FAQ – KEEP COOL US

Orders & Shipping

After you place an order on keepcoolus.com, you will receive an email notification to the email address you provided while placing the order. Please check your junk/spam folder in case our communication was filtered.

The Order Confirmation email you receive does not confirm your order is being fulfilled and shipped. Once your order is fulfilled and on its way, we will send you a Shipment Confirmation email to confirm. If we cannot fulfill your order, a customer service representative will contact you.

If you did not receive a confirmation email, kindly reach out to us at info@keepcoolus.com or Contact Us page with your name, phone number and item list that you purchase.

To make a change to your order, please contact us at info@keepcoolus.com immediately after the order has been placed. We will do our best to accommodate your request.

Please contact us at info@keepcoolus.com with photos of the items you received and the packing slip in the box, and we'll assist with getting the right products to you.

Orders will be shipped 2-3 business days after payment has been processed. If you make an order on Friday, it will be shipped off the next week. Please expect some delay during public holidays.

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

It varies depending on number of items, size, weight and carrier. You can find estimated shipping cost at checkout. But we offer you free shipping if you purchase above $40.

You will receive a shipping confirmation with a tracking number via e-mail when your order ships. If you have any questions, please reach out to us at info@keepcoolus.com

Return & Exchange

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.

You can return your items within 30 days of receipt of your shipment. They must be in original condition.

Free gifts or promotional items are not returnable!

Original shipping charges are non-refundable. You are responsible for the charges of the return shipping except for the return with valid reason(wrong item sent, damaged, defective) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 working days.

Payment

KEEP COOL US currently accepts Visa, Mastercard, American Express and Discover credit cards. Payment can also be made via PayPal, GooglePay or ApplePay.

Other

You can contact us through our contact page! We will be happy to assist you.

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