HOLIDAY SHIPPING DEADLINES
*Dates are based on transit times provided by carriers. Excludes APO/FPO, Alaska, and Hawaii. International orders may experience customs delays.
Returns must be accepted by Jan 14th, 2019
FREE AND FLAT DOMESTIC SHIPPING
We offer free standard shipping on domestic orders of $100 and over within 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 $8.95 for standard shipments under $100 anywhere in the United States of America.
HOW LONG DO DOMESTIC SHIPPING METHODS TAKE?
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 email@example.com or call us at (213) 537-0751 and request to speak with online customer service.
IMPORT TAXES AND CUSTOMS FEES & DELAYS & LOST 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.
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 the 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!
GIFT WRAPPING SERVICE
FREQUENTLY ASKED QUESTIONS
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 firstname.lastname@example.org
HOW LONG WILL IT TAKE TO PROCESS MY ORDERS?
Orders are typically processed and shipped between 9 am and 11 am 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 email@example.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 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 firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org 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.