FAQs

ORDERS

1. How do I find my Coconuet order number?

Once you place your order successfully, you will receive a unique Coconuet order number starting with “CN”.

There are ways to find your order number:

  • Check your email inbox or spam for the order confirmation.
  • Create a Coconuet account using the email address you provided atpurchase. Find your order number under your order history.

2. How do I check my order status?

Once you place an order, you will receive an email confirmation with your order and another email with your tracking number. If you did not receive the email confirmation, please email us at service@coconuet.com

3. What happens if my item is out of stock or back-ordered?

We will contact you in the event that the item you ordered is out-of-stock or on back-order. You may opt to exchange or return your order.

4. How do I change or cancel an order?

You may change or cancel your order by our Customer Support Team before the order is processed.

5. Does Coconuet provide wholesale service?

If you are a wholesaler or store owner, pls feel free to send us your inquiry now. Email to service@coconuet.com.

6. My package has been lost or stolen.

If you believe that your package has been lost or stolen, or that your package was delivered by the carrier but you have not received it, please contact us at within 10 days to file a claim..

We will assist you in completing the claims process with the carrier.

Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).

Coconuet is not held responsible for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.

Exchanges & Returns

1. What is Coconuet return policy?

Please check here for our return policy.

2. What is your refund process?

We will inspect the return and initiate a refund within 2 to 3 days of arriving at our warehouse. A refund confirmation will be sent to you via email. Please note that refunds take 2 to 14 days to reflect in your bank account. This time depends on the policies of your financial institution.

A note about lost returns:

If we do not receive your return merchandise, we will not be able to process your refund unless you can show proof of shipment and receipt via the label's tracking number. If you believe your package has been lost, please file claim with the carrier before we can process your return.

3. I received a damaged or incorrect item.

We're so sorry to hear this! Please send a photo of the damage and/or incorrect item and email it to us at service@coconuet.com within 10 days of the delivery date of your order. Please note that we monitor the delivery dates. We'll do our best to resolve the issue.

4. There are some missing items from my order.

If you believe there might be a missing item from your package, please email us immediately with your order # and missing item # at service@coconuet.com.

5. What if I closed my card/bank?

Currently, we can only issue a refund to the original payment method, meaning that we cannot issue a refund to a new account or card.

 

Shipping

1. What ship methods are used?

We use outside delivery companies (Yun Express, FedEx, DHL, and USPS), we cannot guarantee these delivery times.

2. Does Coconuet ship internationally?

Yes, we offer world free shipping to most countries.

3. Can I exchange the shipping address/purchase?

Normally we will only ship to the address entered when the order was originally placed. Let’s connect as soon as possible if you need to exchange the shipping address or purchase.

4. How long does it take to prepare my order?

After your payment has been authorized, we will prepare your order. Most in-stock orders take 2-3 business days to prepare before shipping. 

If you ordered a pre-order item, this timeframe will be dependent on the expected in-stock date.

*Business days do not include local holidays or weekends.

5. How long does my order take to arrive?

Standard Delivery 10-12 days

Please note that shipping times do not include the standard 2-3 business days processing time it takes for the order to ship out.

6.Why were the items in my order sent in separate shipments?

We prioritize our in-stock items and ship these out first. Occasionally, we will split your order up into separate shipments, especially if one (or more) item(s) is out-of-stock, on backorder or pre-order. If it seems that you are missing items from your package, please email us at service@coconuet.com.

7. My tracking number doesn't work or I haven't see any changes in my tracking.

After placing the order, you will receive a tracking number via email within 2 to 3 business days. Please note that once it ships we do not have any control over the speed of the delivery and cannot expedite shipping or change delivery addresses. If you need any assistance, please email service@coconuet.com

8. What should I do if my package is missing?

Please contact us if you have not received your delivered order or it has been lost in transit by the carrier. We would be happy to assist.

9. Covid-19

Your parcels are still in safe hands, but please note that delivery times may fall outside of the normal standard.

Contactless delivery, please ensure that someone is at home when a delivery is attempted as we are not responsible for lost...

 

Payment

1. What currency is the site in?

Our website is currently in United States dollars. All purchases will be converted to USD after purchase.

2. What payment options do you accept?

We accept Visa, MasterCard, American Express, PayPal.