FREQUENTLY ASKED QUESTIONS

 

  • How long does it take for my order to process? 
    • Please allow between 2-4 business days for your order to be processed.
    • For all custom orders, please read product description for processing times.
  • 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 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!

    • 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. We also noticed there has been a great amount of delays with USPS shipping during this time. For First-Class shipping, there are instances where packages may take 2-3 weeks to arrive. Please feel free to contact us at support@coldcoco.com if your order has not arrived within two to three weeks of you receiving tracking information.

    • You can also head over to our "Track My Order" page here:
      https://coldcoco.com/apps/trackorder

  • What are my shipping options?
    • All U.S. orders:
      • USPS First-Class Package/Mail Parcel (delivery in 5 days after processing)
      • USPS Priority Mail (delivery 1-3 days after processing)
    • All International orders:
      • USPS First-Class Package International Service (delivery time based on destination, usually about 15 days)
      • USPS Priority International Mail (delivery in 6-10 business days)
      • USPS Priority Mail Express International (delivery in 3-5 business days)
    • Just a head's up, here at Cold Coco we cannot control any customs or import duties applied to your package. If any import duties and taxes are charged once the parcel has reached the destination country, these charges must be paid by the recipient of the parcel. If you refuse to accept shipping of the items you have purchased, the courier may return the items to Cold Coco.
  • If I placed an order, can I cancel it?
    • No cancellations can be made to an order once an order is placed.
  • If I buy something and want to return or exchange it, can I?
    • We currently do not accept returns but please feel free to contact us if you have any concerns! We'd be more than happy to help you!
      If you would like to exchange an item, you will be responsible for shipping the item back to us and pay for shipping of the new item. Please contact us at support@coldcoco.com beforehand so we can assist you with the exchange process.

    • 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 3 days 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.