FAQ
U.S. Shipping
How long will international shipping take?
Shipping to the United States typically takes between 4 to 6 business days. Delivery times may vary during high-demand seasons like holidays.
What is the cost of international shipping?
Shipping costs to the U.S. are calculated at checkout based on the weight and dimensions of your order. You’ll be able to check the shipping rate before completing your purchase.
Are there any customs or import duties on orders shipped to the U.S.?
No. We cover all duties, taxes, and import fees. There will be no hidden fees—what you see at checkout is all you'll pay.
Can I track my order after it ships?
Yes! Once your order has shipped, we will send you a tracking number so you can follow your package’s journey to your door.
Are deliveries carbon-neutral?
Yes, all our deliveries are carbon-neutral. We offset the carbon emissions by purchasing CO2 credits.
Panama Shipping
What are the shipping options for Panama?
We offer two shipping options for Panama:
Standard Shipping: Delivery takes 4 to 6 business days.
2-Day Shipping: For faster delivery, you can select our 2-day shipping option.
Where can I pick up my order for free?
If you're located in Panama City, you can choose to pick up your order for free at Marbella Tower 2 (search on Waze).
What are the delivery times for Panama?
Panama City: Standard shipping takes 4 to 6 business days, while 2-day shipping will arrive within 2 business days.
Interior Panama: Deliveries to FLETES CHAVALE or UNO also take 4 to 6 business days, with standard shipping.
Can anyone pick up my order from UNO or FLETES CHAVALE?
No. Only the person listed as the recipient, with ID or a letter of authorization, can pick up the order.
Can I have items delivered to multiple addresses?
For deliveries to multiple addresses, you’ll need to place separate orders for each address.
Are there any extra costs for delivery in Panama?
No. The total amount shown at checkout is the final price, with no hidden fees at delivery. All taxes, duties, and delivery costs are included.
Are deliveries carbon-neutral?
Yes, all our deliveries are carbon-neutral. We offset the carbon emissions by purchasing CO2 credits.
Exchanges and returns
Can I return or exchange an item?
Yes. Eligible items can be returned for a refund within 30 days of receiving the order. An original receipt or gift receipt is required.
Please contact us via email (hello@coatihome.com), WhatsApp (icon at the bottom right), or IG chat to arrange the return and refund.
Non-returnable items:
- Monogrammed / customized items
- Made-to-order items
- Gift cards
- Items damaged by normal wear and tear
How can I change or cancel my order?
Please contact Customer Service via WhatsApp (icon at the bottom right), IG chat, or email (hello@coatihome.com). We cannot accept changes or cancellations for certain items; refer to our Return Policy for more details.
Non-changeable or non-cancellable items:
- Monogrammed / customized items
- Made-to-order items
- Gift cards
Payments and prices
What payment options are available?
ACH | YAPPY | Tarjeta de crédito | PayPal
Is it safe to enter my credit card information online?
Yes. Coati Home uses the Shopify platform, which is PCI DSS Level 1 certified. This certification covers the store, shopping cart, and web hosting. Check our privacy policy for more details.
Why is the price of an item different from when I added it to my cart?
Prices are subject to change, including temporary discounts and permanent increases. The price displayed in your cart reflects the current price at checkout.
Are the prices on the website the same as in stores?
No. Prices displayed on our website may differ from prices in physical stores.
Stores and products
Where is Coati Home® located?
Coati Home® is a Panama-based brand. While we don’t have our own physical stores, you can find our products in select stores in Panama City.
You can also shop our collection through our online store or on Etsy.
Why can't I find a product that was listed?
Oops! Our products often sell out quickly, so it is possible that the item is no longer available.
When will you restock inventory?
Popular items can sell out fast since they are made in small batches. To get on the waiting list for a product, contact us via WhatsApp (icon at the bottom right), IG chat, or email (hello@coatihome.com).
What’s the correct way to list initials for a monogram?
The order of initials varies by style. For example, for the name John James Audubon:
- If the middle letter is larger than the others, the traditional order is first name / last name / middle name. The monogram would be JAJ.
- For styles where all letters are the same size, the order is first name / middle name / last name. In this case, the monogram would be JJA.
Packaging and gifts
Does the packaging contain plastic?
No. At Coati Home, we have a zero-plastic policy. We don’t use plastic in our packaging or products—not even tape!
Can you wrap items for gift-giving?
Absolutely! We offer gift wrapping on all our products. You can easily add this option to any purchase directly on the product page. If you need any assistance, feel free to contact us via WhatsApp (icon at the bottom right), Instagram chat, or email (hello@coatihome.com), and we'll be happy to help!
