Shipping policy
At Pokoza, we want shipping to be as smooth and worry-free as your shopping experience. Please review the details below so you know exactly what to expect.
Order Processing Times
All orders are processed by our fulfillment team once your purchase is confirmed.
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Processing time: 2–4 business days
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You’ll receive a shipping confirmation email with a tracking number as soon as your order ships.
Please note: Processing times do not include weekends or holidays.
Shipping Times
Due to high demand on some of our most popular products, our standard delivery timeframe is 8–14 business days, depending on your location.
We use this range as a precaution to account for carrier delays, customs, and other factors. In many cases, orders arrive sooner than the maximum timeframe.
Shipping Fees
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Shipping fees are non-refundable once an order has shipped.
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We do not up-charge shipping costs; what you pay is what the carrier charges us.
Order Changes & Cancellations
We start processing orders as quickly as possible.
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If you wish to cancel or change your order, please contact us within 48 hours of purchase.
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Once your order has entered processing for shipment, a $15 restocking fee may apply if cancellation is still possible.
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Unfortunately, orders that have already shipped cannot be cancelled or modified.
To request a change or cancellation, please email:
📧 hello@pokoza.com
Shipping Address Accuracy
Please double-check your shipping address at checkout.
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We are not responsible for orders that cannot be delivered due to incomplete or incorrect addresses.
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Orders returned to us due to address issues may require additional shipping fees to resend.
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We do not replace or refund orders that are undeliverable because of an incorrect or incomplete address provided at checkout.
Tracking Your Order
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Tracking numbers will be sent in your shipping confirmation email to the email address used at checkout.
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It may take up to 48 hours for tracking information to update after the carrier picks up your order.
If you have trouble with your tracking number, feel free to reach out to us.
Lost, Stolen, or “Delivered” but Not Received Packages
Once an order has shipped, it is in the care of the shipping carrier.
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If your package is marked as “Delivered” but you have not received it, we recommend:
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Checking with household members or neighbors
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Confirming the address used at checkout
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Contacting your local post office or carrier to open a claim
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We do not issue refunds for orders that are scanned as “Delivered” by the carrier.
If you believe your package is lost or stolen, we’re happy to help guide you through the claim process with the carrier, but we cannot guarantee reimbursement.
Return Shipping Costs
If you decide to return an item in line with our Refund Policy:
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Return shipping costs are the responsibility of the customer.
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We do not provide prepaid return labels unless otherwise stated.
Please refer to our Refund Policy for full details on eligibility and conditions.
Where Your Order Ships From
To get your order to you as quickly as possible, we may ship from:
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Our domestic fulfillment center, or
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Our international fulfillment partners
The shipping origin will depend on current inventory levels and your delivery location.
Questions? We’re Here to Help.
If you have any questions about shipping, delivery times, or your specific order, please contact us:
We typically respond within 24 hours on business days.