Contact information

CottonLoops is committed to providing helpful, professional, and timely customer support.

Please use the contact information below for questions regarding products, orders, shipping, returns, refunds, account information, website accessibility, or general business matters.

Business Information

Business name: CottonLoops
Website: cottonloops.shop
Year established: 2026

Business address:
5409 Hillside Ave NW
Chetwynd, BC V0C 1J0
Canada

Customer support email:
support@cottonloops.shop

Telephone:
+1 (250) 788-6555

Customer Service Hours

Monday–Friday: 9:00 AM–6:00 PM Pacific Time
Saturday: 10:00 AM–4:00 PM Pacific Time
Sunday and Canadian public holidays: Closed

Messages may be submitted at any time. Requests received outside operating hours will be reviewed on the next business day.

Response Times

We aim to respond to most customer inquiries within 1–3 business days.

Response times may be longer during:

  • Weekends;
  • Public holidays;
  • Major promotions;
  • High-volume sales periods;
  • Carrier disruptions;
  • Complex order investigations.

Please send one complete message whenever possible. Repeated messages about the same issue may delay review by creating multiple support records.

Order Support

For assistance with an existing order, please include:

  • Full name;
  • Order number;
  • Email address used at checkout;
  • Shipping address;
  • Clear description of the issue;
  • Relevant photographs or videos.

Never send complete card numbers, payment passwords, account passwords, or other highly sensitive financial information by email.

Product Questions

Before placing an order, you may contact us regarding:

  • Yarn color;
  • Product dimensions;
  • Material information;
  • Approximate yarn weight;
  • Recommended uses;
  • Quantity;
  • Available variations;
  • Product compatibility;
  • Included accessories.

Please remember that screen settings and dye-lot differences may cause small variations in product color.

Returns and Refunds

Return requests must be submitted in accordance with our Return and Refund Policy.

Do not send products to our business address without receiving return authorization and confirmed instructions from our support team.

Unauthorized returns may be delayed, refused, or sent back to the customer.

Shipping Questions

For questions about shipping or tracking, include your order number.

Before contacting us, please allow sufficient time for tracking information to update after shipment.

Our estimated standard delivery period is 7–10 business days after shipment, although customs or carrier delays may occasionally occur.

Damaged or Incorrect Products

If you receive a damaged, defective, incomplete, or incorrect item, contact us promptly and provide:

  • A photograph of the product;
  • A photograph of the shipping package;
  • A photograph of the shipping label;
  • A description of the issue;
  • Your order number.

Keep the packaging and product until the claim has been resolved.

Business and Legal Correspondence

Formal business or legal correspondence may be sent to:

CottonLoops
5409 Hillside Ave NW
Chetwynd, BC V0C 1J0
Canada

Email: support@cottonloops.shop

Clearly identify the nature of your correspondence in the subject line.

Intellectual Property Requests

To report suspected copyright, trademark, or intellectual property infringement, email us with:

  • Your full legal name;
  • Your contact information;
  • Identification of the protected work;
  • The location of the allegedly infringing content;
  • A statement explaining your rights;
  • Supporting evidence;
  • A good-faith statement that the disputed use is unauthorized.

We may request additional information before taking action.

Privacy Requests

To request access to, correction of, or information about your personal data, contact:

Email: support@cottonloops.shop
Subject line: Privacy Request

Include enough information for us to identify the relevant account or transaction. We may need to verify your identity before processing the request.

Complaints

We take customer complaints seriously.

Please provide:

  • A clear description of the issue;
  • The result you are requesting;
  • Relevant order information;
  • Supporting documentation;
  • Previous correspondence, where applicable.

We will review the matter fairly and respond as soon as reasonably possible.

Accessibility Assistance

Customers who experience difficulty accessing our website or customer service may contact us by email or telephone.

Please describe the accessibility issue and the assistance required.

Security Notice

CottonLoops will never ask you by email to provide:

  • Your complete payment card number;
  • Your banking password;
  • Your account password;
  • A one-time security code;
  • Remote access to your device.

Report suspicious communications claiming to represent CottonLoops to support@cottonloops.shop.