FAQ (Frequently asked questions)
All products you ordered and have paid for are reserved for your order. Even if the stock level should fall below 0 before your order is posted it will not affect your order.
How to Change My Delivery Address?
Please contact us as soon as you realize you need to change the delivery address, as once it is shipped we cannot change the address. Contact Us Now.
Do Your Listing Prices Include Tax?
None of our product pricing includes tax. However, it is your responsibility to pay any fees charged by your local customs or postal office, should they be incurred.
What Countries Does Coolerhobby Deliver to?
We can deliver orders to most countries in the world. Goods are sent from China by courier, and delivered direct to your door. Please check LOCATION WE SHIP TO to get more details.
Order still 'Processing'
Provided your products are in stock & we are not experiencing unusually high order volumes, the package will be sent within 48hrs except for weekends.
However, if you purchased an item that is on 'BACKORDER' your parcel will be held until that item has arrived in stock. Replenishment of BACKORDERS items is 30 days but no guarantee.We will inform buyers after 15 days if still out of stock.
If you order multiple items, the order will be shipped seperately, and items in stock will be sent first. Then when the others are in stock they will be sent separately to you.
We deals directly with factories, this keeps our price lower though it means stock can sometimes be out due to factories lengthy lead times. Please log into your account on the front page by clicking "My Account" at the top left to check your order status.
My Parcel has Not Arrived
We can understand the frustration associated with a late parcel.
A late parcel may be cause by any reason within the either countries postal system. If it dispatch from our UK ware house, you may receive it within 10 days. The usual delivery time for a Standard Air Mail item is 10-30 days and an express item is 5-14 days from China. But the actual delivery time may be effect by many factors beyond our control once parcels leave our facilities. Please understand that we have no control over customs or your countries postal system. Refund can be asked 2 months after delivery if buyer has not received the goods.
Before you contact us regarding a late parcel, please check with your local post office. In most cases parcels that do not arrive at your home are waiting for you at the post office for collection.
Once we have filed a missing parcel from post office (We can do this after 45 days from shipment) and we have a response (no later than 60 days) from your countries postal authority, we can then replace your parcel.
We do not refund or replace parcels that did not arrive because they were not picked up in time or sent back to us and lost in transit or have the incorrect address.
Missing a Manual
Sometimes we made a mistake and the manual was not put in the box. Please contact us. We'll give you a link where you can download it. Currently we only offer English manuals for all our products.
If there is Some Problem Receiving the Delivery Due to Customs
Sometimes order ship from China may be inspected by your local Customs office. We provide all the necessary paperwork for your shipment. Sometimes you may need to provide information to your local Customs office about the shipment you are receiving. Sometimes they will need you to provide an invoice matching the invoice that accompanies the goods. In these cases please contact us immediately and we will provide you with a PDF of the shipping invoice
Sometimes the products need to be backed up with some kind of licence or certificate. In these cases, we are generally notified by the courier and we will handle it for you. If Customs contacts you about this, please let us know first and we will help you.
If there is any duty (import tax) or other charges to pay, the courier will usually pay it first and deliver the products to you, and you pay the costs later.
For any reason, the products cannot be delivered to you due to a customs problem, we will discuss with you case by case about how best to handle the issue(s).
1. If goods are seized or turned back because of an issue that was CoolerHobby's fault, e.g. incorrect paperwork, we will re-send the goods at our own expense, or offer you full store coupon for a new order.
2. If it cause by restrictions in your own country, this is solely your responsibility, e.g. limited by local laws in the delivery destination country. Import duties, sales tax, and any other customs charges and fees, are your sole responsibility. Customer should afford these fees incurred.