How can I contact you?
Dear Customer, our customer service team will assist you with order inquires, delivery questions, returns and exchanges.
Customer Service APAC
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 Australia or New Zealand, please reach out to us at firstname.lastname@example.org 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?
For orders shipped within Australia, prices include GST. For orders shipped to New Zealand, prices are inclusive of local tax and customs duties.
Taxes and duties are included in the price displayed at checkout.
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 au.pocsports.com is not blocked for fraud prevention. If so, please contact us, as well as your bank to have our site trusted.
Where are you shipping from?
All orders are processed within two business days at POC´s warehouse in Sydney, Australia. Shipping is free of charge and takes between 2 and 10 working days depending on your location. 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.
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?
You may cancel your order by reaching out to us at email@example.com. 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” for the information on how to do this.
Can I exchange for another size/colour?
We apologize for the inconvenience, but our system is unable to process exchanges. Please create a return HERE and create a new order for your replacement. Once your return has been received at the warehouse, processed and approved your refund will be processed.
What is your return policy?
We accept returns within 30 days of the original purchase date, as long as the item is brand new and unused, 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 returns labels?
POC does not cover the cost of return shipping
When can I expect the refund from my return?
You can expect your refund to be applied back to the original payment method 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 payment method, please allow for the potential three additional days before your funds are available, due to bank processing times.
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 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 30 day return period. If you are outside of this, your items will not be eligible for return. If you are within that 30 day period and still having trouble generating your return, please reach out and we would be happy to assist.
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 can I pay for my order?
You can pay using Visa, MasterCard or using express checkout such as Shop Pay, Google Pay and Apple Pay.
How to submit a warranty claim?
We believe in the quality of our POC products, however if you are experiencing a problem with an item please click this link that will direct you to our Warranty Form here 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 firstname.lastname@example.org 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.
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 or returned within 30 days from your original order date. All exchanges are subject to availability.
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 take 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 "Dealer Locator" link at the bottom of our website. If you are curious about a Retailer that is selling POC product but is not listed in our Dealer Locator, please let us know. We will gladly confirm whether the retailer is/is not one of our dealers and let you know. Please e-mail Info_aus@pocsports.com with your inquiry.
I have lost my password, how can I get it back?
Instructions for how to find your password are available at the login page.
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 colour 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.
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 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 informatiom?
Payment and prices
We accept card payments by Visa, MasterCard.
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.
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 am in between sizes, what 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. At times, you may also benefit from trying both sizes as the shape of your head could be the reason one fits better than the other.
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 a 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 eyewear products include a microfiber sleeve for cleaning. Take care in cleaning any lens with a microfiber cloth as POC applies an anti-fog coating to avoid moisture on the lens while in use. We do not recommend 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 warranty coverage.
My lenses are fogging, what should 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 abrasive cloth to dry your lenses, only use a microfiber cloth when the lens is completely dry to remove water marks.
Can I wash my armor?
Yes, you may clean your armour. Refer to the tags inside of your armour 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 colours 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.