Shipping + Processing Information
Q. What are the shipping times?
A. We offer free tracked shipping for all our items. Please allow 2-4 weeks for delivery to the United States, Canada, United Kingdom, Australia, New Zealand and all European Union Countries. Please allow 2-6 weeks for delivery to the rest of the world. Items are usually delivered within 12 business days but there may be slight delays due to Covid-19.
Q. How long do shipments take to be delivered?
A. After you placed your order, it will be transferred to "Processing". This process can take 2-5 days to complete.
After the "Processing" phase is completed, your order will be ready for shipment. We will send you the tracking number via the email that you used when placing your order. Please keep track of which email you used when creating your order, this is the only place you can access your order information.
How do I track my order?
After we have shipped your order, an email update will be sent titled "A shipment from order #******* is on the way". You will find your tracking number and information inside this email
You have two ways to track:
1) The easiest way to track your order is to go directly to our "Track My Order" page at the top of our homepage. Enter the order number and email you used to create your order to see tracking updates.
2) You can go to the website www.17track.net/en, paste in your tracking number, and see the status of your shipment.
Tracking updates may be delays when first ordered so please be patient. See Shipping & Processing for more information.
Why is my Tracker not updating?
Sometimes orders can become delayed for various reasons. Random checks through customs, weather, postage strikes. Please note that tracking will be updated once your package gets scanned again once it moves to its next storage warehouse on its pathway to you. If your package is delayed due to external shipping companies, there is no way for us to speed this process up for you.
· Canceling An Order
I want to cancel my order. How do I do this?
Note: Once your package has been shipped we cannot and will not refund your order. All sales are final.
You will need to email us within 10 minutes of placing your order with the subject line saying "CANCEL". This will allow our customer service team to sort the emails every morning by that term to quickly let our shipping team know to cancel the order. Again, this needs to be done as quickly as possible. This is not a guarantee though, once your package has been paid for and shipped by us we will not process a refund.
· Payment Methods
What payments do you accept and in what currency?
You can feel confident in purchasing from COOLCrown Store as we accept payment via PayPal, Credit card, Debit, or VISA. So you can choose the one that best suits you. All prices are in US dollars. If you placed the order outside of the United States the prices on your statement will be converted to your currency.
Is there a payment you do not accept?
There are a select few, but the one we will run into the most is prepaid visas. Prepaid credit cards will not work on our website and for that we apologize. We are working on getting a system that will process pre-paid cards.
· Payment Error
Zipcode does not match error. Why is this happening?
This error typically occurs when the billing address entered does not match what is on file with your financial institution.
Firstly, please attempt your order again with updated billing information. Please be informed that you need to match your billing address correctly to the address which you have registered with your card issuer bank. This includes any formatting associated with applicable unit numbers, as well as requiring a full nine-digit zip code for some verification.
Secondly, be advised that every instance in which this error populates results in a pre-authorization, which will simply fall off and never post to your account. For getting better support, please contact your issuer bank to figure it out.
· Damaged Items & Returns
My product came damaged, what should I do?
At COOLCrown Store we try our best to package our products as best as possible, although sometimes, during transit, they may get damaged. If this does happen you will need to email our support team with photo/video evidence of the damage or defection of the product.
There are 2 options we can offer you:
1) We can ship you another product free of charge
2) You can return the product back to us for a full refund
If you choose the second option, please contact our support email address for return information and address.
I want to return my package because I don't like it
COOLCrown Store does not accept returned packages unless the item is damaged or defective. We apologize for this but due to our shipping method and business model it will not work. All sales are final. If you do not agree with this, please see our charge backs and the Disputes section within our FAQ.
· Wrong Shipping Address
I created my order with the wrong shipping address, what should I do?
If you applied the wrong shipping address to your order, you will need to contact us immediately with your proper address.
If your order has been shipped out already, we apologize. There is nothing we can do in regards to refunds or resending packages.
You can try calling your local postal service and with your tracking number that was emailed to try and get them to re-route the package. Since we ship from overseas you will need to wait until the package has entered your country before being able to re-route the shipment.
· Chargeback Policy
If you place a chargeback with your credit card company (on purpose or by mistake) for any order that you placed and received, there will be a $35.00 research fee charged to your account upon receiving the chargeback by our merchant provider to cover our investigative expenses to prove that you did make the purchase.
COOLCrown Store does not tolerate credit card fraud, and all fraud, without exception, will be prosecuted to the full extent of the law. In addition, we will pursue civil legal action seeking any loss of income related to the fraud, including business, legal fees, research costs, employee downtime, and loss of revenues.
COOLCrown Store considers credit card chargebacks to be fraud if you have made no reasonable effort to work with us to resolve any problems with your purchase. All frivolous chargebacks not only cost our employees time away from our usual and customary matters of conducting normal business but cost us money, therefore:
You agree that if you, the buyer, choose to do business with COOLCrown Store, and you file a chargeback with your credit card company, and you do not win the chargeback argument, you agree to pay us $35 for our time responding to the matter. You, the buyer authorize us to charge this amount to your credit card. If this charge is rejected, COOLCrown Store will pursue legal action to recoup losses for our time associated with responding to the chargeback in addition to any other fees explained above. You agree to reimburse us or any representative we may appoint for any legal expenses your actions may make us incur. We take fraud seriously. If any provision of this Agreement is deemed illegal, invalid, or unenforceable, the remaining provisions shall remain in full force and effect. The waiver of a breach hereunder does not waive any other or subsequent breach.
In the event that you win the chargeback with your credit card company, and have not returned our goods, COOLCrown Store will attempt to recover fraudulently disputed charges plus additional costs via a third-party collection agency and your account will be reported to all credit bureaus as a delinquent collection account. This may severely damage your credit rating for at least the next seven (7) years. At this point, we will no longer accept a return of the merchandise as settlement for the debt and will only accept payment in full. In addition to this, COOLCrown Store will file a report with your local police or sheriffs department, and file a mail fraud complaint with the United States Postal Inspection Service.
How safe is purchasing from your store?
We at COOLCrown Store follow the industry's best practices and make sure our store follows the current laws set for E-commerce.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
Are you able to see my Credit card or payment information?
No, No employee or owner at COOLCrown Store is able to see your credit card or payment information.
Our store is hosted on Shopify Inc. They provide us with an online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases, and the general Shopify application. They store your data on a secure server behind a firewall.
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.