Shipping, Returns, and Refund Policy
At Coco Active Nutrition, we want your shopping experience to be clear, reliable, and easy to understand. This policy explains how shipping, delivery, returns, refunds, and membership cancellations are handled.
1. Shipping Methods and Costs
Shipping options and costs are displayed during checkout before you complete your purchase. The final shipping cost may vary depending on your location, order details, selected shipping method, and available carrier rates.
Customers with eligible membership plans may receive free standard shipping within the United States as part of their membership benefits.
Any available free shipping benefit, shipping discount, or promotional shipping offer will be shown during checkout when applicable.
2. Order Processing
Orders are processed on business days only, Monday through Friday, excluding observed U.S. holidays.
Processing times may vary depending on order volume, product availability, holidays, carrier schedules, or other operational factors.
Once your order has been processed and shipped, tracking information will be provided when available.
3. Multiple Packages
Orders containing multiple items may be shipped in separate packages depending on product availability, packaging requirements, weight, or carrier limitations.
If your order is shipped in multiple packages, separate tracking information may be provided for each shipment.
4. Delivery Times and Carrier Delays
Estimated delivery times are provided for convenience only and are not guaranteed.
Coco Active Nutrition is not responsible for delays caused by shipping carriers, weather conditions, holidays, incorrect addresses, customs or regulatory issues, labor disruptions, high seasonal volume, or other events outside our control.
If your package appears delayed, please use the tracking information provided by the carrier first. If additional help is needed, you may contact us through the support section of our website.
5. Lost, Stolen, or Damaged Packages
If your package is lost, stolen, or damaged during transit, please contact us as soon as possible with your order number and tracking number.
We may work with the shipping carrier to investigate the issue and determine an appropriate resolution. Depending on the situation, this may include a replacement, refund, store credit, or other resolution at our discretion.
Customers may be required to cooperate with the carrier investigation process, provide photos of damage, confirm delivery details, or submit additional information when necessary.
6. Delivery Insurance
Shipments may include delivery insurance or carrier protection when available. If a shipment is confirmed lost or damaged during transit, we may file a claim with the carrier or shipping insurance provider.
Refunds or replacements related to lost or damaged shipments may depend on the outcome of the carrier or insurance claim.
7. Address Accuracy
Customers are responsible for providing accurate and complete shipping information at checkout.
Coco Active Nutrition is not responsible for orders delivered to an incorrect or incomplete address provided by the customer.
If you notice an error in your shipping address, please contact us as soon as possible. We cannot guarantee that address changes can be made after an order has been processed or shipped.
8. Returns
We want you to feel confident when shopping with Coco Active Nutrition. Eligible physical products may be returned within 30 days of the purchase date, subject to the conditions below.
Return Conditions
- The product must be unopened, unused, sealed, and in its original packaging.
- Proof of purchase may be required.
- Return requests must be submitted within 30 days of the purchase date.
- Opened or used products are not eligible for return unless there is a verified quality issue.
Return shipping costs may be the responsibility of the customer unless the return is due to a verified error, damaged item, defective product, or other issue caused by Coco Active Nutrition.
9. Quality Issues
If you believe a product has a quality issue, defect, or was damaged before use, please contact us through the support section of our website.
We may request photos, product lot information, packaging details, order information, or other supporting documentation to review the issue.
After review, we may offer a replacement, refund, store credit, or another appropriate resolution at our discretion.
10. Refunds
Approved refunds will generally be issued to the original payment method used at checkout.
Refund processing times may vary depending on your bank, card issuer, or payment provider.
Shipping fees, handling fees, and other non-product charges may be non-refundable unless required by law or unless the refund is due to an error by Coco Active Nutrition.
11. Membership Refunds and Cancellations
Membership fees and subscription payments are generally non-refundable unless otherwise required by law.
If your membership includes a free trial, you may cancel before the trial period ends to avoid being charged. Once a paid membership period begins, fees for that billing period are generally non-refundable.
You may cancel your membership before the next billing cycle to avoid future charges. Canceling a membership does not automatically refund previous charges.
12. Non-Returnable Items
Certain items may not be eligible for return, including:
- Opened or used products
- Digital products or services
- Memberships or subscription fees
- AI-generated plans, recommendations, recipes, or digital content
- Gift cards, promotional items, or final sale items, when applicable
13. Contact Us
If you have questions about shipping, delivery, returns, refunds, or membership cancellations, please contact us through the support section of our website.
- Email: support@cocoactivenutrition.com
- Website: https://www.cocoactivenutrition.com/support/