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FAQ

Q: When will my order ship?

A: e strive to ship all orders placed on business days before 10:00 am PST on that same day. Orders that cannot be shipped on the same business day or orders placed during weekends or holidays will ship on the following business day..

Q: Which shipping providers do you offer?

A: By default, all orders placed with MyCoolCell will ship via Fedex unless otherwise specified. UPS, DHL, Freight Forwarding and Trucking services are available upon request. Please ask you sales representative for complete details.

Q: How much does shipping cost?

A: Shipping costs vary depending on the shipping method you select, the total weight and size of your order and your destination address. For your convenience, a shipping cost estimate is provided in your shopping cart for all available shipping methods. Unless you select otherwise, all orders are shipped via Fedex ground.

Q: How long will it take for me to receive my order?

A: When checking out, you will have the option of selecting the shipping method for your order. A UPS time-in-transit map will illustrate how many days a ground package will take to reach your location.

Q: Do you ship internationally?

A: At this time, MyCoolCell only ships within the 50 United States, its territories, and Canada.

Q: Where's my tracking number? How do I track my order?

A: Once your order ships, an invoice with a tracking number(s) will be emailed to you and also available to you on-line within the "My Orders" section of your account. You can track the status of your order on-line by clicking the "Track My Order" link that is available within the order information of every order you place.

Q: What is your return policy?

A: Unopened products can be returned for a refund and/or exchange within 15 days of delivery. A restocking fee of 25% will be applied to all non-defective returns. Please note that shipping charges are not refundable.

Q: How long will it take to process my exchange/return?

A: Exchanges are processed and shipped within 5 business days from when our warehouse receives it. Please note that exchanges are subject to the shipping charges incurred to and from our warehouse. Products returned for refund will receive a store credit which can be viewed on-line within the "My Account" section. Store credits are automatically applied to the balance of your next order.

Q: What kind of warranty do you offer on your products?

A: All of our aftermarket products include a 90-day limited warranty against manufacturers defects. All brand name/OEM accessories are subject to the warranty offered by the manufacturer and must be taken up directly with the manufacturer anytime beyond our 15-day return/exchange policy.

Q: What payment methods do you accept?

A: What payment methods do you accept? A: We accept Visa, MasterCard, Discover, American Express, and PayPal. Please note that all new credit card transactions must complete the Authorization form, along with the necessary documents. PayPal transactions are subject to a 2% convenience fee. We also offer financing through Behalf and Net Terms, for well-qualified customers.

Q: Is my on-line order secure?

A: Yes, we guarantee all orders placed on the MyCoolCell.net website are 100% safe and secure using industry standard SSL Technology which encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet.

Q: How do I know which warehouse my products are shipping from?

A: Next to every product we offer is a "Blue Map" icon indicating it's a California Warehouse item or a "Red Map" icon indicating it's a Texas Warehouse item. Also, at time of checkout you will be prompted to select a shipping method for items shipping from each warehouse separately. Please note that each warehouse is subject to its own shipping, handling and COD fees.

Q: Do you require a minimum order?

A: Yes, a minimum order of $50 is required to check out from either warehouse. You are not required to order from both warehouses, but if you do, each warehouse is required to meet the $50 minimum. This policy ensures you get the most value out of your shipping charges.

Q: Will my order save in the shopping cart if I log out before I finish?

A: Yes, for your convenience you are able to build an order over multiple visits to our site using different devices such as computers, tablets and smart phones. You can also build a "Wish List" for a future order you are not ready to place and transfer items to and from the wish list into your shopping cart.

Q: How do I view my past order history?

A: Once logged into our site, select the "My Orders" tab on the left side navigation to view complete information on all your past orders history.

Q: How do I update and/or edit my billing or shipping address?

A: Once logged into our site, select "Address Book" to add, edit and delete billing and shipping addresses.

Q: How do I update and/or edit my credit card information?

A: Once logged into our site, select "My Credit Cards" to add, edit and delete credit cards. Please note that MyCoolCell is PCI compliant and we do not store credit card information.

Q: Do you offer a printed catalog?

A: Due to the consistent and rapid release of new products to market and our daily product updates and additions, it’s nearly impossible to maintain a printed catalog that can stay up to date. We offer our website as our on-line catalog with real time product offerings, inventory, and pricing and state-of-the-art account management tools to make your shopping experience as pleasant and efficient as possible.

Q: How do I view my past order history?

A: Once logged into our site, select the "My Orders" tab on the left side navigation to view complete information on all your past orders history.

Q: How do I update and/or edit my billing or shipping address?

A: Once logged into our site, select "Address Book" to add, edit and delete billing and shipping addresses.

Q: How do I update and/or edit my credit card information?

A: Once logged into our site, select "My Credit Cards" to add, edit and delete credit cards. Please note that MyCoolCell is PCI compliant and we do not store credit card information.

Q: Do you offer Drop Ship?

A: Yes, as long as the order meets the minimum amount. However, this feature must be approved by your account manager.

Q: Do you offer planograms?

A: Yes! We are here to help you every step of the way. Please provide us with more details so we can custom tailor to you.

Q: Are you integrated with any POS Systems?

A: Yes, we are currently integrated with iQmetrix, RepairQ, B2B Soft and RTPOS. We are still in the process of finalizing the setup for other POS systems. Check with your account manager for updates.

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