SHIPPING POLICY
Customer Service Hours: Monday thru Friday, weekends by exception
----- FREE SHIPPING ON ALL U.S. ORDERS!! ----
Your order will be delivered to you within 5-10 business days. If there is a delay in processing your order for some reason, we will let you know by email.
•ORDERING FOR A SPECIFIC EVENT OR DATE•
If you need an item for an event or by a specific date, please email us and advise us of your special request. We can arrange a local pickup in the Chicago area or if it needs to be shipped, we can look at the best options. We will do our best to keep an eye on your target date and keep you informed. If we have your special request on our radar, we can expedite it if possible and keep you posted.
•SHIPPING PROTECTION•
re:do shipping protection helps us protect you from uncontrollable factors during the shipping process. You will be able to choose this service at checkout!
Please note: orders that have opted out of re:do shipping protection do not qualify for compensation for any lost, stolen, or damaged packages.
•LOST, STOLEN, DAMAGED OR DELAYED PACKAGES•
Coco McCall Shop is not responsible for carrier delays, theft, lost or damaged orders once it has been shipped. We offer shipping protection through re:do for $2.98 for domestic orders that will cover your package if lost, stolen, or damaged (along with free returns & exchanges). If you opt out of re:do, please reach out to Coco customer service if your package is missing or damaged.
It is your responsibility to make sure you have a secure location for delivery.
If you receive a "delivered" notification by email or text, but have received no package, act IMMEDIATELY! It's much more likely to recover your package while the trail is hot! USPS is much more responsive when it's a current situation than when it's a week or so old.
•If delivered by USPS, contact your mail carrier, local post office or USPS (800) 275-8777 if your package is missing or damaged. If they can see that it was misdelivered, they will help you locate it.
We will be happy to assist in locating a package that is missing in any way that we can, even though our responsibility has ended once we mail it. However, we have provided re:do, an affordable insurance protection that can be added to your order for a nominal fee. Given the challenges that USPS has been experiencing, we highly recommend that you consider adding protection to your order.
If you purchased re:do and your package is lost, missing, or stolen, please email hello@cocomccallshop.com. Please note that there is a 7-day waiting period from the last package update before we can file a claim for a replacement or reimbursement. Claims must be made before 30 days from the most recent shipping update.
•PRE-ORDER ITEMS•
One of the reasons we offer items on a pre-order basis is to gauge interest early, helping us determine how many we should order from our vendors. This process allows us to better meet demand, but it does come with a few variables we’d like to be upfront about.
When we place an order with a vendor, (whether it’s for a preorder item or a regular restock), they provide us with an approximate ship date. That date is their best estimate at the time. However, depending on how production and shipping go, this date can shift—sometimes two or three times—before your item arrives at our warehouse. These changes depend on factors like production timelines and shipping conditions, both of which can be unpredictable.
This is completely normal with any vendor order. With pre-orders, though, you’re essentially “in” on that waiting game with us. You get a behind-the-scenes view of the process, and unfortunately, that can sometimes mean waiting through delays that we typically handle quietly behind the scenes for regular restocks.
- You can look in the website product description for the most current date that the pre-ordered item is expected to arrive and ship. If there is a delay with the item, we will post it there first. Please check the product description first for an updated ship date before emailing customer service for a ship date.
ORDERING A PREORDER ITEM FOR A SPECIFIC EVENT
If you’re ordering this item for a specific event or vacation, please keep in mind that pre-orders do carry some timing risk. If having the item by a certain date is essential, you may want to wait until the item is physically in our warehouse and available for immediate shipping. Just know that by waiting, there’s always a chance the item could sell out during the pre-order period and not be restocked.
ORDERING A PREORDER ITEM WITH IMMEDIATE SHIP ITEMS
- Any orders with a preorder item are held until the entire order can be fulfilled.
- If you want non-preorder items to come sooner, please contact Customer Service to request separate shipping, otherwise all items in your order will come together.
•ORDER CANCELLATION•
- If you need to cancel your order, please email us as quickly as possible. We will cancel it and refund it or issue store credit (your choice), as long as it has not been processed and shipped.
- If your order has already been processed, we won’t be able to cancel it.
•INTERNATIONAL SHIPPING•
We offer International shipping to many countries at this time. If you would like something delivered outside of the US and you are having a problem placing your order, please email our customer care at hello@cocomccallshop.com and we will see if we can work it out.
•International orders have a high probability of being charged fees to clear your country’s customs, especially for Canadian & European packages. These fees are separate from the shipping charge you pay at checkout. Coco McCall Shop DOES NOT cover taxes, tariffs, customs, import or brokerage fees on international packages. Many of our International customers are more familiar with these charges than we are because they are common when ordering internationally. Please be familiar with your particular country’s customs fees and procedures.
A brokerage fee is charged by the shipper to walk your package through the customs process. PRO TIP: choose a USPS option for the lowest brokerage fee, if you're not in a hurry. (1-3 weeks typical delivery.) UPS/DHL are faster, but more expensive. The taxes and duties are the same no matter who it's shipped through. The variable is the brokerage fee.
If you are not familiar with customs fees for your country, please contact us and we will see if we can get an estimate for you before it ships.
If you do get surprised by unexpected fees when your package is delivered or if they are higher than you anticipated, you can always refuse your package. It will then be shipped back to us. We will refund the cost of your items. But, of course, we can’t refund the shipping fees since they will have already been spent.
DELAYS DUE TO SUPPLY CHAIN ISSUES
Even though the Covid situation has mostly passed, supply chain issues are still alive and well. There are sometimes unexpected delays or cancellations in our vendor shipments. Thanks for your patience as we work with our vendors to resolve the supply chain challenges we are all facing right now.
