Shipping & Delivery Policy
Effective Date: June 1, 2026
Last Updated: June 10, 2026
We know that once you've picked out a Poco Koko mat, you want it under your baby's knees as soon as possible. This page walks you through exactly what happens after you hit "Place Order" — how quickly we pack it, which carriers we trust with our 1.3" memory foam, when it'll land on your doorstep, and what to do if anything goes sideways on the way. No fine print games, just the facts a parent needs.
Order Processing Time
Every Poco Koko order is hand-inspected before it ships — we check the foam, the cover seams, and the packaging so your mat arrives ready to roll out.
| Step | Timeline |
|---|---|
| Order received → warehouse | Within 1 hour (automatic) |
| Pack & label | 1–2 business days |
| Carrier pickup | Same day as label generation |
Business days are Monday through Friday, excluding US federal holidays. Orders placed after 12 PM PT on Friday or over the weekend start processing the next business day. During peak seasons (Black Friday, holiday gift window, major launches), processing may extend by 1–2 days — we'll flag this on the product page and in your order confirmation email if it applies.
Transit Time by Region
Once your mat is on the truck, here's roughly when to expect it:
| Region | Standard Transit (Business Days) |
|---|---|
| West Coast (CA, OR, WA, NV, AZ) | 3–5 days |
| Mountain & Central (TX, CO, IL, etc.) | 4–6 days |
| East Coast & Southeast (NY, FL, GA, etc.) | 5–7 days |
| Alaska (AK) | +3–5 days on top of standard |
| Hawaii (HI) | +3–5 days on top of standard |
| Puerto Rico (PR) | +3–5 days on top of standard |
Total door-to-door time = processing (1–2 days) + transit. So most contiguous-48 orders arrive within 4–9 business days of checkout.
Shipping to AK, HI, and PR
Yes, we ship to Alaska, Hawaii, and Puerto Rico. A few things to know:
- Transit adds roughly 3–5 business days beyond our standard contiguous-48 windows.
- A shipping surcharge of approximately $50 applies at checkout due to carrier zone pricing.
- APO/FPO/DPO military addresses: we ship via USPS Priority. Expect 7–14 business days.
- PO Boxes: accepted for smaller mats via USPS; larger rolled mats may require a street address — we'll email you if that's the case.
Carriers We Use
We pick the carrier based on mat size, weight, and your ZIP code — whoever gets it there fastest and safest.
- UPS Ground — our default for most mats shipping to the contiguous 48.
- FedEx Home Delivery — used for larger sizes (6x8 and up) and residential addresses where FedEx has the best network coverage.
- USPS Priority Mail — used for AK, HI, PR, APO/FPO, and PO Boxes.
You don't get to pick the carrier at checkout, but you will get the tracking link the moment we hand the package off.
Free Shipping Threshold
Orders of $75 or more ship free to the contiguous 48 states.
Under $75? A flat rate applies at checkout based on destination. Free shipping does not automatically extend to AK/HI/PR — those may incur the regional surcharge noted above even on qualifying orders.
International Shipping
We ship worldwide. International orders typically arrive within 7–15 business days of leaving our warehouse, depending on destination and customs processing.
International shipping rates and any applicable duties or taxes are calculated at checkout. If you don't see your country listed at checkout, email hello@pocokoko.com and we'll arrange it.
Order Tracking
- A shipping confirmation email with your tracking number is sent within 24 hours of the carrier picking up your package.
- Tracking updates typically activate within 24–48 hours after that — carrier scans can lag the label, so don't panic if it says "label created" for a day or two.
- You can also find tracking in your account dashboard under Orders → View Details.
If you haven't received a shipping email 3 business days after ordering, check your spam folder, then email hello@pocokoko.com and we'll dig in.
Delivery Issues
Late Shipments
If your package is more than 3 business days past the estimated delivery date with no movement on tracking, email us at hello@pocokoko.com with your order number. We'll open a carrier trace and either recover the package or ship a replacement — whichever is faster.
Lost Packages
A package is officially "lost" once the carrier confirms it (usually after a 7-business-day trace). We cover the replacement — you should not be chasing UPS on our behalf. Just tell us and we'll handle it.
Damaged in Transit
Mats are packed to survive a lot, but if yours arrives with a torn box, crushed foam, or a stained cover from transit:
- Take photos of the outer packaging, the damaged mat, and the shipping label.
- Email hello@pocokoko.com within 7 days of delivery with the photos and your order number.
- We'll send a free replacement or a full refund — your choice. No return shipping required on transit damage.
Address Changes & Cancellations
Our warehouse moves fast, which is great for delivery speed but tight for changes.
- Address change / cancellation window: within 1 hour of placing your order, before a carrier label is generated.
- Email hello@pocokoko.com (subject: "URGENT — Order #XXXX change") — email is faster than the contact form for time-sensitive requests.
- Once a label prints, we can't redirect. You'll need to wait for delivery, then initiate a return under our 30-day no-questions-asked policy.
Signature Requirements
- Orders ship without a signature requirement — carriers will leave at your door per their standard practice.
- Want signature confirmation on your order? Email us before we ship and we'll add it at no cost.
Frequently Asked Questions
Q: When will my order ship?
A: We pack and label within 1–2 business days of your order. You'll get a confirmation email with tracking within 24 hours of the carrier pickup. Orders placed on weekends or after 12 PM PT Friday start processing Monday.
Q: Is shipping really free?
A: Yes — orders of $75 or more to the contiguous 48 states ship free, no promo code needed. AK, HI, and PR may have a surcharge due to carrier zone pricing, which shows at checkout before you pay.
Q: My tracking hasn't updated in two days — should I worry?
A: Usually no. Carrier scans can pause between hubs, especially on weekends. If there's zero movement for 3+ business days past the estimated delivery date, email hello@pocokoko.com with your order number and we'll open a trace.
Q: My mat arrived damaged. What do I do?
A: Snap photos of the box, the mat, and the shipping label, then email hello@pocokoko.com within 7 days of delivery. We'll send a free replacement or refund — your choice. Don't ship the damaged one back; we'll tell you what to do with it.
Q: Can I change my shipping address after ordering?
A: Only within the first hour, before a label is generated. Email hello@pocokoko.com with "URGENT — Order #XXXX" in the subject line. After the label prints, we can't redirect, but you can return the mat under our 30-day free-return policy once it arrives.
Questions? Email hello@pocokoko.com — a real person (usually within one business day) will get back to you. We also honor a 30-day no-questions-asked free-return policy, so if anything about your mat isn't right, you've got a full month to tell us.