|Phone: 1.877.2.GET.COOL (1.877.243.8266) Hours: M-F 12-5pm||55805 fans like us!|
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Can I combine two orders to save shipping?
Unfortunately, we cannot combine orders to save shipping. Each order has a specific reference number labeled on the package(s) and it creates unnecessary difficulty in keeping track of the orders.
Definitions and Explanations of Stock Messages
In Stock, Ships Today Till 4pm EST - This item is in our warehouse and can be shipped same day if ordered by 4pm EST (does not apply to custom orders).
Out of Stock - This item is not in stock and not orderable at this time, there is no ETA for this item. Select Notify When In-Stock on the right side box if you wish to be emailed when available.
Orderable, Stock Expected to Arrive Soon - This item is currently not in stock in our warehouse, it is on order or in transit to our warehouse and will ship as soon as it is available, usually within 1 - 18 business days.
***US Shipments: for large orders we will do our best to ship all available items today and ship the remainder of your order once available with no extra shipping charges. If the "orderable" item(s) makes up the bulk of the purchase price or shipping weight, the entire order may be held until item(s) are available. International Shipments: will ship once all items are available.
How do I check status of my order?
A customer can log into our website to view the status of an order or can contact our offices to inquire about the status of an order.
I just placed an order and I didn't realize I was local, what can I do?
Customers who place their orders online can come by and pick the order up as long as we are notified not to ship the order out. We will keep the order up front ready for the pickup as payment already has been made. Once picked up, we will refund the shipping costs back to the card used. We ask customers to not make a habit of ordering online first and then calling in for a pickup.
What do I do if something is missing from my order?
We ask all customers to go through the entire box/package very carefully to verify if something is missing. For example, small items such as LEDs may simply be stuck under a box flap or inside another packaged item. Also, an item may have been drop-shipped, which may require some more time to arrive. If you are indeed missing an item from your order, please contact our offices within 7 days of package receipt and explain the situation. After an investigation into the missing item, the customer will be notified of the resolution.
What if I received something I didn't order?
If you have received another item instead of one you purchased, please contact our RMA department and explain the situation. After an investigation into the order, the customer will be notified of the resolution. Most likely what will happen is that the parts will be picked up and then the correct ones re-shipped.
Where is my tracking number for my order?
Tracking numbers are emailed to the provided email addresses of all orders that shipped that business day at approximately 8PM EST. A tracking number can also be checked if you log into our website to track an order.
Why does it take so long for my package to arrive if I ordered USPS Priority of Parcel Post?
USPS does not guarantee delivery dates on packages as UPS does. So this means that we really have no idea if a package is going to be delayed or not. This is generally why we suggest UPS over USPS because of the guarantees and quality control. If you call or email our offices and bring in a complaint of your package taking too long via USPS, we will simply ask you to wait.
Why does my order status say verifying?
The "verifying" status means your order has been received and is waiting to be processed. An order can be in "verifying" if:
1.) Your credit card verification failed and contact attempts via e-mail/phone have failed.
2.) Your phone number is invalid.
3.) Your shipping address is invalid or does not match the bill to address.
In any of these situations, our office attempts to contact the phone number(s)/email address(s) you provided to resolve any further delay. Please note that we do not ship orders without a valid email address or phone number.
If you receive an email that your orer has been placed in "verifying" we ask that you please call us.
If no contact is made the order will be canceled and your credit card will be refunded.
Can I modify/add to my order?
We will accept cancellations and additions over the phone if you can let us know earlier enough in the day. We will do this as a courtesy over the phone. Cancelling, adding or modyfying an order over email is not accepted. There is a 5% cancellation fee when cancelling an order.
When is my order going to be shipped?
We specialize in SAME DAY SHIPPING! What that means is that orders placed before 5PM EST on any given business day (Mon - Fri) and all items are in stock, your order ships that same day. If you have any questions, give us a call at 1.877.243.8266.
Please note that any customized order is not guaranteed to ship same day. This applies to any order that has sleeving, a customized case, testing or any other activity that requires the product to removed from its retail packaging and/or modified in anyway. We always try our best, and often succeed in shipping the custom orders on the same day, but unfortunately we cannot guarantee it. Monday and Friday are our high volume days, and custom orders are least likely to ship same day on those days.
What if I accidentally place my order twice?
If you place your order twice by accident, you will receive two different confirmation emails. We ask that you call our offices so we can cancel one of the orders and proceed with the other.
Where is my invoice/receipt?
A copy of the receipt is emailed directly to the address provided as soon as the order process has completed. On the receipt is the bill/ship to information, order number, pricing, products ordered and in what quantities. A customer can log into our website and view their entire order history, including a copy of the receipt. Now if a customer does not receive a receipt, then the email address provided is most likely incorrect. If such a situation arises, please log into our website and update your account profile. If you need a copy of the receipt emailed to you, please contact our offices and we will forward a copy.