FAQs

FAQS

 

How to entering DISCOUNT code?
From time to time, we will run promotions on our store to offer the Discount Code that you can find on the top of the product page. You can enter the code on the last page of Check-out.

If you have any problem with the code, please contact us.

Can I make changes to my order?
If you'd like to request a change to an order, please contact us ASAP. Orders are processed throughout the day, every day. If your order has already entered the shipping process, we won't be able to stop it. Contact us anyway, we still care, and we'll try to make it right for you. We know how frustrating it can be to pay for something you can't use.

Can I change the shipping address?
Please ensure that you put the correct shipping address when you make an order.

If you'd like to request a change to an order, please contact us ASAP. Orders are processed throughout the day, every day. Once an item has gone into production, we can no longer make changes to it or cancel it.

How secure is my personal information?
We adheres to highest industry standards to protect your personal information.

Your credit card information and personal details are encrypted during transmission using SSL (Secure Sockets Layer technology), which is widely used on the internet for processing payments.

Your credit card information is only used to complete the requested transaction and is not subsequently stored.

Why was I charged $X.XX AND $XX.XX appears in PAYPAL or on my invoice?
This is due to the website charging in USD. PLEASE NOTE: While the prices may display in your local currency you will be charged in USD.

What are your shipping rates?

We offer free shipping for both domestic and international orders, Any size orders, Anywhere in the world.


How long will it take to get my order?
Preparing Time:We will send the items within 3 - 5 business days once the system confirms the buyer's payment.

In general, the estimated delivery time in the US will be 4 -7 days, and 12 - 25 days for international shipping, in some cases maybe delayed by custom inspection or bad weather or holiday seasons.

Please note:Orders are not shipped or delivered on weekends or holidays.

If your order hasn’t arrived in the estimated delivery times, please contact our support team at support@coocoshop.com

If your order hasn't arrived within 60 days of the date of original purchase, contact our support team for a full refund on your purchase.

(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).

How can I track my order?
coocoshop will email you the tracking number when your items have been shipped. If you didn't get the email, please check your junk mail or contact us at support@coocoshop.com

You can track your order by using your tracking number through the website http://www.17track.net/en

My tracking number hasn’t updated in a couple days. What’s going on?
Don't fret! Your tracking number may take 2-3 business days to update from pre-shipment status.

Is there any customs tax?
Usually we will declare the minimum value to avoid customs tax. But due to different policies in different countries, there might be customs tax that should be paid by buyer.

What if my orders get lost or damaged during shipment?
We are not liable for any products lost or damaged during the shipping process. If you received damaged goods, please contact the shipping carrier to report your claim.

Please save all packaging materials and damaged goods before reporting your claim.

I have not received my order. What can I do?
Don't worry. It's on the way!

We try our best to send your order out as soon as possible. In some cases maybe delayed by custom inspection or bad weather or holiday seasons. These are out of control.

Please note: Orders are not shipped or delivered on weekends or holidays.

You can also contact us for more shipping information.

Do you deliver products internationally?
Coocoshop successfully ships A LOT of products worldwide each day. We have many happy customers in every corner around the world!

Occasionally, we may have to cancel an order we are unable to send out due to prohibitive shipping to some areas of the world, but we always try to ensure our produccts is available to everyone.

I'VE PLACED AN ORDER WITH MULTIPLE ITEMS RECENTLY, CAN I COMBINE THEM INTO ONE PACKAGE?
Since we have 4 different warehouses, we don't have all our products in one place, so when you order multiple items at a time, each item will be shipped separately.

So you'll probably receive one item before the next. Don't panic if you don't receive all of your items at once… Rest assured, they will get to you.

The product I received does not match the description. How do I go about a return for a refund?

If you aren't satisfied the items, you can make full/partial refund or return the items. Our return policy is valid for up to 30 days after your purchase.  All returns must be unopened, unused, and in original condition in order to be eligible for a return.  A receipt or proof of purchase is required to complete your return.

Refund Only

- The product is not as described and I would like a partial refund.

or

Return Goods

- I am not satisfied with the product I received and would like to return it for a full refund.

To return your product, please contact us via email support@coocoshop.com. Do not send it to any address before contacting us.

Please note that you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Please review our Refund Policy for more information.

Please review our Refund Policy

 


NEWSLETTER