FAQs

Is it OK to use Cocoa LaBear's BABY products on adult skin?
Absolutely! Using Cocoa LaBear's BABY products on adult skin is not only okay but a choice you can feel really good about.

Our primary focus is on the unique needs of infant skin. We thoughtfully formulate and handcraft our BABY skincare products to be safe for delicate infant skin, using only safe, gentle, food-grade, organic, and vegan ingredients. These ingredients are specifically chosen to nourish, soothe, moisturize, and protect newborn skin. The same benefits extend to adult skin, especially sensitive skin. Our products are also highly beneficial for children's skin of all ages.

Where is Cocoa LaBear located and where do you ship from?
We currently ship from our location in beautiful Liberty Lake, WA, nestled within the scenic Pacific Northwest region, between the cities of Spokane, WA and Coeur d'Alene, ID. 

Who are your shipping carriers and what are their rates?
You may choose to ship with UPS, USPS, or DHL Express (available for orders to Canada and Australia). The shipping rate calculated at checkout is the exact amount your chosen shipping carrier calculates and charges us to ship your packaged item(s). The shipping rate calculated is based on the weight of the package and the destination.

When the cost of goods purchased is greater than $75 and when the order's destination is within the contiguous United States, shipping is complimentary.

When you choose a subscription, shipping is complimentary on the subscription order if the order's destination is within the contiguous United States. Shipping is additional for your order if it includes One Time Purchase goods, unless the total cost of One Time Purchase goods is greater than $75 and your order's destination is within the contiguous United States, in which case shipping is complimentary.

Do you ship orders to Alaska and Hawaii?
When daytime temperatures are warm (over 70℉), we ship orders to Alaska and Hawaii on Mondays only. Otherwise, we ship orders to Alaska and Hawaii Monday through Thursday.

Do you ship to PO Boxes?
We do not ship to PO Boxes. We ship to physical mailing addresses.

Do you ship orders internationally?
We ship orders to physical locations within the United States, Canada, and Australia.

What is your processing time for each order placed?
Orders placed before 5 pm PST will be processed within 2 business days after order confirmation.

How do I change or cancel my order?
We make every effort to process your order quickly. After your order is confirmed and payment is accepted, there is typically a small window of time during which your order can be changed or cancelled. Please email us at care@cocoalabear.com immediately with the subject line: Urgent Order Edit. We will work to accommodate your request. 

Can I order emollients in the summer?
Our emollient balms, bars, and butters are made to melt on contact with warm skin. They are sensitive to heat and will begin to liquefy when exposed to direct sunlight and/or temperatures consistently above 90℉. During warm weather, to help ensure your emollients reach you in the same freshly handcrafted state as intended, we follow specific guidelines to best safeguard your shipment against unnecessary delays or inclement weather conditions. On your end, please consider making arrangements for someone to be available to accept delivery of your package and transport it to a cool environment immediately.

What specific guidelines does Cocoa LaBear follow to best safeguard each shipment during warm weather? 
When average daytime temperatures are warm (over 70℉), we prefer to ship in a way that ensures your emollients and soaps avoid weekends in locations without temperature control. This generally means we prefer to ship Mondays and Tuesdays. Depending on your location, we may ship your order on Wednesday.

When average daytime temperatures are warm (over 70℉), orders received before Monday 5 pm PST will ship by that week's Wednesday if your location allows; otherwise, it will ship the following Monday. Orders received after Monday 5 pm PST through Wednesday 5 pm PST will ship the following Monday. Orders received Thursday through Friday 5 pm PST will ship the following Tuesday. Orders received over the weekend will ship the following Wednesday.

When average daytime temperatures are warm (over 70℉), each shipping parcel includes a coolant and additional packaging to help maintain an optimal temperature range for your emollients.

What can be done if melting occurs?
If your emollient melts during transit, you may place it in the refrigerator for 15 minutes. You may also set the emollient aside in a cool room to slowly solidify. Melting from exposure to warm temperatures effects the aesthetics of the emollient. This type of melting will not effect the quality or efficacy of the emollient as a moisturizer. 

When do you ship during cool weather?
When average daytime temperatures are cool (69℉ and less), we are able to ship Monday through Thursday. Please keep in mind our processing time of 2 business days after placement and confirmation of your order.

When average daytime temperatures are cool (69℉ and less), orders received before Monday 5 pm PST will ship by that week's Wednesday. Orders received between Monday 5 pm PST and Tuesday 5 pm PST will ship by that week's Thursday. Orders received between Tuesday 5 pm PST and Thursday 5 pm PST will ship the following Monday. Orders received between Thursday 5 pm PST and Friday 5 pm PST will ship the following Tuesday. Orders received after Friday 5 pm PST and over the weekend will ship the following Wednesday.

Occasionally, shipping carriers make a mistake. Should your package get derailed, delayed, damaged, or lost, please immediately contact the shipping carrier and file a claim with them. Once your package leaves our hands, it is in the care of the shipping carrier. Please connect with us in the event of a shipping issue. We are always happy to work with you.

You are so appreciated!
Your endeavor to feel good about how you care for your baby's sensitive skin is meaningful. Thank you for having the courage to care deeply.

When you want to share feedback, have a request, experience issues, or just generally wish to connect, we are here. Please contact us at care@cocoalabear.com or call/text us at (509) 255-3040.