have a question about Cocomels? We have an answer

GENERAL

  • My Cocomels packaging is different – is the product the same?

    Yes! While we’ve made some design updates to our packaging, the product inside is the same product you know and love.

  • Do you offer any coupons on your products?

    At this time, we unfortunately do not have physical coupons to give away. However, if you sign up for our newsletter, you’ll be the first to find out about any special offers and promotions on our products.

  • Do you do any giveaways?

    Follow us on Instagram and Facebook, and sign up for our newsletter, to find out about any giveaways and promotions we may be running.

Allergens

  • Are Cocomels allergen-free?

    Our entire line of products is made without gluten, egg, dairy, peanuts or tree nuts; however, our caramel is made with coconut milk, which is sometimes classified as a tree nut.  Because our products are manufactured on equipment which is also used to process dairy, peanut, egg, wheat and tree nuts, we cannot guarantee they are always 100% free of these allergens. However, we do have an allergen cleanse protocol and testing which is implemented between the production cycles of our products and other products which may contain allergens. This allergen cleanse reduces the potential for cross contamination on production machinery.

  • Are Cocomels made in allergen-free facilities?

    No – while Cocomels are made without gluten, egg, dairy, peanuts and tree nuts, they are produced in facilities which also produce allergen-containing items. However, we have an allergen cleanse protocol and testing which is implemented between the production cycles of our products and other products which may contain allergens. This allergen cleanse reduces the potential for cross contamination on production machinery.

  • Are Cocomels dairy free?

    Cocomels are made without dairy, using coconut milk instead of dairy milk. However, they are manufactured on equipment which is also used to process other products which may contain dairy, so we cannot guarantee Cocomels are 100% dairy free.  We do have an allergen cleanse protocol and testing which is implemented between the production cycles of our products and other products which may contain allergens. This allergen cleanse reduces the potential for cross contamination on production machinery. 

  • Are Cocomels corn free?

    Yes – our Cocomels are sweetened with organic cane sugar and free from high fructose corn syrup. If you are looking for a cane and grain-free option, try our coconut sugar caramels, sweetened with coconut sugar and tapioca syrup instead of cane sugar and brown rice syrup.

Product Quality/Safety

  • My Cocomels product looks like it may have gone bad

    If you think you may have purchased an expired or out-of-code product, please send a note and photo of the product/packaging in question to cocomels@madsweets.com.

  • My Cocomels product looks tampered with

    If you think you may have purchased a tampered with product, please send a note and photo of the product/packaging in question to cocomels@madsweets.com.

  • Why do my Cocomel Bites or Chocolate Covered Cocomels have white scuff marks?

    Since we want our Cocomels products to be a plant-based, USDA Organic certified product, we choose not to use glazes which give them a shinier, polished finish.  Most glazes are non-organic.  Because of this, Cocomels Bites do typically have a white, white scuff marked appearance.  Additionally, our Bites are covered in chocolate via “panning”, which tumbles the coconut milk caramel center as chocolate is sprayed onto them. As a result, Cocomels Bites are born rolling and tumbling over each other, leading to inevitable scuffs.  Additionally, if chocolate gets hot (above 80 degrees), it can melt. If it cools again, a whitish coating appears called “bloom”. This is from the cocoa butter migrating to the surface of the chocolate and crystallizing.  You can still eat this, but the experience isn’t quite as good as perfect chocolate.  You can learn more about white scuff marks and “bloom” here.

Packaging

  • Is your packaging BPA free?

    Yes, our packaging is BPA free.

  • Is your packaging recyclable?

    No, our packaging is not recyclable.

Availability 

  • Are your products sold online? Where can I buy?

    Yes!  We sell Cocomels directly through our website.  You can also order on Amazon.  For a list of other online retailers, visit our Store Locator.

  • What stores are your products sold in?

    Please visit our Store Locator to find a Cocomels retailer near you.

  • An item I used to buy is no longer carried by my store. Is it discontinued?

