resale certificate number.