You have 30 days following the delivery date of your package to report a product received damaged or defective, including but not limited to, products damaged during delivery, or a product missing a part upon delivery. If your order was delivered mor

<div id="isPasted" style="box-sizing: border-box; margin-bottom: 7px; word-break: normal; overflow-wrap: break-word; border-bottom: 1px solid rgb(146, 164, 178); padding: 10px 0px; font-size: 13px; line-height: 18px; color: rgb(24, 50, 71); font-family: -apple-system, &quot;system-ui&quot;, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">What&apos;s your policy for items received damaged or defective?<div style="visibility: hidden; background: rgb(29, 29, 29); box-sizing: border-box; border-radius: 3px; box-shadow: rgba(24, 50, 71, 0.4) 0px 3px 8px 0px, rgba(24, 50, 71, 0.3) 0px 0.5px 2px 0px; cursor: pointer; animation: 250ms linear 0s 1 normal forwards running pop-on-top; color: white; height: 30px; padding: 7px 10px; position: relative; float: left;"> </div></div><div dir="ltr" style="box-sizing: border-box; word-break: normal; overflow-wrap: break-word; color: rgb(24, 50, 71); margin: 0px; padding: 0px; font-size: 13px; line-height: 18px; font-family: -apple-system, &quot;system-ui&quot;, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">You have 30 days following the delivery date of your package to report a product received damaged or defective, including but not limited to, products damaged during delivery, or a product missing a part upon delivery.<p style="box-sizing: border-box; margin: 0px; font-size: 13px; line-height: 18px; word-break: normal; overflow-wrap: break-word; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71);"> <p style="box-sizing: border-box; margin: 0px; font-size: 13px; line-height: 18px; word-break: normal; overflow-wrap: break-word; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71);">If your order was delivered more than 30 days ago, we cannot process your claim. It is therefore very important to inspect your package upon delivery.<hr style="box-sizing: content-box; border-width: 1px 0px 0px; border-top-style: solid; border-right-style: initial; border-bottom-style: initial; border-left-style: initial; border-top-color: rgb(238, 238, 238); border-right-color: initial; border-bottom-color: initial; border-left-color: initial; border-image: initial; height: 0px; margin-top: 20px; margin-bottom: 20px; clear: both; user-select: none; break-after: page; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; margin-left: 0px; display: block; padding: 0px; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71); font-size: 13px;"><h2 style="box-sizing: border-box; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; line-height: 35px; color: rgb(24, 50, 71); margin: 0px; font-size: 1.5em; text-align: start; text-indent: 0px;" id="item-received-in-good-condition-upon-delivery">Item received in good condition upon delivery&#xA0;</h2> If you received a product in good condition at the time of delivery, but it has been damaged during use, please check our Warranty policy here instead:&#xA0;<a href="https://support.cocovillage.com/en/support/solutions/articles/47001159241" style="box-sizing: border-box; background-color: transparent; color: inherit; text-decoration: none;">What is your warranty policy?</a><hr style="box-sizing: content-box; border-width: 1px 0px 0px; border-top-style: solid; border-right-style: initial; border-bottom-style: initial; border-left-style: initial; border-top-color: rgb(238, 238, 238); border-right-color: initial; border-bottom-color: initial; border-left-color: initial; border-image: initial; height: 0px; margin-top: 20px; margin-bottom: 20px; clear: both; user-select: none; break-after: page; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; margin-left: 0px; display: block; padding: 0px; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71); font-size: 13px;"><h2 style="box-sizing: border-box; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; line-height: 35px; color: rgb(24, 50, 71); margin: 0px; font-size: 1.5em; text-align: start; text-indent: 0px;" id="policy-for-products-received-with-damage-or-defect-or-missing-part-resolutions">Policy for Products received with Damage or Defect or Missing Part resolutions:</h2>Depending on the nature of the damage or defect, we will offer you one of the following resolutions, at our discretion:<ul style="box-sizing: border-box; margin: 8px 0px 4px; padding: 0px 0px 0px 40px; line-height: 17px; list-style: disc; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71); font-size: 13px;"><li style="box-sizing: border-box; font-size: 13px; line-height: 18px; margin: 0px; word-break: normal; overflow-wrap: break-word; font-family: Poppins, sans-serif;">One or more replacement part(s)</li><li style="box-sizing: border-box; font-size: 13px; line-height: 18px; margin: 0px; word-break: normal; overflow-wrap: break-word;">Replacement item</li><li style="box-sizing: border-box; font-size: 13px; line-height: 18px; margin: 0px; word-break: normal; overflow-wrap: break-word;">Store-credit compensation</li></ul>If instead you wish to return your item in full, you may do so in accordance with our <a href="https://support.cocovillage.com/en/support/solutions/articles/47001158886-what-is-your-return-policy-" style="box-sizing: border-box; background-color: transparent; color: inherit; text-decoration: none;">Return policy</a>.