    There is a chance that the item is either out of stock, no longer carried by your store, or has been discontinued.  You may always purchase Cocomels directly from our website.  You can also visit our Store Locator to find a Cocomels retailer near you.

  • Do you sell direct?

    Yes, we sell direct through our website.

Product

  • Are Cocomels organic?

    Yes, Cocomels are certified USDA Organic.

  • Are Cocomels non-GMO?

    Yes, Cocomels are Non-GMO Project Verified.

  • Are Cocomels vegan friendly?

    Yes, Cocomels are plant-based and vegan-friendly.

  • Are Cocomels kosher?

    Yes, Cocomels are certified Kosher by The Chicago Rabbinical Council and KOF-K Kosher Supervision.

  • Are Cocomels cane sugar free?

    Most Cocomels are sweetened with organic cane sugar and brown rice syrup. However, if you are looking for an item free from cane sugar, try our Coconut Sugar Caramels. They are sweetened with coconut sugar and tapioca syrup instead of cane sugar and brown rice syrup.

  • Do Cocomels contain high fructose corn syrup?

    No, Cocomels do not contain high fructose corn syrup. Most of our items are sweetened with organic cane sugar and brown rice syrup. For a cane sugar free option, we offer Coconut Sugar Cocomels, sweetened with coconut sugar and tapioca syrup.

  • Once opened, how long do Cocomels last?

    We haven’t been able to determine, since most Cocomels are gone within an hour of opening! If you still have any Cocomels left, the official shelf life of Cocomels is 1 year from production. To maximize shelf life, seal your bag and put it in the freezer. You can either let the Cocomels warm before eating to get the chewy caramel experience, or eat them frozen – a delicious, crunchy, frozen treat on a hot day!

Shipping

  • How much is shipping when I order from your website?

    Shipping is FREE on all domestic orders over $45. There is a flat $20 shipping fee on orders under $45.

  • When will my order ship?

    Cocomels ships Monday through Friday at 1 PM CST. Orders placed after 1 PM CST on Fridays will ship the following Monday. This includes UPS 2 Day Air: any orders placed after 1 PM CST with UPS 2 Day Air shipping option will ship the following Monday. Due to our summer shipping policy, orders placed 5/17/2021 – 10/1/2021 will ship Monday – Friday. Orders containing a chocolate covered (potentially meltable) product will ship with ice packs and insulation to reduce the chance of your order melting while in transit.

  • How long will my order take to arrive once it is shipped?

    2 Day Air shipping is offered by UPS on all orders. and typically takes anywhere from 2-3 days to deliver, depending on shipping location. 

  • How to I track my order?

    When your order ships, we’ll send you a link with your tracking number. You may then use this link to track your order and get updates on when it will arrive.

  • Do you ship to PO Boxes?

    Regretfully, we do not ship to PO Boxes at this time as our shipping method is via UPS.

  • Do you ship internationally?

    Unfortunately, we do not currently ship internationally. If you are looking for shipment options outside of our direct order shipping zones, you can find Cocomels on AmazonThrive MarketVitacost and iHerb.

    Please keep in mind, due to chocolate’s propensity to melt, some online international retailers do not ship during the hot summer months.

  • Do you ship to Alaska and Hawaii?

    Yes, we currently ship to Alaska and Hawaii.

  • What do I do if I want to cancel or modify my order?

    Please reach out to cocomels@madsweets.com [within 24 hours of placing your order] with your name and order number, we will assist you in cancelling or modifying your order.

  • What if my package doesn’t arrive?

    Please refer to the tracking link provided in your shipment notification to track the delivery of your order. Should any delivery issues arise, please reach out to cocomels@madsweets.com.

  • Can I place wholesale orders?

    If you are interested in opening a wholesale account, please reach out to cocomels@madsweets.com.

  • What is your damaged order policy?

