We processes orders between Monday and Friday. Currently due to strained logistics, our processing times may vary by item purchased. We will ship out your products as soon as possible. If you would like to cancel your order if it has not shipped, you may due so from your confirmation email and order page.
Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order.
Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected.
*Please note that these are estimated delivery times only, therefore Cool Gear HQ is not guaranteeing delivery dates.
You can expect your package to arrive in 1-3 weeks.
At Cool Gear HQ we strive to make our customers 100% satisfied with the product they’ve purchased from us. If you are experiencing any shipping or products issues, and you’re feeling frustrated, then please send us an email and our team will assist you right away.
If you would like to cancel your order if it has not shipped, you may due so from your confirmation email and order page.
How do I return an item?
If you are unsatisfied with your order and wish to return it, please contact us within 7 days from your order delivery date. Each return will be manually processed by our customer service team and you will be notified if the return is approved.
Please note all returns must be in the original condition with packaging intact.
Will I have to pay the shipping fee for return orders?
Yes, all return shipping fees are the responsibility of the customer.
What if the item ordered is defective, incorrect or damaged?
Please contact our customer service team within 7 days from your order delivery date. To expedite your claim, please include photographs of the product. We will process all claims as soon as possible to ensure you receive a replacement item free-of-charge.
How long does the returns process take?
Due to the large amount of daily orders, processing returns may take up to 14 business days from the date we receive your returned item. We will notify you via email to confirm that your return order has been processed.
When will I receive my refund?
All refunds will be credited to the original form of payment. Refund times are generally issued within 7 to 14 business days after we receive the returned item. Please contact your card’s bank to inquire when the credit refund will be posted to your account. Due to varying banks, it may take up to several weeks before a credit is issued back to your account.