Contact Us
We Would Love to Hear from You
At Coonli, every customer matters. Whether you have a question about an order, need help tracking a shipment, want to initiate a return, or simply want to learn more about our handcrafted polymer clay jewelry collections, our support team is ready to assist you.
We have been serving customers across the United States since January 18, 2025, and we take great pride in offering responsive, personal, and genuinely helpful customer support. You are never dealing with a bot or an automated system — every message is read and responded to by a real member of our team.
Typical response time: within 1 business day. We aim to respond to all inquiries within one business day during our support hours of Monday through Friday, 9:00 AM to 5:00 PM EST.
Ways to Reach Us
Choose the contact method that works best for you. All channels are monitored during our support hours and we aim to respond promptly across every platform.
Support Hours
Our customer support team is available during the following hours. All times are Eastern Standard Time (EST), New York.
Closed Saturday, Sunday, and on US public holidays. Messages received outside business hours will be responded to on the next available business day.
We aim to respond to all email and contact form submissions within one business day. Live chat and WhatsApp responses are typically faster during peak business hours. If you have an urgent concern about a shipment or a time-sensitive return, email is the most reliable way to reach us with documentation attached.
Frequently Asked Questions
Before reaching out, you may find an instant answer to your question below. These are the inquiries we receive most often from our customers.
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Orders typically arrive within 8 to 18 business days from the date of purchase. This includes 1–3 business days for handling and inspection at our studio in Guangdong, China, and 7–15 business days for international transit to your USA address. You will receive a tracking number by email once your order has shipped.
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Yes. Coonli offers completely free shipping on every order to any USA address. There is no minimum order value and no coupon code required. Free shipping is applied automatically at checkout.
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Once your order ships, you will receive a shipping confirmation email containing your tracking number and a link to the carrier's tracking portal. Please allow up to 48 hours after receiving this email for tracking data to become active in the carrier's system. If you have not received a shipping confirmation within 5 business days of placing your order, please contact us at support@coonli.com.
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We offer a 30-day return policy from the date of delivery. Items must be returned in new, unworn, and unused condition in their original gift box and packaging. We never charge a restocking fee. For defective or damaged items, Coonli covers all return shipping costs. For change-of-mind returns, the customer is responsible for international return shipping to China. To start a return, email support@coonli.com with your order number.
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We are sorry to hear that. Please do not discard the packaging. Take clear photographs of both the damaged item and the outer envelope, then email us at support@coonli.com within 7 days of delivery with your order number and photos attached. Coonli will cover all return shipping costs for damaged items and will offer a full replacement or refund at your preference.
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Once your return is received and approved at our studio, your refund will be processed to your original payment method within 5 business days. Your bank or card issuer may take an additional 3–10 business days to post the credit to your account. Refunds are always returned to the original payment method used at checkout.
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At this time, Coonli ships exclusively to addresses within the United States, including all 50 states, US territories, and APO/FPO military addresses. We do not currently offer international shipping to other countries. We are evaluating expanding our shipping destinations in the future.
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We accept Visa, Mastercard, Maestro, American Express, JCB, UnionPay, Diners Club, Discover, Apple Pay, Google Pay, and PayPal. All transactions are processed through SSL-encrypted, PCI-DSS-compliant payment gateways. We do not store your full card number or CVV on our servers.
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Please contact us as soon as possible at support@coonli.com if you need to cancel or modify your order. Once an order enters our handling and packaging stage, cancellation may no longer be possible. In that case, our 30-day return policy applies after delivery.
Our Studio
All Coonli orders are fulfilled from our studio in Guangdong, China. This address also serves as our designated return facility. Please do not send returns to this address without first receiving authorization from our support team.
4th Floor, Room 401, Area A
No. 1 Tongfu South Road
Tongyi Industrial Park, Guzhen Town
Zhongshan City, Guangdong Province 528422
China
Authorization required before returning. Items returned to our studio without prior approval will not be tracked or processed. Always email support@coonli.com first to initiate a return and receive mailing instructions.
Your Security Is Our Priority
Every interaction you have with the Coonli website — from browsing to checkout to contacting our support team — is protected by SSL encryption. Your personal details, shipping address, and payment information are fully encrypted and safe from unauthorized access.
SSL Certificate Active: Our store is protected by an active SSL certificate. Data transmitted between your browser and our website is fully encrypted and protected against interception. Shop with confidence at https://www.coonli.com.
We accept Visa, Mastercard, Maestro, American Express, JCB, UnionPay, Diners Club, Discover, Apple Pay, Google Pay, and PayPal — all processed by PCI-DSS-compliant payment gateways. We never store your full card number or sensitive payment credentials on our servers.