    If your order is received damaged, please reach out to cocomels@madsweets.com within 5 days of your order delivery and provide a photo of your damaged product, your order number, and the best by date/ lot code information located on the back of the packaging. We will be happy to issue a refund or replace with an alternate Cocomels product. To avoid any shipping issues related to heat, we always suggest selecting expedited shipping and tracking your order to know the exact order delivery date. This way your package won’t sit in a hot mailbox or on a sunny front porch, which increases the product's chance of melting. Unfortunately, we do not offer refunds for product which have melted in transit!

  • How do you ship chocolate products in the summer months?

    To prevent melting Cocomels does the following in April through September to help ensure your product arrives in good condition:

    • All orders are shipped via UPS 2 Day shipping to avoid time in transit
    All chocolate covered Cocomels products are shipped in an insulated shipping box
    All chocolate covered Cocomels products are shipped with a gel ice pack

    We take many precautions to ensure your order arrives safely. We want you to be satisfied, but once the product leaves our warehouse, we cannot be responsible for issues which may lead to melted product. Many orders arrive intact to the destination but melt sitting in transit over the weekend. Upon receiving your tracking number, elect to receive shipping updates so you know the date and estimated time when your order will be delivered to mitigate any risk of melting.

  • Do you offer refunds or replacements?

    If there is a quality issue with your product (e.g. defective product or packaging), please reach out to cocomels@madsweets.com within 5 days of your order delivery. In your email, please include your order number and details regarding the quality issue, and we will be happy to issue a refund or replace with an alternate Cocomels product.

  • I bought my Cocomels from a 3rd party retailer and am not satisfied, what should I do?

    Please contact the 3rd party retailer you purchased Cocomels products from for their specific return or refund policy.

  • I purchased my Cocomels outside of the US and am unsatisfied, what are my options?

    Please contact the international retailer you purchased Cocomels products from for their specific return or refund policy.

Subscriptions

  • How much will I save when I sign up for a Subscribe & Save product?

    You will automatically save 10% on your initial and consecutive Subscribe & Save ordered items with Cocomels.

  • Can I use multiple discount codes in addition to my Subscribe & Save 10% discounted product?

    At this time, we do not offer discount codes to be utilized on top of your Subscribe & Save 10% discounted order. If you have a discount code from a Cocomels email or newsletter, you may utilize your discount code on a one-time purchase item. Please feel free to reach out to cocomels@madsweets.com with any questions and we’ll be happy to help.

  • How often will I receive my Subscribe & Save ordered items?

    When you place your initial order for Subscribe & Save items, you’ll have the option to select either a one or two month delivery cadence. Subscriptions are delivered either monthly or bi-monthly from the date of your initial purchase. You may update your subscription delivery cadence at any time by visiting your account here.

  • How do I set up a Subscribe & Save order?

    When placing your initial order, simply select the “Subscribe & Save 10%” option under the “One-time purchase” option for the Subscribe & Save items you’d like to order, along with subscription delivery cadence you’d like for your selected Subscribe & Save item, and proceed to checkout. You’ll have the option to select either a one or two month delivery cadence. You may update your subscription delivery cadence at any time by visiting your account here.

  • Can I order a Subscribe & Save item on the same order as a one-time purchase item?

    Absolutely. You may add as many or as few Subscribe & Save items, and as many or as few one-time purchase items on your order as you’d like. Remember, only Subscribe & Save items on the order will have a recurring order. Any one-time purchase items on the order will be shipped to you once based on your initial order. To manage, update, add, or remove items from your initial order, log in to your account here.

  • How long will my subscription last?

    Subscriptions are delivered either monthly or bi-monthly from the date of your initial purchase. Your Subscribe & Save order(s) will stay active until you either pause or cancel your Subscribe & Save order(s). You may pause or cancel your order at any time. To manage, update, or cancel your subscription lot in to your account here.

  • How do I manage my Subscribe & Save order?

    To manage, update, add to or remove items from your Subscribe & Save order(s), log in to your account here.

  • Can I pause my Subscribe & Save order?

