On this page, we explain our customer-service policies and procedures.
If you would like to speak to a representative about your order, please call (866)336-PONO or email us at [email protected].
PONO processes, fulfills, and ships most orders within two business days.
SHIPPING (WITHIN THE CONTINENTAL UNITED STATES)
All orders over $150 within the continental US ship free. Orders are shipped via UPS Ground or USPS Priority and should be received within approximately 3-5 business days from your shipping confirmation. Our warehouse will be closed for the holidays. Any orders received after 3 pm on Thursday, December 22nd, 2016 may not ship until Tuesday, January 3rd, 2017.
All UPS packages are shipped UPS Carbon Neutral
Please note that UPS will not deliver to a PO Box. If you give us a ship to address with a PO Box, your package will ship via USPS.
We also offer UPS Express 2nd Day and UPS Express Overnight shipping for a fee. Please note that shipping fees will not be refunded in the event of a return. This service is also available to Hawaii, Alaska, Puerto Rico and Canada. All orders shipped to Canada are subject to additional charges such as duty, taxes and fees. These charges are not associated with PONObyJoanGoodman.com and are to be paid by the customer upon delivery.
Ground Shipping in the Continental US - over $150 FREE
2nd Day Air Shipping in the Continental
Next Day Air Shipping in the Continental
2nd Day Air Shipping to Hawaii, Alaska, Puerto Rico, Canada
Next Day Air Shipping to Hawaii, Alaska, Puerto Rico, Canada
If you are located outside the US or Canada and are interested in placing an order, please call our office at 1-866-336-PONO or email us at [email protected]
SHIPPING (THROUGHOUT THE REST OF THE WORLD)
PONO ships everywhere. If you live outside the continental United States, please CONTACT US and we will be happy to provide an estimate of shipping expenses. All orders are subject to additional charges such as duty, taxes and fees. These charges are not associated with PONO by JoanGoodman.com and are to be paid by the customer upon delivery. Our warehouse will be closed for the holidays. Any orders received after 3 pm on Thursday, December 22nd, 2016 may not ship until Tuesday, January 3rd, 2017.
Once we ship your order, you assume the risk of loss and title, and you are responsible for any and all additional taxes, duties, and customs-related charges. If you decide to refuse your order, you’re also responsible for any and all additional expenses incurred, including but not limited to taxes and duties. Typically, we deduct these costs from refunds.
RETURNS, REFUNDS, & EXCHANGES
We will accept returns for exchange or refund on any non-sale, unworn items within 14 days of receipt of your order. After 14 days, returns will be accepted at the discretion of PONObyJoanGoodman.com and may only be returned for store credit. When you try on your new PONO jewelry for the first time (to make sure you absolutely love it), please do not wear or spray perfume, hairspray or lotions as we will be unable to refund your purchase.
Returns are shipped at the customer’s expense. We recommend that you insure the package and receive a tracking number.
Refunds are issued after goods are received and inspected.
Return of sale items will be for store credit only.
Final Sale items may not be returned.
*****HOLIDAY ORDERS 2016 Orders shipped after December 1st, 2016 have an extended return date of January 11, 2017 to be eligible for a refund.
We quality control-check each item before sending it. In the unlikely event that you receive a damaged item, please contact us immediately to arrange the return and replacement of that item. Please call us at 1-866-336-PONO or email us at [email protected]
Returns should be shipped to:
PONO by Joan Goodman
224 West 30th Street
New York, NY 10001
To care for your PONO jewelry, gently wipe with a soft cloth and store in your PONO bag.
Please avoid contact with water, lotions, perfume, hairspray, other chemicals and excessive perspiration as this can cause changes in the material.
Extreme temperature changes can deteriorate the quality of our pieces and cause color change and/or internal cracking.
Resin, crystal and shell may break if dropped on hard surfaces…please handle with care.
Bracelet measurements are all taken at the widest point. Measurements may be rounded up or down.
Certain items are hand sculpted; therefore, sizes may vary.
Necklace measurements do not include the adjustable chain and lobster claw. All measurements are approximate.