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 has my order not 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.
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 2pm
Not all items are shipped from our main Kirkland, WA warehouse, some (~1%) 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 during checkout and we will do our best to have it go out that day, if we are unable to we will contact you as soon as we can.
Why don’t you answer your phone?
We are a small staff and often times we are on the phone with other customers or helping walk-ins, if you leave us a message we will return your call as soon as we can (usually within 30 minutes during business hours)
Why was I charged twice for the same order?
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. Most authorizes drop off in 24-72 hours or when the charge is made once the order ships, if for some reason it does not please call your bank or credit union to have it removed.
Do you offer International shipping?Full Shipping Policy
Yes, we offer UPS and USPS services to a number of International locations listed below, if yours isn't listed feel free to contact us about it
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..
Our Will Call hours are 9:30AM-12:00PM and 1:00PM-4:00PM Monday through Friday excluding holidays.