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.
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.
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
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.
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.
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.
International Shipping Through Bongo Now Available! (Optional for
Canadian orders)
We have partnered with Bongo International to service our customers
Worldwide!
Bongo International provides our customers with their very own US address. Once you have a US address, you will be able to make purchases with us as well as other US based online retailers. Bongo receives your purchases and logs them into their online system which you can use to view your items and consolidate them with multiple orders.
International customers can save up to 82% off typical international shipping rates by following these four easy steps:
Register with Bongo and receive a U.S. shipping address.
Enter the Bongo address as both your billing and shipping address.
Use the credit card that you have on file with Bongo as the payment method.
Once the order arrives at Bongo, log into your account to forward to your country.
If you have any questions, please feel free to contact Bongo through live chat or by e-mail. They will be glad to assist you.
Click Below to Get Started:
International
Shipping is also available through our Amazon Web-site. It is located
at www.coolpc.com.
The site is setup to handle International credit cards subject to Amazon
approval and direct shipment
quotes for most of the world. These are the same products
available on Coolerguys.com.
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.
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.
Our customer service
page offers a lot of information on our company policies and contact
information. If you are unable to locate what you need there please
send us an email using our
Contact Us Form and
we will respond in a timely manor.
