Shipping & Returns FAQs

WHERE DOES POKETO SHIP FROM?

All orders are shipped from Timestone Goods’s headquarters in Los Angeles, California. USA. As a small business, Timestone Goods takes tremendous pride in packing, shipping, and managing its own fulfillment.

DOMESTIC SHIPPING

All orders are shipped via Chungwa Post. Carriers are selected based on the most efficient delivery. Most orders are processed and out the door in 1 to 3 business days, but transit time can take up to 14 days, depending on your distance from Taiwan.

We offer a flat rate shipping of NT$65 for standard shipments anywhere in the Taiwan. 

DOMESTIC SHIPPING

All orders are shipped via Chungwa Post. Carriers are selected based on the most efficient delivery. Most orders are processed and out the door in 1 to 3 business days, but transit time can take up to 14 days, depending on your distance from Taiwan.

INTERNATIONAL SHIPPING

All international orders are shipped via Chungwa Post to your destination country's postal service. Carriers are selected based on the most efficient delivery. Shipping cost is generally determined by actual weight of goods and packaging, however, occasionally, the cost may be determined by the dimensional weight of the package (depending on size of the order).

WHEN DO I RECEIVE MY TRACKING NUMBER / HOW CAN I CHECK ORDER STATUS?

Orders are generally processed and shipped Monday - Friday, 9:00 A.M. to 3:00 P.M., Chungyuan Standard Time. Orders placed over the weekend or during a major holiday typically will be shipped the next business day. Once your order has been shipped, you will receive an email with order and tracking information. Once a shipping label is printed, it may take up to 24 hours to see movement.

MY PACKAGE IS LOST, STOLEN OR DAMAGED - CAN YOU SEND ME A REPLACEMENT? 

Unfortunately, Timestone Goods is not responsible for lost or stolen packages or packages damaged in transit. We encourage our customers to purchase shipping insurance, especially during the holiday season, as packages may be very susceptible to theft and loss during this time. 

If you see major damage to your package or any other issues with delivery, please take a picture of your package before opening it and send it to timestonegoodstw@gmail.com. If you believe your package is lost or stolen, please contact us as soon as possible with your order number and tracking number (please be prepared to provide an alternative and secure address if a second delivery attempt is necessary).

I PUT IN THE WRONG SHIPPING ADDRESS

Contact us as soon as possible with your order number and correct shipping address at timestonegoodstw@gmail.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.

I WANT TO CHANGE MY ORDER THAT I PLACED

Unfortunately, we cannot modify the order once it is placed, however, we can cancel your order prior to fulfillment. Please contact us immediately with your order number at timestonegoodstw@gmail.com.

I WANT TO ADD TO MY ORDER THAT I PLACED, BUT I DON'T WANT TO PAY 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 timestonegoodstw@gmail.com to request that we combine the orders and refund the shipping cost. 

WHAT IS YOUR RETURN POLICY?  

Please refer to our Return Policy.

Refunds & Exchanges

If you have any questions about the item, feel free to contact us before purchasing. A conversation beforehand can sufficiently reduce the potential time, energy and expenses needed for the refund and exchange process.

Refund requests should be made within 7 days after receiving the order.

Timestone Goods reserve the right to decline refund requests for the following product types:

  1. Customized products

  2. Personal hygiene products

Refund process

  1. Once we receives a request (please attach the name of the courier and the tracking number), we will contact the customer.

  2. Once the we approves the refund, please return the refund item(s) within 3 working days.

  3. After we receives the refund item(s), we will verify and complete the refund within 3 working days.

Email us at timestonegoodstw@gmail.com. Timestone Goods Online Customer Service is in the office Monday - Friday, 8:00 A.M. - 6:00 P.M., CST. We typically respond on weekdays within 24 hours. If you contact us over the weekend or during a holiday we will contact you back on the next business day.

OTHER QUESTIONS?

Email us at ctimestonegoodstw@gmail.com. Timestone Goods Online Customer Service is in the office Monday - Friday, 9:00 A.M. - 6:00 P.M., Chungyuan Standard Time. We typically respond on weekdays within 24 hours. If you contact us over the weekend or during a holiday we will contact you back on the next business day.