Contact Us  1-855-566-5482

FAQ

FAQ

How long does shipping take?

  • Averages about 14-25 days (fluctuation due to overwhelming demand) Unless shipped from our USA Warehouse (Will say in Product Description) then 2-5 Days (USA Only)

When do you ship the orders from your fulfillment center?

  • After you have placed your order, please allow up to 3 business days to have your purchase processed. 

Where is my order being shipped from? Where is your fulfillment center located?

  • We are an international company and we have multiple warehouses worldwide but our main fulfillment center is in USA and Hong Kong

I ordered 2 items but only received 1 item... Where is the rest of my order?

  • If you ordered multiple/different products from our store, you may receive more than 1 shipping package. (this is done for more efficiency and faster shipping times since we have multiple warehouses worldwide)
  • If you ordered many of the same products, then you will usually receive it all in 1 package.

Why does the shipping status show that the shipping status is ‘currently unavailable’?

  • Once the parcel is shipped, it usually takes another  5-6 days for the tracking status to show up correctly on the tracking number.
  • We don’t know why there is a lag time between postal services updating their systems, but we assure you that the items will be in the shipping stage and on their way. We recommend you check back in a few days.

I didn’t receive an order confirmation email.

  • Every order is automatically sent a confirmation email. Please check your spam or junk folder.
  • If still missing, just contact us and we'll send you a brand new email confirmation.

Do You Provide Tracking Information.

  • On request we provide tracking on all our orders. Just send us an email to support@thekoolkatch.com, and one of our customer service team members will reply within 24-48 hours.

Missing Package: Tracking says delivered but didn't receive it yet.

  • If it’s our fault we will send you a new item.
  • If it’s the buyer’s fault, buyer will be responsible for the claim
  • If we've confirmed with the post office and shipping carrier that the item has been delivered with a specific date, time and location. We are not responsible for missing claims.
  • If the missing package is due to package thieves, we'll be happy to ship you the same order again for 30% off the price tag you bought
  • If our shipping carrier or postal office cannot confirm the item was delivered. We'll usually just send you the item again.
  • Please contact us for more details so we can find out the best solution for you.

Tracking says delivered to a wrong address

  • We deliver to the exact address that was given to us, normally this doesn't happen because 99.99% of our products are updated with the correct tracking number
  • It may be that the system had updated the wrong tracking number into the system. In that case, we’ll send you the correct tracking number so you can check the current status of your correct tracking.

How secure is my personal information?

  • TheKoolKatch uses industry standard privacy protection. We don't sell, lease, or distribute any personal customer information.
  • Your sensitive personal information will be kept securely with us offline.

CANCELLATION POLICY:

THEKOOLKATCH STRIVES ON CUSTOMER SATISFACTION AND IN DOING SO, WE DESCRIBE EVERY ITEM TO A "TEE", (i.e. sizes color etc) IN THE HOPE OF GETTING YOU THAT UNIQUE PRODUCT THAT YOU ARE LOOKING FOR

All sales are final upon placing the order. We are unable to cancel your order once it has been processed and/or shipped. Please make sure that you have read the added information regarding sizing and measurements of products.

However, If you decide to cancel your order (within 24 hours after purchase timestamp) BEFORE it has been processed and/or shipped.. you may be granted a refund but you will be charged a 20% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.

Anything beyond that time frame is not part of our policy because the product will have been shipped out from the warehouse.

INVALID REASONS:

  1. Buyer no longer wants the items - this is the most common example which we cannot honor if we want to continue offering great value at thekoolatch. The buyer should make sure he or she wants to buy the items and has checked the description thoroughly (sizes, color etc) before submitting an order, not after.
  2. Buyer found items cheaper somewhere else - Buyer should be confident that he or she is ready to pay the asking prices before submitting an order.
    After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.

REFUND POLICY:

Refunds are only given if there is a defect and/or item is broken or if item has not been received past the 5 weeks due to a clerical error on our side. We will be responsible for every mistake on our side. We will on the odd occasion issue a refund on a case by case situation, but will deduct the cost of shipping from the refund payment for each item.  If you have any questions or if you qualify for a refund, please contact us at support@thekoolkatch.com 

We implement this rule strictly because of the nature of our business. We provide “on demand” products which mean that when a customer orders, we manufacture the product then fulfill it. The order made by the customer serves as an agreement, a binding contract which tells us to manufacture what the customer wants to receive, thus making this rule fair to both parties.

We offer replacements for any items that may have been received as defective or damaged. If you need to exchange it for the same item, send us an email at support@thekoolkatch.com

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

 

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only exchange items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@thekoolkatch.com and you can send the item to 706 E Baker Ct High Point, NC 27263 the item must be unused and in the original package and please enclose proof of purchase

Shipping
To return your product, you should mail your product to: 706 E Baker Ct High Point, NC 27263
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.