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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 10 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.

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

Thank you for your order! It’s important that you now call us to provide us with your credit card number and expiration date. Your order will only be processed after your payment has been made.

COVID-19 EXCEPTION: For the time being, our orders department will contact you for payment. We’ll begin processing your order after your payment is completed.

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 check the status of my order?

It’s easy to track the status of your order! All you have to do is log in on our website, then click on My Account. 

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

There, you’ll be able to monitor the status of your order. You’ll also receive an automatic email notifying you of each change in status. Handy, hey? 

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.

Why are there additional fees to ship my order?

Some items are considered hazardous materials and so are subject to special delivery fees. These products include sodium hydroxide (lye), sodium percarbonate, potassium hydroxide, and 70% isopropyl alcohol.

These fees are imposed by the carrier. They are therefore non-negotiable and cannot be modified.

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 

According to Canada Post, my package has been delivered, but I haven’t received it. What should I do?

Oh no! Even though Canada Post is very careful with your packages, this unfortunately does sometimes happen. Don’t panic! Just send us an email at orders@coopcoco.ca explaining the situation and be sure to include your order number in your email. We will contact Canada Post with the necessary information, and they will search for your package via their internal procedures. We also recommend that you open a service ticket with Canada Post.

How do I cancel my order?

Sometimes, you no longer need a product, or maybe even your whole order. We understand, it happens to us all! To cancel your order, just send an email to orders@coopcoco.ca. Our accounting department will process your full refund in the following days. There may be a processing delay before the credit appears on your account; this varies depending on your banking institution.

Please note that your order can only be cancelled if it has not yet shipped.

Workshops

How should I prepare for my workshop?

Please arrive at the store five minutes before your workshop and inform a clerk that you’re here for the class. The instructor will come collect you from the store and escort you to the classroom.

We recommend that you dress appropriately for cooking. We provide protective gear, including safety glasses, aprons, and gloves. For soapmaking workshops, it’s important to wear long sleeves and closed shoes, even in the summer.

COVID-19 EXCEPTION: In the context of the current pandemic, we have established additional health and safety measures. You can read more about them here URL. 

Please wear a face mask or face covering.

Do you offer workshops in English?

At the moment, our workshops are only offered in French, though a minimal amount of translation can be provided.

Do you give online workshops?

So many of you requested online workshops that we now offer them! Some, but not all, of our workshops are available online as well as in person. They are delivered live by one of our instructors, and you can ask all of your questions through an instant messaging system. The content of our online workshops is exactly the same as the ones we give in person. It’s the perfect way to learn from the comfort of your own home! Please note that our workshops are only offered in French. 

Are your workshops only offered on weekends?

Given the success of our workshops and your many requests for more, we now offer workshops both on weekends and on some Mondays, Thursdays, and Fridays. Not only that, but we also offer online workshops! So there’s sure to be a date that works for you. 

Do I get to take anything home with me after the workshop?

In all of our in-person workshops,* you make products following the teacher’s instructions and advice. You’ll get to leave with these products—and a smile on your face!—along with your course manual, which includes theory and recipes. Check out our website for more details about the products you’ll get to make in and take home from each workshop.

For our online workshops, the instructor will demonstrate techniques while following a recipe live. You won’t get to leave with a creation.

*Note that “Savon avancé: Science du savon” is a theoretical class (offered in French only), so soap will not be made during this workshop.

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.