Shipping FAQs

SHIPPING DURING THE COVID PANDEMIC

COVID-19 SHIPPING UPDATES
Please note that our products are delivered from different fulfillment centers.
Certain products purchased during this time may be delayed due to business interruptions due to local regulations regarding the COVID-19.
We are doing our best to estimate any potential delays in shipments on our product pages.

We appreciate your patience and understanding at this time.

GENERAL SHIPPING
• We are able to ship anywhere within the United States.
• Orders ship Monday-Friday.
• Some items within your order may ship separately. You will never be charged more for shipping and handling than what appears at checkout.
• We will work to get your order to you as quickly as possible, but please note that our shipping lead times are all estimations, and we cannot guarantee an order to arrive by a specific time. We encourage you to ship all items to a permanent address in order to ensure a successful delivery.

INTERNATIONAL SHIPPING
We are not able to offer international shipping at this time.

WHEN WILL MY ORDER ARRIVE?
• Shipping can take 10-15 business days to be delivered after tracking has been updated.
• We do the best to ensure your delivery arrives on time, however delivery dates are not guaranteed and there may be a number of unforeseen reasons why your items will arrive after the estimated arrival date.

HOLIDAY SHIPPING INFORMATION: Please note that all delivery information is listed on each individual product page. Please keep in mind that the last day to order for delivery by Christmas varies per product and assumes the fastest shipping method at checkout.

SHIPPING MULTIPLE ORDERS
Multiple orders placed on the same day cannot be combined and will ship separately.

SHIPPING TO MULTIPLE LOCATIONS
Unfortunately, we cannot split up an order and ship to multiple locations. If you wish to send items to different locations, please place a separate order for each shipping address.

ADDRESS CHANGES
We are unable to change or update a shipping address once an order has been placed. Please be sure to check your shipping details prior to submitting your order.

APO/FPO SHIPPING
We are unable able to ship most of our products to U.S. Military APO/FPO addresses.

CUSTOMER SERVICE HOURS
Our customer service team is available Tuesday through Saturday 10am – 3pm EST.

RETURNED PACKAGES
If a package is returned to us because of the wrong address, the customer must pay to have it reshipped or a refund can be issued. (minus the shipping costs)

SHIPPING DAMAGES
Damage or loss incurred during shipment is the delivery company's responsibility. Claims must be properly filed with the delivering carrier. Although the addressee must initiate damage claims against the shipper, we will be happy to assist you.

LOST/ STOLEN PACKAGES
We are not responsible for lost or stolen packages, if the USPS or tracking indicates the package was delivered, we will not reship orders that have been lost or stolen.

If you have any questions please email info@CocoaTwins.com