FAQ

Quick Links

International Questions

Do you ship to foreign countries?

We are sorry, at this time we do not ship internationally.

Can I use an international credit card even though I live in the US?

We do not accept international credit cards as of right now.

PayPal Questions

How do I make a payment to you with PayPal?

• Select the PayPal payment method on our billing page
• Do not enter an expiration date or credit card number because they are not needed
• Login to your PayPal account at www.paypal.com
• Select the Send Money tab
• Enter in the Recipient's Email text box
• Enter the total amount of the order (shipping and subtotal) in the Amount text box
• Enter the order number in the Subject text box
• Select submit

I made a PayPal payment but my order was cancelled.

This is probably because you did not use your verified PayPal address as a shipping and billing address for your order. Please make sure that you use your verified PayPal address. All PayPal orders that have incorrect addressess will be cancelled . Any cancelled order will be credited back to the account that the money was received from.

Product Questions

Do you price match products with other websites?

We do not match prices. Many competitors will sell something close to their cost of the product to draw you to their sites. 95% of our orders that are received during business hours will ship within the same day. Most sites don't come close to that. We believe in competing on quick and quality service.

Do you have a product that is not listed on your website or can you get it?

All products we carry are listed on the website. We do not special order but are interested in what our customers are looking for. Please give us an email and let us know of products you would like to see us carry.

I read your review, bought the product and it does not perform like you said it would.

We test products with a few measured variables. There are plenty of variables that go into cooling. We cannot control these variables. The tests we perform are just a guide for our customers and are not to be taken as fact.

How do I know an item is in stock?

If an "Add to Cart" button is visible than the item is in stock. We remove the ability to order when item is out of stock.

If an item is out of stock, can I be put on a waiting list or make an order and have it shipped when the item is back in stock?

Items are listed out of stock normally because the manufacturer has run out stock. We can take the order if we know when the item is coming to us, otherwise we would have to put you on a waiting list.

Ordering Problems

The shopping cart does not store items that I place in it.

Our shopping cart uses cookies to store your items. If cookies are disabled on your browser or your browser does not support cookies, then the shopping cart will not work properly.

I was not emailed a confirmation email or a tracking number.

Our site is fully automated. The email address that you enter is the address that the website sends a confirmation with tracking information to. If you did not receive a confirmation email then the most likely cause is that the entered email address has a mistake in it.

Shipping Questions

How soon will my order ship?

Orders ship normally within 24 hours. This depends on the amount of packages we have to process and the stock of the items. This does not include weekends or holidays. We ship on a First In First Out (FIFO) basis. We do not give special priority to our next day or second day customers.

Can I make a change to the order once it is shipped?

A change can be made to an order but we must receive the notification immediately either by email or phone. We process our orders very quickly and once your order is on the shipping dock we cannot stop it from being shipped.

Why does my package take longer than 3 days to reach me if it is shipped USPS?

This is a problem with the United States Postal Service. They advertise that it takes 2-3 days to ship a package but in actuality it can take 2-5 days and sometimes 5-7 days to reach the East Coast. If you call the Postal Service they will not guarantee that Priority Mail will reach its destination in 2-3 days so we cannot either.

My packaging hasn't arrived and I shipped it USPS Priority, can I get another order sent to me?

10 days must pass since the package shipped. After 10 days we can start looking into the matter. 30 days must pass before the Postal Service allows us to fill out a tracer to find the package. Therefore, we can only do a cross ship until 30 days pass. A cross ship is where we charge you for another order and ship it, then refund the cost of the original order when it is returned to us. Note: Packages refused or not delivered are returned to us by the Postal Service in about 15 days.

I have a tracking number and all it shows is that my package was shipped?

USPS does not provide a tracking system in which you can track your package from location to location. It only indicates when your package was delivered to you. This is why they use the term "Delivery Confirmation" . If you would like to follow your package please choose UPS.

I shipped UPS and my package did not arrive on time, can I get a shipping refund?

Shipping refunds are only given when UPS confirms that there has been a delay in shipping that resulted from their negligence and they issue a credit back to casecooler.com. This verification can take up to 14 days. Once we receive confirmation that UPS will refund the shipping cost, we will debit your card back for the amount of the refund. We can only refund shipping if UPS gives us a refund.

Shipping Questions

Can I ship to an alternate shipping address?

The only way you can ship to an alternate shipping address is if the address is listed on your credit card and we are able to verify it.

The alternate shipping address is listed on my credit card but CaseCooler.com still won't process my order?

We must be able to verify with your bank that there is another address on your credit card. If the bank has a policy against giving out your information we will be unable to verify the address. To verify a second address on a credit card, we must call the issuing bank. At this time, there are no electronic alternate address verification systems. If we are unable to reach someone at your bank who can verify your address, then your order will not be processed.

I used this card 100 times and never had a problem with address verification.

Most Internet sites on the web will not call a credit card company to verify an address even though they say their policy says they will. Our customer's security, as well as our own, is the number one priority to us; therefore, we take the extra steps to ensure we can do all we can to protect it. No system is perfect, our system is not always up to date with debit cards and recent address changes. We will notify you of an invalid address and request your bank phone number. We will then call your bank and verify your address.