Frequently Asked Questions
Welcome to the COOCOI FAQ.
Find answers about our pet clothing, sizing, orders, shipping, payments, returns, and customer support.
Need more help? Email service@coocoi.com.
Ordering
How do I place an order?
Visit coocoi.com, choose your favorite style, select an available size, and add it to your cart. At checkout, enter your delivery details and complete your payment.
Check your email for your order confirmation.
Can I change or cancel my order?
Email service@coocoi.com promptly with your order number and requested change.
We’ll check whether the order can still be updated. Once packing or shipment has begun, changes and cancellations are not always possible.
What if I entered the wrong shipping address?
Send us your order number and the corrected address immediately. Address changes depend on the order’s fulfillment status.
Products & Sizing
What does COOCOI sell?
COOCOI offers pet fashion for everyday outings and special occasions, including dresses, jackets, hoodies, vests, and festive outfits.
How do I choose the right size?
Measure your pet’s chest, neck, and back length, then compare those measurements with the individual product’s size chart.
Use measurements rather than breed or weight alone. Different styles can have different fits.
What if my pet is between sizes?
Check the product’s fitting guidance. When choosing a larger size, make sure the garment still fits securely and allows comfortable movement.
Are the accessories in the photos included?
Check the product description for what is included. Bows, hats, sunglasses, harnesses, and other styling items shown in photographs are not automatically part of the purchase.
Does “Matching Sets” include clothing for people?
The product listing will specify whether it includes pet clothing, human clothing, or both. A photograph showing coordinated outfits does not mean both garments are included.
Will the colors look exactly like the photos?
Lighting and screen settings can affect how colors appear. Refer to the product description and available photographs when choosing your style.
How should I care for my pet’s clothing?
Follow the garment’s care label and product-specific instructions. Contact us with the product name if you need help before washing.
Can my pet wear the clothing all day?
Introduce clothing gradually and watch your pet’s comfort. Remove it if your pet becomes too warm, uncomfortable, or restricted in movement.
Shipping & Delivery
How can I track my order?
When tracking becomes available, check your shipping confirmation email for the tracking link. Contact us with your order number if you need assistance.
How long does delivery take?
Delivery estimates depend on the destination and shipping service. Check the information displayed at checkout and our Shipping Policy.
Do you offer free shipping?
We offer free shipping on qualifying orders over USD39. Any applicable shipping charges appear at checkout.
Where do you ship?
Enter your delivery address at checkout to see the available shipping options.
What if tracking stops updating?
Carrier scans can take time to appear. If you’re concerned about a delay, send us your order number and tracking details.
Tracking says “Delivered,” but I haven’t received my package. What should I do?
Check nearby delivery areas, building reception, and anyone who could have accepted the parcel. If you still cannot find it, contact us for assistance.
Returns & Order Issues
What if my item arrives damaged or incorrect?
Email service@coocoi.com with your order number, a description of the issue, and clear photos of the item and packaging.
What if an item is missing?
Check whether your order has separate shipments. If an item remains unaccounted for, send us your order number and the missing item’s name.
How do I request a return or size exchange?
Contact us before returning an item. Include your order number, the item, and the reason for your request.
Eligibility and deadlines are explained in our Return & Refund Policy.
Where should I send a return?
Use the return address provided by our support team. Our registered company address is not automatically the return address.
Who pays for return shipping?
Return shipping arrangements depend on the reason for the return and our Return & Refund Policy.
When will I receive my refund?
Contact us for your refund status. Once a refund is issued, your payment provider determines when it appears in your account.
Payments
Which payment methods do you accept?
The available payment methods are shown at checkout.
How can I protect my payment information?
Complete payments through our checkout. Do not email your full card details, security code, passwords, or verification codes.
What if my payment is declined or shows as pending?
Check your billing details and contact your payment provider. If you’re unsure whether an order was completed, contact us before trying again.
Business Information
Brand: COOCOI
Website: coocoi.com
Company: Shenzhen Huanyun Technology Co., Ltd.
Registered Address: Room 605, Xinting Building, No. 38 Xinhe Avenue, Xinqiao Community, Xinqiao Subdistrict, Bao’an District, Shenzhen, Guangdong, China.
Email: service@coocoi.com
Customer Service: 00852-9384212
Still Need Help?
Our team is happy to help with product and order questions.
Email service@coocoi.com. For an existing order, include your order number and the email address used at checkout.