Here you can find some of the most requested questions to our customer service.

If you can not find answers to your questions, you can contact us by sending an email to info@coolgear.eu, using the contact page or through the customer support chat at the bottom left of the page.

Is there any tracking number for my item?2018-08-25T17:40:14+02:00

Not all the shipping method will provide a tracking number.

If the shipping method you will choose in the shopping cart provide a tracking number, we will send it to you as soon as we will ship the item.

If the shipping method you will choose in the shopping cart don’t provide a tracking number, please do not worry about it. You will receive the package normally. If you are worried about your product will be lost in transit, I suggest you choose China Post Registered Air Mail or DHL (is available).

Will you ship to my country?2018-08-25T17:36:38+02:00

All the shipping options and methods will be sometimes specified in the item description or for sure in the shopping cart (one list for each item).

Which payments methods do you accept?2018-08-25T17:43:51+02:00

We only accept PayPal and Stripe (Credit Card) as payment methods.

We put great attention on security; we use all the safety standards to prevent hackers intrusions (SSL certs, antivirus, antimalware, etc…); these payment services, in addition to guarantee extremely reliable standards of protection, provide their users with programs to protect against fraud and purchase insurances.

To read more about PayPal and Stripe you can refer to our payment page or on their respective websites.

Are the product photos real?2018-08-25T17:23:03+02:00

Yes, All the photos displayed are 100% real.and photos are all taken by ourself. But maybe there are some color shading because of monitors.

What if I will change my mind?2018-08-25T17:03:57+02:00

We do not allow refunds or exchanges because of change of mind. Please read all description provided as a guide before you bid.

What if I receive a wrong item?2018-08-25T17:04:56+02:00

While every step has been taken to ensure that we ship out correct item, there will be occasion when you receive items that are different from the description. In such case, we ask that you contact us immediately so we may remedy the situation.

In case you received a wrong item, Items must be returned in its original and unused condition & must also be in its original box and packing.

Which is the returning time limit?2018-08-25T17:01:53+02:00

In case you received a defective item, the customer has up to 14 days from date of receipt to request for refund or exchange for a new one.

How long will it takes my package to arrive?2018-08-25T16:59:54+02:00

You will find the approximate delivery times on the shopping cart when you will be able to change every single shipping method for every item in your cart. As a rough indication you can refer to the followings:

  • Standard Service takes about 18-25 business days. Please note that this service (usually) is NOT trackable. If you will choose a standard shipping service that is trackable, we will send you the tracking URL just after the shipping.
  • Expedited Service takes about 10-15 business days. It’s trackable through the link we will send you after shipping.

The shipping time during Holiday Season (Christmas, Chinese New Year etc) could be longer than usual time. Please add another 5-10 days as a delay.

Is it possible to change shipping address?2018-08-25T17:00:23+02:00

You can change your shipping address during checkout process, on your Account Area or by mailing us before purchasing .

When will you ship my items?2018-08-25T17:34:58+02:00

We ship Monday – Saturday excluding holidays.

Usually we will send your orders in 1 to 3 days (according to you order‘s quantity) after the payment. But in case of any of the products is temporarily out of stock, we will advise you asap.

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