FAQ

Order Processing

Q: How long does it take to process my order? A: All orders will be processed within 1-3 business days after payment confirmation. Please note that orders placed on weekends or holidays will be processed on the next business day.

Q: What is the order cutoff time? A: All orders must be placed before 3:00 PM (Eastern Time) to be processed on the same day. Orders placed after 3:00 PM will be processed on the next business day.

Payment Methods

Q: What payment methods do you accept? A: We accept the following payment methods:

  • Credit/Debit Cards: Visa, Mastercard, American Express, Discover
  • Digital Wallets: PayPal, Shop Pay, Apple Pay, Google Pay

Modifying or Cancelling Orders

Q: Can I modify or cancel my order? A: If your order has not yet shipped, please contact our customer service team as soon as possible to modify or cancel your order. Once the order has begun processing, changes may not be possible. Please contact us at: info@copenhavers.com

Delivery Time

Q: How long will it take for my order to arrive? A: Standard shipping estimated delivery time is 4-7 business days. Shipping times are estimates only and are not guaranteed delivery times. Actual delivery times may vary due to carrier conditions and other factors.

Q: Why hasn't my order arrived yet? A: During holidays and peak seasons, processing and delivery times may be extended. If you have questions about your order status, please contact our customer service team.

Shipping Cost

Q: Is there a shipping fee? A: No! Free standard shipping is available on all orders within the United States, regardless of order amount.

Shipping Destinations

Q: Which areas do you ship to? A: We currently offer shipping within the United States only, including all 50 states, the District of Columbia, Puerto Rico, Guam, and US territories.

Q: Can you ship to P.O. Boxes or APO/FPO addresses? A: Currently, we do not ship to P.O. Boxes, APO/FPO addresses, or international destinations. If your delivery address falls into one of these categories, please contact us before placing your order.

Carriers and Tracking

Q: Which carriers do you use? A: We partner with UPS, USPS (United States Postal Service), and FedEx. Our system will automatically select the most suitable shipping method based on your delivery address and order weight.

Q: How do I track my order? A: Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this tracking number to track your package on the carrier's website.

Q: I haven't received a tracking number. What should I do? A: If you have not received a tracking number after placing your order, please contact us at info@copenhavers.com.

Delivery Issues

Q: What should I do if my items arrive damaged? A: Please carefully inspect your package upon delivery. If you notice any damage, please:

  1. Note the damage on the delivery receipt
  2. Take photos of the damaged items and packaging
  3. Contact us of delivery

We will work with you to resolve the issue promptly through a replacement, repair, or refund.

Q: What should I do if my package is lost? A: If your tracking information shows that your package has been delivered but you have not received it, please contact us immediately. We will work with the shipping carrier to locate your package or initiate an investigation.

Address Issues

Q: Can I change my shipping address after placing an order? A: Unfortunately, once an order has been shipped, we cannot modify the shipping address. Please verify that your shipping address is complete and accurate before completing your purchase.

Q: What happens if my package is returned due to an incorrect address? A: If a package is returned to us due to an incorrect address, failed delivery attempts, or refusal by the recipient:

  1. We will contact you to confirm your correct address
  2. Re-shipping fees may apply

Refund Policy

Q: Can I request a refund? A: Yes. We offer refunds for items that meet the following conditions:

  • Refund requests must be submitted within 30 days of receiving the product
  • Items must be brand new, unused, in perfect condition, and include original packaging and tags
  • A valid order number or purchase receipt must be provided

Q: How long does a refund take? A: We will process your refund within 10 business days after receiving and inspecting the returned item.

  • Credit/Debit Card Refunds: Usually takes 10 business days to appear on your account
  • Digital Wallet Refunds (PayPal, Shop Pay, etc.): Usually takes 10 business days to reach your account

Please note: Bank processing times may vary depending on different financial institutions.

Holiday Shipping

Q: How does holiday shipping affect my order? A: During major holidays and peak seasons, the following may apply:

  • Processing times may be extended by 1-2 business days
  • Carrier delivery times may be longer due to high volumes
  • Carrier delays may occur beyond our control

We recommend placing orders early during peak seasons to ensure timely delivery.

Contact Us

Q: How can I contact customer service? A: You can reach us through the following:

  • Email: info@copenhavers.com
  • Phone: +1 202 232 1200
  • Address: 1621 Connecticut Ave NW, Washington DC 20009, United States
  • Business Hours: Monday to Saturday 11:00 AM - 6:00 PM, Sunday 11:00 AM - 4:00 PM