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Terms & Conditions


Store Policies - Please Read Before Ordering

Payments

We do not offer credit card purchases on our site any longer.  In order to purchase without having a paypal account you must select "Invoice Ordering" at checkout.  We will then send you a paypal invoice which will allow you to pay by credit card without opening a paypal account.  You will have 24 hours from the time we issue the invoice to pay it.  If you do not pay the invoice, your order will be canceled.  We do not have the time to keep asking you to pay your invoice.  We are offering this as a convenience to you so please pay promptly. 


PRODUCT AVAILABILITY

Availability of Items
Your Order Confirmation email will provide you with your order number which will be needed if you have to contact us directly for any reason. Availability of items is subject to change without notice. Contact Customer Service or check our website for details.

You may review your order at any time by clicking on the link provided in the order confirmation email.

Shortages; Shortage Items
We currently have a limited number of each product available for purchase on our website however it is possible that (an) item(s) can develop a shortage between order time and the time when the order comes up for fulfillment in our processing queue. If this should occur, and except by special arrangement, no back orders will be permitted. Orders containing items that develop a shortage will, nonetheless, be shipped without delay with whatever pro rata item quantity is available, if any.

Customers wanting orders to be held until shortages can be fulfilled, or canceled must make such requests in writing in the Comments box on their order.

Back ordered and out of stock items may be shipped out at a later date separate from the rest of the order, your order may be held, or a refund may be issued, but we will contact you to advise prior to.

Prices Subject to Change
Prices shown on our website supersede all previous prices and are subject to change without notice.

Net Prices
All prices shown on our website or otherwise quoted by CocoaPink are net prices exclusive of all other costs, including (but not limited to) shipping; handling; insurance; taxes; duties; tariffs; or the cost of special packaging, marking or other services, which costs shall be borne by the Buyer.

SHIPPING

International shipping is available.  We ship by priority mail international & 1st class mail.  We refund for any shipping overages.

All orders are shipped to address entered in PAYPAL.   Please double check your PAYPAL shipping information.  We will not be responsible for orders mailed to the wrong address in paypal.  

CocoaPink is not responsible for items damaged during shipment. This includes leakage, breakage, meltage, or any items damaged during transit. Customers may purchase insurance to cover any damage due to shipping, email us and we will bill you for the cost of insurance.  Generally it costs about $2.00.  CocoaPink is also not responsible for items delivered, but not received or will not be held liable for any lost or stolen packages.  It is your responsibility to contact your postal office if this occurs.  We have no control over packages being delivered to the wrong address if the addresses given and placed on package are correct.  The post office does not give us any information different than the information listed on the USPS tracking website.

* Missing Shipments-

1. 1. We are sorry to say if you didn't request your package to be insured there is nothing we can do. The postal service will not assist in any way unless it was insured. No further steps will be taken and we will be unable to help you further. .

2. Insurance Claim: The customer is responsible for purchasing insurance for the package prior to transit. Uninsured items will not be covered by CocoaPink. It is the customer’s responsibility to insure packages.

Please note that we cannot take responsibility for the actions of the carrier or its agents. Our legal obligation is complete upon delivering your order package to the carrier. Thus, the carrier's determination in these matters will be final.

CocoaPink does not grant shipping refunds on lost or stolen packages.

TURNAROUND TIME - TAT
Order Processing Time (a.k.a Turnaround Time or TAT) is a calculation of business days starting from the next day of order initiation to the day of anticipated shipment. Time in transit is not calculated or applied to posted turnaround time.  Order processing time does not include weekends, holidays, or any other circumstance during which CocoaPink is closed. 

We strive to process your order within the TAT listed on our website. However during periods of high volume, Order Processing Time is subject to change without prior notice. The customer has the right to cancel the order without penalty or fees if CocoaPink has run over documented turnaround time of that order.

ORDER ACCEPTANCE
Order Acceptance and Rejection
Orders for standard products may be canceled within 24 hours of ordering (the "Cancelation Grace Period") without liability by contacting customer support at info@cocoapink.net. Orders canceled after the 24 hour grace period will be subject to a restocking fee.

There will be no cancelations or refunds of orders not yet processed within the customer's documented TAT from date of order.  The customer has the right to cancel any order that is held longer than documented TAT.

Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason.

Some situations that may result in your order being canceled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, failure to render immediate PayPal payments, or problems identified by our credit department and fraud avoidance personnel. We may also require additional verifications or information before accepting any order.

Pricing or Typographical Errors
While CocoaPink strives to provide accurate product and pricing information, pricing or typographical errors may occur. In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, CocoaPink shall have the right, at our sole discretion, to refuse or cancel any orders placed for that item. In the event that an item is mis-priced, CocoaPink may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancelation. Prices and availability are subject to change without notice.

Quantity Limits and Dealer Sales
CocoaPink reserves the right to limit the quantity of items purchased per person, per household or per order. These restrictions may be applicable to orders placed by the same account, the same credit card, and to orders that use the same billing and/or shipping address. We will provide notification to the customer email and/or billing address provided should such limits be applied. CP also reserves the right to prohibit sales to dealers.

OUR GUARANTEE
We are committed to your shopping satisfaction. If an item you receive from CocoaPink is defective or if an item is missing from your shipment, please contact us immediately at info@cocoapink.net.  This does not apply to items you didn't care for.  We do not guarantee any customer will love every product or scent purchased from us.  Each customers body chemistry and nose is different and what may be wonderful to one customer might be not be so good on another.  We sell smaller, less expensive items such as drams to test our scents before purchasing larger products. 

CocoaPink has the right to verify shipping weight and deny the request for a replacement if we feel an item was included at time of shipping. CocoaPink reserves the right to request a defective or incorrectly scented item be sent back to us for verification and testing before a new item is issued.

