Shipping policy
Effective Date: January 18, 2025 • Last Updated: May 2026
Shipping Policy Overview
Welcome to the Coonli Shipping Policy. Since launching our online store on January 18, 2025, Coonli has been dedicated to delivering handcrafted polymer clay jewelry to customers across the United States with care, transparency, and reliability. Our store is located at https://www.coonli.com, and every order is fulfilled from our studio in Guangdong, China.
This page provides a complete overview of everything you need to know about how your Coonli order is processed, packaged, shipped, and delivered. We believe that informed customers are satisfied customers, which is why we outline our shipping practices in full detail.
Our collections available for purchase and shipment include our Bird and Nature Collection, Brooches and Wearable Accessories, DIY Molds and Craft Supplies, and Wildlife and Spirit Animal Jewelry. Each piece is individually handcrafted and inspected before being dispatched to your door.
Our shipping promise: Every Coonli order ships free of charge to any USA address, with careful packaging and full tracking provided from dispatch to delivery.
Shipping Destinations
At this time, Coonli ships exclusively to addresses within the United States of America. We do not currently offer international shipping to customers located outside the USA. This applies to all products across all of our collections.
- United States (all 50 states) — Available: Free shipping on all orders, no minimum required
- US Territories (e.g. Puerto Rico, Guam) — Available: Please allow additional transit time for remote territories
- APO / FPO / DPO Military Addresses — Available: Additional transit time may apply
- Canada — Not available: International shipping not currently offered
- United Kingdom — Not available: International shipping not currently offered
- All Other Countries — Not available: We hope to expand our shipping destinations in the future
We are actively evaluating the expansion of our shipping destinations. If you are located outside the United States and wish to be notified when international shipping becomes available, please subscribe to our email list or follow us on social media for updates.
Free Shipping on Every Order
Coonli is proud to offer completely free shipping on every order placed through our website. There is no minimum order value, no qualifying threshold to meet, and no coupon code required. Free shipping is applied automatically to every eligible USA order at checkout.
Free Shipping — Always: No minimum spend. No hidden fees. Every order to any USA address ships completely free of charge.
Despite our studio being located in Guangdong, China, Coonli absorbs all international freight and domestic last-mile delivery costs on your behalf. The price you see at checkout is the price you pay — nothing more.
What Is Included
- Free standard shipping on all orders to USA addresses
- Full tracking from dispatch to delivery
- Secure, inspected packaging in a recycled gift box and padded envelope
- Order confirmation and shipping notification emails
Estimated Delivery Timeline
We strive to process and deliver every order as swiftly as possible. The following timeline applies to all standard orders placed on the Coonli website. All timeframes are calculated in business days, which are Monday through Friday, excluding public holidays.
- Step 1 — Handling Time: 1–3 Days: Order reviewed, inspected, and packaged at our Guangdong studio
- Step 2 — Transit Time: 7–15 Days: Shipped from China to your USA address via international carrier
- Total Estimated: 8–18 Days: Estimated arrival from the date your order is placed
- Handling and Packaging — 1–3 Business Days (Mon–Fri): Each item individually inspected and securely packaged
- International Transit — 7–15 Business Days (Mon–Fri): Shipped from Guangdong, China to USA delivery address
- Total Estimated Delivery — 8–18 Business Days (Mon–Fri): Estimated from the date the order is placed
Please note: Delivery timeframes are estimates based on average transit times across the United States and are not guaranteed. Actual delivery times may vary based on your specific location, carrier capacity, customs processing, or unforeseen circumstances. Orders to remote locations or military addresses may require additional transit time.
Order Cut-off Time
To ensure your order enters our processing queue as efficiently as possible, please be aware of the following daily cut-off schedule.
Daily Order Cut-off: 5:00 PM Eastern Standard Time (EST, New York) — Orders placed before this time will begin processing within the same business day. Orders received after 5:00 PM EST will be queued for processing starting the following business day.
This cut-off applies Monday through Friday. Orders placed on Saturdays, Sundays, or public holidays will begin processing on the next available business day. We do not process or ship orders on weekends or recognized public holidays.
Why This Matters
Our 1–3 business day handling window begins from the first business day on which your order enters our processing queue. Understanding the cut-off time helps you accurately estimate when your order will be dispatched and when it is likely to arrive.
For example, an order placed on a Friday at 3:00 PM EST will begin processing that Friday. An order placed on a Friday at 6:00 PM EST will begin processing the following Monday.
Handling and Packaging
At Coonli, the handling and packaging of your order is as much a part of our craft as the jewelry itself. Every item in our store is handcrafted from polymer clay, and each piece receives individual attention before it leaves our studio.
Our Packaging Process
- Quality Inspection: Each piece of jewelry is carefully inspected for quality before it is prepared for shipment. Any item that does not meet our standards is set aside and will not be shipped.
- Gift Box Placement: Your jewelry is placed in a sturdy, recycled gift box. This box is both protective and presentation-ready, making it suitable as a gift directly upon arrival.
- Padded Envelope: The gift box is then secured inside a padded envelope designed to protect the contents against impact, compression, and moisture during international transit.
- Dispatch: Your fully packaged order is handed to our international shipping carrier for delivery to your specified USA address.
Our packaging approach uses recycled materials wherever possible as part of our commitment to reducing environmental impact without compromising the safety of your order.
Because our items are handcrafted, each piece may have slight natural variations in color, texture, or shape. These are characteristic of artisan-made polymer clay jewelry and are not considered defects. Every item is inspected to ensure it meets our quality standards before shipment.
Order Tracking and Updates
Once your order has been processed and handed to our shipping carrier, you will receive a shipping confirmation email containing your tracking number and a link to monitor your shipment's progress. We encourage you to use this tracking information to follow your order from our studio in Guangdong, China, to your USA doorstep.