<hr style="box-sizing: content-box; border-width: 1px 0px 0px; border-top-style: solid; border-right-style: initial; border-bottom-style: initial; border-left-style: initial; border-top-color: rgb(238, 238, 238); border-right-color: initial; border-bottom-color: initial; border-left-color: initial; border-image: initial; height: 0px; margin-top: 20px; margin-bottom: 20px; clear: both; user-select: none; break-after: page; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; margin-left: 0px; display: block; padding: 0px; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71); font-size: 13px;"><h2 style="box-sizing: border-box; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; line-height: 35px; color: rgb(24, 50, 71); margin: 0px; font-size: 1.5em; text-align: start; text-indent: 0px;" id="how-to-initiate-a-damage-or-defect-or-missing-part-claim-">How to initiate a Damage or Defect or Missing Part claim :&#xA0;</h2><ol style="box-sizing: border-box; margin: 8px 0px 4px; padding: 0px 0px 0px 40px; line-height: 17px;"><li style="box-sizing: border-box; font-size: 13px; line-height: 18px; margin: 0px; word-break: normal; overflow-wrap: break-word; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71);">Make sure that your Damage or Defect or Missing Part claim is covered by reading this policy and the exclusions.</li><li style="box-sizing: border-box; font-size: 13px; line-height: 18px; margin: 0px; word-break: normal; overflow-wrap: break-word; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71);">Send an email to support@cocovillage.com, within 30 days of delivery of your item.</li><li style="box-sizing: border-box; font-size: 13px; line-height: 18px; margin: 0px; word-break: normal; overflow-wrap: break-word; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71);">Make sure you attach clear pictures or videos of the defect or damage, and clearly identify the number(s) of the part(s) that display the issue (refer to assembly instructions if necessary).</li><li style="box-sizing: border-box; font-size: 13px; line-height: 18px; margin: 0px; word-break: normal; overflow-wrap: break-word; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71);">Our customer experience team will review your Damage or Defect or Missing Part claim and confirm if it is approved by email. Please know that we may require additional information to process your claim.&#xA0;</li><li style="box-sizing: border-box; font-size: 13px; line-height: 18px; margin: 0px; word-break: normal; overflow-wrap: break-word; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71);">If your claim is approved, we will suggest the applicable possible resolutions, at our discretion.</li></ol><hr style="box-sizing: content-box; border-width: 1px 0px 0px; border-top-style: solid; border-right-style: initial; border-bottom-style: initial; border-left-style: initial; border-top-color: rgb(238, 238, 238); border-right-color: initial; border-bottom-color: initial; border-left-color: initial; border-image: initial; height: 0px; margin-top: 20px; margin-bottom: 20px; clear: both; user-select: none; break-after: page; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; margin-left: 0px; display: block; padding: 0px; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71); font-size: 13px;"><h2 style="box-sizing: border-box; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; line-height: 35px; color: rgb(24, 50, 71); margin: 0px; font-size: 1.5em; text-indent: 0px; text-align: start;" id="exclusions-to-this-policy-">Exclusions to this Policy :</h2><p style="box-sizing: border-box; margin: 0px; font-size: 18px; line-height: 18px; word-break: normal; overflow-wrap: break-word; font-family: Poppins, sans-serif; color: rgb(25, 25, 25); font-weight: 400; text-align: start; text-indent: 0px;">We will not be able to process your claim if your item :&#xA0;<ul style="box-sizing: border-box; margin: 8px 0px 4px; padding: 0px 0px 0px 40px; line-height: 17px; list-style: disc; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71); font-size: 13px;"><li style="box-sizing: border-box; font-size: 13px; line-height: 18px; margin: 0px; word-break: normal; overflow-wrap: break-word; font-family: Poppins, sans-serif;">Was delivered more than 30 days ago</li><li style="box-sizing: border-box; font-size: 13px; line-height: 18px; margin: 0px; word-break: normal; overflow-wrap: break-word; font-family: Poppins, sans-serif;">Has been used. The <a href="https://support.cocovillage.com/en/support/solutions/articles/47001159241" style="box-sizing: border-box; background-color: transparent; color: inherit; text-decoration: none;">Warranty Policy</a> applies instead.&#xA0;</li></ul><hr style="box-sizing: content-box; border-width: 1px 0px 0px; border-top-style: solid; border-right-style: initial; border-bottom-style: initial; border-left-style: initial; border-top-color: rgb(238, 238, 238); border-right-color: initial; border-bottom-color: initial; border-left-color: initial; border-image: initial; height: 0px; margin-top: 20px; margin-bottom: 20px; clear: both; user-select: none; break-after: page; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; margin-left: 0px; display: block; padding: 0px; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71); font-size: 13px;"><p style="box-sizing: border-box; margin: 0px; font-size: 13px; line-height: 18px; word-break: normal; overflow-wrap: break-word; font-family: -apple-system, system-ui, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-weight: 400; text-align: start; text-indent: 0px; color: rgb(24, 50, 71);">Wood is a natural material that can bear marks. Variations in wood grain, color, knots or texture are natural phenomena in our handcrafted wood products. These variations and unique marks are proof of quality, not defects. That&apos;s what makes each product unique!</div>

