Frequently Asked Questions
ON THIS PAGE
Ordering
Where do I enter my discount code?
You can enter your discount code in the cart summary window. If you are placing your order on a desktop or laptop, the box to enter your code will be just beneath the "Proceed to Checkout" button. If you are ordering on a smartphone, while viewing your cart, click the cart summary/coupon code banner just above the subtotal. If you find yourself entering in your billing and shipping information you have gone too far. Please return to your cart summary to enter your discount code before proceeding.
Why is my credit card not working?
We recommend using Chrome or Safari when checking out as you should not experience any issues. If your credit card is still not being accepted and you receive an error, please let us know and we would be happy to help.Please also check with your bank that pocsports.com is not blocked for fraud prevention. If so, please contact us, as well as your bank to have our site trusted.
Why is there an error with my address?
If an error occurs when trying to submit your address, please double check that your zip code is entered in correctly. If there are any special characters, such as a period or exclamation point, please remove these.
Please note, we do not ship to P.O. boxes and this will cause an error when placing your order.
Shipping
When will my order ship?
See our expected shipping and delivery outline below. If you require delivery by a particular day, please follow the outline below, place your order and forward your order confirmation to Info_USA@pocsports.com. We are here to help and will do everything in our power to ensure you receive your order when needed.
| Destination (North America) | Service | Estimated Delivery Time |
| UT, NV, ID, WY | FedEx Ground | 1-3 working days |
| WA, OR, CA, AZ, NM, CO, MT, ND, SD, NE | FedEx Ground | 2-3 working days |
| KS, OK, TX, LA, MS, AR, MO, IA, IL, WI, ME, OH, KY, TN, IN, AL | FedEx Ground | 3-4 working days |
| FL, GA, SC, NC, VA, WV, PA, OH, NY, NH, VT, ME, DC, DE, RI, NJ, CT, MD, MA, HI | FedEx Ground | 4-5 working days |
| AK, HI | FedEx Ground | 7+ working days |
| Canada | FedEx International Ground | 5-7 working days |
| Canada | FedEx International Priority | 2-3 working days |
Exchanges
Can I exchange for another size/color?
We apologize for the inconvenience, but at this time we are unable to process exchanges. Please create a return HERE and let us know what your order number is if you choose to make a replacement order of another size. We will gladly refund the shipping charge of the new order and expedite the freight - free of charge to you.
Returns
Holiday Return Promotion
We are offering FREE FedEx Returns beginning November 18th and ending on January 31st. Please visit the Returns Page for details.Returns Page.
What is your return policy?
We accept returns within 60 days of the original purchase date, as long as the packaging is in perfect condition and all tags are attached to the product. To review our full return policy, please go to our Returns Page.
Do you offer return labels?
Yes, our return portal will create a return label for you when "Drop Off Your Package" is selected. Instructions and a label will be sent to the email provided. If "Use My Own Carrier" is selected, the customer will need to purchase a return label from the carrier of their choosing.
When can I expect the refund from my return?
If you are a U.S. customer, you can expect your refund to be applied back to the original card used to make the purchase within 5-7 business days of your product arriving at our warehouse. Once POC has applied the credit to your card, please allow for the potential three additional days before your funds are available, due to bank processing times.
For Canadian customers, we ask that you e-mail Info_USA@pocsports.com with the tracking information for your return and your RMA number. If POC does not receive this information, you may unfortunately experience delays up to two months before receiving a credit due to the length of time needed to send product through customs and back to our warehouse in the States.
How do I initiate a return?
Please go to our Returns page to begin your return. Once here, read through our returns policy. Have your order number and the e-mail address and/or CC zip code readily available, then click on the link, RETURN PORTAL to start your return process.
Why can't I return some of the products from my order?
If you are having difficulty processing a return, please ensure that you are within our 60 day return period. If you are outside of this, your items will not be eligible for return. If you are within that 60 day period or experienced a long wait receiving your product and are still having trouble generating your return, please reach out and we would be happy to issue a return authorization.
Where do I send my Returns as a Canadian customer?
C/O FedEx Trade Networks Canada
7075 Ordan Drive
Mississauga, ON L5T 1K6
CAN
Canadian customers are not responsible for duties and taxes of shipments coming from the United States
Warranty
What is your warranty policy?