Tracking Timeline
- Order Confirmation Email: Sent immediately after your purchase is completed, confirming your order details and estimated delivery window
- Shipping Confirmation Email: Sent once your order has been dispatched from our studio, including your tracking number and carrier information
- Tracking Updates: Available through your carrier's tracking portal using the number provided in your shipping confirmation email
Please note: Please allow up to 48 hours after receiving your shipping confirmation email for tracking information to become active in the carrier's system. International shipments may experience brief delays in tracking updates during customs clearance.
Need Help Tracking Your Order?
If you have not received a shipping confirmation email within 5 business days of placing your order, or if your tracking information has not updated for an extended period, please contact our support team immediately. We are available Monday through Friday, 9:00 AM to 5:00 PM EST, and are ready to investigate the status of your shipment.
- Email: support@coonli.com
- WhatsApp: +86 189 2330 3336
- Live chat, phone, or contact form on our website
Delayed Shipments
While we make every effort to ensure your order arrives within the estimated 8 to 18 business day window, certain circumstances beyond our control may cause shipping delays. We want to set transparent expectations so that you are always informed.
Common Causes of Shipping Delays
- International customs clearance and inspection processes
- High-volume shipping periods such as public holidays or peak shopping seasons
- Severe weather events or natural disasters affecting carrier routes
- Carrier capacity constraints or service disruptions
- Incorrect or incomplete shipping address provided at checkout
- Remote or rural delivery locations that require additional handling time
In the event of a significant delay affecting your order, we will do our best to notify you proactively and provide updated tracking information. If your order has not arrived within 25 business days of your dispatch confirmation, please contact our support team so we can investigate and take appropriate action on your behalf.
Please note: Coonli is not liable for shipping delays caused by third-party carriers, customs authorities, or circumstances outside our direct control. However, we will always work with you to resolve any delivery issues to your satisfaction.
Lost or Damaged Orders
We take the safe delivery of every Coonli order extremely seriously. In the rare event that your order is lost in transit or arrives damaged, we are committed to making it right.
If Your Order Arrives Damaged
- Document the damage: Take clear photographs of the damaged item and the packaging it arrived in, including the outer envelope.
- Contact us within 7 days: Email our support team at support@coonli.com with your order number and the photographs attached.
- We cover return shipping: For items damaged in transit, Coonli will provide a prepaid return label or full reimbursement of return shipping costs.
- Replacement or refund: Once the damaged item is returned and inspected, we will dispatch a replacement or issue a full refund to your original payment method within 5 business days.
If Your Order Is Lost in Transit
If your tracking information has not updated for more than 10 business days or your order has not arrived within 30 business days of your dispatch confirmation, please contact us at support@coonli.com. We will open an investigation with the carrier and, if the shipment is confirmed lost, we will send a replacement order or issue a full refund at your preference.
Your order is our responsibility. We stand behind every shipment we send. If your order does not reach you in perfect condition, we will take full accountability and resolve the situation at no additional cost to you.
Returns and Exchanges
Coonli offers a transparent 30-day return policy from the date you receive your item. For full details on our return conditions, return shipping costs, and refund processing timelines, please visit our dedicated Return and Refund Policy page.
Return Shipping Summary
Defective, Damaged, or Incorrect Item:
Who Pays Return Shipping: Coonli covers 100%
Restocking Fee: None
Customer Remorse (change of mind):
Who Pays Return Shipping: Customer covers international shipping to China
Restocking Fee: None
Exchanges
We are happy to accommodate exchanges for eligible items. Once your original item is received and inspected at our studio, your replacement will be processed within 2 business days and shipped according to our standard 7–15 business day transit timeline.
To initiate a return or exchange, please email support@coonli.com with your order number and reason for return. Our team will provide full instructions and mailing details upon approval.
Checkout Security and Payment
Your security during the checkout and shipping process is paramount to us. Every transaction on the Coonli website is protected by industry-standard encryption to ensure that your personal details, shipping address, and payment information remain private and secure at all times.
SSL Certificate Active: Our store is protected by a valid SSL certificate, ensuring that all data transmitted between your browser and our website is fully encrypted and safeguarded against unauthorized access by hackers or third parties.
Accepted Payment Methods
We accept the following secure payment methods at checkout:
- Visa, Mastercard, Maestro, American Express, JCB, UnionPay, Diners Club, and Discover
- Digital wallets: Apple Pay and Google Pay
- Online payment: PayPal
All payment processing is handled by PCI-DSS-compliant payment gateways. Coonli does not store your full card number, CVV, or any sensitive payment credentials on our servers.
Policy Updates
Coonli reserves the right to update or amend this Shipping Policy at any time to reflect changes in our carrier arrangements, shipping destinations, processing timelines, or operational practices. When material changes are made, the "Last Updated" date at the top of this page will be revised.
We encourage you to review this Shipping Policy before placing an order to ensure you are aware of our current shipping practices. Your continued use of the Coonli website and placement of orders following any updates constitutes your acceptance of the revised policy.
Current version: This Shipping Policy was last updated in May 2026. Coonli has been operating online and shipping to customers across the USA since January 18, 2025.
Contact Us
If you have any questions about our Shipping Policy, need assistance tracking your order, or wish to report a delivery issue, our customer support team is available and ready to help.
Email: support@coonli.com
WhatsApp: +86 189 2330 3336
Support Hours: Monday – Friday, 9:00 AM – 5:00 PM EST
Website: www.coonli.com
Studio & Dispatch Address:
4th Floor, Room 401, Area A, No. 1 Tongfu South Road, Tongyi Industrial Park, Guzhen Town, Zhongshan City, Guangdong Province 528422, China