Shipping policy

PocketPony — Shipping Policy

Order Processing
Orders are processed within 1–3 business days (Monday–Friday, excluding holidays). You'll receive a confirmation email with tracking once your order ships. Orders placed on weekends or holidays begin processing the next business day.

Made-to-Order Items
Our hoodies are made to order. Please allow additional handling time for production before your order ships. Total estimated delivery time is 2–4 weeks from the date of purchase, including processing and shipping.

Shipping Times
Once shipped, standard delivery typically takes 7–15 business days depending on your location. Delivery times are estimates and not guaranteed, as carrier delays can occur outside our control.

Shipping Rates
Shipping costs are calculated at checkout based on your order and destination. Any promotional free-shipping offers will be applied automatically.

Tracking
A tracking number is emailed to you as soon as your order ships. If you haven't received tracking within 5 business days of ordering, check your spam folder or email us at jaesoxn@gmail.com.

Incorrect Addresses
Please double-check your shipping address at checkout. We're not responsible for orders shipped to an incorrect or incomplete address provided by the customer. If a package is returned to us due to a wrong address, the customer is responsible for reshipping costs.

Lost, Stolen, or Delayed Packages
Once your order is handed to the carrier and marked delivered, we are not responsible for lost or stolen packages. If tracking shows a delay or your package is lost in transit, email jaesoxn@gmail.com and we'll help you open a claim with the carrier.

International Shipping
If we ship to your country, any customs duties, taxes, or import fees are the customer's responsibility and are not included at checkout.

Contact
Questions about your order or shipping? Reach us at jaesoxn@gmail.com and we'll respond within 1–2 business days.