Shipping policy
Shipping Policy
Last updated: November 3, 2026
At Cocoon, we want your new bedding to reach you quickly and in perfect condition. This policy explains how we process and ship your orders.
1. Free shipping
Shipping is free on every order, with no minimum purchase, anywhere in Canada and the United States.
2. Shipping destinations
We ship to every address in Canada and the United States, including:
- remote areas;
- post office boxes.
3. Processing time
Orders are prepared and shipped within 1 to 3 business days of confirmation.
Orders placed on a weekend or statutory holiday are processed the next business day. There is no cut-off time: every order is processed in the order it is received.
4. Delivery time
Once your order has shipped, delivery usually takes 2 to 10 business days, depending on your address.
These times are estimates. They may vary due to factors beyond our control, such as weather conditions, busy periods (the holidays, Black Friday, etc.) or carrier delays.
5. Order tracking
As soon as your order ships, you will receive a confirmation email with your tracking number, so you can follow your package all the way to your door. If you have a customer account, you can also check your order status from your account.
It may take 24 to 48 hours for tracking to show its first updates.
6. Orders shipped in several packages
Depending on the products ordered, your order may ship in several packages, which may arrive at different times. In that case, you will receive a tracking number for each package. No extra fees apply.
7. Package delivery
No signature is required on delivery. The carrier may leave your package at your door, in your mailbox or in another safe place. If the package cannot be delivered, the carrier may drop it off at a pickup point near you and leave you a notice.
8. Taxes and duties
Taxes that apply to your delivery address are calculated and added at checkout.
For orders delivered to the United States, no customs duties or import fees will be charged to you on delivery.
9. Changing or cancelling an order
Need to change your shipping address or cancel your order? Write to us as soon as possible at support@trycocoon-quebec.com with your order number. We can make changes as long as the order has not shipped.
Once the order has shipped, we can no longer change the address or cancel it. You can still return it under the terms of our 100-night trial.
10. Incorrect address or unclaimed package
Please check your shipping address carefully before confirming your order.
If your package is returned to us because of an incomplete or incorrect address, or because it was not picked up from the pickup point, we will contact you to confirm your address and reship it at no cost.
11. Damaged package
If your package arrives damaged or a product is damaged when you receive it, let us know within 5 days of delivery at support@trycocoon-quebec.com, including your order number, a description of the problem and photos of the product and packaging. After checking, we will send you a replacement or issue a refund, at no cost to you.
12. Lost or missing package
Your package shows as delivered, but you haven't received it? Before writing to us, we suggest that you:
- check around your home (entrance, garage, mailbox);
- ask your neighbours or your building concierge;
- wait 24 hours, as some packages are marked as delivered a little before they actually arrive.
If you still can't find your package, or if it appears to be lost in transit, write to us at support@trycocoon-quebec.com. We may ask you for certain information or proof so we can investigate with the carrier. Once the investigation is complete, we will send you a new order at no extra cost.
13. Contact us
For any question about shipping or delivering your order:
Cocoon
Email: support@trycocoon-quebec.com