Shipping policy
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.
Shipping Carriers and 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 $100 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 $100 and your order's destination is within the contiguous United States, in which case shipping is complimentary.
Shipping 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.
We Do Not Ship to PO Boxes
Shipping Internationally
We ship orders to physical locations within the United States, Canada, and Australia.
Processing Time
Orders placed before 5 pm PST will be processed within 2 business days after order confirmation.
Order Cancellations
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.
Ordering Emollient Butters, Balms, and Bars During the Summer
Our emollient butters, balms, and bars are made to melt on contact with your baby's 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.
Warm Weather Shipping Guidelines
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.
If Your Emollient Melts During Transit
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 affects the aesthetics of the emollient. This type of melting will not affect the quality or efficacy of the emollient as a skin-nourishing treatment.
Cool Weather Shipping Guidelines
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.
In the Event Your Package is Delayed/Damaged/Lost
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!
When you want to share advice, 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.