FAQ
Frequently Asked Questions
Where do you ship?
Cool Supply Shop is currently set up for a United States-only launch. International shipping is paused while rates and supplier support are reviewed.
How long does processing take?
Processing time: 1-7 business days. Processing may vary by product and fulfillment location.
How long does delivery take?
Estimated United States delivery time: 1-14 business days. Delivery dates are estimates and are not guaranteed.
Will items arrive together?
Some products are fulfilled directly by trusted Shopify Collective partner brands. Items in the same order may arrive in separate packages.
How do I track my order?
Use the Track Order page or the tracking link in your shipping email. Tracking may take time to update after a label is created.
Can I cancel or change an order?
Cancellation or address-change requests must be sent as soon as possible after placing the order. Changes are not guaranteed once fulfillment begins.
What should I do if my address is wrong?
Contact support as soon as possible with your order number, correct address, and checkout email. If the order has already shipped, address changes may not be possible.
What happens if an item is damaged?
Contact support promptly with your order number, photos of the damaged item and packaging, and a description of the problem. Keep the packaging while the issue is reviewed.
How do returns work?
Return eligibility follows the store Return and Refund Policy. Contact customer support before returning any item. Returns sent without authorization may not be accepted. Return request window: 30 days.
When will I receive my refund?
Approved refunds are submitted within 5-10 business days after delivery. Your bank or payment provider may take additional time to post the refund.
Which payment methods are accepted?
Checkout QA showed credit cards, Shop Pay, and PayPal. Apple Pay and Google Pay may appear on supported devices and browsers.
Why might products ship separately?
Some products may be fulfilled by third-party suppliers, Shopify Collective partners, or different fulfillment locations.
How can I contact customer support?
Contact support at coolsupplyshopstore@gmail.com. Support hours: Monday-Friday, 9:00 AM-5:00 PM EST.