Shipping Policy

1. Serviceable locations

Orders are accepted only for locations that can be served by Cokoon or an available delivery partner. Fresh or perishable products may be restricted to selected local areas, while shelf-stable products may have wider serviceability.

The ability to submit an address does not guarantee delivery. We may contact you to confirm the location, delivery method, or an alternative arrangement before accepting or dispatching the order.

2. Order processing

Orders are processed after payment and order details are verified, subject to stock and serviceability. Orders placed on holidays, weekends, or outside working hours may begin processing on the next working day.

Any dispatch or delivery date shown on the website or communicated by the team is an estimate unless expressly confirmed as a guaranteed date in writing.

3. Shipping charges

Applicable delivery, handling, cold-chain, special packing, or remote-area charges will be displayed at checkout or communicated before order acceptance. Charges can vary by weight, product type, location, order value, and delivery method.

4. Address and contact accuracy

The customer is responsible for providing a complete delivery address, landmark where helpful, PIN code, and reachable telephone number. Because customer cancellation and modification are not available after placement, review these details carefully before submitting the order.

Additional delivery costs or failed delivery caused by an incorrect address, unavailable recipient, restricted premises, or unreachable telephone number may be borne by the customer, subject to applicable law.

5. Dispatch, tracking, and delivery

Where tracking is available, details may be shared by email, SMS, WhatsApp, or the order interface. Some local deliveries may be completed directly without third-party online tracking.

A delivery may require an OTP, signature, photograph, or another reasonable proof of delivery. Please ensure that the recipient or an authorised person is available to accept and promptly store the product.

6. Delays and events outside our control

Delivery may be affected by weather, road conditions, carrier disruption, public holidays, government restrictions, high demand, crop or production conditions, or other events outside reasonable control. We will make reasonable efforts to provide an update when a material delay becomes known.

If goods are delivered later than a stated delivery schedule in circumstances for which applicable consumer law requires a remedy, the customer’s statutory rights remain available.

7. Fresh, chilled, and perishable products

Fresh mushrooms and other perishable products require timely receipt, inspection, refrigeration, and use. Follow the label or delivery instructions immediately. Quality deterioration caused by delayed collection, failed delivery attributable to the recipient, or improper storage after delivery is not a manufacturing defect.

8. Damaged, tampered, or incorrect delivery

Inspect the outer package and products as soon as they arrive. If the parcel is visibly damaged, leaking, open, tampered with, or contains an incorrect product, photograph the package before opening further and contact us promptly.

Visible delivery concerns should be reported within 48 hours with the order number, clear photographs or video, product name, batch details, and a description of the issue. Eligible claims will be handled under the Cancellation & Refund Policy and applicable law.

9. Failed or returned deliveries

If a parcel is returned because the address was incorrect, the recipient was unavailable, delivery was refused, or repeated contact attempts failed, re-dispatch is not guaranteed. Any fresh or perishable product may no longer be saleable. Additional charges and eligibility for re-dispatch will be assessed case by case.

10. Shipping support

For delivery assistance, email info@thecokoon.com or call +91 9188 336 315 with your order number, recipient name, telephone number, and delivery PIN code.