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Frequently Asked Questions

Your account

How can I change my password?

1. Log in to the CoopCoco.ca website.

2. Click on the “My account” link in the top left-hand corner of the page.

3. Near the top of the page, click on “Edit”

4. Type in your current password, then, below that, type in your new password twice to confirm it.

5. Click on Save, and you’re done.

I forgot my password. What should I do?

Under the log-in fields, click on “Request new password” and follow the instructions.

Orders

I'd like to order on line and pick up my order in store. Is that possible?

Absolutely! When you place your order, choose “In-store pick-up” as the delivery method. Please wait until we contact you before coming in to pick up your order.

I'd like to place an order and pick it up the next day. Is that possible?

We ask you to allow us two working days (from Monday to Friday during office hours) to process the orders placed on our site. Please note that orders are processed in the order they are received, so we can’t prepare orders for the same day, or even the following day. As soon as your order is ready for pickup, we’ll notify you by phone or e-mail.

If you choose to have your order delivered by Canada Post, the mailing time will be added to the two-day processing time. Click here for estimated delivery times.

If you’d like to pick up an article immediately, we can set it aside for you. Click here to learn more.

What does it mean to have products set aside for you?

If you want to make sure the products you need are available when you come in to the store, you can ask us to set them aside for you. Here are the conditions:

  • The products must be available in store when you call

  • A maximum of three products can be set aside for you

  • We will set them aside for you for a maximum of 24 hours

To ask about product availability and have something set aside for you, call us at 855-270-0539.

Is it possible to get lower prices by buying larger quantities?

Absolutely! Prices are adjusted according to the amount purchased. Indeed, the wholesale section was created to offer lower prices for larger quantities. In addition, the unit prices of containers automatically decrease based on the number you buy. Finally, if you are a frequent customer of our website or store, you might want to think about buying a Club Coco discount card.

My order won't go through; I'm told that the billing address must match the adress on my credit card.

When you pay by credit card, the billing address must be the same as the one linked to your credit card. If you recently moved and haven’t given your credit card company your new address yet, try entering your old address. If you’re still having trouble, call us at 855-270-0539.

Can I order by phone?

Yes, but it’s much better to place your order on-line:

  • It avoids errors
  • It’s safer
  • It gives you time to think carefully about what you want to order

Please note that it takes longer to process phone orders than on-line orders, as explained in the next question.

Do phone orders arrive more quickly?

No, the opposite is true, in fact. Orders placed by phone involve more people and more conversations and can take longer to process. That’s why it’s better to order on-line.

I chose "Pay by phone" as my payment method. What sould I do now?

Now it’s up to you to call us to give us your credit card number and expiration date. We’ll start processing the order once payment is received.

I forgot to add an item; when I placed my order. Can I add it later?

No, if you forgot to add an item to your order, just place a second order the same day. In the comment field, be sure to say “Please include with order #…” It’s important to give us the number of your first order when you place the second order. If applicable, we will refund the shipping charges for the second order since the two orders will be shipped together.

Please note that we are unable to combine orders this way during the holiday season or for special promotions.

How do I know if my order has been sent?

To track your order, log in to the site and click on “My account”.

Then click on “Orders” in the middle of the page.

Shipping

How do I know what the shipping charges will be?

When you choose the shipping method, a cost estimate is given.

If your order is very heavy, an estimate of the shipping charges will be sent to you when the order is finalized. Once these are paid, your order will be shipped.

My package was damaged in the mail. What should I do?

Please follow these instructions.

I received just part of my order. When will the rest be sent?

To better serve you, we sometimes ship orders in two parts. If we ship just part of an order, a coloured piece of paper stapled to the invoice will explain what is happening. If we indicate that the order is complete, but a product is missing, please follow these instructions.

There is a problem with my order.

We’re really sorry to hear that! Please contact us after following these instructions 

Products

Are your products organic? Where can I find proof of your certification?

Many of our products are organic and identified as such. All our organic products can be found here. On that page, you’ll also see our certificates of compliance.

Does your hemp oil have medicinal properties?

Be careful not to confuse hemp oil with cannabis/marijuana oil, which must be prescribed by a doctor. It is impossible for us to buy or sell it. Hemp and marijuana both come from the Cannabis sativa plant, but hemp is not subject to the same laws as marijuana and does not have the same properties. Hemp oil contains less than 0.001% (10 ppm) of THC (the intoxicating ingredients that get you high), unlike the flowers (heads) sold by authorized producers, which contain 5 to 22% THC. Hemp oil does not contain enough of the active ingredient CBD (about 25 ppm) to have the so-called medicinal properties of marijuana. Our hemp oil should not be confused with CBD oil.

Cannabis oil is a thick, sticky, paste-like substance, opaque dark green, that is extracted from cannabis buds (or the entire plant) using solvent (sometimes alcohol or butane). Our hemp oil is a translucent green vegetable oil (like a good olive oil), cold-pressed from seeds, with a nutty flavour. Hemp oil has good nutritional value because of its 3:1 ratio of omega 6 to omega 3. Its moisturizing action also makes it ideal for repairing and firming skin.