We are unable to modify the requested order or the quantity chosen once an order has been placed.

In this case, we advise you to get in touch with us and cancel the erroneous order.

Then, at your earliest convenience, we advise you to place a new order on our website for your preferred item(s).

Please get in touch with us if you want to modify your delivery address, and we will try to help you out.

We will need to get in touch with our courier to seek a change of delivery address in the event that we are unable to alter the address any longer, typically because the shipment has already been sent.

When seeking a change of address, please provide the following details:

Initials and last name

named and numbered streets

Zip code, City, Country, and Phone

Please be aware that this procedure may extend the delivery window; It is not liable for any delivery delays brought on by customer-requested address changes.

1. Once your order is dispatched, we will send a confirmation email containing your tracking details.
2. Click the “Track My Order” button in the email to monitor real-time shipping updates.
3. If the tracking link is unavailable, manually check your shipment status via our logistics partner’s portal: https://t.17track.net/en#nums

Note: Tracking data may take 24-48 hours to activate after shipment.

Your total delivery time consists of two phases:
① Processing Period: 2-5 business days (orders are prepared Mon-Fri, excluding holidays)
② Shipping Duration:

• Express (DHL): 6-8 business days
• Standard: 7-20 business days

Note: These estimates exclude customs clearance delays, weekends, public holidays, and force majeure events.

1. Immediate Correction: Contact us within 2 hours of order placement at:
   ✉️ info@luckycocoon.com
2. Customer Responsibility: Double-check address accuracy before submission.
3. Post-Shipment Policy: Address modifications cannot be processed once the parcel enters the logistics network.

Pro Tip: Use our address verification tool during checkout to prevent errors.

Delivery timelines may extend under these circumstances:

① Peak Periods:
➔ During promotional events/holiday seasons, allow +3-5 business days for processing & shipping

② Operational Delays:
➔ Severe weather disruptions
➔ Inventory verification protocols
➔ Payment/shipping address audits

③ U.S. Holiday Closures (Next business day shipping):
› New Year’s Eve & Day │ Good Friday
› Memorial Day │ Independence Day (July 4th)
› Labor Day │ Thanksgiving & Black Friday
› Christmas Eve & Day

④ Proactive Tracking:
➤ With tracking number: Check directly via FedEx or UPS
➤ Without tracking: Contact logistics team at info@luckycocoon.com

1. You’ll get a tracking number from our courier within 1-2 business days of successfully placing your order. Please get in touch with us if you haven’t gotten your UPS tracking number, and we’ll look into it right away.
2. We strongly advise you to get in touch with your neighborhood FedEx or UPS Office in the first instance if you haven’t received your order and you have a tracking number. The status of the delivery will be more accurately known by the courier services.

Follow these steps to expedite resolution:

① For Incorrect Items (Report within 48 hours of delivery):

1. Email info@luckycocoon.com with subject line “Order Discrepancy: [Your Order #]”
2. Attach clear photos showing:
   ➔ Received item(s) with visible defects/wrong specifications
   ➔ Delivery note with legible order details
   ➔ Original product listing screenshot for comparison

② For Damaged Goods (Report within 24 hours of delivery):

1. Send timestamped photos/videos demonstrating:
   ➔ External packaging damage (show shipping labels)
   ➔ Internal product damage from multiple angles
2. Preserve all packaging materials for potential carrier claims

Service Commitment:
› Guaranteed response within 12 business hours
› Replacement/refund processing initiated within 3 business days after verification

Note: Delayed reporting may affect claim eligibility. Use protective gloves when handling broken items.

While we aim for global accessibility, our current logistics network cannot service these regions:

📍 Restricted U.S. Territories & Military Zones
› Guam › American Samoa › Hawaii
› Northern Mariana Islands › U.S. Virgin Islands
› Armed Forces Americas (AA/AP)

🌍 Unserved Regions
› Continental Africa › Middle East nations
› Southeast Asian countries

🛎️ Coverage Check & Support

1. Real-Time Verification: Email your full address to info@luckycocoon.com with subject “Delivery Check: [Your Country]”
2. Expansion Updates: Subscribe to our newsletter for service area announcements
3. Alternative Solutions: Explore third-party forwarding services for urgent needs

Note: Shipping restrictions may change quarterly. Last updated: May 2025

If your package remains undelivered 60 days after shipment confirmation, follow this protocol:

① Immediate Action Required

1. Email info@luckycocoon.com with subject line “Missing Package: Order #[Your Order Number]”
2. Attach:
   ➔ Original shipping confirmation (PDF/email screenshot)
   ➔ Latest carrier tracking status (full-page screenshot)

② Guaranteed Solutions (within 3 business days of verification):
› Expedited Replacement: Priority DHL reshipment with +30% value insurance
› Guaranteed Remedy: Receive a priority reshipment with tracking or 100% refund to original payment method

③ Multi-Channel Support:
› Direct Messaging: @luckycocoon (24/7 automated case initiation)

• Critical Notice: Claims must be filed within 7 calendar days post 60-day window. Preserve all packaging materials for potential carrier investigations.