Store Policies - Please Read Before Ordering
Availability of ItemsYour 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.
***UPDATE*** International shipping is available to Canada only. If you are located in another country and would like to purchase something, we suggest a shipping service. We can no longer be responsible for International packages and custom issues. To Canada we will ship by priority mail international & 1st class mail.
We will not be held responsible for items confiscated by customs if they are not allow in your country. We have and offer IPM for perfume, please email us and we will make the switch. We will not refund or remake any orders destroyed by customs.
We refund for any shipping overages over $1.00.
Domestic orders are shipped by your choice of 1st class mail or priority mail. Orders under 13 ounces (**new decreased weights went in to place Jan 2021 was previously 15oz or under**), this includes and packaging we may use and samples, may be shipped 1st class mail. If your order is over 13 ounces, it will need to be shipped Priority Mail. Please be aware, there is no insurance and no recourse if your package is lost, damaged, or stolen. USPS offers basic insurance on all Priority Mail packages, if you wish to have additional insurance added to your order, please email us and will will invoice you for the additional cost, if available.
CocoaPink cannot be held responsible for items delivered, but not received or will not be held liable for any lost or stolen packages. Packages marked as delivered, but are 'not received' are your responsibility to locate. Please contact your local post office as they can check the geotag of the delivery scan and escalate an investigation on your behalf, but we are not able to track down on our end. You will need to contact your local postal office if this occurs. We will try and work with you, but all attempts to locate orders need to be exhausted.
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.
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 cancelled 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.
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 firstname.lastname@example.org. 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 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.
IF AN ITEM IS DAMAGED/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.
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.
CocoaPink reserves the right to repair, replace or issue a credit for a damaged or defective item at our sole discretion.
EXCHANGES, CANCELATIONS AND RETURNS
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 to can change or cancel after 24 hours a 50% restocking fee will apply because most orders are started soon after placing an order.
***Effective immediately, if you paid with Paypal we will no longer be able to cancel your order. There will be no exceptions, please make sure you meant to order, before placing an order.
Due to the nature and customization of our items and also health and safety concerns, we have a no return policy. There are no returns and no exchanges for any products we sell on our site. No exceptions.
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.
Don't be afraid to ask us questions: you may contact us at any time of the day by sending an email to email@example.com. Our customer service department aims to respond to all emails in 24-48 business hours.