POC Sweden AB warrants that the products are free of manufacturing defects in material and workmanship when it is delivered to our dealers. Unless otherwise stipulated by local law, this warranty is limited to one year from the date of purchase and is limited to the original purchaser. The warranty does not apply in the event of abuse, neglect, carelessness, using the product in any way other than is intended, replacement with any part or accessory other than original POC parts and products, attempt of reparation or modification unless expressly permitted in writing by POC. Corrosion and deterioration caused by material fatigue after extended use is not covered by the warranty. Corrosion and deterioration caused by harsh chemicals, including sunscreen and bug spray, is not covered by warranty Proof of purchase is required with all potential warranty claims. This warranty takes precedence over any other agreements or warranties, general or special, expressed or implied and no representative or person is authorized to assume liability on behalf of POC in connection with the sale or use of this product. POC makes no other expressed warrantees or guarantees, except as otherwise specifically stated. POC waives all responsibility for any third party for consequences that might result from the use or handling of any POC product by any legal or natural person
How to I submit a warranty claim?
We are sorry to hear you are experiencing a problem with your POC product. Please click this link that will direct you to our Warranty Form here (link to Warranty Form) so we can look into this case for you.
Do you offer crash replacement?
The answer is yes! POC customers are eligible for a discount on a replacement helmet for up to two calendar years after the helmet purchase. To see if your helmet qualifies, please submit an email to Info_USA@POCSports.com with the subject line "Crash Replacement" containing photos of the crashed helmet, purchase receipt with visible date, and a brief description of the damage your helmet has sustained. Once we have your email we will evaluate the helmet and receipt and have an answer back to you shortly! Failure to include photos of the helmet or proof of purchase may result in an automatic rejection of crash replacement claim.
General
Do you price match?
We do not price match with other retailers under any circumstance. We encourage you to ensure you are purchasing authentic POC product by only purchasing gear from an Authorized POC Retailer. If you choose to purchase product from a third party Retailer that is not an Authorized Dealer, POC does not claim responsibility for warranty or faulty product.
How do I know if I am purchasing from an Authorized POC Retailer?
You can find our list of POC Authorized Retailer by referencing our Dealer Locator found HERE or by clicking the "Find in stores" link at the top of our website. If you are curious about a Retailer/Etailer that is selling POC product but is not listed in our Dealer Locator, please let us know. We will gladly confirm whether the retialer is/is not one of our dealers and let you know. Please e-mail Info_USA@pocsports.com with your inquiry.
Do you offer pro discount?
Yes! POC does offer discounts to industry professionals. To see if you qualify, please apply for our Pro Program. Click HERE to submit your application.
Can you guys send me a sticker?
Hej! (That is hello in our Native language) Thank you for your support of POC! We are more than happy to send some stickers your way. Please send a self-addressed stamped envelope to the address below.
POC Sports - Sticker Stoke
1755 Prospector Ave.
Suite 101
Park City, UT 84098
When will this product be restocked?
If you would like to be notified when we receive a replenishment of sold out product please use our, "Notify Me" tool on the product page. Select the size and color you are interested in and enter your email in the box that populates below. When the product becomes available we will send you an email as soon as we have those back in stock.
What does NFC mean?
The Integrated NFC Chip stores your medial profile that supports with lifesaving information in medical emergencies. It stands for Near Field Communication and is a wireless data transfer technology. Please click here for more information NFC TECH
What is AVIP?
Attention, Visibility, Interaction and Protection. These products were designed with our road enthusiasts in mind. Feeling safe and visible to drivers is key. These AVIP products are available in a particular shade of fluorescent orange that works to heighten rider visibility. Reflective detailing on AVIP apparel helps ensure other road users are able to spot you. The AVIP shade is available in most road helmets, gloves, and cycling apparel.
How do I become a POC retailer?
Thank you for your interest in becoming an Authorized POC Retailer! To begin the process, go to our New Dealer Inquiry to fill out a new dealer inquiry form. After review, we will follow up with you in regards to the next steps.
How do I apply for a POC Sponsorship?
We offer sponsorship programs for both snow and bike athletes. Please go to the Aspired Collective to apply!
How will you handle my personal information?
POC will not sell or hire out any of the personal information collected at pocsports.com. This information will be used to inform our customers about POC-related matters. Please read our Privacy Policy for complete information.
When should I replace my helmet?
