FAQs

We manufacture in Poco's small factory in Canada (we call it the poco magic house)and complete the packaging and quality inspection at the company warehouse in Kentucky. And send the product born from it to the world.

We now have two global warehouses; the third is still under construction. The first one is located in Kentucky, USA, and the Kentucky main warehouse is responsible for the delivery of North and South America. The second warehouse is located in Kowloon, Hong Kong, and the Hong Kong warehouse is responsible for the delivery of orders in East Asia and Oceania. The third warehouse is located in Bremen, Germany, and is still in communication with the site. At present, European orders are shipped by the purchased goods and the detailed area. Close cooperation with major logistics providers compresses the delivery time within 6-7 working days. (For special addresses such as Greenland, please communicate with customer service through support@pocokids.com after placing an order to choose the most convenient shipping method for you). If you have any questions about shipping, please check our shipping policy.

We support shipping to 70% of the world's countries and counting! Except for special addresses, including but not limited to remote islands, armed forces, etc.

We ship through mainstream logistics companies such as USPS/UPS/FEDEX/DHL. Please refer to your order's tracking number for its progress. Sometimes tracking takes 24-48 hours to update online.If your order is marked as delivered but has not yet arrived, please allow 24 hours as it will usually be delivered within that time.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here.

We accept payments from major credit card companies like Visa, Mastercard, and American Express.

Of course! We do offer refunds for orders within 30 days of purchase. However, please ensure that the product is in a brand-new, resalable condition. If it meets these criteria, we'll gladly process your refund.

We strive to process refunds promptly. Once your return is approved, we'll process the refund within 24-72 hours. The refunded amount should then reflect in your original account within 3-5 business days.

Absolutely. First and foremost, the item must be in brand-new, resalable condition. For returns due to size issues, we only accept orders within 30 days of purchase and will refund the product cost (excluding shipping fees). For exchanges, customers are responsible for the shipping costs of the new package.