Shipping FAQ

 

How long does the shipping take?

We ship all orders from San Jose, California. Our processing time is between 5-10 business days. As soon as your order is processed, you will receive a tracking number via email using United States Postal Service.

USA

USPS First Class: approximately 5-7 business days

USPS Priority Mail: approximately 3-5 business days

International

USPS First class International: approximately 2-3 weeks

USPS Priority Mail International: approximately 5-7 days

 

I also live in the San Jose area. Do you do local pick up?

Unfortunately, we don't offer local pick up, but we would highly recommend that you check out our San Jose Stockist: Zonkey, San Jose Made, San Jose Kinokuniya, and Santana Row Maido.

 

Do you ship internationally?

Our store only ship to Canada. For other countries, we recommend people use a proxy shipping service that will ship to your country

or

visit our Etsy store as we offer International Shipping:

etsy.com/shop/thousandskies

 

Does my shipment come with tracking?

All US and Canadian orders will come with tracking.

You should be receiving your tracking number via email after we have finished processing your order.

 

What is your return policy?

We will gladly accept returns and refund under certain conditions:

+The item(s) are not used and still inside their original packaging.

+ The item(s) have to be returned within 30 days from the purchase date. All shipping fees are non-refundable.

+ You will be responsible for the shipping cost of the returned item(s).

+ We are not responsible for any refund if the buyer provided the wrong shipping address or undeliverable address. 

 

I put in the wrong shipping address. Can you update the address?

Contact us as soon as possible with your order number and correct shipping address at customerservice@poketo.com. Please note that if you have already received your shipping confirmation, and your order has been shipped, it may not be possible for us to intercept the package. If you require a change of address once an order has shipped, you may be responsible for any carrier fees for change of address.

 

Can I change my order that I've already placed?

Unfortunately, we cannot modify the order once it is placed, however, we can cancel your order before fulfillment. Please contact us immediately with your order number at customerservice@poketo.com to cancel an order. 

 

Can I still add another item to my existing order to avoid paying for double shipping?

If your first order has not been shipped, simply make a second order online, and contact us immediately with your order numbers at customerservice@poketo.com to request that we combine the orders and refund the shipping cost. 

 

Misc FAQ

 

Can you do custom artwork for my pets?

Unfortunately, I am not available to do custom work at this time. I apologize for the inconvenience.

 

Can you make a pin in my dog's color?

I'm open to your suggestion, but at this time, but I don't do an individual unique marking of color pin /charm. You can email us for suggestion at elda@thousandskies.com

 

Will you be making more dog breeds?

Yes, my goal is to make as many dog breeds for our dog collection.

  

What is your privacy policy?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers. 

We will only use your shipping and billing address, and contact information:

+ To communicate with you about your order

+ To fulfill your order

+ For legal reasons (like paying taxes)