FAQs

Frequently Asked Question

What is a Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised by the seller.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

How are shipping costs calculated?

Shipping costs are calculated based on the shipping method (air, sea or land) and product weight/volume. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please contact us directly.

What are the Payment Methods available?

 Visa, Mastercard, American Express, Discover, JCB, Diner's Club, Shopify Pay, Google Pay, Apple Pay, PayPal, and Stripe are all the Payment Methods accepted by cooledtured.

Are my Payment Information Secure?

Yes, all payments are 100% secure. We are consumers and buyers ourselves thus we understand the fears of online fraud and credit card scams. Our payment methods are 100% secure - we use Stripe and PayPal's secure payment gateway and support all major credit card companies through PayPal and Stripe. This is to ensure our customers get their consumer protection and also our business is validated. 

How long does shipping take?

Please allow 2 to 5 business days to process your order and an additional 3 to 7 business days depending on your location.

I only received half of my order. Where is the rest of it?

Sometimes we have to send orders in multiple packages due to product backorder. You may encounter this if your order consisted of one of our more popular products. Please do not worry though, everything you ordered will be sent to you. In the case of multiple packages being sent, we will always provide tracking #'s for each shipment.

I got a tracking number but I can't track it.

For international buyers, sometimes tracking or "detailed tracking" will not become available until the package arrives at its destination country. If your item consists of an item that is being sent from an overseas warehouse location, it may take 3-7 days before "detailed tracking becomes enabled". This is due to the package having to go through customs and crossing the sea, which is always the longest part of delivery. Once the item arrives in the destination country, delivery is usually VERY quick. The whole process generally takes about 10-30 days, depending on where your order is being sent.

I need an item sent before "X" date as a B-day/Holiday gift..

We do not recommend ordering package gifts unless you order at least 45 days in advance. Most packages arrive 10-30 business days, but this is just an estimate and not guaranteed. If you are worried that your item will not be delivered before your predetermined deadline we simply recommend that you do not place an order.

How long will it take until I get a tracking number emailed to me?

Tracking numbers are sent in the same order it was received, and the email date is not always a reflection of when the item was sent out. If you haven't received an email confirmation with a tracking number yet, you should receive one very soon.

Why are your toys still on pre-orders while others have them in stock?

Big retail companies place their pre-orders ahead of smaller businesses like cooledtured, this also means they get their stock ahead of us. 

Why does my estimated delivery date keep on changing?

We cannot control the manufacturer's output and delivery of their products. We change our dates when the manufacturer informs us of delays in the order.

Please check the Shipping Delays and Updates page for more information. 

The tag on the clothing is not the same size that I ordered.

Please read our clothing size page carefully if you are interested in ordering any clothing.

SHIPPING & DELIVERY INFO

HOW DO YOU SHIP PACKAGES?

We provide free shipping from our warehouses in Asia by ePacket, EMS and USPS depending on the weight and size of the product.

DO YOU SHIP WORLDWIDE?

No. cooledtured currently ships to USA residents only. There are some locations we are unable to ship to, if you happen to be located in one of those states in the United States we will contact you.

HOW LONG DOES SHIPPING TAKE?

Due to high demand of certain items, it takes us 3 to 5 business days to process an order. In addition, it takes 10 to 30 business days to ship an item due to location and demand of an item.

IS THERE A TRACKING INFORMATION PROVIDED?

Yes, you will receive an email once your order ships that contain your tracking information, but sometimes due to free shipping tracking is not available.

WHERE CAN I TRACK MY ITEM?

You can track your item at www.USPS.com or www.17track.net/en 

MY TRACKING SAYS “no information available at the moment”.

For some shipping companies, it takes 3-5 business days for the tracking information to update on the system.

WILL MY ITEMS BE SENT IN ONE PACKAGES?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

IS LOCAL PICK UP AVAILABLE?

Local Pick up is also available for customers, email info@cooledtured.com or text 818-394-0023 to make an appointment. You can pick up the desired item(s) in Burbank, CA and Bensenville, IL

WILL I GET A CONFIRMATION NUMBER?

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

DAMAGES:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make a note of it when signing for delivery. If your item(s) do arrived damaged, please send photos to info@cooledtured.com and your receipt and we will process the damages on your behalf. Please allow us 5 business days to fix this.

CANCELLATIONS & REFUNDS:

All orders cancelled after 48 hours are subject to an administration fee, whether or not your order has shipped.  If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order. 

RETURNS:

Please note that merchandise are generally mass produced and as such minor cosmetic imperfections may appear from time to time. This does not mean your product is defective. We will not allow returns for any form of minor cosmetic imperfections that arise from production such as faded paint, scratches, bubbles, missing paint spots, visible seams etc. Although these are by no means common occurrences, these are outside the scope of our control and due to the collectable & costly nature of anime products in general, we will not authorize returns, refunds, or replacements for situations where this may occur. Because of the collectible nature of the products we sell, we will not accept returns and all sales are considered final unless:

(1) WRONG ITEM WAS SENT

Although very unlikely, we'll get the situation corrected immediately! Return shipping on us. All returned merchandise must be in new (unopened), re-sellable condition, in its original retail packaging. Simply contact us through our contact form or email info@cooledtured.com

(2) ITEM ARRIVED DAMAGED

We understand that as uncommon as it is, things happen. We will work to correct the issue through a replacement or refund as soon as possible at our discretion based on the situation.