Refund policy

We want you to be entirely delighted with your purchase from PocoKids Team! 

Pocokids 30-Day Return and Exchange Policy

Within 30 days of receiving your product, you are eligible to return or exchange it under the following conditions:

1. Condition of Item: The product must be returned in new, resalable condition, with no signs of use, damage, or wear that would affect its second sale. All original packaging must be intact, and all tags must be attached.

2. Customer-Caused Damage: We cannot accept returns or exchanges for items that have been damaged by the customer. Any damage incurred during shipping that was not caused by the customer is exempt, and customers may contact customer service directly for returns or exchanges in these cases.

3. Complete Product: Returns and exchanges are only accepted for complete products. Items returned must not be missing any labels, instructions, or pieces.

4. Restocking Fee: Items that have been opened, are no longer in intact packaging, are damaged, or materially different from how they were shipped may be subject to a restocking fee of up to 50%.

5. Unaccepted Returns: Items not accepted for return will be shipped back to the customer at the customer’s expense.

6. Alternative Refund Method: For some returns, store credit in the form of an e-card may be issued instead of a direct refund.

*Please note that Pocokids reserves the right to deny a refund or exchange for any returned item that does not meet these conditions.*

Who pays return shipping?

If your country is in the following areas, we support door-to-door return service. Please don't worry, this is what we should do, it is completely free, the purpose is to let parents feel confident that they can buy multiple sizes, the child's body will undergo magical changes every day, we are not only a business, but also parents , we can understand all your behaviors, door-to-door countries include:
Canada, United States, Netherlands, Poland, United Kingdom, Czech Republic, Australia, Brazil, Saudi Arabia, Spain, Ukraine, France, Mexico, Italy, Chile, South Korea, Japan, Switzerland, United Arab Emirates, Portugal, Israel, Russia, Belgium, Germany

• Note: This term applies to orders placed after December 3, 2023

What if I receive damaged, missing, or incorrect items?

Upon receipt of your order, please inspect your package for damaged, missing, or incorrect items and contact us WITHIN 5 BUSINESS DAYS at hello@pocokids.co or Facebook/Instagram massage or to report any problems. Please provide your order number, a photo of the damage, and your packing slip. Damaged items reported five business days or more after delivery may not be eligible for return or replacement.

Can I exchange items?

We support returns and exchanges. If you need to exchange an item due to size issues, you only need to pay the one-way shipping fee. If there is a problem with the quality of the item, you need to communicate with our customer service within 30 days, and the refund will be returned to your payment account within 5-7 working days.

Additional Information

Incorrect Shipping Address:
   If an order is returned due to an incorrect shipping address provided by the customer, the customer will be responsible for any additional shipping costs incurred for resending the order. 

Refund for Incorrect Shipping Address:
   If the customer does not wish to accept the re-shipping of the order, a return and refund can be initiated; however, please note the following:
   - A processing fee of $5 will be charged for each item being returned.
   - The refund will not include any shipping costs that were already incurred.

Shipping policy

Shipping Rates

STANDARDUSAWorldwide*Order Sub-Total$0 - $48.99$6.90$6.90$50.00 - $98.99FREE*FREE*$99.00 and upFREE*FREE*QUICK SHIP

$0 - $99.99$6.90$7.90$99.00 and upFREE*FREE*

Shipping Time

(The following time does not include the stocking time, and the stocking time is 1-3 working days)

Quick Ship and Expedited orders received after 11:00am ET will ship the next business day

Standard: 

Africa

Asia

Europe

North America

Oceania

South America

15-30Working day

5-15Working day

6-10Working day

4-8Working day

5-15Working day

10-15Working day

 Quick ship:

Africa

Asia

Europe

North America

Oceania

South America

Not Available

4-9 Working day

4-9 Working day

3-6Working day

8-10Working day

Not Available

DHL Express :

Africa

Asia

Europe

North America

Oceania

South America

Not Available

3-5Working day

2-4Working day

2-4Working day

3-5Working day

3-5Working day

The freight information of Asia, South America, and Africa belong to the category of Worldwide*

DHL Express orders received after 11:00am ET will ship the next business day. 

Where Are We Shipping From? 

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 products born from it to the world.

We now have 2 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 hello@pocokids.co after placing an order to choose the most convenient shipping method for you).

Shipping Methods

STANDARD SERVICE: Most items ship from our warehouse in Kentucky within 1-3 business days; however, some large items ship directly from the manufacturer and may take up to 2 weeks to ship. Please check the shipping tab on product pages for specific details about each individual product. Orders with Standard service will be shipped via USPS First Class, USPS Priority Mail, UPS Ground, UPS Surepost, or FedEx Home Delivery.

QUICK SHIP AND DHL Express SERVICE: Orders received by 11:00 am ET on weekdays will ship same day from our warehouse in Kentucky Via USPS. Quick Ship and Expedited orders received after 11:00am ET will ship the next business day. Quick Ship and Expedited service will not be available at checkout on orders with items shipping directly from the manufacturer.

• DHL Express is a value-added service and coupon codes cannot be used for discounts.

