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 toys born from it to the world.

Out of constant pursuit of quality, we finish the final surface treatment by hand. The final burrs are removed by hand with different sandpapers, and the finishing touches are finished with natural linseed oil, jojoba oil, or non-toxic water-based lacquer. While caring for the baby's little hands exudes the beauty of logs.

Most of our products are made from three sustainably sourced hardwoods grown in Canada: beech, mahogany, and walnut. Some of our products are made with eco-friendly, formaldehyde-free wood veneer and fibreboard cores. We only source veneer lumber that is made in the USA to ensure its top quality.

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@pocotoys.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.

Of course, if you accidentally write the wrong address, please contact customer service within 24 hours, and we will help you modify the order and reconfirm with you.

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.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

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

Yes, we offer full and partial refunds.

Please enquire for more information about our Refund policy.

A refund request can be submitted within a month after the purchase is made.

In the case when theproduct and packaging are unopened and undamaged, you areeligiblefor a full refund.

In the case whenthe packaging has been opened and the product has been used, you areeligiblefor a partial refund.

In the case when aproduct has been damaged, and the damage is not covered by your warranty, you arenot eligiblefor a refund.

Please check our Terms of Service to see if you're eligible for a refund.

When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

When an order includes free shipping, only the cost of the return shipping is handled by the customer.