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- Personalization Shop
Frequently Asked Questions
Got a question? We have tried to answer them all here, but if you can’t find what you are looking for our super friendly Customer Service team is happy to help.
Customer Support is available Monday through Friday, 8:30 am - 6:00 pm, ET at 877-801-1292 or through email at CustomerService@coton-colors.com.
What methods of payment do you accept?
We accept all major credit cards—Visa, MasterCard, American Express, Discover and Coton Colors Gift Cards.
Oh no! You want to return your order? Let us help you. We want you to be HAPPY with all of your purchases. Please use the Return Form and guidelines listed below.
- Any full price merchandise can be returned for a full refund within 30 days of delivery date with your original Coton Colors receipt or online packing slip.
- Sale/promotional merchandise (Non Final-Sale) may be returned for a full refund of the sale price within 30 days of delivery date with your original Coton Colors receipt or online packing slip.
- Final-sale, free, or promotional merchandise received with your purchase cannot be refunded at any time.
- Merchandise returned past the timeframes outlined above are only eligible for a Coton Colors gift code to be used on our website for the lowest listed price of the merchandise.
- All returns must be accompanied with our Return Form and original Coton Colors receipt or online packing slip. If you do not have your original Coton Colors receipt or online packing slip, please call customer service at (850) 383-1111.
- All returns must be paid for and shipped by the customer. Coton Colors does not cover shipping and handling charges for returns.
- Coton Colors is unable to refund returns that arrive to our facility damaged. Please make sure to package your merchandise securely. If your merchandise does arrive to us damaged, please contact your carrier with your tracking number to file a claim.
- Once we receive your return, you will be refunded back to the original form of payment within 10 business days. If you do not have an original Coton Colors receipt or online packing slip and we are unable to locate your order in our system, or if this merchandise was a gift, you will receive credit in the form of a Coton Colors Gift Code to be used on our website for the lowest listed price of the merchandise.
- If the merchandise you return is no longer in our collection, you will receive a gift code to our website for $10.
- Gift cards are not eligible for return or exchange.
- New, unused merchandise that has been personalized with vinyl can be returned within 30 days of delivery date with the original Coton Colors receipt or online packing slip. Please note that merchandise personalized with vinyl is only eligible for refund on the product. Personalization fee is excluded from the refund.
- Merchandise personalized with paint pen is not eligible for return or exchange.
- Prior purchases are not eligible for a price adjustment.
If your return does not meet the terms outlined above, we reserve the right to refuse a refund request.
Complete the Return Form Here.
- Please package all merchandise very securely in original packaging and condition with all tags attached. Coton Colors is not responsible for refunding any merchandise that arrives damaged. Please make sure to include your Return Form and your original Coton Colors receipt or online packing slip with your merchandise.
3208 West Tharpe Street
Tallahassee, FL 32303
Coton Colors does not process exchanges. If you would like to return your product for a new product, please see the return section above. Once we receive your product, we will refund your original form of payment within 10 days of delivery date. You may place a new order through our website at any time for a new product.
When returning an item, when will I receive my refund?
Refunds are processed daily, Monday - Friday and take three to five business days to post to your account.
Can I make changes to my order after I have submitted it?
Our shipping team works hard to get your order shipped as quickly as possible. If your order is not in processing or awaiting shipment, we will try to make changes for you. Please call customer service at 877-801-1292, and we will be happy to assist you.
Can I cancel my order?
- Our shipping team works hard to get your order shipped as quickly as possible. If your order is not in processing or awaiting shipment, we will try to cancel the order for you. Please call customer service at 877-801-1292, and we will be happy to assist you.
- We are not able to refund personalized items.
- If your order is already being processed, or has already shipped, please see the return policy above to return the order.
How do I sign up for a Coton Colors Account?
- Sign up for a Coton Colors Account by clicking the “Create an Account” link at the top right corner of our homepage.
- We will send you an account activation email once you have signed up.
- Complete the verification and start earning Happy Rewards today!
- You can also create an account during the checkout process by checking the box "Create an account and save my information" on the second page of the checkout process. You will receive an account verification email after your order is submitted.
Do I need to sign into my account to place an order?
You do not need to sign into your account to place an order. As long as the order is created under the same name and email address listed on your account, your orders will be automatically added. However you will not earn Happy Rewards to use on future purchases without an account.
Who do I contact if I don’t know my password or login?
Forgot your password? No worries, we can help!
- Click here and enter your email address in the “Forgot your password” section to request a new password.
