Policies and FAQs
Processing: Please allow 5-7 business days to process your order. This does not include holidays or weekends.
Shipping: Shipping is done via UPS Ground. Typically, it should take 1-3 business days to receive your package, however due to the impact of COVID-19, shipping times have been extended to 7-10 business days. Please monitor your email closely, as we send out updates when your package has been shipped. You should receive an email with a tracking number once your order has been fulfilled. Once you’ve received your tracking number, please allow 24 to 48 hours for the shipment movement to update. Monitor your tracking number closely; we are not responsible for lost or stolen packages.
Each shipment is insured up to $100. If your package is lost or damaged, please contact UPS directly to begin the claims process.
Shipping costs are calculated during checkout. We currently do not offer international shipping, but we hope to add that service in the near future.
Returns and Exchanges: To preserve the sterility and stability of our products, WE DO NOT OFFER RETURNS OR EXCHANGES. Exceptions to this rule are reviewed on a case-by-case basis, and Cocoa & Company reserves the right to deny a refund or exchange request. Orders are final once they are placed, so please carefully read a product’s description to be certain that it is something that you want. Also double check your shipping address before placing an order. If you have any questions, comments, or concerns, please reach out to us at firstname.lastname@example.org. Please allow 24-48 hours for a response.
None of our products have been approved by the FDA. We make no claims to treat or cure any medical conditions, and therefore can not be held responsible or any adverse reactions from our products. Use products at your own risk. We suggest conducting a patch test on a small area of skin before utilizing.
FREQUENTLY ASKED QUESTIONS:
Q1: My whipped body butter melted during transit. What should I do ? Can I get a replacement?
A1: Place your body butter in a cool storage area and allow the butter to solidify again. If needed, you can place your butter in the fridge for a few hours. The texture of the product will change, but it is still usable. Replacements will not be issued for texture changes during transport. We utilize mini ice packs to keep the temperature stable until your product arrives, so please keep this in mind when placing orders and unpacking your shipment.
Q2: I ordered a scent that I don’t like. Can I exchange it for something else?
A2: No. As stated in our returns and exchange policy, we will not honor exchange requests due to scent. Please read all product descriptions in full before making a purchase. Scent descriptions will be the first paragraph.
Q3: I ordered the "unscented" soap or butter, but it has a scent. Is this correct ?
A3: Due to the nature of our ingredients, some of our "unscented" products will have a natural, earthy scent. Some organic oils have a naturally stronger aroma than others, such as hemp seed oil or coconut oil. Some oils do not have an aroma at all. Please keep this in mind when ordering.