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Orders
FREQUENTLY ASKED QUESTIONS
How long does it take to process and ship my order?
Once your order is placed and confirmation is sent, it will be processed within 1–3 business days.
- Canada: 5–10 business days
- U.S.: 7–14 business days (depending on the carrier)
- Due to global supply chain challenges, shipping times may occasionally be longer than usual.
How much does shipping cost?
Shipping is calculated at checkout based on your location and order weight. We offer free shipping on orders over $120 CAD within most regions of Canada.
Do you ship to the United States?
Yes, we ship to select regions in the U.S. Shipping is calculated at checkout, and delivery typically takes 7–14 business days.
Will I have to pay duties or customs fees?
U.S. orders may be subject to duties or customs fees, which are the responsibility of the customer.
What if my item arrives damaged?
Please contact us within 14 days of delivery with your order number and photos. We will be happy to assist you.
What if I don’t want an exchange?
We can offer store credit once your item is returned in its original condition.
Who pays for exchange shipping?
Customers are responsible for the cost of returning items. Once received, we will cover the cost of shipping your exchanged item back to you.
How do I request an exchange?
Please email us at hello@pookoo.ca with your order number, reason for exchange, and the item you would like instead. We will respond within 1–2 business days.
What is your return and exchange policy?
We offer exchanges within 14 days of delivery. We do not offer refunds. Please refer to our Returns & Exchanges policy for full details.
Can I modify or cancel my order?
If you contact us within 2 hours of placing your order, we will do our best to accommodate changes such as updating your address or modifying items. After this time, we cannot guarantee changes as orders may already be processed.
Will I receive tracking information?
Yes, once your order has shipped, you will receive a confirmation email with tracking details.
PRODUCTS FAQ
What materials are Pookoo products made from?
All Pookoo clothing is made from 100% organic cotton, certified by GOTS (Global Organic Textile Standard) and OEKO-TEX®. We prioritize your child’s safety and comfort by using chemical-free, non-toxic dyes that are gentle on sensitive skin. Every fabric is subjected to rigorous independent testing to ensure it meets strict safety and quality standards, so you can feel confident dressing your little one in Pookoo.
Are your fabrics safe for babies?
Yes. Our garments are made from 100% organic cotton, certified by GOTS and OEKO-TEX®, and undergo independent testing to ensure they are safe, non-toxic, and gentle on delicate skin.
How should I wash the romper?
We recommend washing in cold water on a gentle cycle with like colors. Use a mild detergent and avoid harsh chemicals or bleach. For best results, air dry or tumble dry on low to maintain softness and quality.
Are the rompers suitable for active toddlers?
Absolutely. Our rompers are designed for crawling, playing, exploring, and everyday adventures while remaining comfortable all day.