Customer Service Policy – cotopaxd

At cotopaxd, we are dedicated to providing exceptional customer service that matches the quality of our innovative outdoor products. Our goal is to ensure your satisfaction at every step of your shopping and adventure journey. This policy outlines the standards, processes, and support options available to you.

1. Our Service Commitment

We stand by three core principles to guide our customer service:

  • Transparency: We provide clear, accurate information about products, pricing, shipping, and policies.
  • Responsiveness: We aim to acknowledge all customer inquiries within 24 hours (excluding weekends and major holidays) and resolve issues as efficiently as possible.
  • Fairness: We treat every customer with respect and ensure consistent application of our policies.

2. Order Processing & Tracking

2.1 Order Confirmation

Immediately after placing an order, you will receive an automated confirmation email at the address provided during checkout. This email includes your order number, item details, billing amount, and shipping address. If you do not receive a confirmation within 1 hour, please check your spam folder or contact us at [email protected].

2.2 Order Modification/Cancellation

We process orders quickly to ensure timely delivery, so modifications or cancellations must be requested within 12 hours of order placement. To make a request, email us with your order number and desired changes. We cannot guarantee modifications or cancellations after 12 hours, as the order may have already been shipped.

2.3 Shipping & Tracking

Once your order ships, we will send a shipping confirmation email with a tracking number (provided by our logistics partners, e.g., UPS, FedEx, DHL). You can use this number to track your package on our website’s “Order Tracking” page or the carrier’s website.

  • Domestic Shipping: Typically takes 3–7 business days.
  • International Shipping: Delivery times vary by country (7–14 business days for most regions) and may be subject to customs delays, which we do not control.

3. Returns & Exchanges

We want you to love your cotopaxd gear. If you’re not satisfied, we offer flexible return and exchange options, subject to the following terms:

3.1 Eligibility

  • Items must be returned within 30 days of delivery.
  • Items must be in unused, original condition with all tags, packaging, and accessories intact.
  • Custom or personalized items are non-returnable unless they arrive damaged or with a manufacturing defect.

3.2 Return/Exchange Process

  1. Email [email protected] with your order number, the item(s) you wish to return/exchange, and the reason for the request.
  2. We will respond with a prepaid return label (for domestic orders) and detailed instructions. For international orders, customers are responsible for return shipping costs, unless the return is due to our error (e.g., wrong item, defect).
  3. Ship the item(s) back to us. Once we receive and inspect the package (typically 3–5 business days after delivery to our warehouse), we will process your refund or exchange.

3.3 Refunds

Refunds will be issued to the original payment method within 5–7 business days of inspection. Please note that shipping costs (except for orders where we made an error) are non-refundable.

4. Warranty Service

All cotopaxd products come with a 2-year manufacturer’s warranty from the date of purchase, covering defects in materials or craftsmanship. The warranty does not cover:

  • Normal wear and tear (e.g., scuffs on backpacks, faded fabric from sun exposure).
  • Damage from misuse, neglect, or improper care (e.g., machine-washing a hand-wash-only jacket).
  • Damage from accidents (e.g., tears from sharp rocks, water damage to electronics not marked waterproof).

Warranty Claim Process

  1. Email [email protected] with your order number, photos/videos of the defect, and a description of the issue.
  2. Our team will review your claim within 3 business days. If approved, we will offer a replacement, repair, or refund (at our discretion).
  3. For replacements/repairs, we will provide a prepaid label for you to send the defective item to us.

5. Product Inquiries & Support

Whether you have questions about product features, sizing, care, or maintenance, our team is here to help:

  • Email: [email protected] (our primary support channel, with 24-hour acknowledgment).
  • FAQs: Visit our website’s “FAQs” page for answers to common questions about shipping, returns, warranties, and products.
  • Social Media: Message us on Instagram (@cotopaxd) or Facebook (cotopaxd Official) for quick questions—we respond during business hours (9 AM–5 PM GMT).

6. Privacy & Security

We take your privacy seriously. All personal information (e.g., name, address, payment details) is protected under our Privacy Policy and will never be shared with third parties without your consent. We use industry-standard encryption (SSL) to secure online transactions, ensuring your payment information is safe.

7. Feedback & Complaints

Your feedback helps us improve. If you are dissatisfied with our service or products, please contact us directly at [email protected] with details, and we will work to resolve the issue to your satisfaction. We review all feedback monthly to enhance our processes and offerings.

8. Policy Updates

We may update this Customer Service Policy periodically to reflect changes in our operations or industry standards. Updates will be posted on our website, and we will notify customers of significant changes via email. The date of the latest update is listed at the bottom of this page.

Last Updated: September 8, 2025

Thank you for choosing cotopaxd. We’re honored to be part of your outdoor adventures!

— The cotopaxd Customer Service Team