FAQ's

 We strive to keep all of our fabulous customers happy. If you for any reason have a problem, please contact us immediately at info@cocomoonhawaii.com. We try our best to accommodate all orders and we are dedicated to providing excellent customer service.

Shipping and Delivery

All of our orders are processed within 2-3 business days and ship directly from our offices in Hawaii. We work hard to get your order to you as soon as possible! If you need your order urgently, please contact us at info@cocomoonhawaii.com and we will try to accommodate your request. 

- All domestic orders are sent via USPS. While we cannot guarantee a delivery date, shipments usually take between 2 - 5 days, depending on the shipment class and destination.

- International orders typically take 1 - 2 weeks to arrive, but we cannot guarantee a delivery date. Due to the USPS international tracking system for first class mail, we cannot track the exact progress of your order. We can see when it left the local post office and when it is delivered to you. 

While shipping classes depend on the weight of your order, which is calculated at check out, our shipping options are as follows:

- Free shipping anywhere in the US for orders over $75

- USPS First Class Mail (Available for packages under 1lb shipping anywhere in the US) - $4.95

- Flat Rate USPS Priority Mail (Anywhere in the US outside of Hawaii) - $7.99

- Flat Rate USPS Priority Mail (Hawaii Only) - $6.95

- USPS Priority Mail Express is available for all US orders and is calculated by weight at checkout. If you need overnight shipping, please contact us at info@cocomoonhawaii.comand we will send you a price quote.

- International orders ship via USPS First Class International Mail, with shipping costs varying by country and order weight. This amount is calculated at checkout.

If you have made a mistake on your shipping address, please email us at info@cocomoonhawaii.com with the following information:

- The Order Number

- Updated Shipping Address

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

USPS Priority Mail Express is available for all US orders and is calculated by weight at checkout.

If you need overnight shipping, please contact us at info@cocomoonhawaii.comand we will send you a price quote.

Here at Coco Moon, we love sharing Aloha worldwide.

- International orders ship via USPS First Class International Mail.

- 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 at info@cocomoonhawaii.com.

Order Issues

We are unable to make changes to your orders after they have been placed.  If you would like to edit your order, please contact us at info@cocomoonhawaii.com 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 a PayPal 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 at info@cocomoonhawaii.com with: 

- 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.

We'll get back to you as soon as we can and will send a replacement item and a return shipping label to return the damaged or defective 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 at info@cocomoonhawaii.com with:

- 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 email us anytime through our website or at info@cocomoonhawaii.com

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 info@cocomoonhawaii.com 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 refunded. Unfortunately, sale items cannot be refunded. 

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

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

- Email info@cocomoonhawaii.com 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 15 days of delivery.

- Items may be exchanged for a similar item of the same price or a gift card equal to the exchange item price.

- 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 you a PayPal invoice for the shipping cost of the item you are receiving in the exchange or send an e-giftcard to your email address for the cost of the item you returned in the exchange.

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

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

- Only regular priced items may be exchanged.  

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

Misc. Questions

Gift wrapping your order is an option that you can choose to purchase for $3.99 during the checkout process.

- If you purchase gift wrapping, each of the items you purchased will be placed in a box and then that box will be wrapped. The wrapped box will then be placed inside a shipping box and shipped to your destination.

- You can also choose to add a gift message to your order free of charge. Your gift message can also be added during the checkout process. 

If you have any issues purchasing the gift wrapping option or adding a gift message to your order, please contact us at info@cocomoonhawaii.com

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.

We do not offer pick up for orders. If you are looking to purchase your order in person, please visit one of our retailers. You can find a list of our retailers here. Please note that we cannot guarantee our retailers will have the exact product you are looking to purchase.

Wholesale

We love wholesale orders! It makes our hearts smile to see Coco Moon throughout the world in stores and boutiques.

If you are interested in opening a wholesale account with us, please email us at info@cocomoonhawaii.com with:

- Name of shop

- Location of shop

- Other brands you carry

- How long you have been in business

Bonus points if you also include pictures of your shop, as well as your shop's website, and instagram handle!