Cotopaei Customer Service Policy: Support for Your Outdoor Journey

At Cotopaei, we believe exceptional outdoor experiences start with reliable gear—and reliable support. Our Customer Service Policy is designed to make your shopping, using, and troubleshooting journey as smooth as your favorite trail, so you can focus on what matters most: exploring the wild.

1. Our Core Service Commitments

We stand by three promises to every adventurer who chooses Cotopaei:

  • Transparency: We’ll share clear details about product specs, sizing, shipping timelines, and return terms—no hidden fine print.
  • Responsiveness: We aim to reply to all customer inquiries within 24 business hours (Monday–Friday, 9 AM–5 PM PT). For urgent issues (e.g., missing orders, damaged gear before a trip), we’ll prioritize your request to resolve it faster.
  • Empathy: Our team isn’t just customer service—we’re fellow hikers, campers, and outdoor lovers. We’ll listen to your needs, offer practical solutions, and treat your adventure plans with the care we’d give our own.

2. Product Support: Help When You Need It

Whether you’re unsure about sizing, need tips to maintain your gear, or have questions about product performance, we’re here to assist:

  • Sizing Guidance: Our website includes detailed size charts for apparel, footwear, and gear (e.g., tent capacity, backpack fit). If you need extra help (e.g., choosing between shoe widths for hiking boots), email us at [email protected] with your measurements and intended use—we’ll recommend the best fit.
  • Gear Maintenance Tips: Want to make your waterproof jacket last longer? Or need to clean your camping stove after a muddy trip? We share easy-to-follow guides on our blog, and our team can answer specific questions (e.g., “Can I machine-wash this sleeping bag?”) via email or our contact form.
  • Warranty Coverage: Most Cotopaei products come with a 1–3 year manufacturer’s warranty (varies by item—check product pages for details) covering defects in materials or craftsmanship. If your gear fails due to a warranty issue, we’ll repair or replace it free of charge (you just cover return shipping for the defective item).

3. Shipping & Delivery Support

We want your gear to arrive in time for your trip—here’s how we handle shipping questions:

  • Order Tracking: Once your order ships, you’ll receive a confirmation email with a tracking link to monitor its progress. If tracking isn’t updating or your package is delayed, email us with your order number—we’ll follow up with our shipping partners (USPS, UPS, FedEx) to resolve the issue.
  • Missing or Damaged Packages: If your package is marked “delivered” but never arrives, or if it’s damaged in transit, contact us within 48 hours of the delivery date. We’ll file a claim with the carrier and send a replacement or issue a full refund (whichever works better for your trip timeline).
  • International Shipping Help: For orders outside the U.S., we provide clear customs information to avoid delays. If your package gets held at customs, we’ll share documentation (e.g., commercial invoices) to help you clear it quickly.

4. Returns & Exchanges: Hassle-Free, No Stress

We know outdoor gear needs to feel right—if it doesn’t, we make returns and exchanges easy:

  • Eligibility: You can return or exchange unused, unworn, and undamaged items (with original tags/packaging) within 30 days of delivery. Custom items (e.g., personalized backpacks) and final-sale products (marked on product pages) are excluded.
  • How to Start a Return/Exchange:
  1. Email [email protected] with your order number, the item(s) you want to return/exchange, and the reason (e.g., “too small,” “ordered the wrong tent”).
  2. We’ll send you a pre-paid return label (for U.S. orders) or instructions for shipping back (international customers cover return shipping).
  3. Once we receive and inspect the item (usually 2–3 business days), we’ll process your refund (to your original payment method) or ship your exchange. Refunds take 3–5 business days to appear in your account.
  • Trip Interruptions: If you need to return gear because your trip was canceled, we’ll waive the restocking fee (normally 10%)—just let us know in your email, and we’ll adjust your request.

5. How to Reach Us

Choose the method that works best for you:

  • Email: The fastest way to get detailed help—send your questions, order numbers, or photos (e.g., of damaged gear) to [email protected].
  • Contact Form: Fill out the form on our “Contact Us” page (include your name, email, order number, and message) for non-urgent inquiries.
  • Social Media: DM us on Instagram (@CotopaeiOutdoor) or Facebook for quick tips (e.g., “Where’s my order?”)—we’ll respond within 24 hours.

6. Feedback: Help Us Improve

Your experience matters. If you have suggestions for how we can make our service better (e.g., “Add more size options for plus-size hikers” or “Speed up international shipping”), we want to hear it. Email us at [email protected] with the subject line “Feedback”—we review every suggestion and use it to refine our policies and products.

At Cotopaei, your adventure is our priority. Whether you’re gearing up for a day hike or a multi-week backpacking trip, we’re with you every step of the way—from click to camp.