Shipping + Handling

SHIPPING LOCATIONS + PROCESSING.

Currently we ship to Canada (7 to 15 business days) and the United States (5 to 12 business days).

Please allow for up to 7-10 business days for order processing as all items are custom/made to order.

All orders must be paid in full prior to fulfillment or processing.

Custom product shipping varies.

COSTS/TAXES AND DUTIES.

You are responsible for all shipping and handling charges.

Shipping rates are calculated based on item/package size and delivery location at the time.

Orders shipped outside Canada may be subject to restrictions on the products that can be shipped, delays, import taxes, customs duties and fees levied by the destination country. Any additional charges for customs clearance is the responsibility of the recipient specified on the delivery address.

TRACKED SHIPPING.

Items are shipped to you with tracked shipping. We only ship on business days (Monday through Friday, excluding bank holidays). All orders receive a shipment confirmation email containing a tracking link. Please note, once a package has been picked up by the carrier (you will receive your tracking at that time), we are not responsible for delivery time. Delays are to be expected in some cases such as inclement weather or the busy Christmas season.

LOST/STOLEN/DAMAGED SHIPMENTS.

COCOLILY & CO./SHOP COCOLILY is not responsible for lost or stolen items.

We are not responsible for any errors made by the postal service/shipping carrier.

If your shipment/order has not been received within 3 weeks of receiving your shipping notification email, please contact your local post office to file a claim.

RETURNED MAIL.

If a package is returned because the address provided to us was incorrect, we are not responsible for the cost of re-shipping. We will contact the buyer for the correct address, and buyer will need to re-pay shipping and handling costs before we will send the package again.

REFUSED/UNCLAIMED MAIL.

If a delivery is unclaimed by recipient or unclaimed, we will not issue refunds or store credits for any unclaimed/refused packages.

Please contact your local post office for further assistance as it is beyond our control once it goes out for shipping. Thank you for your understanding.

SHIPPING TO A PO BOX.

Please note that our shipping carriers do not ship to islands or any P.O. boxes. Please provide a physical address. We apologize for any inconvenience this may cause.

We thank you for your understanding.