Frequently Asked Questions

We strive to keep all of our fabulous customers happy. If you for any reason have a problem, please contact us immediately by email at aloha@cocomoonhawaii.com, through a chat message on our website, or text or call us at 1-888-291-3971. We try our best to accommodate all orders, and we are dedicated to providing excellent customer service.

Shipping and Delivery

All orders are processed within 3-5 business days. We work hard to get your order to you as soon as possible! 

- While we cannot guarantee a delivery date, shipments usually take between 2-7 days, depending on the shipment class and destination.

- International orders are sent via USPS or UPS. While we cannot guarantee a delivery date, shipments usually take 1 - 2 weeks to arrive depending on the shipment class and destination.

Shipping rates depend on the weight of your order, which is calculated at checkout. 

You can also calculate the shipping rate for your order by using our shipping rate calculator, which can be found at the bottom of the cart page.

If you require additional help with shipping rates, please reach out to us by email at aloha@cocomoonhawaii.com, through a chat message on our website, or text or call us at 1-888-291-3971.


If you have made a mistake on your shipping address, please contact us by email at aloha@cocomoonhawaii.com, through a chat message on our website, or text or call us at 1-888-291-3971with the following information:

- The Order Number

- Updated Shipping Address

We will be happy to update your shipping address for you.

Please note that our company and our warehouse do the very best we can to get your order out quickly. If you’re order has already been processed, we will not be able to make any edits to your order.

If you need your order to arrive sooner than the provided shipping time at checkout, please contact us by email at aloha@cocomoonhawaii.com, through a chat message on our website, or text or call us at 1-888-291-3971.

Here at Coco Moon, we love sharing Aloha worldwide.

- Shipping costs vary by country and order weight. This amount is calculated at checkout. 

If you have any further questions or concerns about international shipping, please contact us by email at aloha@cocomoonhawaii.com, through a chat message on our website, or text or call us at 1-888-291-3971.

Order Issues

If you would like to edit your order, please contact us by email at aloha@cocomoonhawaii.com, through a chat message on our website, or text or call us at 1-888-291-3971. with:

- The order number

- Edit you would like made

If a refund is in order, we will process the edit on your order and refund you the overpaid balance. If there is an unpaid balance after making the edit to your order, we will send you an invoice with the cost of the remaining balance. Once the balance is paid we will ship your order right away.

Please note that our company and our warehouse do the very best we can to get your order out quickly. If you’re order has already been packaged, we will not be able to make any edits to your order.

We want to sort out any issues with damaged items right away. As soon as you discover a fault, please contact us us by email at aloha@cocomoonhawaii.com, through a chat message on our website, or text or call us at 1-888-291-3971with: 

- The order number 

- The defective item's name 

- A description AND photo of the fault 

Defective or damaged items may be exchanged for the same item.

In the event that you receive the wrong item or do not receive the item/items from your order at all, please contact us by email at aloha@cocomoonhawaii.com, through a chat message on our website, or text or call us at 1-888-291-3971with:

- The order number

- Incorrect item name/missing item name

As soon as we receive this information we will ensure the correct or missing item is sent out to you as soon as possible. If you receive an incorrect item, we will send a return shipping label along with the correct item. We ask that you place the incorrect item in the same packaging you received the new item in, affix the shipping label to the outside of the package, and return it back to us.

Please refer to the tracking number you were emailed with your shipping confirmation email to get the latest information on the whereabouts of your package.

- If your package is showing delivered, but you never received the package, please contact USPS or whichever mail carrier your tracking number is with and quote your tracking number to them.

- If you have contacted your mail carrier as listed above and still require assistance, please contact us by email at aloha@cocomoonhawaii.com, through a chat message on our website, or text or call us at 1-888-291-3971.

Once an item has left our possession and is with the nominated mail carrier the only information we have is the provided tracking number. We cannot be held responsible for loss, theft or damages once an item has left our possession and is with the nominated mail carrier. We understand the frustration and annoyance that comes with missing packages and we are happy to assist you throughout the process of locating your package. 

Returns and Exchanges

To request / process a return for an item purchased on cocomoonhawaii.com:

- Email aloha@cocomoonhawaii.com or submit a chat message through our website with your order number, contact name and list which items you are returning.

- We accept returns (excluding gift cards) in new, unused condition with tags and original packaging within 30 days of delivery.

- If you received your item as a gift, please provide a receipt or proof of purchase and we will send additional return instructions. 

-The original shipping on an order is non-refundable and we do not offer free-shipping on returns. 

- Once the return is received it may take up to 30 days for the refund to process on our end. If your refund has not posted in your account within that time, please contact your bank.

- International sales are final and no returns will be accepted.

- Only regular priced items may be returned. Unfortunately, sale items cannot be returned.

Please note that we can only accept returns for purchases made through our website. If you made a purchase through another shop or website, the return must be processed through them. 

Once a return is initiated, the item/s being returned must be postmarked no later than 14 business days after initiation. Any inquiries that fall outside of this timeline will be canceled and the items will no longer be eligible for return.

We reserve the right to refuse any returned item that does not meet our refund policy or deny refund for any item not within the stated guidelines.

To request / process an exchange for an item purchased on cocomoonhawaii.com:

- Email aloha@cocomoonhawaii.com or submit a chat message on our website with your order number, contact name and list which items you are exchanging.

- We accept exchanges (excluding gift cards) in new, unused condition with tags and original packaging within 30 days of delivery.

- The exchange will be issued in the form of an e-gift card so that you may place a new order for the replacement item/s.

- The original shipping on an order is non-refundable and we do not offer free-shipping on exchanges.

