Frequently Asked Questions

Do you offer free shipping?

Yes! We offer free shipping on orders over $70 within Canada and the U.S.

How long will my order take to arrive?

We ship within 2–3 business days. Delivery typically takes 2–6 business days in Canada and 5–9 business days in the U.S.

Which shipping carriers do you use?

Orders are shipped with UPS or Canada Post. PO boxes are always shipped via Canada Post.

Can I pick up my order locally?

Yes! Free local pickup is available at our Kitchener HQ. We’ll email you when your order is ready.

What’s your return policy?

You can return unopened products within 30 days for a refund. Gently used products can also be exchanged or refunded within 30 days. Accessories and perfumes are final sale.

Shipping and Returns

  • Free shipping on orders $70+ to Canadian provinces and the U.S.

  • Flat rate shipping of $10 on orders under $70

  • Free local pickup available at our Kitchener HQ

  • Orders ship within 1–3 business days

  • 1 day for orders local to Kitchener, Waterloo, Cambridge, and Guelph

  • Delivery usually takes 2–6 business days in Canada, 5–9 business days in the U.S.

  • Carriers: UPS or Canada Post (PO boxes ship via Canada Post)

  • 30-day return policy on unopened items (refund); gently used products may be exchanged or refunded

Shipping Rates

Destination / Customer Order Total Shipping Cost
Canada & U.S. $70+ Free
Canada &  U.S. Under $70 $10
Local Pickup (Kitchener HQ) — Free

Electronic gift cards do not count toward the free shipping threshold.

Order Processing & Tracking

  • Orders ship within 1–3 business days (Monday to Friday).

  • 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.

Note: Seasonal carrier delays may occur, especially during peak periods.

Estimated Delivery Times

  • Kitchener, Waterloo, Cambridge, and Guelph: same day delivery

  • Canada: 2–6 business days after shipment

  • United States: 5–9 business days after shipment

Carriers & PO Boxes

  • Orders ship via Crown Courier (local), UPS or Canada Post.

  • PO boxes ship via Canada Post. Please include a phone number with PO box addresses.

  • If delivery can’t be completed, carriers may redirect the parcel to a secure location or post office.

  • Unclaimed parcels returned to us can be resent for $10.

Customs & Duties (U.S.)

  • U.S. orders may be subject to customs inspection or duties.

  • Duties and taxes are the responsibility of the recipient.

  • Shipping refunds are not issued for customs-related delays.

International Shipping

  • At this time, we only ship within North America.

Damaged or Missing Items

If your order arrives damaged or something is missing:

  1. Take a photo of the parcel and affected items (be careful with glass).

  2. Email hello@cocoonapothecary.com with your order number and photos.

  3. We’ll take care of it right away.

Returns & Exchanges

Our 30-Day Policy

  • Unopened items: Return within 30 days for a full refund.

  • Gently used items: Return within 30 days for an exchange or refund after inspection.

  • After 30 days: All sales are final.

  • Accessories: Final sale.

  • Persephone Eau de Parfum: Final sale (no returns or exchanges).

Original shipping fees are non-refundable. Return shipping is paid by the customer. Please include a tracking number with your return.

How to Start a Return

Before sending anything back, email hello@cocoonapothecary.com with:

  • Your order number

  • The item(s) you’re returning

  • The reason for the return

We’ll reply with next steps. Once we receive and inspect your return, we’ll issue a refund or store credit and send you a confirmation email. Banks may take up to 7 business days to process the refund.

Order Changes & Fraud Prevention

  • Orders can’t be canceled or modified after shipping.

  • If an order appears suspicious, we’ll place it on hold and contact you.

  • If we don’t hear back within 2 business days, the order will be canceled.

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