Helmets are one of the most important pieces of protective equipment in gravity sports. We recommend helmets should be replaced every 1 - 5 years dependent on several factors. First and foremost, if you are involved in a crash that results in abnormalities to your health we strongly suggest replacing your helmet before your next ride or getting back on the ski slopes. If you are concerned with your health, seek medical advice immediately. Second, if you notice imperfections in the shell or foam liner of the helmet such as dents, gouges, or dimples - we recommend replacing your helmet.
I'm in between sizes, what I should I buy?
If you are in between sizes for our helmets, we recommend sizing up in styles that have an adjustment system. This feature allows you to tighten or loosen the fit of the helmet for your comfort.
What is SPIN?
POC's patent pending silicone pad technology system, SPIN (Shearing Pad Inside) uses innovative materials and design to complement POCs whole helmet approach to deliver superior levels of comfort, fit and performance.
How do I care for my helmet?
We recommend storing your helmet in a temperature controlled environment with little moisture. POC provides a soft white helmet bag provided with your purchase that your helmet can be stored in. If you would like to clean the exterior shell of the helmet, only use a soft cloth and water to wipe the shell. Do not use harsh chemicals to clean your helmet other than a mild dish soap. Cleaning chemicals other than mild soap and water can compromise the safety of the helmet and voids all warranty coverage.
Is it okay to paint a helmet?
No, we do not recommend using any paints or resins on your helmet. Chemicals can cause damage to the materials within your helmet, resulting in the protection to be compromised and voids all warranty coverage.
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.
How should I clean my lens?
All of our eyewaer products include a microfiber sleeve for cleaning. Take care in cleaning any lens with a microfiber cloth as POC applys an anit-fog coating to avoid moisture on the lens while in use. We do not reocmmend attempting to wipe or clean lenses when snow is on the lens as the abrasive nature of snow crystals will scratch off your anti-fog coating and the piece will no longer function as designed. We recommend allowing the lens to air dry before carefully cleaning the remaining water marks off with a microfiber cloth. Do not use after market sprays or lens cleaners as this could damage the lens and it will immediately void waranty coverage.
My lenses are fogging, what do I do?
Remove the lens from the goggle and let air dry. Do not wipe the inside of the lens or you can damage the anti-fog coating. Never use paper towels or any abravise cloth to dry your lenses, only use a microfiber cloth when the lens is completely dry to remove water marks.
Can I get an Industry or Pro purchase deal?
To apply for the POC Sports Pro Program, please email prosales@pocsports.com.
Can I wash my armor?
Yes, you may clean your armor. Refer to the tags inside of your armor with specific instructions of how to care for your protection. Cleaning instructions for the Joint VPD Air and Joint VPD 2.0 products: Hand wash cold up to 30°C, DO NOT tumble dry, dry clean, bleach or iron. Joint VPD System and System Lite products: Gentle wash with similar colors in cold water up to 30°C. DO NOT tumble dry, dry clean, bleach or iron. Our overarching general care and washing instruction is to hand wash cold and hang dry each piece.
How should I take Care of my bike apparel?
Our overarching general care and washing instruction is to hand wash cold and hang dry each piece. For more product specific instruction, refer to the tags on your item.
Outlet Items
What is an outlet item?
All outlet items are past season products and/ or colors that are now discounted. The product is brand new and in perfect condition. Once outlet items are out of stock we will not be restocking them.
Why can't I return my outlet item?
We apologize for the inconvenience, outlet items are final sale and do not qualify for returns. Our return portal does not allow returns on outlet items.
ROUTE Insurance
How does ROUTE work?
If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
How does ROUTE process Refunds or Returns?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included. Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.
- Please note, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur.
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
Damaged
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
What if My Order Never Arrives or is Stolen?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Gift Cards
Does a gift card expire?
Our POC Digital gift cards never expire
Can I return a gift card?
Gift cards are non-refundable.
Where can I buy and use a gift card?
Digital gift cards are purchasable in all regions where pocsports.com operates. However, the cards can only be purchased in three currencies (EUR, USD, AUD) and can only be redeemed in the Eurozone countries, the USA and Australia and in the currency of that nation.
Can I return a product bought with a gift card?
You can return a product bought with a gift card in the same way as you would return any other item. The refund will be made to your gift card so you can use it again.
Can I use gift cards towards shipping costs?
Yes, gift cards can be used towards the shipping costs.