FAQ
Welcome to the Cocoa Playa FAQ. Below you'll find answers to the most common questions about shipping, returns, exchanges, refunds, orders, payments, and customer support.
Shipping & Delivery
1. Where does Cocoa Playa ship?
Cocoa Playa currently ships within the United States only. International shipping is not available at this time.
2. How much does shipping cost?
We offer Free Standard Shipping on all eligible orders shipped within the United States.
3. How long does order processing take?
Orders are typically processed within 1–3 business days after purchase. Processing excludes weekends and public holidays.
4. How long does delivery take?
After your order has been processed and shipped, standard transit typically takes 4–7 business days, depending on your location and the shipping carrier.
5. What is the total estimated delivery time?
The total estimated delivery time is 5–10 business days from the date your order is placed.
6. Is there an order cut-off time?
Yes. Our daily order cut-off time is 3:00 PM Eastern Time (GMT-05:00).
Orders placed before 3:00 PM ET will generally begin processing on the same business day. Orders placed after the cut-off will generally begin processing on the following business day.
7. Will I receive tracking information?
Yes. Once your order has shipped, you'll receive a shipping confirmation email containing your tracking number.
Please allow up to 48 hours for tracking information to appear in the carrier's system.
8. Can delivery times vary?
Yes. Delivery estimates may vary due to severe weather, carrier delays, holidays, high shipping volumes, or other circumstances beyond our control.
9. What if I entered the wrong shipping address?
Please review your shipping information carefully before placing your order.
If you notice an incorrect address, contact us as soon as possible—preferably before the 3:00 PM ET daily cut-off. Once an order has been shipped, we may not be able to change or redirect the delivery.
Customers are responsible for providing accurate shipping information.
Returns & Exchanges
10. What is your return window?
Eligible products may be returned within 30 days of delivery.
11. What products are eligible for return?
We accept returns for defective and non-defective products, provided the item:
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Is new and unused
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Is returned within 30 days of delivery
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Is in its original condition
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Includes original accessories and components where applicable
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Meets the requirements of our Refund & Return Policy
12. Are any products not eligible for return?
A return may not be accepted if the product:
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Has been used or worn
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Has been modified or altered
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Has been damaged through misuse or improper care
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Is missing original components or accessories
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Is returned after the 30-day return period
13. How do I start a return?
To request a return:
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Contact us with your order number.
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Tell us the reason for your return or exchange.
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Wait for return approval and instructions.
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Carefully package the item.
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Mail the product using the provided return instructions.
Please contact us before sending any return.
14. Do you charge return shipping fees?
For eligible approved returns, a return shipping label may be provided. Cocoa Playa does not charge a restocking fee.
15. Are there restocking fees?
No. We do not charge any restocking fee for eligible returned products.
16. Do you offer exchanges?
Yes. Exchanges are available for eligible products within the 30-day return period.
Please contact us before mailing your item so we can provide the correct exchange instructions.
17. When will I receive my refund?
After an approved return has been received and inspected, refunds are typically processed within 7 business days.
Refunds are issued to the original payment method. Processing times may vary depending on your bank or payment provider.
18. What should I do if my item arrives damaged, defective, or incorrect?
Please contact us as soon as possible and provide:
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Your order number
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Photos of the product
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Photos of the original packaging
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A photo of the shipping label
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A brief description of the issue
We'll review your request and arrange a replacement, exchange, or refund when eligible.
Orders & Cancellations
19. Can I cancel my order?
Yes. If you need to cancel an order, please contact us as soon as possible—preferably before the 3:00 PM ET order cut-off on the day your order is placed.
Once an order has entered processing or has been shipped, cancellation may no longer be possible.
20. What happens after I place an order?
After your payment is successfully authorized, you'll receive an order confirmation email.
Your order will then enter our 1–3 business day processing period. Once shipped, you'll receive tracking information by email.
Payments
21. What payment methods do you accept?
We accept the following payment methods:
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American Express
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Apple Pay
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Diners Club
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Discover
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Mastercard
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PayPal
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Shop Pay
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Visa
Available payment methods may vary during checkout.
22. Is my payment information secure?
Yes. Payments are processed through secure payment providers using industry-standard security measures, including SSL encryption.
Cocoa Playa does not intentionally store complete credit card information on its own servers.
23. When am I charged for my order?
Your payment is processed when you place your order and payment authorization is successfully completed.
24. What currency do you use?
All product prices and payments are processed in United States Dollars (USD $).
25. Are taxes included in product prices?
Applicable taxes, when required, are calculated and displayed during checkout based on your shipping destination and applicable laws.
26. What happens if my payment fails?
If payment authorization is unsuccessful, your order cannot be completed.
You may try another accepted payment method or contact your payment provider for assistance.
Contact Us
27. How can I contact Cocoa Playa?
For questions about products, orders, shipping, returns, refunds, exchanges, or payments, please contact us.
Store Name: Cocoa Playa
Address: 401 Biscayne Blvd, Miami, FL 33132, United States
Phone: +1 786-287-9971
Email: info@cocoaplaya.com
Opening Hours:
Monday–Thursday: 10:00 AM – 10:00 PM
Friday & Saturday: 10:00 AM – 11:00 PM
Sunday: 11:00 AM – 9:00 PM
Time Zone: (GMT-05:00) Eastern Time (US & Canada)