Shipping Policy

I JUST PLACED AN ORDER, WHEN WILL IT SHIP? 


Please allow 1 to 2 business days of processing and production time for your order to ship out. 

HOW LONG IS THE SHIPPING TIME?

AUS orders will be shipped depending on the fulfillment centre the product is shipped from.

  • Average transit times (from Sydney, NSW): 2 - 5 business days (original Cocoon Fan, Dual Cocoon Fan, Mini Cocoon Fan, Magnetic Stove Thermometer, Wood Moisture Meter, Chimney Cleaning Kit and Maintenance Kits). Other products in your order may take up to 7-9 business days depending on where they're stocked.
  • There are some circumstances beyond our control (strikes, natural disasters, holidays, weather, etc.) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery time is the responsibility of the shipping company.

TRACKING INFO

Visit https://www.17track.net/en and enter your tracking number.

WILL I RECEIVE A TRACKING NUMBER?


We provide tracking information for every order. Tracking will be available once your product is shipped. Each individual product may be shipped from different fulfilment centres across the globe as our product research team spends the time to source for quality yet affordable products. When you receive your tracking number, you can track your order on our tracking page. 

If you did not receive your tracking number when you received the shipping confirmation email, please let us now! 

CAN I CANCEL MY ORDER?


To cancel your order, kindly email support@wintercocoon.com with the subject line 'CANCEL' as soon as possible. We strive to ship orders promptly. If your order has already been shipped, you'll need to return it to us at your own cost.

I HAVE ENTERED AN INCORRECT ADDRESS!


To correct a misspelled or auto-filled address, reply to your order confirmation email with the correct information. Kindly notify us immediately at support@wintercocoon.com. We can make the correction if your order has not yet been shipped.

After the product has been shipped, we will not be responsible and will not be able to proceed to a refund if you submitted a wrong address.

We are not responsible for misspelled addresses and names. If the packet is returned to our depot, the customer will be charged to resend the parcel.

We ask all our customers to double-check their personal information, once the parcel is shipped, we are not able to cancel any orders. Be aware of that.

MY ITEM ARRIVED DAMAGED 


We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment. If this happens to you, please contact us the date of delivery with:     

  • Your order number.     
  • Pictures or a video of the damaged product.

Once received, we’ll be happy to send out another free of charge.

DUTIES/VAT

Depending upon your country, being required to pay duties and/or VAT on your order is certainly possible. It is not possible for us to estimate any duties/taxes in advance, or to charge you for this amount. If a Duty or VAT is owed to your country’s customs department, the customs department will notify you when the package arrives in your country. The customer is liable to pay this Duty or VAT. 

No duties or VAT are owed for orders being delivered within the USA.

I HAVE A QUESTION THAT WASN’T ANSWERED, CAN YOU PLEASE HELP?

If we still haven’t managed to answer your question, please feel free to contact us and we will do our best to reply within 24 hours.