Shipping and Returns

Canadian Orders

• ❄ Winter Shipping Notice: November 1 through March 31, a $5 Winter Protection Fee applies to all orders shipped to Manitoba, Saskatchewan, Alberta and British Columbia. This helps us take additional precautions when shipping our freeze-sensitive products during the colder months. The fee applies even when your order qualifies for free shipping.
• Free shipping on orders $100 or more within Canada. A $5 Winter Protection Fee applies to qualifying Western Canadian shipments from November 1 through March 31.
• Flat-rate shipping of $12 on orders under $100.
• Free local pickup is available at our Kitchener HQ.
• Orders ship within 1–3 business days (Monday to Thursday).
• Orders local to Kitchener, Waterloo, Cambridge, and Guelph generally ship within 1 business day.
• Delivery usually takes 2–6 business days after shipment.
• Orders are shipped via UPS or Canada Post. Local orders may be delivered by Crown Courier.
• PO Box orders are shipped via Canada Post. Please include a phone number with PO Box addresses.
• Electronic gift cards do not count toward the Canadian free-shipping threshold.

U.S. Orders

• Shipping fees are calculated at checkout based on your order using FedEx International Connect Plus rates.
• The shipping fee includes all applicable U.S. brokerage fees.
• Products currently available for shipment to the U.S. have been confirmed as duty-free. Shipping charges are calculated at checkout using FedEx International Connect Plus. Duties and import taxes are not collected at checkout.
• Delivery usually takes 5–9 business days after shipment.
• U.S. orders are shipped via FedEx International Connect Plus.

Order Processing & Tracking

• Orders ship within 1–3 business days (Monday to Thursday).
• You’ll receive an order confirmation email, followed by a tracking email when your order ships.
• Choosing Local Pickup? We’ll email you when your order is ready for pickup at our Kitchener HQ.

Winter Shipping: From November 1 through March 31, a $5 Winter Protection Fee applies to all orders shipped to Manitoba, Saskatchewan, Alberta and British Columbia, including orders that qualify for free shipping. This fee helps us take additional precautions when shipping our freeze-sensitive products during the winter months, which may include heat packs, protective packaging and upgraded shipping services when necessary.

Seasonal carrier delays may occur, particularly during periods of severe winter weather and peak shipping periods.

Delivery

Estimated delivery times are:

• Kitchener, Waterloo, Cambridge, and Guelph: Orders generally ship within 1 business day.
• Canada: 2–6 business days after shipment.
• United States: 5–9 business days after shipment.

Delivery times are estimates and may vary depending on the destination and carrier.

Carriers & PO Boxes

• Canadian orders ship via Crown Courier, UPS, FedEx or Canada Post.
• U.S. orders ship via FedEx International Connect Plus.
• PO Boxes ship via Canada Post. Please include a phone number with PO Box addresses.
• If delivery cannot be completed, the carrier may redirect the parcel to a secure location or post office.
• Unclaimed parcels returned to us may be resent for a $12 shipping fee.

International Shipping

At this time, we only ship within Canada and the United States.

Damaged or Missing Items

If your order arrives damaged or something is missing:

1. Take a photo of the parcel and affected items. Please use care when handling broken glass.
2. Email hello@cocoonapothecary.com with your order number and photos.
3. We’ll review the issue and work with you to resolve it.

Returns & Refunds

Canadian Orders

You may return any item purchased within Canada within 30 days of purchase for a full refund.

Return shipping costs are the responsibility of the customer unless the return is due to an error on our part, such as a missing or defective product.

To initiate a return, please email hello@cocoonapothecary.com before mailing any products. Returns sent without prior authorization may not be eligible for reimbursement or store credit.

Please include:

• Your order number
• The item(s) you would like to return
• The reason for the return

Once your return has been received and processed by Cocoon Apothecary, we will inspect the condition of the item(s). If the condition of the item(s) matches the description provided to our Customer Service team, we will initiate a refund to your original payment method or provide store credit via email.

You can expect to receive your refund within one week of us receiving the return.

U.S. Orders

Due to the costs and logistics associated with international returns, we are unable to accept returns or provide refunds for orders shipped to the United States.

If you experience an issue with a U.S. order, such as receiving a missing, damaged, defective, or incorrect product, please contact hello@cocoonapothecary.com and we will be happy to assist you.

Order Changes & Cancellations

Orders may be cancelled or modified before they are shipped. Once an order has shipped, it cannot be cancelled or modified.

If you need to make a change to your order, please contact us as soon as possible at hello@cocoonapothecary.com.

Fraud Prevention

If an order appears suspicious, we may place it on hold and contact you for additional information. If we do not hear back within 2 business days, the order may be cancelled.

Contact Us

Questions or concerns? We’re here to help:
📧 hello@cocoonapothecary.com
📞 (800) 920-0754
📍 72 St. Leger St. Unit 2B, Kitchener, ON
🕘 Mon–Fri 9–5 | Sat 10–4