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Store Policies - Please Read Before Ordering
info@cocoapink.net
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
backorders 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 without prior notice
at owner's digression.
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.
CocoaPink charges a 3% Handling Fee On All Orders.
SHIPPING
All orders are shipped to address
entered in PAYPAL. CocoaPink is not liable for lost or misrouted orders
where the customer has incorrect shipping information in their PAYPAL
account. Please double check your PAYPAL shipping information.
* Missing Shipment: Upon receipt of
your written inquiry about a missing shipment, and if it is late, we
will initiate the following steps:
1. Carrier Inquiry: we will contact
the carrier and have a tracer placed on the shipment. Upon confirmation
that the carrier cannot locate the shipment (this may take several
days), go to step 2. If your shipment is confirmed as lost, we will
refund to you the Shipping & Handling ("S&H") charges on your
order but 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 LLC. It is the
customers responsibility to insure packages.
Please note that we cannot take
responsibility for the actions of the carrier or it's 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.
TURNAROUND TIME - TAT
Order Processing Time (a.k.a
Turnaround Time or TAT) is a calculation of business days starting from
the 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 LLC 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 "Cancellation 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.
Restocking fee is 50% of the total
order. Orders not yet processed within the customer's documented TAT
from date of order initiation may be cancelled with no penalty. The
customer has the right to cancel any order that is held longer than
documented TAT. Documented TAT is the Order Processing Time found on
the customer's order confirmation email.
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.
CocoaPink reserves the right to refuse service to anybody.
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 mispriced, CocoaPink may, at our discretion,
either contact you for instructions or cancel your order and notify you
of such cancellation. 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.
CocoaPink items may not be resold for
profit without prior consent. This includes selling on auctions,
online, or any retail establishment.
OUR GUARANTEE
We are committed to your shopping
satisfaction. If an item you receive from Cocoa Pink is defective or
unsatisfactory, or if an item is missing from your shipment, please
contact us immediately.
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
(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 charactaristics:
~ 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 stability has been compromised (separation in emulsion is an example of this).
~ The product causes an allergic
reaction in the consumer (if it is irritating your skin, you should be
contacting us immediately!).
~ The product's packaging is damaged (a sprayer does not spray, or a pump does not pump).
Charactaristics 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. 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.
~ Damages incurred during the
shipment of the product. This would include cracks to containers,
leaks, 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, or any
items damaged during transit. Customers may purchase insurance to cover
any damage due to shipping.
Oversize items must be returned by
ground freight. For assistance with oversize items and hazardous or
regulated items, please contact Customer Service.
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.
How to place an order through PAYPAL.
Please do not send money without going through check out.
1) Find the items you would like to
order and add them to your cart. You may continue shopping for other
products or if you are done, then proceed to checkout.
2) If you are a returning customer or
have signed up for an account already, go ahead and login with your
username and password you used when you signed up. Then skip down to
3).
If you do not already have a CP
account, scroll down to "New customer" and click the link to register
for an account. You must use a valid email address. Fill out any and
all starred items accurately and also create a username and password to
login in the future when purchasing more products.
At the place order screen, please
review your order and information. Double check that your quantity,
scent choices and products are correct as you will be unable to modify
the order once it is placed. If you have a comment or request, please
note it in the customer notes. Place your order and the next screen
will ask for your payment information. An image is shown below:
3) The next screen is the shipping & payment page. Choose your Delivery method.
The payment method shows that PayPal
is the only option. Don’t worry, you can still place and pay for your
order without having a PayPal account. Paypal is our credit card
processing company, but you do not need to set up an account to use the
service.
You will see the option on Paypal’s
login screen after placing the order through CocoaPink. If you do not
have a paypal account click the: “Don’t have a paypal account? Pay
with Credit Card.” Option. Click if you do not want to set up a paypal
account.
There are two options for payment:
- If you have a PayPal account,
please login and complete your order that way. Make sure to review your
billing and shipping information before submitting payment.
- If you DO NOT have a PayPal
account, you can simply use your credit card to pay. Click the
“continue” link on the lower left-hand side of the page. This is
highlighted in the pink box.
At the next screen, enter your billing and credit card information and hit review and continue.
Next, confirm your payment method and
shipping address is correct and hit pay now. Your order will then be
submitted for processing.
You will receive an email from CocoaPink confirming your order.
IMPORTANT - If you do not complete
the entire transaction and log out of Paypal - DO NOT SEND MONEY! We
have no records of payments sent independent of the check out process.
Please resubmit the order and go through the paypal check out. You can
email customer service to remove the unpaid duplicate order from out
system.
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