- You will receive a temporary password via email. If you do not receive the email in just a few minutes, please check your junk mail.
- Once you are logged in with the temporary password, you will be directed to update your password.
- Still need help? Our Customer Service team is happy to help. Just give us a call at 877-801-1292.
When will my order ship?
Most purchases are shipped within three to four days of receipt of order. Once order is processed, you will receive a tracking number so you can track your shipment. Shipping times may be longer during the holiday season. If there is an issue, we will notify you by phone or email.
My order won’t go through. What do I need to do?
Please call our Customer Service team at 877-801-1292, and they will be happy to assist you and continue your order process.
Why did you charge my card twice for my order?
Please wait 24 hours to see if these charges come off of your account. If the submit button is accidentally hit more than once, it can show up as your card being charged multiple times. These show up as pending charges in our system and are declined by your bank within 24 hours of payment. If you still see multiple charges after 24 hours of submitting an order, please call our Customer Service team right away at 877-801-1292.
How much does shipping my order cost?
Pricing below applies to shipping in continental US.
|$0 – $25||$8.50||$9.50||$30.00||$45.00|
|$25.01 – $50||$9.50||$12.50||$40.00||$55.00|
|$50.01 – $75||$12.50||$15.50||$50.00||$65.00|
|$75.01 – $125||$15.50||$18.50||$60.00||$75.00|
|$125.01 – $200||$18.50||$21.50||$70.00||$85.00|
|$200.01 and $500||12% of total||14% of total||$85.00||$125.00|
|Over $500||12% of total||14% of total||20% of total||30% of total|
Do you ship to Alaska and Hawaii?
Yes, for shipping to Alaska and Hawaii, an additional $12 will be added to all shipping costs. Allow five business days after shipping for delivery.
Do you ship to US Territories?
Yes, for shipping to U.S. Territories, an additional $12 will be added to all shipping costs. Allow 10-15 business days after shipping for delivery.
Do you ship to APO/FPO boxes?
Yes, for shipping to APO/FPO boxes standard shipping rates apply. Allow four to six weeks after shipping for delivery.
Do you ship internationally?
Yes, please contact customer service at 877-801-1292 for international shipping quotes.
How long will it take to get my order?
Economy Shipping: Orders will ship from our warehouse via Fedex Smartpost to arrive within 8–10 business days from the time of shipment.
Standard Shipping: Orders will ship from our warehouse via Fedex Ground to arrive within 3–5 business days from the time of shipment.
2-Day or Overnight Shipping: Orders received by 2:00PM EST Monday - Friday will ship on the same day. Deliveries are scheduled Monday - Friday. Orders received after 2:00PM EST on Wednesday will be scheduled for delivery the following Monday. Expedited orders can not be shipped to a PO Box.
Do you require signatures for package delivery?
No signatures are required for delivery unless requested by the customer. Coton Colors is not responsible for lost or stolen packages. Please contact FedEx at 1.800.463.3339 to file a claim.
How do I care for Coton Colors pottery?
- Each piece is handmade so please treat it with care.
- Our pottery is food safe.
- It may be placed in the dish washer. It is microwave safe on low heat for short re-heating time (not cooking).
- Do not put personalized items in the dishwasher, or your personalization may come off.
- Do not use our pottery in the oven, unless it is specified as a baking piece.
- Items with Velcro need to be treated with extra care. Wipe clean and do not expose the Velcro to water.
The item I want to purchase is sold out. Can I pre-order this item?
Due to the unpredictability of shipping new stock to our Fulfillment Centers, we do not typically put an item on-hold or on pre-order, as we are unable to ensure the date that we will receive new stock of items. Please make sure to sign up for our emails so that you can be among the first to find out when a particular item comes back in stock.
How do I sign up to receive information regarding promotions?
We want to make sure you are in the know about all things Coton Colors!
- Sign up to hear about our upcoming promotions by entering your email into the text box at the top right of the home page that says “Sign up for emails”. We will make sure you are among the first to know.
Is there a place on your website where I can look at sale items?
If we have any items on sale, there will be a “Sale” tab at the top of the website that will take you directly to those items. Please note that we do not always have items on sale on our website.
The information you give us is for our secure database and is not distributed, sold or bargained for by anyone else. The information is only used for our records, so we can better serve you.
Where else can I see Coton Colors?
Use the ”Find a Retailer” link at the top of this page to find a Happy Everything!™ or Coton Colors retailer near you. Stop in, say hey! You will love our retailers.