RETURNS 

Product Returns

Sanitizing Spray Refill Solution: Due to the nature of sanitizer, we are unable to accept returns for this product.  All sanitizer solution sales are final.

Non-Sanitizing items:  We accept returns within 10 calendar days of the customer receipt of order.  To initiate a return, please, email customerservice@portococo.com with RETURN in the subject line. Please provide the order number and last name.  Our team will then be happy to assist you.

Damaged Items

If an item arrives damaged, please contact us within 10 days of receiving your order by sending an emailing to customerservice@portococo.com. Please state the email used for purchasing your order so may locate your file and explain any details of your issue. We appreciate any photo or short video to help us understand your issue and best serve our customers.  Along with a photo of the box and the shipping label. 

 
SHIPPING

  • Free shipping for orders from $60 above
  • For orders below $60 there is a flat rate fee of $6.95

Where does Portococo ship to currently?

We currently ship to all 50 US states and Puerto Rico via USPS.  We hope to ship to non-US countries in the near future.

When can I expect to receive my order?

It typically takes between 2 to 3 days to process orders.  Depending on your location, transit time is usually 2 to 7 days.  You will be able to track your package by clicking on the link in your emailed order confirmation.

Your order was shipped to the wrong address?

It is the customer’s responsibility to double check that the correct address was entered.  If an order was shipped to an incorrect address the purchaser will be responsible for any return shipping fees incurred by Portococo.

My order says it was delivered, but I didn’t receive it?

Once the order has a delivery confirmation, from our shipping partner, Portococo can no longer offer assistance with a refund or give any additional info on the status of the order.  It is up to the customer to contact their carrier and file a claim.  It is the customer’s responsibility to ensure that the delivery address is a secure location for the delivery.

Oops, 😳 I want to change the ship to address.

After an order has been placed, we will be able to change the address unless the order has already been prepared for shipping or left our fulfillment facility.  In that case we cannot change the shipping address.  Email us at customerservice@portococo.com and we will do our best to help you!

I changed my mind; can I cancel my order?

After an order has been placed it is not possible to do an immediate refund as the information goes through our fulfillment center.