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F.A.Q.

FREQUENTLY ASKED QUESTIONS

Our customer service team is available Monday - Friday from 9 AM - 5 PM (EST) and Saturdays from 9 AM - 1 PM (EST). We are closed for all national holidays (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas Day).

Please email us for the fast response times.

We attempt to respond to all customer service inquiries within 1 business day.

CONTACT INFO:

cocoateeinfo@gmail.com
(347) 474-6882

168 Lenox Ave
New York NY 10026
United States

Customer Service Hours:
Monday - Friday: 9 AM - 5 PM
Saturday: 9 AM - 1 PM
Sunday: Closed

ORDERING:

Ordering is simple, just select the model, color and size you want and place it into your cart. Then click the cart icon in the top right corner to begin the checkout process.

Payments for orders can be made through PayPal or using your Visa, Amex or Mastercard. All payments are made securely and we will never see or have access to your sensitive personal transation information. Payment options are provided at the time of checkout.

Also with PayPal you can also pay using your Visa, MasterCard, AMEX, Discovery and cheques.

Where is my confirmation email?

If you haven’t received your order confirmation email please check your junk/spam folder. You can also email us to confirm your order providing the correct name and/or email address for your order.

Can I cancel my order?

To facilitate fast processing and dispatch, Cocoa Tee provides a 30 minute window to cancel your order from the time of placing it. For the fastest response to cancel your order please email us. If it is beyond the 30 minute window email us anyway and we will try our best to cancel your order.

Which forms of payment do you accept?

Payments for orders can be made through PayPal or using your Visa, Amex or Mastercard. All payments are made securely and we will never see or have access to your sensitive personal transation information. Payment options are provided at the time of checkout.

Also with PayPal you can also pay using your Visa, MasterCard, AMEX, Discovery and cheques.

What happens if there is an issue with my order?

If there are any issues with your order regarding availability or missing information our customer service team will contact you within 1 business day. We will attempt to contact you one more time after this and if we do not get a  response within 3 business days your order will be cancelled.

What brand apparel do you use?

We use Alstyle and Gildan brands for most of our apparel.

Do you have a sizing chart?

Please find sizing info here.


SHIPPING & DELIVERY:

How much is shipping?

Shipping and handling depends on if you choose rush processing or standard processing, and also which country you are located in. Shipping and handling will be displayed separately at the time of checkout. For t-shirts (hoodies and sweatshirts don't apply) shipped to the same address the shipping amount is $4.95 for the entire order. Rush processing is an additional $2.00 for each item.

All prices are in USD unless otherwise stated.

United States:
Rush processing - $6.95
Standard processing - $4.95

Canada:
Rush processing - $8.95
Standard processing - $6.95

International:
Rush processing - not available
Standard processing - $9.50

How long will it take for my order to be delivered?

Delivery time depends on order processing time and location. See below for estimates:

United States:
Rush processing - 2 to 4 business days
Standard processing - 3 to 6 business days

Canada:
Rush processing - 1 to 5 business days
Standard processing - 2 to 6 business days

International*:
Rush processing - not available
Standard processing - 7 to 15 business days

*Please note with international deliveries times may vary depending on customs and the local postal system.

Who do you use to deliver?

We use USPS for United States orders, Canada Post for Canadian orders and USPS up until port of export for international orders.

Can I track my order?

All orders will have tracking information. If you do not receive a tracking email please check your junk/spam folder or contact us. All orders are tracked until the point of delivery with the exception of international orders which are tracked until it leave the U.S.

Can I check my order status?

Yes you can by clicking the link on your confirmation email. Alternatively you can contact our customer service team and we will provide an update on your order.


RETURNS:

Do you accept returns or exchanges?

Due to the nature of our business we do not accept returns or exchanges for change of mind or choosing the wrong size or model.

Please find sizing info here.

What if my order has a mistake or defect?

If you receive the wrong item or an item with a defect please contact us immediately. Defects or mistakes not reported within 10 business days will not be honored. If the mistake is our fault you will have the choice of receiving another item or returning the order to us for a full refund.

My order is missing what should I do?

If your order is missing, not deliverable or showing it is stuck in the postal system, please contact us as soon as you’ve noticed. We will contact the courier and attempt to get your order out to you. In most situations this resolves the problem but if it doesn’t we will gladly re-send your order or offer a full refund.


PROMOTIONS & OFFERS:

Why isn’t my promo code working?

Please note that promotions and offers are subject to changes and termination at any time. Please check the details of the promo code you’re using to make sure your carted items meet the requirements. Somes times there is a threshold before a promotion is activated so the total amount required for the offer is the carted amount and does not include shipping. Current promotions and offers are not applicable to previous purchases. Offers for free shipping do not include the entire shipping cost of hoodies, international shipping or fast-track shipping (the amount for the free standard shipping ($4.95) will be discounted off the cost of these items).