Shipping policy

SHIPPING POLICY
Last updated: June 2026

At Cocoona, every order is handled with care so your child's pillow arrives quickly and in perfect condition.

1. Processing time
All orders are prepared and shipped within 24 to 48 business hours after payment confirmation. Orders placed on weekends or holidays are processed the next business day.

During periods of high demand (holidays, promotions), processing time may extend to 72 hours. We will let you know on the site when this applies.

2. Delivery times
Once your order has shipped, please allow:
- Major Canadian cities and surrounding areas: 3 to 5 business days
- Other provinces and rural areas: 6 to 12 business days
- Northern and remote regions (Yukon, Northwest Territories, Nunavut): 14 to 21 business days

These are estimates provided by our carriers. They may vary depending on your region and the time of year.

3. Shipping costs
Shipping is free on all orders, with no minimum purchase. The price shown at checkout is the final price.

4. Order tracking
As soon as your order ships, you will receive an email with your tracking number. It lets you follow your package at every step, all the way to delivery.

Haven't received your tracking email within 72 hours? Check your spam folder, then contact us and we'll resend the link right away.

5. Delivery address
Please double-check your address when placing your order. Once your package has shipped, we are unable to change the delivery address.

If there's an error in your address, contact us as soon as possible at the email below. If the order hasn't shipped yet, we'll correct the address at no charge. If the package is returned to us due to an incorrect address, we'll reship it as soon as we receive it.

6. Delayed, lost, or damaged packages
Your package hasn't arrived within the estimated time? Contact us and we'll open an investigation with the carrier within 24 hours.

If your package is declared lost by the carrier, we'll either reship your order at no charge or refund you in full, whichever you prefer.

If your package arrives damaged, send us a photo of the package and the product within 48 hours of delivery, and we'll send you a brand-new pillow at no charge.

7. Contact us
For any question about your delivery:
Email: contact@trycocoona.com
Response within 24 business hours, Monday to Friday.

The Cocoona Team