Frequently Asked Questions

1. Where do you ship from?

All our products are made-to-order and fulfilled by our trusted print partner. Depending on your location, your order may ship from the US, Japan, Australia, Canada or Europe. This helps reduce shipping times and customs delays.

2. How long does fulfillment and shipping take?

  • Fulfillment (production): 2–5 business days.

  • United States: 3–4 business days shipping.

  • Canada: 4–7 business days shipping.

  • Europe: 4–7 business days shipping.

  • Australia: 4–7 business days shipping.

  • Japan: 3–4 business days shipping.

Your total delivery time = Fulfillment + Shipping.

3. Do you ship worldwide?

Currently, we ship to the United States, Canada, Australia, Japan and most European countries. We don’t ship to certain restricted regions (Russia, Belarus, some areas of Ukraine, Cuba, Iran, Syria, North Korea, and others).

4. Do you accept returns or exchanges?

Because our items are custom-printed just for you, we do not accept returns for change of mind or incorrect sizes selected.
We only accept returns if the item is defective, damaged, or incorrect. Please contact us within 7 days of delivery with your order number and photos, and we’ll send a replacement or issue a refund.

5. What if my order arrives broken or damaged?

We do our best to pack every item securely, but accidents happen. If your item arrives damaged:

  • Email us at hello@cocoabiscuit.com within 7 days.

  • Attach a clear photo of the damaged item and packaging.

  • We’ll replace it at no cost or refund your order.

6. Can I cancel or change my order?

We start production quickly after receiving your order. Because items are printed on demand, cancellations or changes are only possible within 12 hours of placing your order. After that, we cannot modify or cancel it.

7. Do you charge customs or import fees?

  • United States: Sales tax may apply depending on your state.

  • Australia, Japan, Canada & Europe: Orders may be subject to customs, VAT, or import fees depending on your country.

  • In many cases (e.g., UK and Canada), we use DDP (Delivered Duty Paid), meaning duties and taxes are prepaid and no extra fees are charged upon delivery.

8. How do I care for my CocoaBiscuit items?

  • Mugs: Our mugs are dishwasher- and microwave-safe. However, for long-lasting colors, we recommend gentle handwashing when possible.

  • Desk Mats: We recommend wiping them gently with a damp cloth and mild soap for regular cleaning. Avoid harsh chemicals or machine washing to preserve the vibrant print and fabric texture.

9. What payment methods do you accept?

We accept major credit and debit cards (Visa, MasterCard, American Express), PayPal, and other secure payment options shown at checkout.

10. Can I send an item as a gift?

Yes, you can surprise someone by shipping any order directly to their address! Just make sure to enter the recipient’s shipping details at checkout. Please note that we do not offer gift wrapping or personalized gift notes at this time, as our items are securely packaged and shipped directly from our local fulfillment hubs. However, you don’t have to worry about prices: the package only includes a simple packing slip listing the items inside, with no pricing or billing information visible at all. It is perfectly safe to send as a surprise!