PROBLEMS WITH YOUR ORDER
An Item Is Missing or Short
If an item is missing from your shipment, or the quantity count on an item is short, please contact us at once to resolve the matter. Please note that CocoaPink reserves the right to either ship the missing item or issue a credit for same at our sole discretion. Refer to Shortages for additional applicable terms.

My Order Didn't Arrive
Orders shipped via common carrier can be tracked on the carrier's website. If you wish to track an order, click on the tracking link provided in your Shipment Confirmation email if you paid for your order by PayPal. All credit card orders will not receive a tracking number from PayPal at the time of printing the postage. (We're sorry but orders shipped via certain USPS service options cannot be tracked door to door; refer to the USPS website for details). If you still have questions about an order that has not arrived, please contact us and one of our Customer Service Associates will be happy to help you.

An Item Is Damaged or Defective
How do I know if a product is defective?

Since our products are made by hand in small batches, subtle changes (color, thickness, etc.) in consistency may occur. These changes do not affect product quality or performance.  A product may be considered damaged or defective if it exhibits one of the following characteristics:

~ The product is not exactly as described in the product description.
~ The consistency variation affects the product affects the product's performance (for example a product is so thick that it is difficult to apply, or vice versa).
~ The product's packaging is damaged (a sprayer does not spray, or a pump does not pump).


Characteristics that do not qualify a product as defective or damaged:

~ Changes in color. Vanilla fragrance can cause a product to brown over time, UV rays can cause products to fade or discolor, usually turning yellow. These are cosmetic changes that do not qualify the product as defective.  
~ Minor consistency variations that do not affect product performance or ease of application (if your shampoo is water thin, you should be contacting customer service).
~ Minor scent intensity variations. A product's scent intensity may vary depending on the base used. However if your product smells bad, or you feel like the scent is not as described in the scent list, contact us.  Also Fragrances are added to a product at the time the order is placed and therefore may not have fully developed when it arrives.  Often, a scent that smells light in a product may develop more fully over time.
~ Damages incurred during the shipment of the product. This would include cracks to containers, leaks, meltage, and any damage from mishandling during shipment. We encourage all customers to add insurance to their order to protect from shipping damages.

We pack all of our shipments very carefully to assure their safe arrival to your doorstep. You should always inspect all packages and their contents immediately upon arrival and have the carrier note any visible damage. Report any damage, in writing, to Customer Service not later than five (5) days from receipt of shipment. Failure to give said written notice of claim within the aforementioned time period shall constitute an unqualified acceptance of the goods and a waiver by Buyer of all claims with respect thereto.

CocoaPink reserves the right to repair, replace or issue a credit for a damaged or defective item at our sole discretion.

CocoaPink is not responsible for items damaged during shipment. This includes leakage, breakage, meltage, or any items damaged during transit. Customers may purchase insurance to cover any damage due to shipping.

Shipping charges are not refundable except if you were sent an incorrect or defective product and only at our sole digression.

EXCHANGES AND RETURNS

Restocking
If you find that you've made a mistake in ordering particular item(s), simply contact Customer Service as soon as possible, and prior to shipping, and we'll be happy to change the order for you if we can (normally, no order changes are allowed after 24 hours of ordering). If a request is made after 24 hours a 50% restocking fee will apply.

Restricted Items
We're sorry but for health and safety reasons, made-to-order goods and raw materials (additives, botanicals, butters, colorants, essential oils, fragrance oils, fixed and other base oils, etc.), and certain items specifically marked as such on their respective web pages, are not returnable.

Due to the nature and customization of our items we have a no return policy. There are no returns and no exchanges for any products we sell on our site. No exceptions.

Refused Shipments and Unauthorized Returns
Refusal to accept delivery of a shipment from, or the unauthorized return of a shipment to, CocoaPink is a breach of contract. Such act does not ipso facto relieve the Buyer of either the responsibility to make any (and all) payment(s) that is due and payable, nor does it require CocoaPink to refund monies already paid. Just as "...Title and risk of loss to all goods furnished hereunder shall pass to Buyer upon [CocoaPink] delivery to the carrier at the shipping point, so such goods remain the property of the Buyer. We will not be responsible for the safe keeping of these goods but will nevertheless hold Buyer's property for thirty (30) days, after which time the goods will be considered abandoned property and we will dispose of it as we deem appropriate in our sole discretion.

Limitation Of Liability
IN NO EVENT SHALL COCOAPINK BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL, EXEMPLARY OR CONSEQUENTIAL, DAMAGES, OR ANY DAMAGES WHATSOEVER, EVEN IF COCOAPINK HAS BEEN PREVIOUSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, WHETHER IN AN ACTION UNDER CONTRACT, NEGLIGENCE, OR ANY OTHER THEORY, ARISING OUT OF OR IN CONNECTION WITH THE USE, INABILITY TO USE, OR PERFORMANCE OF THE INFORMATION, SERVICES, PRODUCTS, AND MATERIALS AVAILABLE FROM THIS SITE. THESE LIMITATIONS SHALL APPLY NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY. BECAUSE SOME JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, OR THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.

Indemnification
You agree to indemnify, defend, and hold harmless CocoaPink, its officers, directors, employees, agents, licensors and suppliers (collectively the "Provider") from and against all losses, expenses, damages and costs, including reasonable attorneys' fees, resulting from any violation of these terms and conditions or any activity related to your Internet account (if established), including negligent or wrongful conduct, by you or any other person accessing this Site using such Internet account.

PRIVACY
You may shop with confidence. We never sell our customer list or share customer data with any third party except as required to complete your transaction and as required by law.

QUESTIONS?
Don't be afraid to ask us questions: you may contact us at any time of the day by sending an email to  info@cocoapink.net. Our customer service department aims to respond to all emails in 24-48 business hours.