Shipping policy

Processing

We ship from our warehouse in Gardena, California. Orders placed before 2pm PT on a business day are picked and shipped the same or next business day. Orders placed after that, or on a weekend or holiday, start processing the next business day.

Once an order enters fulfillment we may not be able to change or cancel it. If you need to fix an address or cancel, email info@pholoh.com as soon as possible and we will do everything we can to catch it in time.

Delivery times

These are estimates from the day your order ships, not guarantees. Carrier delays, weather, and customs are outside our control.

• United States — 3-4 business days. $12 flat rate.
• Canada — 7-10 business days.
• United Kingdom & Western Europe — 7-10 business days.
• Nordics & Eastern Europe — 10-14 business days.
• Rest of world — 10-14 business days.

You will see an estimated arrival window on the product page and your exact shipping options at checkout. Pre-order items ship on the timeline listed on the product page, typically 4-9 weeks.

Duties and import taxes

For most international destinations we collect duties and import taxes at checkout. That amount is shown to you before you pay, and there is nothing further to pay when your parcel arrives.

A small number of destinations are not supported for prepaid duties. If yours is one of them, no duties line will appear at checkout and your carrier or local customs office may collect them on delivery. If you are unsure, check with your local customs office before ordering.

Shipping charges, duties, and import taxes are non-refundable.

Undeliverable and returned parcels

If a parcel is returned to us because the address was incomplete, incorrect, or unclaimed, we will contact you. We can reship it once you cover the return postage, or refund the order minus the original shipping cost. Please double-check your address at checkout.

Lost, stolen, or damaged in transit

Once a carrier scans a parcel into their network it is in their custody. We are not liable for parcels lost or stolen in transit, but we will not leave you stranded.

If tracking shows delivered and you have not received your order, first open an investigation with the carrier, then email info@pholoh.com with your order number and we will help you push the claim.

If your order arrives damaged or incorrect, that is on us. Email info@pholoh.com within 14 days with your order number and a photo and we will make it right.

Questions

Email info@pholoh.com. We answer every message.