Cooltan Customer Service

 


Are my items in stock?

We do our best to update the website regularly to keep size selections limited to items actually in inventory. This means that if you can order an item on our web page, it should be in stock. However, during the spring and summer months, inventory levels change rapidly. In the event that you order an item which is out of stock, we will email you and notify you.

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What about backorders?

There is no additional cost to ship backorders. There is only one shipping & handling charge per order and it is charged when your first shipment is sent. Additional shipments are shipped at no additional cost.

Backordered items are shipped as they become available. You will be notified via email if one or more items are going to be delayed beyond the original target date.

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What are my payment options?

We accept Visa, MasterCard, American Express and Discover online. You may also place your order by printing our order form and mailing it to us with a check or money order enclosed. Please be aware that orders placed with personal checks require an additional two weeks to process. For your security please do not send cash.

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Is it safe to use my credit card?

Yes, shopping at Cooltan online is safe. Our secure server software encrypts information, ensuring that Internet transactions stay private and protected. We use Secure Sockets Layer (SSL) technology, considered the gold standard in Internet encryption technology, to protect the security of your credit card information as it is transmitted to us.

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Where can I enter a coupon or promotional code?

Occasionally we offer coupon or promotional codes to our customers. To use one of these codes, please enter the code on the “Payment” page of our checkout process. If you place your order over the phone, please inform the customer service agent that you have a code. Only one coupon code may be used per order.


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SHIPPING & HANDLING AND RETURNS



How much do you charge for shipping & handling?

Domestic Shipments:

  • All U.S. orders -
    • postage for standard shipping is $6.95 plus $1.00 per each additional suit/shirt
    • in-stock items are expected to arrive within 5-8 business days via USPS Mail

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International Shipments:

  • Australia, Austria, Belgium, Canada, Denmark, Finland, Great Britain, Netherlands, Norway, Sweden,
    and United Kingdom -
    • shipped via USPS (United States Postal Service) International Mail
    • shipments have a shipping fee of $8.95 + $1.00 per each additional item
    • most shipments usually arrive in 9-18 business days
  • All other countries -
    • shipped through a forwarding company called Global Checkout
    • shipment prices vary as they ship via DHL or FedEx (to find out more about shipping costs, please contact them at customerservice@globalcheckout.com)
    • most shipments usually arrive within 9-18 business days

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When will my order be shipped?

In stock orders are shipped out 2 to 6 days after purchase, excluding holidays. Out of stock orders will be notified by email about the out of stock situation, and will also be contacted once the item(s) is in stock and ready to ship.

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Where is my email confirmation?

You will receive your email confirmation within 24 hours of placing your order.

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How can I track my order?

We will notify you via email your tracking number so that you can track your package wthin 24 hours of your order being shipped. Packages take 2 to 6 days to process and ship out. To insure that you do get your shipping confirmation email, please save the email address service@coolware.net to your address book so that your email will go to your inbox and not your spam folder.

Note: For Canada orders, tracking may appear to be in LA for an unusually long time but that is because they are being cleared by Canadian customs.

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What about international orders?

International Shipments -

  • Australia, Austria, Belgium, Canada, Denmark, Finland, Great Britain, Netherlands, Norway, Sweden, and United Kingdom-
    • shipped via USPS (United States Postal Service) International Mail
    • shipments have a shipping fee of $8.95 + $1.00 per each additional item
    • most shipments usually arrive in 9-18 business days
  • All other countries -
    • shipped through a forwarding company called Global Checkout
    • shipment prices vary as they ship via DHL or FedEx
    • most shipments usually arrive within 9-18 business days
    • payment will be processed by Global Checkout and your credit card or bank statement will reflect a charge from Global Checkout.
    • contact information: You can contact our Global Checkout partner for all questions regarding payment, duty and tax, shipping, order status, tracking information via their customer support at customerservice@globalcheckout.com.

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What is the Cooltan return policy?

Our 100% guarantee ensures that every Cooltan Tan-Through item you purchase makes you happy. If you are not satisfied with your purchase, we will make it right. Included in all domestic orders is a prepaid return label for your return until you get the right size. You may return merchandise within 60 days for an exchange or refund. Make sure the hygienic liner is still attached to the women's bottoms or returns will not be accepted. Credits or charges due will be issued to the original credit card. The initial shipping charge is non-refundable. Returns for refund of unworn merchandise after 60 days can still get an online store credit.

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How do I return something?

You will find a return and exchange form enclosed with your order. To return an item, just mail it to the address shown at the upper left corner of your packing list. Please be sure to tell us who you are and whether you would prefer a refund or an exchange, and allow 5 business days for your exchange, and 10 business days for your return to be processed. Initial shipping fees as well as return and exchange shipping costs are not refundable. If you no longer have your return form, you can print one out by clicking here.

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ABOUT PRIVACY



What about my privacy?

We are committed to protecting your privacy. View Privacy Policy here: Privacy

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What are cookies?

A cookie is a small piece of information that web sites use to remember information about users. We use transient cookies to provide continuity from page to page. They do not contain any personally identifying information.

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Copyright © Coolware Co Inc. 2018