CoolPC, Inc DBA Coolerguys.com
11630 Slater Ave
Kirkland, WA 98034
M-F 8:00am - 5:00pm PST
For a list of common problems and answers check out our Frequently Asked Questions before contacting us.
Questions: Please contact us Here
Payment methods accepted
Credit Cards: We accept Visa, MasterCard and American Express. All Credit Cards orders are verified for fraud. Delivery to an address different from the card-holder's billing address must be approved in advance and might cause delay or cancellation of the shipment. Our fraud detection system may flag orders placed from an IP address that's a significant distance from the shipping address or orders that display other common characteristics of fraud; these circumstances may require additional forms of authentication and delay shipment. There are no surcharges for the use of credit cards.
Paypal: We only accept orders from Verified and Confirmed Paypal accounts.
Cash: We accept cash for will call customers.
Note: International or Non-US bank issued Credit cards will be accepted at our discretion.
Domestic Shipping Information US and Canadian customers
Most orders are processed within 24 hours and are checked frequently Monday - Friday. Priority orders placed by 12PM PST are usually filled the same day. Some items may contain language with additional processing times. You will be contacted if any items you ordered are no longer in stock.
USPS: We offer USPS First-Class and Priority shipping options, please be aware that USPS does not have the same tracking as UPS and is not real time, it is a delivery confirmation and will only show when the shipment was generated and delivered. Orders selected to ship via USPS services may ship via UPS Ground if USPS is not available for the product or shipping location
Verification: Orders shipped to an address not listed with credit card company may be delayed subject to verification. PayPal payments must be confirmed and shipping address verified
Shipping Times: UPS Map of Times in Transit Click here First-Class mail can take 2-7 business days and Priority Mail usually takes 2-4 business days.
Canadian Customers: Orders shipped via UPS Standard are subject to a UPS brokerage fee which is currently a minimum of $40 USD. This is collected at delivery time. We suggest US Postal to Canda for Canadian orders.
Military: As a courtesy to our Military personal we will ship by US postal service to an APO or FPO. Be advised that US Postal Costs on large orders can be more expensive then comparable UPS shipping. Choose "APO-FPO" Shipping option for Military orders.
Will Call pickup: Purchase on line and select "Will Call" as the shipping method and we'll email you when it is ready for pickup (usually next day).
Note: Not all our items are warehoused locally and available for Will Call, if there any items on your order not available we will contact you asap
Map to our location
Special Delivery Instructions: We cannot give any carrier specific information on where to put your packages or whether to hold/require or not require a signature, you must contact the carrier directly after you receive a tracking or confirmation number.
Tracking: Tracking information will be sent to you as soon as it is available, occasionally there is a 24-72 hour delay in sending tracking if any item(s) had to be shipped from an alternate location.
Note: Tracking numbers will be sent you through an automated e-mail system, the email you submit on your order is the email address you will receive your tracking number .
Important, carefully inspect all packages upon delivery
Shortages: All shortages must be reported within 3 days. We will not accept responsibility after that time.
Damage: If the package is damaged or opened, contact the carrier (package carrier or truck line) immediately. We can not replace damaged merchandise unless a claim has been filed.
Back Orders: Check your invoice for items not included, due to being out of stock at the time you placed your order. Back Orders are usually shipped within 5-7 days.
*We reserve the right to adjust shipping costs due to mistakes when the shipping table computers are down or for weights over 150lbs.
International Shipping Information
Customs, Duties, and Taxes
You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering 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.
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. 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 cancelation my apply due to shipping costs beyond our control.
All our new products are covered by the manufactures warranty. You have 30 days from the purchase date to return products to us via our RMA process for a refund or replacement, after that time you must contact the manufacturer. You may Contact us for assistance to locate and request RMA information from the manufacture.
Coolerguys cooling kits are covered by a two year replacement warranty for defective parts. This warranty is valid for the original purchaser only. Return of the defective part may be required.
Once your order has been accepted online we do our best to ship your order as soon as possible. In the event a change or addition is necessary please contact us to cancel the original order and place a new one when you get confirmation that is has been cancelled.
Merchandise Returns / RMA
You have 30 days from the purchase date to return products for a refund or replacement, after that time you must contact the manufacturer.
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.
Note: There are some items that cannot be returned
- Opened video card, CPU, or other heatsink kits
- Any item that has to be cut to custom lengths like hoop & loop or wire wrapping.
Also we will not accept the return of any watercooling parts, please contact the manufacturer directly
(Your assigned RMA #)
11630 Slater Ave
Kirkland, WA 98034
Shipping and order processing charges are NON-REFUNDABLE and no COD returns will be accepted under any circumstances.
In the event items are to be returned at our expense, only USPS Priority Mail (insured), UPS Ground or the equivalent will be authorized, the customer will bear all extra charges for any other shipping methods.
All RMAs returned for a refund are subject to a 20% restocking fee. All items returned MUST be in re-saleable 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 returns and exchanges to and from the customer’s country are to be paid for by that customer.
For all prices and products, we reserve the right to make adjustments or limit quantities due to errors, changing market conditions, product discontinuation, special discounts or typographical errors.
Due to Manufacture design changes and upgrades, actual products may vary from pictures and diagrams shown on the web site. We reserve the right to substitute products of similar quality and use without notice.
Seller hereby expressly disclaims all warranties either expressed or implied of merchantability or fitness for a particular purpose. This disclaimer by the seller in no way affects the terms of the manufacturer's warranty, if any. Title to goods herein being purchased is retained by the seller until goods are paid for by the purchaser in full at which time title passes to the purchaser. If goods herein being purchased are being purchased for purposes of export, purchaser must obtain from the Federal Government certain export documentation before shipping to a foreign country. In addition, manufacturer's warranties for exported goods may vary or even be null and void. Any and all liability is valid only up to the value of the goods purchased
Counterfeit products have been growing as a larger concern as e-commerce continues to attract more unscrupulous sellers from around the world. Our team at Coolerguys strives to sell to our customers only the highest quality products. We ask for written documentation of authorization from any manufacturers or distributors that we buy from. We maintain traceability to the OEM when purchasing from such suppliers, including manufacturers Certificates of Conformance, for required retention periods.
Please contact us if you believe that you've received a counterfeit product or part. We will conduct an investigation, report findings, and potentially escalate to relevant manufacturers, customers, and regulatory authorities.
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Local & Fax: 425-821-6400