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Shipping FAQ

COVID-19 Update

  • We are excited to be back in the shop fulfilling orders and helping our customers Monday-Friday!
  • Please keep in mind that we are still working with a very small team so there may be delays in shipping orders out, answering emails, and processing returns. We appreciate your patience in these cases.
  • Please take a look at the updated Returns FAQ
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WHERE DOES POKETO SHIP FROM?

Most orders are shipped from our warehouse in Las Vegas, Nevada.

DOMESTIC SHIPPING
All USA orders are shipped via UPS, FedEx, or USPS. Carriers are selected based on the most efficient delivery. Most orders are processed and out the door in 1 to 3 business days, but transit time can take up to 6 days, depending on your distance from Las Vegas, Nevada. We offer free standard shipping on domestic orders of $50+ for delivery within the contiguous 48 United States of America, excluding Hawaii and Alaska. 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, and $12 flat rate shipping to Alaska and Hawaii.

Orders that are shipped to APO/FPO, Alaska, Hawaii,and PO Boxes cannot be expedited, and will be shipped via USPS First Class Package or USPS Priority Mail.



INTERNATIONAL SHIPPING

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.

 

No Delivery via Freight Forwarding Company: International customers who elect to ship to freight forwarding or drop shipping companies may have their orders canceled at managerial discretion.


WHEN DO I RECEIVE MY TRACKING NUMBER / HOW CAN I CHECK ORDER STATUS?
Orders are generally processed and shipped Monday - Friday 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.

 

OTHER QUESTIONS:

MY PACKAGE IS LOST, STOLEN OR DAMAGED - CAN YOU SEND ME A REPLACEMENT? 

Unfortunately, Poketo is not responsible for lost or stolen packages or packages damaged in transit. 

If you see major damage to your package or any other issues with delivery, please take a picture of your package before opening it and send it to poketo@patternbrands.com If you believe your package is lost or stolen, please contact us as soon as possible with your order number and tracking number (please be prepared to provide an alternative and secure address if a second delivery attempt is necessary).



I PUT IN THE WRONG SHIPPING ADDRESS
Contact us as soon as possible with your order number and correct shipping address at poketo@patternbrands.com. Please note that if you have already received your shipping confirmation, and your order has been shipped, it may not be possible for us to intercept the package.

I WANT TO CHANGE MY ORDER THAT I PLACED

Unfortunately, we cannot modify the order once it is placed, however, we can cancel your order prior to fulfillment. Please contact us immediately with your order number at poketo@patternbrands.com to cancel an order. 


WHAT IS YOUR RETURN POLICY?  
Please refer to our Return Policy.

OTHER QUESTIONS?
Email us at poketo@patternbrands.com. Poketo Online Customer Service is in the office Monday - Friday, 9:00 A.M. - 6:00 P.M., Eastern Standard Time. We typically respond on weekdays within 24 hours. If you contact us over the weekend or during a holiday we will contact you back on the next business day.