Estimated Delivery Times

We will provide an ESTIMATED delivery timeframe at checkout based on the items in your order and your location. Some orders may arrive in multiple shipments.

Please keep in mind that delivery timeframes are not guaranteed at this time by any carrier. Country-wide and regional delays should be expected with all carriers, so please place time-sensitive orders well in advance.

About Tax:

All your purchases at Pocokids will be paid by Pocokids for all legal taxes. Including but not limited to tariffs, and Vat. You just need to wait for the item to be delivered to your door after purchasing.
Note: Under certain circumstances, the customs will conduct an inspection and verification of the recipient of the goods, and the Pocokids team will assist you in customs clearance, please cooperate. If it is because of your non-cooperation that the customs destroy it, Pocokids will not be responsible.

List of countries that can ship

Countries list

Africa（15-30D）Asia（5-25D）Europe（5-15D）North America（2-12D）Oceania（5-15D）South America （15-30D）EgyptAfghanistanAlbaniaCanadaAustraliaArgentinaMoroccoAzerbaijanAndorraUnited States New ZealandBoliviaNigeriaBahrainAustriaBahamasPapua New GuineaBrazilSudanBangladeshBelarusMexicoFijiChileTanzaniaBhutanBelgium---Norfolk IslandColombia---BruneiBosnia and Herzegovina------Ecuador---CambodiaBulgaria------Guyana---ChinaCroatia------Paraguay---Hong KongCyprus------Peru---IndiaCzech Republic------Uruguay---IndonesiaDenmark------Venezuela---IranEstonia------------IraqFinland------------IsraelFrance------------JapanGeorgia------------JordanGermany------------KazakhstanGibraltar------------KuwaitGreece------------KyrgyzstanHungary------------LaosIceland------------LebanonIreland------------MacauIsle of Man------------MalaysiaItaly------------MaldivesKosovo------------MongoliaLatvia------------MyanmarLiechtenstein------------NepalLithuania------------North KoreaLuxembourg------------OmanMacedonia------------PakistanMalta------------PalestineMoldova------------PhilippinesMonaco------------QatarMontenegro------------RussiaNetherlands------------Saudi ArabiaNorway------------SingaporePoland------------South KoreaPortugal------------Sri LankaRomania------------SyriaRussia------------TaiwanSan Marino------------TajikistanSerbia------------ThailandSlovakia------------Timor-LesteSlovenia------------TurkeySpain------------TurkmenistanSweden------------United Arab EmiratesSwitzerland------------UzbekistanUkraine------------VietnamUnited Kingdom------------YemenVatican City---------------------------

If you still have any questions about shipping, please contact hello@pocokids.co

Payment

Thanks for choosing PocoKids, we appreciate your decision to proceed with the payment. To make the payments at our online store safe and secure enough, we have adopted the lastest payment encryption technology. At the same time, our website has applied the SSL(encryption link) to avoid any information leakage.

We work with the most popular banks and e-commerce payment experts. Currently, we support PayPal, ShopPay installment payment, and credit/debit cards. Kindly check the below information to know more details:

Pay with PayPal

PayPal is a popular e-commerce digital payment around the world, and our online store supports this method of payment. You can now proceed with your payment easily, quickly, and securely with PayPal at our online store.

Pay with ShopPay

ShopPay is a world's renowned installment payment expert, and to provide a great shopping experience, our online store now supports ShopPay installment payment. You can enjoy 4 interest-free equal installment payments. However, please note that ShopPay has the final right to decide if you can enjoy the 4 interest-free equal installment payments. 

Pay with credit/debit card

Our online store in the US supports credit/debit card issued by Diners Club, Discover, Master Card, Visa, and American Express.

When you decide to pay with a credit/debit card, you need the following information to proceed with the secure payment: the name on the card, the card number, the month and year when the card expires, and the digital security code.

Please notice that PocoKids does not save your credit/debit card number and personal information entered into the payment field when you proceed with a payment. For questions about the transactions on your bank card, please contact the bank that issued your credit/debit card.

Kindly note that if you pay by credit card, your payment could somehow be denied at the checkout by our system in defense against possible credit card fraud. It's a good idea to call your credit card company or bank ahead of time to let them know about the purchase so that it doesn't get declined.

If you pay by credit card, your payment could be somehow denied at the checkout by our system in defense against possible credit card fraud. It's a good idea to call your credit card company or bank ahead of time to let them know about the purchase so that it doesn't get declined.

Under such circumstance, here are 3 solutions for you:

1. If you have a PayPal account, please try to pay by PayPal.

2. If you do not have a PayPal account, please select PayPal still at the checkout page & click the complete order button. Then you'll be directed to a page with access to both PayPal and Debit/Credit card payment (for the latter option, you don't have to register for PayPal).

3. Please switch to your other credit/debit cards.

As following steps:

Step 1. Select PayPal (even if you don't have a PayPal account)

Step 2. Click on "Pay with Debit or Credit Card".

Step 3. Fill in your credit card info and complete your order.

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. For Pocotoys, your trust always comes first.

I wish you a happy shopping, if you have any questions, please contact our 24/7 customer service ❤