Refund policy
Return Policy
Because every Ponchocho is made to order just for you, we don’t accept returns or exchanges. We know that’s a little different than big-box retailers, so we kindly ask that you review your order carefully before checking out.
That said, if your poncho arrives damaged or defective, we absolutely want to make it right. Whether that means sending a quick replacement or issuing a refund, we’ll work with you to fix the problem. Please reach out to us at orders@ponchocho.com within 7 days of receiving your item, and include a photo of the issue if you can—it helps speed things up!
We’re a small business with a big heart and want you to be happy with your purchase. Each poncho is reviewed with care before shipping, but if something slipped past us, we promise to take responsibility.
Need help fast?
If you're working with a tight deadline (like a vacation or a special event), please let us know at checkout or via email. While we can’t guarantee rush shipping, we’ll do our best to accommodate your timeline!
Shipping Info
We currently ship within the United States only, including to hotels and resorts!
If you're having your poncho delivered to a hotel, please enter the reservation name and your check-in date in the Name field at checkout. Use the hotel’s address as the shipping address, and send us a quick email afterward to confirm the details. Once you arrive, your package should be waiting for you at the concierge desk.
We aim to print and process your order within 5 business days, and you can typically expect delivery in about 10 business days.
Tracking your order:
Once your poncho ships, you’ll receive an email with tracking info so you can follow its journey to your door. Didn’t get a tracking email? Check your spam folder—or email us at orders@ponchocho.com and we’ll help out.