Shipping policy

Order Processing Time

  • It is the time elapsed between when the customer places the order and when the seller hands the order over to the delivery service.
  • Generally, orders are shipped within 3-10 working days of order confirmation/payment. Orders made on the weekends might experience delay.
  • Our warehouse only operates on Monday – Friday during standard business hours, except on holidays. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

Shipping Cost

Can I still change my delivery info after checkout?
If you need to amend your delivery address because there is a missing house number or postcode, this will be free of charge.
If we can't change the address for you, we'll let the courier know so they can make the change before delivering your order. A fee may be applied after a successful amendment.
If the order has been delivered to the original address successfully. There is a 5% chance that the products are damaged during shipping. If this happens, please contact our customer service team immediately at support@cocinare.com

Shipping Transit Time

Total Delivery Time = Processing Time + Shipping Time (depending on your location)

Delivery Address

  • A correct and complete delivery address is essential. Currently, we only ship orders to the continental United States if you order from the USA (The states of Alaska, Hawaii, Puerto Rico, American Samoa, Guam, Northern Mariana Islands, and the Virgin Islands are excluded due to the inability of our shipping couriers).
  • Once your order has been prepared for shipment or has shipped, we are unable to change the shipping address. If a package is returned to us due to an incorrect or incomplete address provided by you (the customer), we will contact you immediately for correction, and the package will be re-shipped at an additional shipping fee. You must include a daytime telephone number for all orders.

Tracking

  • You will receive an email when your order has been shipped. A tracking number will be provided (the tracking number will be active within 24 hours). Please note: This may take longer during events or holidays.
  • Tracking information may take 48 to 72 hours to update.
  • If you cannot track your package normally, please contact us and we will resolve this issue within 48 hours.
  • You can check your shipment status by entering your order number (Contribution ID) and registered email with the order tracker on our website.

Delivery Time Exceeded

Due to pandemics, weather, or holidays, international shipping may be delayed. If your order is delayed, please contact us by email support@cocinare.com and we will promptly verify the situation with the shipping company. Thank you for your understanding and support.

Order Cancellations

  • We can cancel the order for you if you contact us in time after your purchase. If your payment is finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will give you a full refund.
  • Orders can't be canceled once the parcel is shipped out.

About Tax

In seldom cases, orders may be charged with customs fees by your local government, not our site, you will be responsible for the charges. We apologize for any inconvenience, but we have no control over the customs authorities in your country or any other. Contact your local customs office for more information about customs fees, duties, and taxes.
We do not charge sales tax.

Lost Shipments

If you believe your order has been lost by the shipping carrier, please contact us and we will work with the carrier directly on your behalf for a resolution. Customers MUST NOT be involved in the claims process with the carrier - this often leads to a mishandled claim, a claim not being paid in full, and/or a claim being denied outright. Cocinare will not be responsible for any claim result if the customer files a claim directly with the shipping carrier.
If a shipment is lost by the shipping carrier, Cocinare will provide a refund to the customer's original payment method for the approved claim amount. Domestic USPS (48 US states) shipments are considered lost after 30 days from the last tracking scan/entry. USPS shipments to US territories or international destinations are considered lost after 60 days from the last tracking scan/entry. An international shipment is not considered lost if Customs in the destination country have withheld or confiscated the shipment. FedEx or UPS orders are considered lost once the respective carrier has confirmed the loss and approved a claim in writing after a trace/investigation has been performed.

Phone: +1 (833) 655-1778

Available time (PST): 9 AM - 5 PM
(Monday to Friday)

Email: support@cocinare.com

Address: BLDG 135 CONNAUGHT RD WEST SAI WAN, UNIT 616, 6/F KAM TEEM IND, Hong Kong (Note: This address is not the return address)