Returns, Shipping & Payment
3/24/20 COVID-19 update - because of the nature of being only online and not having the means to accept returns via mail, we have revised our return policy to best accommodate the extent of the stay home order.
For any orders placed during closure:
4/24-4/30 refund will be issued in the original payment tendered
5/1-5/7 refund will be issued in the form of store credit
Please help us manage returns by contacting us ahead of time so we can best serve you. You can use the contact form here.
Items must be returned in new condition with tags attached within 7 days of purchase for a full refund (less any shipping charges we spent getting the item/s to you; if you only return a portion of your order the shipping charge will be prorated). Refund will be issued in the payment tendered. From 8-14 days your new-with-tags return is eligible for store credit. All red-line items and purchases beyond 14 days are final sale.
Condition? We will gladly accept the return of products that are still new-in-packaging, unwashed, unworn, free of any pet hair, smoke or other scents. In short, we must be able to confidently put this product back on our shelf.
Defective? If you receive a product with manufacturer defects, please let us know.
Miss-ship? Did we mistakenly ship you the wrong item? Please let us know within two business days of package receipt. We want to fix it!
We make every effort to ship within one business day as we know how anxious you are for your pretties! But please understand we are a small company and things do come up. For this reason we officially state we ship within four business days. You will receive an email with tracking information as soon as your order ships. Please note it can take up to 24 hours for tracking information to update.
Unfortunately, we cannot guarantee when an order will arrive once it is in USPS or UPS's hands. Most orders do arrive to their destination within 5 business days. We encourage you to order in a timely fashion to avoid delays caused by shipping.
You will be invoiced separately for actual shipping costs. COCO will cover insurance, but you are responsible for any duties/import/customs fees.
We accept PayPal and the following credit cards via Paypal: Visa, MasterCard, American Express and Discover. There is no surcharge for using your credit card to make purchases. Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your credit card bank has on file for you). Incorrect information will cause a delay in processing your order. Payment is collected at time of order.