FAQ old
Contact us
If you have any questions or need help, please send us an email at poketo@patternbrands.com. We’ll get back to you as quickly as we can within the hours of 9am-6pm ET, Monday-Friday.Shipping
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.
- 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.
- 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.
- 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, and $12 flat rate shipping to Alaska and Hawaii.
- 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.
- We do offer expedited shipping on eligible orders for an additional fee.
- All USA orders are shipped via UPS, FedEx, or USPS. Carriers are selected based on the most efficient delivery.
- 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 poketo@patternbrands.com and we’ll gladly help you!
- We’re so sorry to hear this! Please send us an email at poketo@patternbrands.com and we’ll gladly help!
- Oh no! We’re so sorry to hear this. Please send us an email at poketo@patternbrands.com with a photo of the issue and we’ll take it from there.
- We have a very short window to make any changes to orders. Email us as quickly as you can at poketo@patternbrands.com with what you would like to change and we’ll do our best!
- We have a very short window to make any changes to orders. Email us as quickly as you can at poketo@patternbrands.com with the updated shipping address and we’ll do our best!
Payments
What forms of payment do you accept?- We accept all major credit cards, PayPal, Amazon Pay, ShopPay, GooglePay and Affirm.
- We’re unfortunately not able to make changes to payments once an order has been placed.
Returns
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 poketo@patternbrands.com.
- We offer a 30 day return/exchange policy! To start a return email us at poketo@patternbrands.com.
- 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 poketo@patternbrands.com.
Products
Where are your products made?- Poketo products are designed in New York and manufactured in the U.S., Korea, and China.
- Unfortunately, not. Our bundles are sold as a whole unit and can’t be split for returns or exchanges.
- 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 poketo@patternbrands.com and we’ll do our best to make it right.
Discounts
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.
- We’d be happy to! Just send an email to poketo@patternbrands.com with the discount you intended to use and we’ll go from there.
- Send an email to poketo@patternbrands.com 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}.
- For a chance to be featured on our page, be sure to tag us @poketo .
- 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!
Gifts
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 pokekto.com or in person at the Poketo store.
Stockists
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.
Store Hours:
- Monday- Saturday: 10:00am - 6:00pm
- Sunday: 11:00am - 6:00pm
Wholesale
- 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.