Customer Service / FAQ

Unfortunately once an order has been placed we cannot add/remove products or adjust the shipping, you will need to contact us in order to cancel your order and you will need to place a new one. Please check the status of your order before requesting a cancellation, we cannot cancel an order once it has been processed and 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.

If you need help locating your order please contact us

We try our best to get all orders out the same day Monday through Friday. We usually will be able to ship same-day any USPS priority orders placed before 12pm Pacific Time and UPS expedited (including next day, two-day, and three-day) orders placed before 1pm Pacific Time. We will contact you (Monday-Friday) the day you placed your order if your order is not able to go out on time. FedEx and DHL orders may take up to 48 hours to ship. Not all items are shipped from our main warehouse in Kirkland, Washington. Please contact us to confirm when your order will ship if receiving date is imperative. 

Customs, Duties, and Taxes

You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from Coolerguys.com, the recipient is 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. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Limitations

For products shipped internationally, please note that any manufacturer warranty may not be valid; manufacturer service options may not be available; product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements; and the products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate). You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from Coolerguys.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

International returns and exchanges to and from the customer’s country are paid for by the customer. Charges will not be paid by Coolerguys.com.  Any verified defective or damaged items will be replace or credited to customers account at our discretion.  International shipping fee are estimates and can be adjusted  prior to shipping due to actual costs incurred by us. Additional fees for actual shipping cost or cancellation my apply due to shipping costs beyond our control.