FREE Domestic Standard Shipping over $100.

Shipping FAQ

Holiday shipping information text

holiday shipping chartsWHERE DOES POKETO SHIP FROM?

Most orders are shipped from Poketo's headquarters in Los Angeles, California. USA. As a small business, Poketo takes tremendous pride in packing, shipping, and managing its own fulfillment.

DOMESTIC SHIPPING

All USA orders are shipped via UPS 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 Los Angeles, California.

We offer a flat rate shipping of $8.95 for standard shipments under $100 anywhere in the United States of America. We offer free standard shipping on domestic orders of $100+ for delivery within the contiguous 48 United States of America, excluding Hawaii and Alaska. To be eligible, the order must total $100 or more after discounts and promo codes. 

For orders placed with expedited 3-day, 2-day and Next Day air shipping, we use UPS, so transit time only applies to weekdays and we cannot ship to PO boxes. 3-Day, 2nd Day Air and Next Day Air orders placed by 2:00 P.M. Pacific Standard Time, Monday - Friday, will ship same day (except for on holidays due to warehouse closure). Weekend delivery is not available.

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

IN-STORE PICK UP IN LOS ANGELES
We offer online customers in Los Angeles the option to pick up their orders from our Little Tokyo store in Downtown, Los Angeles. At checkout, select the shipping option "IN STORE PICKUP - Little Tokyo, Los Angeles (374 E. 2nd Street, Los Angeles, CA 90012) ONLY". We will email you when the order is ready for pick up. Orders placed before 2:00 P.M., Monday - Friday will be ready for pick up the same day. Customers are required to present identification and/or verification of credit card used for the order at pick up. In-store pick up orders need to be picked up within 2 weeks of placing the order.

INTERNATIONAL SHIPPING

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 cannot be held 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, 9:00 A.M. to 2:00 P.M., Pacific Standard Time. Orders placed over the weekend or during a major holiday typically will be shipped the next business day. 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:

DOES POKETO OFFER GIFT WRAPPING?
Yes. See our description here: Help FAQ.

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. However, we do recommend to our customers to select Route Shipping Insurance at checkout in order to cover for loss, theft or damage to your order and provide you with a timely replacement. Read about Route Shipping Insurance here: Help FAQ.

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 customerservice@poketo.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 customerservice@poketo.com or at (213) 537-0751 and ask for Customer Service. 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. If you require a change of address once an order has shipped, you may be responsible for any carrier fees for change of address.

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 customerservice@poketo.com to cancel an order. 

I WANT TO ADD TO MY ORDER THAT I PLACED, BUT I DON'T WANT TO PAY DOUBLE SHIPPING

If your first order has not been shipped, simply make a second order online, and contact us immediately with your order numbers at customerservice@poketo.com to request that we combine the orders and refund the shipping cost. 

WHAT IS YOUR RETURN POLICY?  

Please refer to our Return Policy.

OTHER QUESTIONS?
Email us at customerservice@poketo.com or call us at (213) 537-0751. Poketo Online Customer Service is in the office Monday - Friday, 9:00 A.M. - 5:00 P.M., Pacific 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.