faqs

Frequently Asked Questions

Do you have a physical store in the US?
We do have an online store.

What currencies can I pay?
There are three currencies: US dollar, EURO and GB pound. You can find this on the top right corner of the page.

How to cancel my order?
If you have not received the shipping notification mail, please mail us to cancel the order. Order only be canceled in 24 hours.
Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

Is it safe to order from you?
Our website is based on Shopify platform which is the largest Electronic Commerce System supplier in the USA. It is one of the most secure online systems to protect your personal information against unauthorized use. 
We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.

How many mails I will get from your site?
You only get 3 emails from us, sign in, verify mail, order confirmation mail, and tracking number mail. We do not send any spam mail to customers. But these mails may be in your spam mail if you find you do not receive them.
If there are some problems on your order, such as shipping address problems, you will get one more mail from us.

How to change shipping address, billing address, and items/sizes?
You can change sizes, color of items you received, or remove an item, and change your shipping address before shipping out.
Please note that we can help you modify your order BEFORE shipment. Once your package is shipped, we will not be able to change anything.

Is there any additional fee beyond purchase?
Normally, our customers would not be charged any tariffs except accidental events. We have no control over these charges because of increasingly strict customs inspection and constantly changing customs policies vary widely from country to country. So we can not tell you what the cost would be.

How to track my order?
Please check details on the site page bottom "How To Track". 

Do all items shipped from the USA?
Fad Coco has multiple warehouses all over the world. We have warehouses in the USA, UK, and China. Your items will be shipped from the warehouse depending on the location and Inventory status of items you ordered.

Why does the tracking site show that my tracking number is invalid?
If you received tracking number mail from our company, it means the parcel is in processing. The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing center by plane. Then each shipping company will pick up parcels from the airport. Once they have scanned those parcels, the website will update the tracking number. It may take 3-5 days to see any activity once it has shipped out from our end.

Why does it show my package has been delivered but it hasn't?
Packages might be delivered to your mailbox, garden or signed by your neighbors. We suggest you check in your mailbox and with your neighbors first. Or you can check with the shipping company with your tracking number. If you still cannot find your package, please contact our Customer Service.

Why hasn't my shipping information been updated for a long time?
Sometimes the shipping company may not update the package information in time. If your shipment is from our international warehouses, it is in transit or clearing customs, the information will not be updated until it reaches the next shipping station. If you need help, please feel free to contact us. We will try to get in touch with the shipping company to update tracking info for you.

Why do I receive two or more packages at different times in one order?
Your order may meet following conditions:
1) Weight limit of customs or courier.
2) Items are in different warehouses.
3) Hot-sale items need additional preparation time.

Where is my order? I still do not receive my order.
First, please pay attention to delivery time. The estimated delivery date includes processing time and delivery time. The details are in the Shipping Info page. If your estimated delivery date has passed and you haven't received your order, please contact us for further help.

How can I deal with my package if I do not want it because of the customs taxes?

Normally, our customers would not be charged tariffs. However, because of increasingly strict customs inspection and different countries' constantly changing customs policies, it happens sometimes. We have no control over these charges and we can not tell you the cost would be, as customs policies and import duties vary widely from country to country. So customers need to afford the custom taxes, please contact the local customs office to get your parcel first. If you do not, there is a high possibility that your parcel be destroyed but not returned.

I have some coupons, how to use them?
One order can only use one coupon.
The coupon discount is based on the original price of each item. If the item is on sale and have a larger discount than the coupon discount, then it cannot enjoy the coupon discount any more. 
Please make sure the coupon is not expired.
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