Frequently Asked Questions

Ordering

How do I place an order?

Browse our collection, select the product you love, choose any available options or customizations, and add it to your cart. When you're ready, proceed to checkout to complete your purchase.

Can I customize my order?

Yes! Select Poise products may be customized. Available customization options will be shown on the product page.

Can I change or cancel my order?

We begin processing orders as soon as possible. If you need to change or cancel your order, please contact us as soon as possible. Once an order has entered production or fulfillment, changes or cancellations may no longer be possible.

Can I order multiple customized items?

Absolutely. Please make sure you select the correct customization for each item before adding it to your cart.

Shipping

How long will it take to receive my order?

Processing and delivery times vary depending on the product. Please refer to the estimated processing and shipping times listed on the product page.

Will I receive tracking information?

Yes. Once your order ships, you will receive a shipping confirmation with tracking information when available.

Do you ship internationally?

We currently ship inside the United State. Shipping availability and costs will be calculated at checkout.

Why are items in my order arriving separately?

Depending on the products in your order, items may be fulfilled and shipped separately. If this happens, you may receive multiple tracking numbers and packages.

What should I do if my package is delayed?

Please check your tracking information for the latest updates. If your package has not moved for an extended period, contact us and we'll be happy to help.

My package says delivered, but I can't find it. What should I do?

First, check around your delivery location and with household members or neighbors. You can also contact the shipping carrier for additional information. If you still cannot locate your package, contact us.

Custom Orders

Can I request a custom design?

If you have an idea that isn't currently available in our shop, please contact us. We'll let you know whether we're able to create your requested design.

Can I see my customized design before ordering?

For products that offer a preview, you'll be able to review your customization before completing your purchase.

What happens if I enter the wrong customization?

Please review all customization details carefully before placing your order. If you notice an error, contact us immediately. Once your order has entered production, we may not be able to make changes.

Will my customized product look exactly like the preview?

We make every effort to reproduce your selected design accurately. Minor differences may occur due to production processes, materials, lighting, or differences between digital displays and the finished product.

Returns & Exchanges

Do you accept returns or exchanges?

Our return and exchange policy depends on the type of product. Customized or personalized products may not be eligible for returns or exchanges. Please review our Return & Refund Policy before placing your order.

What if I receive a damaged or incorrect item?

Please contact us as soon as possible with your order number and photos of the item you received. We'll review the issue and work with you on the appropriate solution.

Can I return a personalized item?

Because personalized items are made specifically for you, they may not be eligible for return or exchange. Please review our Return & Refund Policy for complete details.

Products

Will the product look exactly like the photos?

We do our best to display our products as accurately as possible. However, colors and appearance may vary slightly depending on your screen, lighting, and device.

How should I care for my product?

Care instructions vary by product. Please refer to the care instructions provided with your order or on the product page.

Are your products made to order?

Some Poise products may be made to order, while others may be ready to ship. Product-specific information will be listed on each product page.

Payments

What payment methods do you accept?

We accept the payment methods available through our checkout, including major credit and debit cards and other supported payment options.

Is my payment information secure?

Yes. Payments are processed through secure payment systems. Poise does not have access to your full payment card information.

When will I be charged?

Payment is processed when you complete your order at checkout.

Orders & Support

Where can I find my order information?

After placing your order, you'll receive an order confirmation by email. You can use the information in your confirmation to keep track of your purchase.

I didn't receive an order confirmation. What should I do?

First, check your spam or junk folder. If you still can't find your confirmation, please contact us with the email address used to place your order.

How can I contact Poisé?

If you have questions about a product, order, customization, or anything else, please visit our Contact Us page. We're happy to help.

How quickly will I receive a response?

We aim to respond to customer inquiries within 24–48 business hours. Response times may be longer during holidays, weekends, or periods of high order volume.