Can I return packaging for credit toward my next purchase?
Yes! Please bring the packaging to Marbella Tower 2, along with your name and email address, and we will issue credit for your next purchase. Thanks for helping us use fewer resources!
Gift cards
Can I use a gift card more than once?
Yes, as long as there is a balance remaining on the card.
Can I use multiple gift cards for one purchase?
Yes, you can use more than one gift card during checkout.
Can I use a gift card to purchase another gift card?
No, you cannot use a gift card to purchase another gift card.
Can I use a gift card to pay for shipping and taxes?
Yes, gift cards apply to the total order amount, including shipping and taxes.
How do I redeem a gift card?
At checkout, enter the 16-digit gift card number, and the value will be automatically deducted from your total.
What if my gift card balance is greater than my order total?
If the balance on the gift card covers or exceeds the total order, you can complete the order. Any remaining balance can be used for future purchases.
What if my gift card balance is less than my order total?
If your gift card balance is lower than your order total, you will be prompted to select a secondary payment method for the remaining balance.
How will I receive my gift card?
Gift cards are delivered via email, along with instructions for redemption during checkout.
Are there any fees for gift cards?
No, our gift cards have no processing fees.
Can I return a gift card?
Gift cards cannot be returned or canceled once received.
What if my gift card is lost or never received?
Contact Customer Service via WhatsApp (icon at the bottom right), IG chat, or email (hello@coatihome.com), and we will be happy to assist you.
Wholesale and Corporate Gifts
Do you offer wholesale or bulk ordering for corporate gifts?
Yes, we specialize in corporate and wholesale orders! Whether you’re looking for gifts for your team, clients, or special events, we provide tailored solutions to meet your needs. You can place orders directly by emailing us at hello@coatihome.com or contacting us via WhatsApp.
Can I customize my corporate gift order?
Absolutely! We offer a range of customization options, including branded engraving and personalized gift wrapping. To discuss your needs and explore customization options, please email us at hello@coatihome.com or send us a message via WhatsApp.
What is the minimum order for corporate or wholesale gifts?
There is no minimum order requirement for most of our products. However, for larger or custom orders, we recommend contacting us in advance to ensure availability and timely delivery. We’re happy to accommodate your needs!
What is the turnaround time for corporate gift orders?
For corporate and wholesale orders, our standard turnaround time is typically 7-14 business days, depending on the size and customization. If you need a quicker turnaround, reach out to us on WhatsApp or by email, and we’ll do our best to meet your deadline.
Can I include a personalized message with my corporate gifts?
Yes! We can include personalized notes with your corporate gifts. Whether it’s a message for each recipient or a general greeting, we can help you make it personal. Simply provide the details when placing your order via email or WhatsApp.
Are all duties and customs fees included in wholesale orders?
Yes, all duties and customs fees are covered by us for wholesale and corporate orders. There will be no hidden charges, and what you see on your invoice is the final price.
Do you offer returns or exchanges for corporate gift orders?
Corporate and wholesale orders are typically final sale, especially if they are customized. However, if there are any issues with your order, please reach out to us via email or WhatsApp, and we will work to find a solution.
How do I get started with a corporate or wholesale gift order?
To get started, simply email us at hello@coatihome.com or contact us on WhatsApp with your order details, quantity, and customization requests. Our team will help guide you through the process and ensure everything is ready for your event or gifting needs.
Product safety
Are the products safe for food?
Yes. All of our kitchen products are food-safe. Materials and finishes are tested to ensure they are suitable for contact with food. They do not contain lead or cadmium and are designed to withstand their intended use. Check the product page for cleaning and maintenance instructions.
Are the products eco-friendly?
Yes! We thoroughly research every aspect of our products' lifecycle—from sourcing to end-of-life—to ensure that Coati Home products are as environmentally friendly as possible. We invest time and money into designing each product with the best materials, production processes, and finishes to ensure you enjoy durable products that leave a sustainability legacy for your family!
Do your products come with a lifetime warranty?
While we do not offer a lifetime warranty, all our products are designed to last for many years. We provide all the necessary information to help you care for them properly, ensuring they last a lifetime. By choosing long-lasting products, you're also helping to protect natural resources.
How can I extend the life of my products?
Yes, proper care can extend the life of your products. Visit the product page for specific care instructions, or contact us for details about our maintenance service, available for all wood products.
Still have questions or need assistance?
Our customer service team is here to help! Reach out to us via WhatsApp (click the icon at the bottom right), Instagram chat, or email us at hello@coatihome.com. We’re happy to assist you!