Shipping policy
Shipping policy
Poke Robe partners with major international shipping companies like FedEx, DHL, UPS, and EMS, who work with local couriers. That lets us ship straight to your door and offer flat-rate shipping worldwide.
You'll be charged when you place your order. All payments are subject to verification and approval before shipping. To help fight credit card fraud, orders with incorrect billing information or that need extra verification may be delayed or cancelled.
Made-to-Order Processing
Every Poke Robe is made to order after you check out, so please allow extra time for us to make it before it ships. Production usually takes 10–15 business days. It may take a little longer around major holidays and busy seasons.
Production starts soon after your order is placed, so we can't make changes once it's in progress, including address changes. We will only ship to the address you entered at checkout.
We only ship on business days, not on Saturdays, Sundays, or holidays. Once your order ships, you'll receive a Shipping Confirmation email.
If you order more than one item, they may ship separately and arrive on different dates.
Tracking
Every order ships with a tracking number. You'll receive it by email once your order is dispatched to the carrier.
With some carriers, tracking can take several days to update. If your order has shipped and your tracking still shows no information after 5 business days, please contact us.
Deliveries
Shipping times vary by country or region. Specific delivery dates aren't provided or guaranteed. Our estimates are:
| Location | *Estimated Shipping Time |
|---|---|
| United States | 7–12 business days |
| Canada, Europe | 10–14 business days |
| Australia, New Zealand | 10–21 business days |
| Mexico, Central America, South America | 15–30 business days |
*These are estimates in business days. They don't include the 10–15 business days it takes to make your robe.
We'll do everything we can to get your order to you on time. However, Poke Robe can't be held responsible for delays caused by things outside our control, such as customs clearance, holidays, severe weather, labor disputes, or protests. These can push delivery past our estimates.
Duties, Taxes, and Other Fees
International shipments may be charged import taxes, duties, or customs clearance fees once they reach the recipient's country. These fees are the sole responsibility of the recipient. Poke Robe has no control over these charges and can't predict what they'll be. If a shipment is refused and returned, you'll be responsible for any import taxes and return shipping costs.
Customs policies vary widely by country. If you have questions, we recommend contacting your local customs office.
Lost, Stolen, or Damaged Packages
If your tracking says your package was delivered but you haven't received it, please file a claim with the shipping carrier and email us at pokerobe@outlook.com. We'll help you investigate.
If your robe arrives damaged, contact us at pokerobe@outlook.com within 48 hours of delivery with your order number and photos. See our Refund Policy for details.
Note: We use the timestamp information from the tracking link and the carrier's delivery confirmation when reviewing claims. We may not be able to honor a claim that isn't reported in time.
Wrong Address Disclaimer
It's the buyer's responsibility to make sure the shipping address is correct before placing an order. We start making your robe right away, so we can't make changes after the order is placed. Once an order has shipped, we can't retrieve it for an address change.
Feedback
We'd love to hear your feedback, questions, or any concerns. Email us at pokerobe@outlook.com and let us know how we're doing. We take all feedback seriously and are always working to improve.