    You may pause your Subscribe & Save order 48 hours prior to your next recurring Subscribe & Save order ship date. To manage, update, add to, or remove items from your Subscribe & Save order, log in to your account here.

  • Can I update, add or remove items from my Subscribe & Save order?

    You may update, add to, or remove items from your Subscribe & Save order 48 hours prior to your next recurring Subscribe & Save order ship date. To manage, update, add to, or remove items from your Subscribe & Save order, log in to your account here.

  • How do I cancel my subscription?

    You may cancel your subscription up to 48 hours prior to your next recurring Subscribe & Save order ship date. To cancel your Subscribe & Save order, log in to your account here.

  • How much is shipping on my Subscribe & Save order?

    Shipping is FREE on all domestic Subscribe & Save orders totaling $45 or more. There is a flat $20 shipping fee on Subscribe & Save orders under $45. Subscribe & Save items on either an initial order, or recurring order, with a total under $45 are subject to our standard $20 shipping charge. You may always update, add to or remove items from your Subscribe & Save order and shipping preferences in your account here. Please reach out to cocomels@madsweets.com with any questions regarding your Subscribe & Save order and we will be happy to help.

  • Why did I receive free shipping on my initial order, but was charged shipping on my recurring Subscribe & Save order?

    It is likely your initial order grand total was over $45 and contained a combination of Subscribe & Save item(s) under $45, along with a one-time purchase item(s). If your initial order contained a Subscribe & Save item under $45, and a one-time purchase item, bringing your grand total to $45 or more: all recurring orders will be subject to our $20 standard shipping charge. Cocomels offers FREE UPS 2 Day shipping on all domestic Subscribe & Save orders totaling $45 or more. You may always update, add to or remove items from your Subscribe & Save order and shipping preferences in your account here. Please reach out to cocomels@madsweets.com with any questions regarding your Subscribe & Save order and we will be happy to help.

  • Why did I get charged shipping on my initial and recurring Subscribe & Save order?

    If your initial order contained a Subscribe & Save item under $45, and was the only item in your subscription, the recurring order under $45 is subject to our standard $20 shipping charge. Cocomels offers FREE UPS 2 Day shipping on all domestic Subscribe & Save orders totaling $45 or more. You may always update, add to or remove items from your Subscribe & Save order and shipping preferences in your account here. Please reach out to cocomels@madsweets.com with any questions regarding your Subscribe & Save order and we will be happy to help.

Gift Cards

  • Where are Cocomels E-Gift Cards redeemable?

    Cocomels E-Gift Cards are ONLY redeemable at www.cocomels.com. They are NOT accepted at any other online or in store retailer.

  • How do I redeem my E-Gift Card?

    Once you have received your gift card code via email, you may use this special code at checkout. Simply copy and paste your gift card code at checkout in the 'discounts and gift cards' portion at check out.

  • My E-Gift Card doesn't cover the entire balance of my order, what do I do?

    After entering your gift card code in the 'discounts and gift cards' section at checkout, your order will deduct the amount being utilized on the gift card. In the event your gift card doesn't cover the total of the order being placed, you may still enter your credit card at checkout.

  • Does my gift card expire?

    Yes, Cocomels E-Gift Cards expire 12 months after date of PURCHASE, even if the E-Gift Card is scheduled to send at a later time.

  • What are the gifting dollar amounts offered by Cocomels for E-Gift Cards?

    Currently, Cocomels offers E-Gift Card increments of $25, $50 and $100.

  • How do I ensure my recipient received their E-Gift Card?

    When you send an E-Gift Card as a gift, you will receive a confirmation email thanking your for your purchase. Shortly after, your recipient will receive an email with their E-Gift Card stating it is from you (along with your note if you've added one). Once your recipient opens this email, you'll receive a confirmation email stating they've opened the email and received their code. As always, if you have any questions, please reach out to cocomels@madsweets.com..

  • I purchased an E-Gift Card for someone but they didn't receive it, what do I do?

    Reach out to cocomels@madsweets.com and we will be able to look up their gift card code manually.

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