Refund policy

At Pokoloko, we're proud of our product quality and craftsmanship. Your experience is our top priority. All products are checked for quality prior to shipping. If your Poko product is damaged and/or defective, email our customer service team at support@pokoloko.com within 48 hours of receipt and we will gladly find a solution for you. 

Shipping:

Shipping typically takes 2-7 business days within Canada & USA. If an order is placed on a weekend or holiday, it may be processed for shipping within the next 1-2 business days.

Canadian Return Policy:

To initiate a return for an online order, please email us at support@pokoloko.com within 14 days of delivery of your order. Items must be in their original condition and packaging with tags attached. Proof of purchase is required. Only regular priced items are eligible for returns. 

Items purchased on sale, or with a discount code, are final sale, and not eligible for a full refund. The only exception to this is any regular priced item purchase using the Welcome discount code may be refunded. All sale items purchased with this Welcome discount will be final sale. 

Online orders can be returned or exchanged at one of branded Polokoko stores located in Ottawa and Almonte within the 14 day return policy. Proof of purchase is required.  

Return Shipping (if applicable):

To return your product, please mail items to: 

Pokoloko, 15 Blvd Fournier Unit 8, Gatineau, Quebec, Canada, J8X 3P1

*Please note: Packing, shipping and applicable costs for returning items are the responsibility of the customer.

Please be sure to save your tracking number in case there is any difficulty with any courier transporting your return to us such that we may need further investigation in the case of any return being lost in transport. 

USA Return Policy:

Currently, refunds are only supported within Canada due to high duties and taxes associated with returning items to Canada. These costs would be deducted from the original order amount, resulting in a reduced refund. As a result, all USA orders are final sale.

Lost, stolen and missing parcels:

Pokoloko will attempt to assist customers with incorrectly delivered, lost, or stolen packages, as well as orders sent to incorrect shipping addresses provided at checkout; however, Pokoloko is not responsible for these occurrences and is unable to offer refunds or replacements in these cases.

In Store Return Policy:

We cannot accept returns without a proof of purchase. We offer full refunds on all regular-priced items within 14 days of purchase. Returned items must be in their original condition with packaging and tags attached. Please note that all sale and discounted items are final sale.

Late or missing refunds (if applicable):

If you haven't received a refund yet, first please check your bank account again, then please contact your credit card company. It may take some time before your refund is officially posted by your banking system. 

Thank you very much for being part of our community, we deeply appreciate you!