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FAQ

Q: When will my order ship?

A: Orders typically ship from our Southern California facility within 24 hours from being placed. 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 account manager 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 prior to check out.

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 Fedex 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 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 will also be 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 receipt to our facility. 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: We accept Visa, MasterCard, Discover, American Express, PayPal and Behalf financing. Please note that all new credit card transactions must complete and submit the credit card Authorization form, along with the necessary documents.

Q: Is my on-line order secure?

A: Yes, 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: Do you require a minimum order?

A: Yes, first time customers are required to place a minimum order of $250. Existing customers are required to place a minimum order of $10.

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.

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: Do you offer Drop Ship services?

A: Yes, however there are minimum dollar amount requirements. Please contact your account manager for more information.

Q: Can you help us create a planogram?

A: Yes! We are here to help you every step of the way. Please contact your account manager with your requirements and our marketing and graphics team will custom tailor a plan-o-gram to fit your companies needs.

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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