Frequently Asked QuestionsFrequently Asked
Questions
(last updated 02/11/2011)
Why can't I add more than one item to my cart?
How do I change something on my
order?
Why is my order on
hold?
I
never received an e-mail confirmation after placing an order
How
come my order did not ship same day, I placed the order before PST
Why
don’t you answer your phone?
Why
was I charged twice for the same order?
Do you
offer International shipping?
Can I pick up
my order if I live locally?
What is your return
policy?
International orders: When my package was delivered why was I was asked for
additional fees?
Some of the Measurements are in inches and some in Millimeters how do I convert
them?
Where
can I find more information on your company policies?
Additional Information
and FAQs for Cabinet Cooling Products
Why can't I add more than one item to my cart?
- This problem occurs when you are using certain software firewalls, most
often times ZoneAlarm, to get around this problem either temporarily disable
your firewall or add an exception for our URL/shopping cart which are
https://us-dc1-order.store.yahoo.net/ and
http://order.store.yahoo.net/
Also make sure your browser has cookies enabled.
How do I change
something on my
order?
- Unfortunately once an order has been placed we cannot
add/remove products or adjust the shipping, you will need to send us a
cancellation notice from here
and place a new order. Please check the status of your order before
canceling, we cannot cancel an order once it has been sent to our
warehouse or marked as shipped.
Why is my
order on
hold?
- Orders are usually put on hold for two reasons.
1. The address and or phone number you provided did not match what
paypal or your credit card has on file.
2. One or more of the parts you ordered is out of stock
When an order is on hold we always contact you the customer to try and
resolve the issue as quickly as we can, most of the time by e-mail
I
never received an e-mail confirmation after placing an order.
-
E-mails are sent to the address you provide
when
placing
an order the moment you submit an order, if you did not get one it's
possible it went into a spam or junk folder, free e-mail services such
as hotmail and yahoo sometimes flag our e-mails as spam and either
delete or move them to the folders mentioned, as such we do not
recommend using free e-mail services unless absolutely
necessary.
How come my order did not ship same day, I placed the order before Noon
PST
- Not all items are shipped from our main
Kirkland, WA
warehouse, some (~5%) come from the east coast which is 3 hours ahead
in time, if it is crucial your order ships same day please put a note
in the comment section of your order and we will do our best to have it
shipped out, if we are unable to we will contact you as soon as we can.
Why
don’t you answer your phone?
- Often times we are away from our desks in the
warehouse
working on orders, some other project(s) or with a customer, if
reaching us immediately is important please use our contact
us form, we can check entries even if we are away from our
desks and we
are able to process them much more quickly than returning phone calls.
- The way our system is setup we are unable to
charge
any
order more than once, what you are seeing is the initial authorize of
funds that is put on hold when you place an order. If for some reason
you add/remove items, or adjust the order total in any way the charge
will not match the authorize and when the order is shipped and charged
it will not remove the authorize so it is possible to see the charge
AND the authorize at the same time, however, you were only charged one
time. Most authorizes drop off in 24-72 hours, if for some reason it
does not please call your bank or credit union to have it removed.
Do you offer International shipping?
International Shipping
-
We can ship to you if you order direct from our
website
www.coolerguys.com, during checkout you can either use USPS Postal
(Canadian Only) or UPS Expedited SM, before anything ships we'll contact
you and verify shipping costs and delivery methods available.
For more information about our International shipping please read our terms
I've copied below, We offer international shipping to select locations that
offer payment verification, the following list are countries we currently
ship to: Australia, New Zealand, UK, Ireland, France, Spain, Germany,
Norway, Sweden, Denmark, Finland, Italy, Austria, Portugal, The Netherlands,
Switzerland, Belgium, Slovakia .
Please note if we are unable to verify your payment method we may ask for
additional information before we are able to complete the transaction. Most
times we will ask for a scan of the payment card and matching photo
identification, on rare occasions we may not be able to service your payment
type or shipment to your particular location.
* International shipping costs do not include customs, brokerage, taxes,
duty or any other fees that may be levied upon delivery.
* You will need to check with your countries local postal service to find
out what if any of these fees you will be responsible for, we have no way of
knowing before hand.
* Delivery times can be delayed if your order is stopped while passing
through customs when entering your country, we do insure all orders however
know that we cannot file a claim until 45 days have passed since the package
was mailed
* All items shipped via US Postal Service are not trackable, we give you a
confirmation number however it will simply state if/when it has been
delivered, it will not be updated in real time during its journey.
* International shipping costs associated with returns and exchanges to
and from the customers country are to be paid for by the customer, CoolPC,
Inc dba Coolerguys.com are not responsible for any additional fees.
Can I pick up my order if I live locally?
- Yes you can, to do so please place your order online and
under shipping method select "Will Call", as soon as the order is
available for pickup we'll email
you or if you'd like us to contact you via phone please let us know by
leaving a comment on the checkout page.
Most orders placed before Noon will be available for pickup the same
day
however it is not guaranteed.
Important Note: Not all
our items are warehoused locally and available for Will Call, if there are any items on your order not available we will contact you when your order is received..
Map
to our location
Our Will Call hours are 9:30AM-12:00PM and 1:00PM-4:00PM Monday through
Friday excluding holidays.
What
is your return policy?
- You have 30 days from the purchase date to return
products for a refund or replacement, after that time you must contact
the manufacturer, there are a few exceptions.
1.We do not accept the return of any watercooling parts, you must
contact the manufacturer direct for any service.
2. Some manufacturers handle all replacements direct, if you happen to
have
such a product we will respond to your RMA request with their contact
information.
Before returning any product, you
must fill out our RMA form
Once you have received an RMA # please make sure the number is on the
shipping label and/or box and a copy of the RMA correspondence is
included with the return, not doing so will only delay the process.
Shipping and order
processing charges are NON-REFUNDABLE
and no COD returns will be
accepted under any circumstances.
All RMAs returned for a refund are subject to a 20% restocking fee. All
items returned MUST be in re-sale able condition
and include all applicable
hardware and parts that shipped with the product to receive any refund.
If the items returned are not in like-new condition, the item will be shipped
back to the purchaser and refund will not be issued. Partial
refunds and credit will not be given under
any circumstances.
Hardware sent back to CoolerGuys which claims to be defective will be
tested and verified before a refund is given. If the unit is not
defective it will be sent back at the customer’s expense.
International orders: When my package was delivered I was asked for additional
fees to get my order. I thought I had already paid for shipping when I
paid for the order?
- When ordering from Coolerguys.com, you are the importer of record and
must comply with all laws and regulations of the destination country. Orders
that are shipped to countries outside of the United States may be subject to
import taxes, customs duties and fees levied by the destination country. The
recipient of an international shipment may be subject to such import taxes,
customs duties and fees, which are levied once a shipment reaches your
country. Additional charges for customs clearance must be borne by the
recipient; we have no control over these charges and cannot predict what
they may be. Customs policies vary widely from country to country; you
should contact your local customs office for further information. See our
Customer Service page
for all our Terms and Conditions on International shipments.
Where
can I find more information on your company policies?
Some of the Measurements are in inches and some in Millimeters how do I convert
them?
- Use this handy dandy conversion chart for
quick reference. Don't forget the carpenters golden rule
"measure twice and cut once!"
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