FAQs

Guaranteed Delivery

Purchase Shipment Insurance for guaranteed delivery (one shipment per customer).

Shipping

Average ship time is an estimated 7-10 days for Domestic Ground Advantage (First Class Shipping) (USPS), and 10-16 business days for International Orders (DHL), shipped from Pine Colorado USA. For faster ship time, we offer Priority and Express shipping. It is possible you may experience longer than average delivery times. PONY-O cannot guarantee any specific delivery times and is not responsible for shipping delays. This is only an estimate.

Returns/Refund

We offer a 30-day money back guarantee, effective from date of receiving order, less the shipping cost, no exceptions. Return shipping labels are not provided, and return shipping is the
responsibility of the customer.
We do not refund the cost of products that are damaged or defaced, nor do we accept returns of, or replace PONY-O products not purchased from ponyo.com. Please contact support@ponyo.com.

Customs/Tax

All incoming taxes and import duties are the responsibility of the
customer and are separate from the shipping cost. PONY-O Hair
Accessories IS NOT liable or responsible for the customs charges and taxes levied by your country.

Secure Shopping

When placing an order online, your information is transmitted using
Secure Sockets Layer (SSL) technology, an approved industry standard that is used by vendors to ensure the security of online business.

Office Hours

Our office hours are Monday through Friday, 9-5 MST. You may contact us at 303-838-6976 or by email support@ponyo.com.

Cancelling an Order

To cancel, please contact us within 30 minutes of placing your order. If you have received a confirmation email, your order is already being processed and cannot be changed or cancelled by you or our Customer Care team.

Incorrect Address

To avoid an undelivered or returned package, please ensure that the
address you've provided is correct. Should a customer provide an
incorrect address, there will be a charge for shipping another order.

I haven't received my order

If you have not received your order, please notify us within 30 days of
ship date for Domestic orders, and 45 days for International. Delays in
contacting us may limit options for locating a package. Please understand that we have no control over a shipment once it leaves our warehouse, relying on the same information you receive from your tracking number.

Wholesale Information

Please contact support@ponyo.com for Wholesale or Distributor information.

Personal Information Compliance

Visit the link below for more details.
https://ponyo.com/pages/gdpr-compliance

Where can I buy PONY-O Products?

The original, high quality PONY-O and other products are available at ponyo.com, Amazon or one of our Authorized Distributors worldwide.

South Africa: ponyo.co.za
United Kingdom: pony-o.co.uk
Finland: https://en.beyond.fi

Australia: au.ponyo.com