- Once the exchange is received we will send an e-giftcard to your email address for the cost of the item/s you returned in the exchange.

- International sales are final and no exchanges will be accepted.

- Only regular priced items may be exchanged. Unfortunately, sale items are not eligible for an exchange.

Once an exchange is initiated, the item/s being returned must be postmarked no later than 14 business days after initiation. Any inquiries that fall outside of this timeline will be canceled and the items will no longer be eligible for exchange.

We reserve the right to refuse any returned item that does not meet our refund policy or deny refund for any item not within the stated guidelines.

All international orders, sale items, and purchases made during Black Friday week are final sale.

We can only accept returns and exchanges for purchases made through cocomoonhawaii.com. If you made a purchase through another shop or website, the exchange must be processed through that shop/website. 

Wholesale

Interested in carrying Coco Moon and becoming a part of our 'ohana? 

We've partnered with Faire to enable to you order our products online! In addition to easy ordering, when you open your account with Faire, you benefit from: 

1. Net 60 day terms

2. $100 credit *for a limited time only

3. Free shipping for one year! 

Just click here to open up your account with Faire!

Have a specific question or prefer to order via email? Please send us a message and we'd love to chat with you: aloha@cocomoonhawaii.com.

Gifts

All orders are automatically sent with a gift receipt. Pricing is always omitted. A gift message may be entered during checkout.

Buy Now, Pay Later

When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.

The installments option on Shop Pay is available on debit and credit cards.

No, there are no late fees if you miss a scheduled payment.

If we process a refund, the refunded amount will be returned to your original payment method within 3-10 business days, and your balance will be updated.

If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.

If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3-10 business days.

For questions about installment payments on Shop Pay, visit shop.affirm.com/help. For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.

Care Instructions

Specific care instructions can be found on the tag of the blanket/garment, but here are some overall helpful tips to keep you Coco Moon goodies in tip-top shape!

1. Always wash on cold. A delicate or gentle cycle is best!

2. Use a mild detergent to reduce unnecessary residue, and go ahead and skip the softener and bleach. We know things can get messy, so reach for your favorite stain remover when needed!

3. To prevent pilling and/or snagging, separate from other clothing and materials, including towels and hardware like zippers, or velcro. Washing with like fabrics is best!

4. We also recommend washing your Coco Moon clothing items inside out to preserve the print.

Misc. Questions

We want to ensure your shopping experience with Coco Moon is top notch, so we have a few different contact methods to meet your preferences and needs. You can email us at aloha@cocomoonhawaii.com, send us a chat through our website, or text or call us at 1-888-291-3971,and a member of our customer support team will respond and assist you as soon as possible! Our office hours are 9am-5pm HST Monday through Friday. Please feel free to leave us a message when outside of those hours and we will get back to you asap!

Click Here for step-by-step instructions on how we swaddle in our 'ohana!

Click Here to see a list of current retailers who carry our products. Please note that we cannot guarantee our retailers will have the exact product you are looking to purchase.

Curbside pick up is now an option on our website! Just choose local pick-up during checkout and you will receive an email with instructions regarding your pick-up order. If you have any questions about your order please email us at aloha@cocomoonhawaii.com or text or call us at 1-888-291-3971.

Frequently Asked Product Questions

Our throw blankets are size 62" x 47" and have 4 layers of fabric while our quilts are size 47" x 47" and have 8 layers of fabric. We like to think of our throw blankets as a grown-up version of our super-soft swaddles and our quilts as the perfect blanket for light warmth on chilly nights and extra softness for tummy time or cuddling.

Our items are designed in Hawaii and ethically crafted in China. We have been working with the same, amazing manufacturer for over six years who has integrated social, economic, and environmental concerns into their business practice. They undergo a regular, third party audit to review their standards and practices. Additionally, our factory holds an OEKO-TEX Standard 100 certification verifying that no harmful substances are used during any stage of the production of our products. If there are any other questions or concerns we can address regarding our products, please don't hesitate to reach out to us.

Never! We only use natural dyes and no chemicals in the finishing of our line. All product components have been tested in a third party label to ensure compliance with all CPSC regulations. 

Due to the nature of our designs, no product will have the exact same color pattern. The pattern shown in the images may differ from the color pattern on the product you will receive.

You can view our size chart here.

Route Package Protection

Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect is automatically added during checkout, but you can choose to opt out during checkout if you prefer.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route Protect and looking to file a shipping issue online? File here

If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

Marked As Delivered (Stolen)

Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered Please note, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur

Stuck In Transit (Lost)

For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order dateFor international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

Claims for damaged itemsrequirephotos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout. 

If your order has not arrived, please file a claim with Route here. 

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.

If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

Route’s terms and conditions are listed here:https://route.com/terms-and-conditions/

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

Brand Ambassador FAQs

A Coco Moon Ambassador is someone who loves Coco Moon and wants to share it with their family, friends, and followers! As a Coco Moon Ambassador, you receive a unique discount code for 15% off to share, and you’ll receive a 10% commission on each order placed with your discount code. Click the link here to learn more: https://cocomoonhawaii.com/pages/brand-ambassador-landing-page

You must apply to be a Brand Ambassador through a program called UpPromote. You can find the link to the application here: https://af.uppromote.com/cocomoon/register?p=63125

You will receive an email from Coco Moon within two weeks of your application that will reveal whether you were accepted or denied into the program. 

You may NOT share your discount code on mass discount sites. We really cherish the brand that we have worked hard to build and spamming discount codes negatively affects our brand. We only want to work with Ambassadors that feel the same way!