Frequently Asked Questions
No, account is totally optional. With an account, you can login and check your order details at any time.
Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.
We promise your money back if the item you received is not as described, or damaged in transit.
- Items must be returned within 7 days of receipt,
- Items must be unused and undamaged,
- Items must have all tags attached and in original packaging,
- Items must be returned to our warehouse, and
- Return shipping must have tracking details.
We do not accept any return for refund after 7 days of receipt. Please follow the process as stated in our Return & Refund Policy.
We currently only accept payments by Paypal, Stripe and credit cards (Visa / MasterCard / American Express). More payment methods will be added in the future.
Our payment provider automatically and securely processes your order immediately after it is placed.
If you would like to add items to your existing order, please place an additional order. We do not store your credit card information and cannot process changes made after the order is placed.
Yes, definitely! During the checkout process you are able to enter any shipping address and specify a different billing address.
The prices displayed on our site are tax-free, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
After placing your order , you should receive an Order Confirmation email at the email address you had entered during the checkout process. If you did not receive any email, please make sure your email address is correct and kindly check your SPAM folder to see if your email was sent there.
If your email address is incorrect, please inform us at support@thecooshop.com immediately.
If you had chose to Create an Account during checkout, you can also login to your account to check your order details at any time.
You are able to cancel your order subjected to below. You must cancel your order within 6 hours after creating it for the cancellation to be applied. Please email to support@thecooshop.com with the subject line “CANCEL” and your Order number. There will be a small processing fee incurred. (as the credit card/bank does not refund the processing fees.)
Unfortunately, no cancellation is allowed after 6 hours of order’s creation time.
For more detail, please refers to our Return & Refund Policy.
Once your order is shipped, you will receive a Shipping Confirmation email with the tracking link. Please allow 3 to 5 working days for the tracking information to update. If you did not receive any email, please make sure your email is correct and kindly check your SPAM folder to see if your confirmation email was sent there.
If you have a multi-item order, each item may be shipped from a different international warehouse, depending on which one has them available the fastest. Alternatively, if an item is popular and on a bit of a back order, we might ship your items at different times, in different packages, to prevent holding up your order and to get it to you as fast as possible!
Orders are shipped out directly from our many domestic & international warehouses and they will do everything they can to get you your order as fast as they can!
Due to very high demand, please allows estimate 12 to 20 business days for delivery. (varies from product to product depending on stock availability). This does not include 1 to 3 business days for order processing depending on stock availability.
Please note that these are only estimates as there maybe circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements or delays. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.
For more detail, please review our Return & Refund Policy.
You can check on the status of your order at any time by visiting our Track My Order page or logging into your account. You may also find your tracking link in your Shipping Confirmation email. Please allow 2 to 5 working days for the tracking information to update.
You can reach out to our customer support desk at support@thecooshop.com.
All of our orders are sent with insured shipping and handling. If an order gets stuck at customs, sent back or even lost during the delivery process, we apologize! The postal service is out of our control. However, in cases like this, because the packages are insured, we will send you a new package with quicker shipping and full tracking, if possible. Please ensure that all the shipping information you have provided is correct.
Please review our Return & Refund Policy for when these might be applicable to shipping situations.
We ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.
If this happens to you, please contact us within 3 days with below info:
– Your order number.
– Pictures of the damaged product and the barcode label on the packaging.
Once received, we’ll review and be happy to send out another free of charge.
We source our products from all over the world. China is one of our many product sources.
Do imported goods from China pose a health risk?
No, experts told Fox News. It’s unlikely the virus will survive the journey from China to your front door.
“The virus on materials they ordered would not survive such a trip. Outside the body, we believe this virus only survives on [an] object minutes to an hour or so, not the days it takes your goods to travel the globe,” Patricia A. Stinchfield, vice president of the National Foundation for Infectious Diseases (NFID), told Fox News in an email.
Refererence:
https://www.foxnews.com/health/packages-coronavirus-china-safe-to-handle
We are doing everything possible to keep delivering during the Coronavirus pandemic.
However, the challenges presented by the pandemic mean there maybe delays as our business and logistics partners adopts additional safety measures to protect our people and customers. Other factors contributing to delays include fewer domestic flights, international flights delays and increased volumes as more people start shopping online.
These delays can be from a few days to weeks, and we ask that you bear with us during this challenging time. Thank you for your support and patience.
I have a Question that Wasn’t Answered, Can You Please Help?
Please feel free to send us an email at support@thecooshop.com