What's your policy for items received damaged or defective?

Coco Village

Returns & Exchanges

Item received damaged\defective

Balance Bikes Care Instructions

How do I choose the right size bike for my child?

What age is this recommended for?

Balance Bikes

How to choose the right helmet?

Helmets

How old are your back to school items intended for?

Back to school

Are Coco Village beds difficult to assemble?

Can I use any mattress with Coco Village beds?

Do you offer an assembly service?

How much weight can the bed support?

What type of paint/finish do you use on your beds?

Why do I notice a scent after unboxing?

Beds

How firm is the mattress?

How many years can I keep the mattress?

What material is the mattress made of?

What's the difference between 4" (10cm) and 6" (15cm) mattresses?

Mattresses

Do your walkers have a brake system?

Baby toys & Walkers

Can I buy many playmats and make one bigger mat?

Playmats

Do pretend play items require assembly?

Pretend play toys

Product informations

What is your return policy?

What is you return policy?

Returns

What is your exchange policy?

Exchanges

What is your warranty policy?

Warranty

Can I use more than one promo code?

How will I know my order has been placed successfully?

How will I know when my order ships?

Is my payment secure?

The item I want is out of stock

What payment methods do you accept?

Placing an order

Can I cancel my order?

Can i cancel my order?

Can I change my shipping address?

Can I edit or cancel my order?

Can you do price adjustments?

I forgot to use a promo code. What should I do?

Modifying an existing order

How will I know when my pre-order ships?

Is the estimated shipping date guaranteed?

What does "Pre-order" mean?

When will I be charged for my pre-order?

Pre-orders

Do I have to pay taxes and/or customs fees?

When will I be charged for my order?

Payment

Order & Payment

House Bed

House Bed with Rails

House Bunk Bed

Lake House Bed

Teepee Bed

Teepee Bed with Rails

Treehouse Bunk Bed

GRANDE Balance Bike

MINI 2-in-1 Balance Bike

NANO 2-in-1 Balance Bike

Barista Stand

Classic Workbench

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Ice Cream Cart

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Vanity Set

Wooden ice Cream & Donuts Shop

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Wooden Kitchen Deluxe

Wooden Mini Market

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Pretend Play Collection

Baby Walker

DELUXE Walker

Baby Toys & Walkers

Activity Walkers - Common issues

Shopping Cart - Common issues

Wooden Kitchen - Common issues

Common Assembly Issues

Learning Towers

Assembly & Care

Where is Coco Village located?

How big is Coco Village?

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About us

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About our products

Contact us

What type of paint/varnish do you use?

Can I add items to an existing order?

How much are the shipping fees?

Where is Coco Village based?

How long does shipping take?

Do you do price adjustments?

Policy for items received damaged or defective

About Coco Village

How much are shipping fees in Canada?

How much are shipping fees in the US?

Shipping Fees & Times

Can you ship anywhere in Canada?

Can you ship anywhere in the US?

Delivery Zones

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Who's your carrier?

General Shipping Info

Shipping & Delivery