FREQUENTLY ASKED QUESTIONS

 

  • How long does it take for my order to process? 
    • Please allow between 1-3 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 (delivery in 5 days after processing)
      • USPS Priority Mail (delivery 1-3 days after processing)
    • 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)
  • 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 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.