Shipping and Returns

COACO Pets

Shipping and Returns

COACO Pets will make every attempt to process and ship your order as soon as possible. Your total satisfaction with your purchased merchandise is our goal.

Shipping Policy

We deliver via UPS or a comparable delivery service. Our warehouse does not open to public. No local pickup will be allowed.

Shipping and Handling Charge

We charge 10% of total item price of entire order + $15 as shipping & handling charge for standard delivery.

Standard Delivery

We deliver via UPS Ground or a comparable delivery service, at the shipping and handling charges stated on the product listing pages, to valid addresses within the lower 48 states in United States. No PO Boxes, APO and FPO addresses will be accepted.

Shipping Time

Order will usually be processed and shipped within the next business day. However, please allow up to 5 business days for processing. We will let you know by a follow-up message if the merchandise you have selected is not currently in stock. For that merchandise, we will give you an expected shipping time.

Once the merchandise has been shipped, you will receive a shipment confirmation with a tracking number via email. You may follow up on the status of your delivery at www.ups.com. Please note that the tracking number is assigned before the delivery service actually picks up your merchandise. Tracking links at www.ups.com may take up to 24 hours to be activated.

Standard delivery via UPS Ground, or a comparable delivery service, usually takes between 2 to 5 business days. However, please allow up to 14 days for delivery.

Rush Delivery

Besides UPS Ground, we also provide express delivery service. Shipping surcharges will be added depending on where your order is shipped. Please contact us and provide us the delivery address including the zip code and the item you are interested in for the rate of shipping surcharges.

Return and Exchange Policy

Return

You may return or refund merchandise within 15 days of delivery. However, a 15% restocking fee will be charged.

Please note that shipping and handling charges are not refundable. For orders with additional shipping and handling charges, both the standard and additional shipping and handling charges will be deducted from the refund amount.

A 15% restocking fee will be charged for all returns.

A 30% restocking fee will be charged in the following circumstances (subject to the discretion of COACO Pets):

Merchandise is returned after 15 days of delivery. In such case, that merchandise is considered as used.
Merchandise returned is not in its original packaging and condition.
Merchandise has broken part.
Merchandise is considered as non-resalable, or sold as used.

Returns will not be accepted after 30 days of delivery, regardless of any circumstances.

Exchange

If your merchandise is damaged in transit or there is any missing parts or accessories, we will gladly send you a replacement.

Please report to us within 24 hours of receipt in order to arrange a replacement. Otherwise, any damage or missing parts will not be replaced. Please keep the original packaging for UPS to pickup and inspect.

Return and Exchange Shipping

For return, refund or exchange, please contact us to obtain an RMA (Return Merchandise Authorization) number before returning your merchandise. Returns without a valid RMA number will be refused. Any returns for quality issues will require high quality digital pictures of the merchandise to be emailed to us before an RMA is approved. Merchandise returned must be in its original packaging and condition. Shipping charges for return, reshipping charges for exchange, and any return lost are the responsibility of the customer. COACO Pets recommends that you always insure and ship the package with a delivery service that can be tracked.

After the merchandise is returned, it will be inspected. Please note that an RMA number does not guarantee final disposition. All returns and exchanges are subject to inspection. Please allow up to 15 days for processing.

Damaged Package

If your merchandise is damaged in transit, we will gladly send you a replacement. Please keep the original packaging for UPS to pickup and inspect.

Damaged package can only be exchanged, and cannot be an excuse to return a product. If customer requests to return the product because of damaged package, a 15% restocking fee will be charged and shipping and handling charges are not refundable

Invalid Delivery Address

If the delivery address is invalid and your merchandise is undeliverable, you will be responsible for both the shipping and handling charges and the shipping charges for return incurred by the unsuccessful delivery. The shipping and handling charges are not refundable.

Shipment Refusal

If your merchandise arrives at the delivery address and is refused, you will be responsible for both the shipping and handling charges and the shipping charges for return incurred by the action of refusing the delivery. The shipping and handling charges are not refundable.

Order Cancellation

If you cancel the order after shipment, you will be responsible for both the shipping and handling charges and the shipping charges for return. The shipping and handling charges are not refundable.