FREQUENTLY ASKED QUESTIONS

 

  • How long does it take for my order to process?
    • Please allow up to 2 business days for your order to be processed.
    • For all custom orders, please read product description for processing times.
  • What are my shipping options?
    • All U.S. orders:
      • Ground shipping (delivery in 5-7 business days)
      • Priority shipping (delivery in 1-3 business days)
      • Free USPS Ground Advantage shipping on orders over $100
      • Free USPS Priority Mail shipping on orders over $150
      • UPS Next Day Air (Order must be placed before 10 AM PST)
    • International orders:
      • USPS First-Class Package International (delivery in 15 business days after processing)
      • UPS Worldwide Saver (delivery in business 3 business days after processing)
    • Is there a way for me to track my order?

      • Once an order is placed, you will receive an email or text confirmation immediately. If you do not see an email order confirmation in your inbox, please make sure to check your junk/spam folder. If you fail to see an order confirmation in your inbox or junk mail, please contact us as the wrong email address may have been entered. It happens way more often than you think! 

      • You can also head over to our "Track My Order" page here:
        Track My Order

      • Please note that USPS sometimes does not update their tracking information until the package arrives to your local USPS location or even as late as the day of delivery. If tracking has not updated or your order has not arrived within two weeks of you receiving tracking information, please contact us at support@coldcoco.com.

      • If I placed an order, can I cancel it?
        • You can request a cancellation within 1 hour of placing the order. Please email support@coldcoco.com.
      • If I buy something and want to return or exchange it, can I?

        • We accept returns and exchanges. Please email support@coldcoco.com to be assisted in the return/exchange process. 

        • We do not accept returns or exchanges on items that have been worn, washed, or altered. Swimwear without its lining will also not be accepted. Zodiac Lip Rings and custom orders are not eligible for returns or exchanges.

        • If you wish to return an item, you will be responsible for shipping the item back to us. We do not do refunds. You will receive store credit in the form of an e-gift card along with a 10% bonus that will be issued to the email on file. Original shipping charges are not refundable and will not be included in store credit. Store credit will be available to use immediately and will never expire.  

        • If you wish to exchange an item, we will cover the costs of the return shipping and reshipment for the first exchange. If you prefer a different shipping method, such as priority shipping, you will be responsible for paying the difference. 

        • We accept returns and exchanges within 30 days of your order being delivered to you.

      • All orders are packaged in perfect condition. If there is a problem with your order, such as an item missing or damaged, please email us within 2 days of package being declared delivered with a detailed description and pictures. 

      • We are not responsible for any orders once the package has been delivered to its destination, such as theft or damages caused to the items after possession. If your package is missing or has been stolen, please contact your mail courier or feel free to contact us if you need help taking the necessary steps to report a theft/missing package with the courier.