Scope of Policy

This policy applies exclusively to physical materials (e.g., fabric swatch kits, printed mood boards, sample tiles, and decor prototypes) shipped by Cocoa Ornament LLC. Digital design deliverables (e.g., 3D renderings, PDF plans) are excluded—these are delivered directly via email.

Processing & Delivery Timelines

  • Order Processing: Physical materials are prepared for shipment within 1–3 business days (Monday–Friday, excluding U.S. federal holidays).
  • Standard Delivery: 3–7 business days via USPS Priority Mail (applicable to all U.S. addresses, including Alaska, Hawaii, and Puerto Rico).
  • Expedited Delivery: 2–3 business days via USPS Express Mail (available as an add-on at checkout for a flat fee).
  • Tracking: A shipping confirmation email with a unique tracking number is sent once your package departs our facility. You can use this number to monitor delivery status via the USPS website.

Shipping Costs

  • Orders for physical materials under $100: $9.99 flat shipping fee (standard delivery).
  • Orders for physical materials $100 or more: Free standard delivery.
  • Expedited delivery: $19.99 flat fee (applied regardless of order total).

Shipping Restrictions

  • Geographic Limits: We currently ship physical materials only to U.S. addresses. Digital design services are available worldwide.
  • Address Types: PO Boxes and APO/FPO addresses are accepted for standard delivery (expedited delivery may not be available to these addresses).
  • Prohibited Items: We do not ship fragile or perishable items that require special handling (e.g., fresh flowers, glass decor samples).

Address Changes

Once an order is processed (i.e., marked “in fulfillment”), shipping addresses cannot be modified. Please verify your address carefully at checkout to avoid delivery delays or lost packages.

Lost or Damaged Shipments

  • Lost Packages: If your package does not arrive by the estimated delivery date, contact us within 7 days of the expected delivery. We will work with USPS to trace the shipment; if confirmed lost, we will resend the materials or issue a full refund (your choice).
  • Damaged Items: Inspect packages upon delivery. If materials are damaged, email design@cocoao.pro within 5 days of receipt with: 1) your order number, 2) photos of the damaged items, and 3) photos of the shipping package. We will send replacements at no cost or process a refund.

International Shipping

International shipping for physical materials is not available at this time. For international clients interested in our design services, digital deliverables (e.g., renderings, plans) can still be provided via email.

Contact Information

For shipping-related inquiries (e.g., tracking updates, missing packages, damaged items), contact us via:
  • Email: design@cocoao.pro
  • Phone: (206) 555-1234