Home / FAQ

Where is Coco Village based?

 

 

Coco Village's warehouse is located in Montreal, Canada and we proudly ship all orders from there. 

 

 

I sent an email to support@cocovillage.com, when should I expect a response?

 

 

One happy agent should get back to you within 48 hours. We receive a high volume of emails, but our staff carefully answers each and every one of them every day of the week, in the order they were received. Sending another email before you get a reply will put your first email to the end of the list.

 

 

How long will it take to receive my order?

 

 

United States and Canada -  2 to 10 business days

 

 

International -  14 to 60 days

 

 

Presale orders - up to 120 days

 

 

Please note that presale priced items can not be returned, cancelled or exchanged.

 

 

Can I change my order once it’s placed?

 

 

We're super efficient - Your order will be prepared and shipped very quickly after it's placed! Once your order has been confirmed, it will not be possible to change it. Be sure to double check your order confirmation details to make sure everything is as intended before you submit it.

 

 

Do I have to pay customs and import charges?

 

 

If your delivery address is located in Canada, you won't have to pay any customs and import charges. 

 

 

If your delivery address is located out of Canada, customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by any charges!

 

 

Do you ship internationally?

 

 

Yes we do! All purchases are shipped by US Post Service or Canada Post. If you have a preferred carrier or if you live in a remote location, let us know and we'll make sure your product reaches its destination. Also, remember your country may levy taxes, customs fees, or import duties on your purchase.

 

 

Is the payment secure?

 

 

We take your security seriously and take every precaution necessary to ensure that your shopping experience is safe and exciting! 

 

 

No worries - All transactions conducted here are protected by Shopify Payment. All information exchanged is encrypted using the SSL protocol. Your data can not be detected, intercepted or used by any third parties.

 

 

We accept Visa, MasterCard, American Express and PayPal payments.

 

 

Why has my card been declined?

 

 

Uh-oh, there can be several reasons for a credit card decline. You should reach out to your bank and let them know about the issue, they will most likely be able to fix it.

 

 

Is it possible to exchange/return my purchase?

 

 

Of course - Exchanging/returning a product is easy as 1-2-3! If you wish to do so, check out our Shipping & Return Policy.

 

 

Please note that orders made during a presale event at a special presale price cannot be canceled, exchanged or returned. 

 

 

What should I do if I receive a damaged item?

 

 

Your order will be carefully inspected before it's shipped. However, if you notice that we missed a little flaw, please let us know as soon as possible and we'll definitely rectify the situation! Here's what you have to do : 

 

 

First, send us an e-mail at support@cocovillage.com and let us know about your damaged product within 48 hours after receiving your order.

 

 

Then, we will get back to you and, if you didn't do so already, we might ask you to send us a few pictures of the item so that we can assess the damage.

 

 

If the item is faulty, we will then require you to return the item to us and we will send you a new one as soon as possible! If a replacement is not possible, we will offer you a full refund (including the original delivery charge).

 

 

Do you offer a warranty?

 

 

Yes. Coco Village products are warranted to be free from defects in materials and workmanship when used under normal conditions and for the purpose intended. For more details, please refer to the specific product's page, under the "Warranty" section. 

 

 

I have a blog and would l like to collaborate with you! Who should I contact?

 

 

Our team would be thrilled to work something out with you, bloggy parents! Please let us know about your project at support@cocovillage.com

 

 

How do I submit an idea for a product name or blog entry?

 

 

Please email us at support@cocovillage.comWe would love to hear from you!

 

 

How do I stay up-to-date on new products from Coco Village?

 

 

Please sign up for our newsletter on the bottom of each page and follow us on social media to be the first to know about our featured products, events, promotions, contests and more!