HELP CENTER

Here you will find all the information you need to shop at the Cool Pop Shop and understand what to expect from our payment, shipping and delivery procedures.

– COVID 19 Update –

Last-mile deliveries are suspended in some postal areas and countries.

Please check with your local courier or local government before ordering as your parcel may be severely delayed if your postal area is affected.
As this is completely out of our control, there is little we can do, and we cannot be held responsible for these courier delays. However, we would always advise contacting your local courier for regular updates. If you have had a parcel held up, please be assured that our tracking will keep an eye on movements, and although it may take a little longer, your parcel will still arrive!

Shipping Guidelines

How much is the shipping?

We ship internationally through a standard international rate:

FREE SHIPPING TO US & CANADA

EUROPE & OCEANIA SHIPPING – $10.00 (10-25 working days*)

OTHER REGIONS – $20.00 (10-25 working days*)

*This is the average estimated time. The actual delivery time depends on each country, and current local courier situation.

All orders are processed and shipped from our Asia Pacific distribution center.

How long does the delivery take?

Please note the Delivery time = processing time + shipping time.

Average dispatch is 1-3 business days (not including weekends)

US & Canada average delivery time is 4 -10 working days.

Average international standard delivery is 10-25 working days*.

*For Standard Delivery, some countries take longer due to customs clearances and you should allow up to 28 days depending on the country.

Can I cancel my order?

You can cancel your order within 12 hours of placing your order. 
Please send us your cancellation request within 12 hours of ordering.

Once your order has been sent out, your order cannot be changed or cancelled.

 

Please double check before placing your order. 

SUBMIT CANCELATION FORM

    I entered the wrong address in my shipping details, can I change it?

    If for whatever reason you have accidentally entered the wrong shipping address, please contact us immediately to change your details. If your item has already been shipped we CANNOT change or re-route your product and you WILL NOT be eligible for a refund. It is the responsibility of the customer to ensure all details are correct before purchase. We take no responsibility for orders placed to the wrong address.

    If you have entered the wrong information please ensure you contact us within 12 hours if you wish to change it.

    Do I pay customs fees?

    International – Taxes and duties are not included in the checkout total. We ship most of our parcels straight from our distribution center in Asia Pacific. As such, Cool Pop Shop does not pay duties and taxes on parcels shipped direct from our warehouses.

     

    Any duties and taxes owed on orders shipped direct from our distribution center will be billed directly to customers by the global carrier or local customs.

     

    USA – There are no taxes or duties payable if your order is under 800USD*. Taxes are payable on orders over 800USD only.

    EU – Duties are payable over 150EUR*. These taxes and duties are not included in the checkout total.

    *For all other countries and for more information contact your country’s Custom’s Authorities.

    Return Policy

    Return Policy

    We offer a 15-day returns policy. Please contact us within 15 days with your order number and receipt, a brief explanation of why you are returning the goods and/or details.

    Non-refundable Items

    • Any item not in its original condition is not refundable. Damaged items or packages with missing parts for reasons not due to our shipping error won’t be accepted.

    • Any item that is returned more than 15 days after delivery.

    • We do not refund shipping fees for returns.

     

     

    Please read our product description carefully before purchasing.

    How to apply for a refund?

    To start the return process for your order, please fill in the Return Form and a customer service agent will get back to you with the next steps.

    Please note that if your item or parcel is damaged, please fill in the Damaged Items Form instead, so that you are able to attach photos with details.

    SUBMIT REFUND FORM

      SUBMIT DAMAGED ITEM FORM

        Return Process

        • Returned Items Inspection
        Items must be in a resellable state, in its original packaging with its labels still on. If we find that items are used, we will send back the items to your original address.

         

        • Shipping the item to be returned
        To start the return process for your order, please fill in the Return Form and a customer service agent will get back to you with the next steps.

         

        You will be responsible for paying for the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

         

        Please keep your proof of postage in case your parcel gets lost in transit. We recommend you choose a tracked service so that we can process your exchange faster.

         

        If you are an international customer, please mark the parcel as ‘returned goods’ with a value of $0 otherwise we are unable to accept the parcel.

         

        Parcels will be processed 1-5 working days of receiving the return/exchange. Please email us at hello@coolpop.shop if you have not received a notification after the processing time with proof of postage to ensure a swift exchange or refund.

         

        We do not guarantee that we will receive your returned item.

         

         • Refunds (if applicable)
        Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

         

        If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

         

        • Late or missing refunds (if applicable)
        If you haven’t received a refund yet, first check your bank account again.

         

        Then contact your credit card company, it may take some time before your refund is officially posted.

         

        Next contact your bank. There is often some processing time before a refund is posted.

         

        If you’ve done all these steps and you still have not received your refund yet, please contact us at hello@coolpop.shop.