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Help FAQ

RETURN POLICY

Take a look at our updated Return Policy here: Return Policy

COLORS

We have made efforts to accurately display the colors of products that appear on www.poketo.com. However, as the actual colors you see will depend on your monitor and/or other technological circumstance, Poketo cannot and does not guarantee that your monitor's display of any color will be accurate.

DAMAGED SHIPMENTS

Poketo has selected carriers that provide the best possible shipping and customer care; however, issues may arise. 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 was stolen or lost, 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).

FRAUD PREVENTION

Poketo takes fraud prevention seriously and will continually work to protect the security of our card-carrying customers. Poketo reserves the right to flag any online order for fraud prevention purposes. This may cause delays in processing orders. Customers are encouraged to provide accurate contact information and customer service representatives will make any correspondence attempts to the contact information provided. Customers submitting orders with varying information may be subject to such delays in processing. Flagged orders may be held from processing to await explanation regarding the variance between the billing and shipping information provided. First-time orders from new customers at above-average dollar amounts may only be authorized to ship to the billing address provided. Orders submitted using unsupported credit card information (often international) may be asked to confirm authorization by submitting a government-issued identification card that matches the information on file with the bank for the credit card holder. International customers who elect to ship to freight forwarding/drop shipping companies may have their orders canceled at managerial discretion.

GIFT WRAP

We offer gift wrapping service for $15 per order. To select this option, check the box in your cart at checkout to add gift wrap to your order. All items in your order will be wrapped as neatly and efficiently as possible typically with kraft paper and ribbon. Some items offered on www.poketo.com are not eligible for gift wrapping--see item descriptions for details. 

I HAVE A COUPON CODE BUT FORGOT TO USE IT
We can apply a discount code retroactively as long as your order has not been processed. Please contact us immediately at customerservice@poketo.com with your order number and discount code in the event that you forgot to use the code at checkout. If you have already received your shipping confirmation, we will not be able to apply the discount code.

IN-STORE GIFT CARDS: CAN I USE A GIFT CARD I PURCHASED FROM A POKETO STORE LOCATION FOR PURCHASES ON WWW.POKETO.COM?
Unfortunately, gift cards purchased in our stores may only be used for in-store purchases, and are not redeemable on www.poketo.com.

ONLINE GIFT CARDS: CAN I USE AN ONLINE GIFT CARD AT YOUR STORE LOCATIONS?
Unfortunately, our online gift cards must be used online at www.poketo.com only. 

PRIVACY AND SECURITY

Any information we collect from you is for the sole purpose of processing your order and will not be sold, exchanged, or otherwise disclosed to anyone. To access, update, or change your personal information, log into your Poketo account and modify your information. We employ industry-accepted standards in protecting your personal information during its transmission on Poketo.com. We utilize SSL [Secure Socket Layer] technology to protect your sensitive information on Poketo during its transmission.

SHIPPING
All domestic and international shipping information can be found here: Shipping FAQ.

SHIPPING INSURANCE

Poketo is proud to offer shipping insurance for your order through Route, a third party application. Route ensures protection of customers' shipments in case lost, stolen, or damaged. In order to apply for Route's shipping insurance, you are given the option to add the insurance during check out, and a fee of generally 1% of your order value will be charged to your payment method. To select the insurance coverage, simply click the option at checkout.

TAXES, SHIPPING & HANDLING, CUSTOMS AND DUTIES CHARGES

All USA orders are shipped via UPS or USPS. All international orders are shipped via UPS, DHL or USPS to destination country's postal system. Carriers are selected based on the most efficient delivery. International customers are responsible for customs duties and/or brokerage fees that the delivery service will impose upon delivery, in addition to shipping costs assessed during checkout. All California residents will incur sales tax as set by the State of California and/or the County to which your delivery will be shipped.

WHOLESALE INQUIRIES
To become a Poketo stockist, please email us at wholesale@poketo.com. In your email, tell us about your store, where it is located, what lines or other brands you carry, your resale certificate number, and we will provide you with a login and password to access our wholesale site.

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 9 am - 5 pm Pacific Standard Time. We typically respond within 24 hours on weekdays. If you contact us over the weekend or during a holiday we will contact you back on the next business day.