Delivery Information

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Domestic Canadian orders: We use Canada Post, DHL, UPS, Purolator and other carriers, for all Canadian shipments. We're using tracked shipments for all your parcels so you can follow-up on the status of your package. The courier companies remains open for business, connecting the nation and bringing your CocoSue products to you. You can follow-up on service updates and changes here. CocoSue has no control over Postal service and/or how quickly your order will be delivered once it leaves our warehouse here.

U.S & International orders: We use DHL, UPS, FedEx, Purolator and other carriers to deliver your orders across the globe. You can see and choose from a list of live calculated costs pertaining to your purchase once you check out.  Once your order is shipped from our warehouse, we provide you with tracking information so you can get updated information on your parcel. We recommend that you check with your carrier regarding updates on your delivery. By choosing to proceed with your order, you agree to these terms for your shipment. CocoSue has no control over Postal service and/or how quickly your order will be delivered once it leaves our warehouse in Toronto, Canada.

    ORDER FULFILLMENT

    We want you to receive your CocoSue order as soon as possible. Orders are fulfilled from our office in Toronto, Canada, between 1-2 business days from the time your order is processed. 

    SHIPPING // CANADIAN ORDERS

    Orders are shipped via Canada Post, DHL, UPS, FedEx, Purolator and other carriers (up to 7 working days from dispatch, depending on your level of service). Please make sure that the shipping address is correct as we’re unable to redirect orders once they have been shipped. If you have any questions about your delivery please contact us, quoting your name, order number, and full address, so we can look into it for you straight away.

    SHIPPING // INTERNATIONAL ORDERS

    International orders are shipped via various courier tracked services suited to your delivery times and costs. You will receive a tracking number when your order is dispatched. International orders can take up to 30 days, as per different courier guidelines.  You can see the live calculated rates as you check out.  Choose from the list of offered pricing and delivery times.   If your order is delayed further to the mentioned times above, please send an email to shopcocosue@gmail.com so our Customer Care team can locate your order and help get it to you as soon as possible. Unfortunately, we cannot ship international orders to PO BOXES as all packages must be signed for upon delivery. We are also unable to re-direct any orders once they have been processed. If you have any questions about your delivery please contact us, quoting your name, order number, and full address, so we can look into it for you straight away.

    CUSTOMS & IMPORT DUTIES

    The prices of the items you order do not include custom taxes and import duties; the costs of these charges vary for each country. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of charges may be necessary to release your order from customs on arrival. If you do not accept your parcel, your items will be returned back to us.  You will be liable for any additional returns and customs charges in relation to your return, the costs of these charges will be deducted from the refunds which are owed to you. 

    UNSUCCESSFUL DELIVERIES

    Once your parcel leaves our warehouse, it’s the responsibility of the Canada Post or other courier companies you have selected. If you're not home when there is an attempted delivery they will leave you a slip with details on how to obtain your parcel. As per most courier company policy, you will have a specified period from the date of attempted delivery to rearrange delivery; after this date, items will automatically be returned to us. If the item is returned to us in this way, we will need to charge you again for postage before sending the item out again. We will contact you in the first instance to discuss with you. To avoid delays in delivering your parcel, we recommend having your item shipped to your daytime address (e.g.: your work address).

    Thank You,

    CocoSue