FAQs

Frequently Asked Questions

Questions about Cometnap? We've got you covered! Here are some of the most frequently asked questions by our customers—if you can't find the information you need, please feel free to contact support@cometnap.com.

Shopping & Orders

What payment methods do you accept?

We accept credit cards (Visa/Mastercard/American Express), PayPal, Apple Pay, and Google Pay. All payments are secured using industry-standard encryption technology.

Can I change or cancel my order after placing it?

Orders can be modified or canceled within 24 hours of purchase—please email support@cometnap.com with your order number and request. After 24 hours, the order will enter the shipping process and cannot be changed. If you need to return an item after receiving it, please see our return policy.

Do you offer pre-orders for limited-edition items?

Yes! Pre-order details (estimated shipping date, payment method) are clearly stated on the product page. Pre-order payments will be processed at checkout to ensure your item is reserved. We will notify you by email after your item ships. If your pre-order is cancelled (e.g., due to production issues), we will provide a full refund immediately.

Products & Sizes

Are your products sustainable?

Absolutely! We prioritize the use of environmentally friendly materials such as organic linen, recycled glass, natural wood, and plant-based dyes. All products are made in ethical workshops that adhere to Fair Labor Standards—see “Our Story” for more information.

Are product sizes and colors accurate?

We provide detailed dimensions (inches/cm) on each product page, measured from the item laid flat and still. Colors are as accurate as possible, but slight variations may occur due to screen settings, lighting, or handcrafted details (e.g., natural wood grain, hand-dyed fabrics).

Do you offer style or placement suggestions for decorative items?

Yes! Our customer support team is happy to share personalized suggestions—please email support@cometnap.com with a picture of your space or questions about product pairings (e.g., “Would this rug suit my living room?”). We also share real customer photos on social media (@cometnaphome) for your reference.

How to care for my Cometnap products?

Care instructions are included on each product page and in your order (e.g., "Gently machine wash linens," "Wipe ceramics with a soft cloth"). For fragile items, avoid using strong cleaners or rough handling to maintain their quality.

Shipping & Tracking

Which regions do you ship to?

We ship to [countries: e.g., USA, Canada, EU, UK, Australia]. International orders may be subject to customs duties or taxes (borne by the recipient).

How long does shipping take?

Processing time: 1-3 business days (standard items); 3-5 business days (large/fragile/handmade items).

US domestic shipping: 5-7 business days via USPS Priority Mail/UPS Ground.

International shipping: 7-14 business days via DHL/FedEx.

You will receive a tracking number via email after your order ships - please check our "Track Packages" page for the latest information.

Free shipping?

Free standard shipping on US orders over

$45. Standard shipping is $6.99 for US orders under

$45. International shipping costs vary by destination (calculated at checkout).

Returns and Refunds

What is your return policy?

You can return unused and undamaged items within 30 days of receipt for a full refund or exchange. Final sale items, custom items, and fragile items (unless there is a quality issue) are not eligible for return—see our full return policy for details.

How long does a refund take?

We will process your refund after receiving and inspecting your return (usually within 3-5 business days after it arrives at our warehouse). Refunds typically arrive within 1-7 business days, depending on your payment method.

What if my item arrives damaged or the wrong item?

Please notify us at support@cometnap.com within 7 days of receiving your item, along with a photo of the item and your order number. We will cover all return shipping costs and offer a full refund, exchange, or replacement (your choice). Severely defective items may not require a return.

Account & Support

How to create an account?

Click “Sign Up” in the upper right corner of the website, then enter your email address, password, and basic information. Creating an account allows you to track orders, save favorites, and receive exclusive offers.

How to contact customer service?

Email: support@cometnap.com (responds within 24-48 business hours).

Online chat: Monday through Friday, 9:00 AM to 6:00 PM (Eastern Time), accessible through the website.