If you can't find what you're looking for, please email us at Support@cocoanddingo.com
Q. How do i contact customer service?
A.If you have any questions, please don't hesitate to drop us a message at email: Support@cocoanddingo.com or chat with us via our chat messenger located on the bottom right of our website.
Q. What is the status of my order?
A.Preparing for Shipment: This means we’re currently processing and packing the goodies for your pet. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information.
Shipped: Your order has left our warehouse. Within 24 to 48 hours, you will also see a link to track your package.
Delivered: Your order has arrived! Orders will be delivered to you soon.
Q. How do I cancel or change my order?
A.If you need help canceling your order, please contact us with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. If we have already processed your order, we may not be able to cancel it. In that case, we will issue you a refund. We also accept returns within 30 days of purchase.
Q. How long does it take to get my order?
A.Processing Times
Orders can sometimes take 1-3 business days to process after placing the order before shipping out.
We have multiple fulfillment centers located in the United States and Canada. After your order is complete, it takes us 1-3 days to process your order and get it ready for the shipping center.Shipping is also based depending on your location, please expect 7-21 business days after order processing to receive your package depending on your location and shipping option.
Q. How much is shipping?
A.Currently we are offering free worldwide delivery.
Q. I can't find the product I am looking for, can you get it?
A. We have an extensive range of products in store, and the amount of products online is growing daily. Let us know what you are after, and we can let you know the products availability, price and any additional information about ordering it in for you. We are happy to order in products, accessories, and spare parts for the brands we carry, subject to availability.
Q. How long will it take to get my order?
A. Orders are prepared and shipped out during normal work hours as soon as payment has been approved by the payment gateway. This normally occurs within a 24 hour period. However delays relating to transport/freight we have no control over. If you think your order has been delayed, please contact us ASAP.
Q. Why can't I get a delivery to a post box?
A. All deliveries must be signed for. Please ensure your delivery address is to an address where someone can sign for the item.
Q. Where do you ship from?
A.We have multiple warehouses in U.S and we ship from the warehouse that is the nearest to you. Our products are nicely shipped with quality packaging to ensure they don't get damaged in the mail.
Q. I received a defective product, what do i do?
A.If you received a defective product, please email us with your order number / the name used when you place the order and photos of the defects to Support@cocoanddingo.com. We will issue a refund or arrange for a replacement immediately after confirming the defects.
Q. Will i be charged with customs and taxes if i live outside of USA?
A.The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office.
Q. I need my order fast, do you guys provide expedited shipping?
A.Currently we do not offer expedited shipping.