FAQs

Below FAQ are some common concerns of our clients before and after purchasing their item(s), if you have other questions, please just send them to support@choopco.com or use the contact form on our contact page.

   

1 SHIPPING FAQs

     

HOW LONG DOES SHIPPING USUALLY TAKE?

Estimated Delivery Time is 5-8 working days.

* Note: The delivery time mentioned above does not include order processing time that usually varies from 1 to 3 days (excluding weekends and holidays).

 

DO I GET A TRACKING NUMBER?

As soon as your order has shipped out, you will receive a confirmation email with your tracking number.

 

HOW DO I TRACK MY PACKAGE?

To track your parcel click on this link, and enter your tracking number: CLICK HERE

 

WHY IS MY TRACKING INFORMATION ISN'T UPDATING?

1.Generally, after the sender ships your package, it will be processed by the carrier, then they scan and enter the tracking information. There might be a delay between these scanning events and tracking availability in their system. Usually, it takes 1-3 days for processing and it takes sometimes longer depending on how fast the postal services are processing shipments, therefore the tracking information may not appear online immediately, please try to track again later.

2.The carrier hasn't accepted your package yet.The carrier hasn't scanned and entered tracking information for your package yet.Your tracking number is incorrect or invalid.The item was posted a long time ago, info not available anymore.

Please contact us with your order number if there is no update after 5 business days.

 

WILL I BE RESPONSIBLE FOR ANY CUSTOMS OR DUTY FEES?

Custom fees depend on the laws of your country. Our experience is that In the majority of cases you are not required to pay any customs fees. Moreover, we send larger orders in separate packages to avoid such charges.

 

THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER. WHAT SHOULD I DO?

We really apologize that your item was not delivered to you. As much as we would like to have all the items be shipped smoothly, we really do not have control over other possible reasons/factors why an item did not arrive in one's mailbox. What we can recommend is that you can check with neighbors to see if they possibly have the package or check your local post office.

Most customers who have the same situation as you have found their item either with their neighbor or at the local post office. All domestic delivery issues become the responsibility of the local postal service once it’s been shipped. You may contact them directly.

Please make sure that you have entered your correct and complete shipping details when you ordered. We will NOT be held responsible for packages that are sent to the wrong address that the buyer has entered.

 

UPON TRACKING MY PACKAGE, IT SAYS "DELIVERY FAILED". WHAT SHOULD I DO?

Item was attempted for delivery but failed, this may due to several reasons. Please contact the carrier for clarification. Please be informed that we will NOT be held responsible for packages that have failed to deliver due to:

Item refused by the addresseeIncorrect / Illegible / Incomplete addressExpired Retention Period - in some countries, receivers are advised to claim their packages in the local post office. If left unclaimed, the parcel will be sent back to our warehouse.Addressee Absence - Addressee not available at the time of deliveryCustoms Policies, Rules, and Regulations

If you haven't received your package, we'd advise you to contact your local post office to arrange a re-delivery or collect your item right away. Generally, the carrier has collection deadline, we'd advise you pick up your package at once, or it might be returned to our warehouse.

If this happens, we will have to wait to see if the package gets returned back to us, then either we will resend it or give you a full refund.  

  

 

2 RETURNS, REFUND & CANCELLATION FAQs

    

HOW DO I CANCEL MY ORDER?

You’ll have the option to cancel your order directly from your confirmation email within 1 hour. Scroll down to find the “Changed Your Mind?” section. If it’s been longer than 60 minutes, email support@choopco.com and we’ll help find an alternative solution.

 

I RECEIVED A DEFECTIVE / WRONG ITEM, CAN I CHANGE IT?

If the product you received is wrong or defective, please contact us at support@choopco.com as soon as possible.

Kindly include these elements in your message:

Customer Name

Order Number

Photos of the product received

A brief explanation of the issue

* Please be advised that if one of the requested element is missing it will not be possible for us to process your request.

We will fully examine the photos and notify you via email, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect.

 

I'M MISSING AN ITEM FROM MY ORDER, WHAT DO I DO?

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If an item is missing, please contact us with your order number, the missing item's product title and photos of the package showing the shipping label.

* Please be advised that if you can not provide us with the photos of the package showing the shipping label, it will not be possible for us to process your request.

 

WHAT IS THE TIME FRAME TO REPORT A PROBLEM WITH MY ORDER?

You have 30 days from the date you receive your order to report any problem related to your order. If a claim is not submitted within the pre-required time, unfortunately, there's nothing we can do to help you.

 

 

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