FAQ – theCOOshop

Frequently Asked Questions

No, accounts are totally optional.

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.

We promise your money back if the item you received is not as described, or if your item is not delivered within the stated delivery period.  Please follow the process as stated in our Return Policy.

We currently only accept payments by credit card (Visa / MasterCard / American Express / JCB / Diner’s Club International), Stripe and by PayPal. More payment methods will be added in the future.

Our payment provider automatically and securely processes your order immediately after it is placed.

If you would like to add items to your existing order, please place an additional order. We do not store your credit card information and cannot process changes made after the order is placed.

Yes, definitely!  During the checkout process you are able to enter any shipping address and specify a different billing address.

The prices displayed on our site are tax-free, 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 to its final destination, which are 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 charges, please contact your local customs office.

Immediately after placing your order you should receive an Order Confirmation email at the email you entered during the checkout process.  You will be sent a receipt for your order by email after payment is made. If you did not receive any email,  please make sure your email is correct and kindly check your SPAM folder to see if your email was sent there.

If your email address is incorrect, please inform us at support@thecooshop.com immediately.

Once your order is shipped, you will receive a Shipping Confirmation email with the tracking link.  Please allow 1 to 3 working days for the tracking information to update.  If you did not receive any email,  please make sure your email is correct and kindly check your SPAM folder to see if your confirmation email was sent there.

If you have a multi-item order, each item may be shipped from a different international warehouse, depending on which one has them available the fastest. Alternatively, if an item is popular and on a bit of a back order, we might ship your items at different times, in different packages, to prevent holding up your order and to get it to you as fast as possible!

Orders are shipped out directly from any of our many domestic & international warehouses and they will do everything they can to get you your order as fast as they can! Due to the popularity of our products, please allow an estimated 2 to 4 weeks for your order to arrive to the USA (varies from product to product). Other countries can take an estimated 3 to 5 weeks (varies from product to product) due to distance traveling and customs. Please note, that due to the extreme popularity of our products, these are only estimates.

There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.

You can check on the status of your order at any time by visiting our Track My Order page or logging into your account. You may also find your tracking link in your Shipping Confirmation email.  Please allow 1 to 3 working days for the tracking information to update.

You can reach out to our customer support desk at support@thecooshop.com.

All of our orders are sent with insured shipping and handling. If an order gets stuck at customs, sent back or even lost during the delivery process, we apologize! The postal service is out of our control. However, in cases like this, because the packages are insured, we will send you a new package with quicker shipping and full tracking, if possible. Please ensure that all the shipping information you have provided is correct.
Please see our Return Policy for when these might be applicable to shipping situations.

We ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.

If this happens to you, please contact us with:
– Your order number.
– A picture of the damaged product.

Once received, we’ll be happy to send out another free of charge.

I have a Question that Wasn’t Answered, Can You Please Help?

 Please feel free to send us an email at support@thecooshop.com

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