Dear Customer, our customer service team will assist you with order inquires, delivery questions, returns and exchanges.
CUSTOMER SERVICE USA
CUSTOMER SERVICE EUROPE
Phone: + 43 662 890090
Questions regarding your order: firstname.lastname@example.org
Questions regarding products: email@example.com
IMPORTANT UK & IRELAND SHIPPING INFORMATION
Due to significant disruptions at the UK border and general UK logistics, because of restrictions caused by COVID-19 and Brexit, we are currently unable to guarantee fast shipping to the UK and Ireland.
It is still possible to place orders from the UK and Ireland.
All purchases will be processed and shipped immediately. We are working closely with our shipping partner UPS to deliver all packages. However, delays of up to 3-4 weeks may occur in some cases.
If you have any questions about an order, please contact our customer service team at firstname.lastname@example.org.
WHAT IS THE STATUS OF MY ORDER?
The shipping status of your order can be checked with tracking ID you receive in your shipping confirmation email.
For orders heading to the US or Canada, please reach out to us at email@example.com for an updated status. Please know that your shipping status when you log in to your account may not be accurate.
DO I HAVE TO PAY EXTRA DUTIES AND TAXES?
Orders to countries outside the European Union (EU), Norway, Switzerland and the United Kingdom may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. On orders to countries outside of the EU, Norway, Switzerland and the United Kingdom we cannot predict what your particular charges may be. These additional charges must be rendered by you in order for your package to clear customs. Please contact your local customs office for more information. Find complete information about prices in our Terms and Conditions.
For US orders, orders in UT, CO and NH will see a sales tax on their order. This should reflect in your cart when you add your payment options.
Orders going to Canada are subject to taxes depending on where they’re headed to, however, all duties are included in the cost of the goods.
WHERE ARE YOU SHIPPING FROM?
All orders are processed within two business days at POC´s warehouse in NL in Europe and in SLC in the United States. Shipping takes between 2 and 9 working days depending on where in the world you are located. We operate Monday to Friday and not on public holidays. A preliminary confirmation will be sent to you by email when your order is placed. Once your package is shipped we will send you an email with final confirmation.
All countries within the European Union, Norway, Switzerland, the United Kingdom, the United States and Canada are shipped to on a DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the price displayed at checkout.
WHAT APPAREL SIZE AM I?
Our size chart will help you find the right size for your gear. For help to find the right fit, view POC´s size guides. Some of our apparel products fit smaller than others, for “True to Size” information, see the product details on product pages.
WHAT HELMET SIZE AM I?
A helmet should have a snug fit. Not too tight, not too loose. Remember always to try a helmet with a pair of goggles and to check that the helmet and goggles fit well together. All POC helmets and goggles are developed together for a seamless integration. When choosing the right size, you can measure the circumference of the head at the widest area of the head. This measurement corresponds to the measurement stated in the helmet size guide. For example, if your head circumference measurement is 57cm, you are most likely to fit in a L size helmet (L: 57-58 cm). Remember that each head is different and a circumference measurement of 57cm is no guarantee that a helmet of size L: 57-58cm will fit perfectly depending on the shape of the head in relation to the shape of the helmet.
HOW CAN I CANCEL MY ORDER?
If you want to cancel an order, you can do this by sending an email to firstname.lastname@example.org. Please state the order number found in your order confirmation and what items you wish to cancel. If the order has already been sent to you, you can still cancel the order within 14 days after the delivery. Note that in such cases shipping costs will not be refunded. You will at your own expense ship the items back to us. Naturally, the returned items must be in perfect conditions. Instructions for how to return an item can be found in in the Customer Service area, under “Returns and Exchanges”. Read our Terms and Conditions for complete information about returns.
For US and Canadian orders, you may cancel your order by reaching out to us at email@example.com or calling us at 801-365-5550. However, once orders have been processed in our system, they will need to be treated as a return rather than a cancellation. Please see “Returns and Exchanges” for the information on how to do this.
HOW DO I RETURN AN ITEM? - RETURNS & EXCHANGES
During 30 days following the delivery of your order, you may request the exchange or refund of items. The order must be returned to us in perfect condition in original packaging and accompanied by the original invoice. Returns will only be accepted if labels and original packaging are fully intact. POC cannot accept returns where labels have been removed. Shipping charges on returned merchandise are at the customer's expense. POC will not charge additional shipping on exchanges. POC North America does not accept any returns on products that were purchased with pro deal codes.
Refunds for returned merchandise will be made within two weeks of the return of the product, to the original purchaser’s credit card. Please contact firstname.lastname@example.org for how to proceed with your return. Remember to state your order number, also clarify which items you are sending back. If you want to make sure the new items are reserved for you in stock, email us at email@example.com with a clear description of the matter. All exchanges are subject to availability.
HOW CAN I PAY MY ORDER?
You can pay using Visa, MasterCard or Paypal.
I'VE LOST MY PASSWORD, HOW CAN I GET IT BACK?
Instructions for how to find your password are available at the login page.
HOW DO I KNOW THE ITEM WILL FIT?
All items have size charts which helps you find your size. Should you not be satisfied with the fit of an item, it can be exchanged within 30 days after delivery. We will not charge extra shipping of the new item. All exchanges are subject to availability.
HOW WILL YOU HANDLE MY PERSONAL INFORMATION?
PAYMENT & PRICES
We accept card payments by Visa, MasterCard, and Paypal.
When paying with a card, you must enter your card security number (CVC). For VISA and Mastercard this is usually a 3 digit code found on the back of the card. Prices include Swedish VAT at 25 %. Shipping costs will be added to your order.
HOW OFTEN SHOULD A HELMET BE REPLACED?
We recommend that you replace your helmet, POC or other brand, after 3 years. There is some natural aging that will occur in any polymer, but more important, the life of different helmets will look very different depending on how they are treated (use, carefulness, travel, vibrations etc) in which conditions they are used (sunlight, heat, cold etc), storage (temperature, humidity) and so forth. Some helmets will not show significant signs of aging after 10 years while other helmets will be old and tired after 3 years. You can place your helmet anywhere in that range depending on how you feel you treat your helmet, but we will stick to our 3 year recommendation.
These variations are the reason that we, out of care for our customers, recommend a 3 year exchange cycle for safety measure. This lifespan is recommended from the date of use.
The manufacturing date should not have a negative effect on the safety performance of the helmet as long as it has always been stored in good conditions (warehouse preferably).
Our helmets are made of first grade materials, and we are confident that our helmets will perform as well as or better than the helmets that state 5 or even 8 years exchange period after any length of time, if they have had a similar life.
HOW DO I CHANGE THE LENS ON MY GOGGLES?
To take out the lens, pull the upper and lower rims of the frame apart. This will release the lens from the notches situated at the hard plastic outriggers. To put the new lens in, start with one side, for example the left side, and get the lens notches aligned with the outriggers and slide it in place. Repeat for the right side and finish with the nose.
CAN I GET AN INDUSTRY OR PRO PURCHASE DEAL?
To apply for the POC Sports Pro Program, please email firstname.lastname@example.org.