Frequently Asked Questions

Frequently Asked Questions

Need help with your order, a return, or a product question? Start with the options below and we’ll point you in the right direction.

Need fast help? Use the chat widget on the site or email hello@pocillo.co.

Orders

How do I track my order?
Use our Track Your Order page for the latest status. If you need extra help, email hello@pocillo.co with your order number.
Can I change or cancel my order?
If your order has not shipped yet, contact us as soon as possible at hello@pocillo.co. We’ll do our best to help.
My order arrived damaged or incorrect.
Please contact us right away at returns@pocillo.co. Include your order number and photos if possible so we can resolve it faster.

Shipping

How much is shipping?
Shipping rates are calculated at checkout based on your order and destination.
Do you offer free shipping?
If a free-shipping promotion is active, the threshold will be shown in the announcement bar at the top of the site.
Do you ship internationally?
If you need confirmation about shipping to your country or region, email hello@pocillo.co before placing your order.

Returns & Refunds

What is your return policy?
You have 30 days after delivery to request a return on eligible items. Items must be unused and in their original packaging. For full details, see our Returns Policy.
How do I start a return?
Use the Start a Return link or email returns@pocillo.co. Please don’t send items back without requesting a return first.
What items are not returnable?
Coffee, food items, sale items, and gift cards are not eligible for return. If you’re unsure about a product, contact us before placing your order.
When will I get my refund?
Once your return is received and approved, refunds are processed to the original payment method. Your bank or card issuer may take additional time to post the refund.

Products

How do I know if an accessory will fit my setup?
Check the product description and compatibility notes first. If you’re not sure, contact us before ordering and we’ll help you confirm fit.
Do you sell products from brands you do not own?
Yes. POCILLO curates products from multiple brands for home brewers and baristas. Brand ownership is listed on each product page when relevant.

Contact

What is the fastest way to contact you?
The fastest path is the chat widget on the site. If chat is unavailable, email hello@pocillo.co.
What should I include when contacting support?
Please include your order number, the product name, and a short description of the issue. Photos help for damaged or incorrect items.

Still need help?

We’re here to help with orders, returns, and product questions.