Last updated March 1st, 2024

Return Policy

Shipping Returns

Due to the demand for an item, it may take us around 3 to 5 business days to process your order. Some shipping times may vary and could range from 10 to 30 business days, depending on your location and the item’s popularity. Due to the collectible nature of some of the products we sell, we cannot guarantee the availability of items, exact ship dates, figure assortment breakdowns, packaging, product variations, or exact quantities available to sell. Buyer consents to all products having an indefinite ship date extension beyond the original estimated ship date. Pre-orders are estimated dated and are also subject to change depending on distributor discretion. Late/charged order delivery dates do not mean the deposit will be waived if pre-orders are canceled. 

Shipping costs are non-refundable and will be deducted from the refund total. Cooledtured doesn’t guarantee that we will receive your returned item. The item needs to be packaged safely, as we will not process a refund if we receive the item damaged. Please note that a 20% restocking and return shipping fee will be automatically deducted from your refund. For more questions in regards to shipping returns, please contact us at info@cooledtured.com.

Damaged or Defective items

In cases where a product is damaged due to the handling of the shipping courier, you must file the return within 7 days from when the product was received, and all returns must be returned within thirty (30) days of the purchase date. A carrier-damaged product not returned within this timeframe will NOT be accepted.

To process a damaged product return:

1. Submit a return request to [link]
2. Type in the order number and your email
3. Indicate “Parcel damaged on arrival” as the return reason
4. Provide a photo proof of the damaged product
5. Provide a photo proof of the shipping box with the label visible. (this will help us file a damage claim to the shipping courier)
6. Once confirmed, an RMA number will be issued automatically.
7. Print the shipping label
8. Ship the damaged product(s) inside a standard shipping box and write the RMA number outside of the box where it’s visible (besides the label preferable). IMPORTANT NOTE: A damaged claim without an RMA number will NOT be accepted.

9. Once we receive your return, please allow 5 business days to process the refund back to the original payment method or 5 business days for store credit.

For any other questions or concerns regarding returning damaged or defective items, please contact us immediately at info@cooledtured.com. We will be more than happy to work with you to arrange a replacement or issue a refund.

Wrong Item Received

When you receive a product you didn’t purchase, we’ll do our best to get this corrected. If you return an item you did not purchase, the shipping cost will be on us. The time the exchange product takes to be delivered may vary depending on the buyer’s location. If there are no items in stock, it will automatically be refunded. Nonetheless, we will only acknowledge the issue if the product is in the following condition:

• New and unopened
• Re-sellable condition

• In its original retail packaging

To process an exchange for the wrong item:

1. Submit a return request to [link]
2. Type in the order number and your email
3. Indicate “Incorrect item received” as the return reason
4. Provide a photo proof of the product
5. Once confirmed, an RMA number will be issued automatically.
6. Print the shipping label
7. Ship the damaged product(s) inside a standard shipping box and write the RMA number outside of the box where it’s visible (beside the label preferable). IMPORTANT NOTE: A return claim without an RMA number will NOT be accepted.

8. Once we receive your return, please allow 5 business days to process the refund back to the original payment method or 5 business days for store credit.

 

Exclusions or Non-returnable Items

Please note that some items cannot be returned due to hygiene considerations, copyright restrictions, or other regulations. The following items cannot be returned or exchanged:

• Items that are not in their original condition, damaged, or missing parts for reasons not due to a shipping error will NOT be accepted.
• Sale items are FINAL SALE and cannot be returned.
• If 30 days have gone by from the day you received the item, unfortunately, we can’t offer you a refund.

Returned packages due to incorrect information and/or refusal will not have their shipping fee refunded.

Issues regarding Cosmetic Imperfections

Cooledtured is dedicated to collectors and fans of art, so we do our best to provide the best products in their most optimal condition. It is not our utmost responsibility when a paint job and/or a box is not in perfect condition. Minor cosmetic imperfections that arise from production include and are not limited to:

• Faded paint
• Scratches
• Bubbles
• Missing paint jobs
• Visible seams

Although these occurrences are rare, these are outside the scope of our control. Because anime products are often collectible and valuable, we cannot authorize returns, refunds, or replacements for cosmetic imperfections. By placing an order on our website, you understand and accept this policy.

 

Return Process

To return an item, please email customer service at info@cooledtured.com to obtain a Return Merchandise Authorization (RMA) number. After receiving an RMA number, place the item securely in its original packaging and Picture proof of the issue, then mail your return to the following address:

cooledtured

Attn: Returns

RMA #

460 W. IRVING PARK RD, Unit #221

BENSENVILLE, IL 60106 

UNITED STATES

Please note you will be responsible for all return shipping charges. If a product is over $50, please consider adding tracking AND purchasing shipping insurance. 

Return Eligibility

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and accompanied by proof of purchase. A product that is not it’s original condition, damaged, or has missing parts for reasons that are not due to a shipping error will NOT be accepted. 

Return Window Extension:

Since our products may take up to 30 days to ship, we allow a 14-day return window once you have received the items. This ensures you have sufficient time to assess your purchase and initiate a return if needed, even after factoring in the shipping duration.

 

Cancellation Policy

If you cancel your order after 24 hours, there will be a restocking and credit card fee totaling 20% and an administration fee regardless of whether your order has been shipped. If your order has already been shipped, you will also be responsible for covering the return shipping charges. Refunds will only be issued to the original payment method that you use when placing your order.

Refund Policy

After receiving your return and inspecting the condition of your item, we will process your return or exchange. We will notify you via email that we have received your returned item and regarding the approval or rejection of your refund. Please allow at least fourteen (14) days from receiving your item to process your return or exchange. 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.

Late or missing refunds

In case you haven’t received your refund within the indicated timeframe, please do the following:

• Check your bank account again
• Contact your bank
• Contact your credit card company as their processing time may differ from the original time frame indicated to you by cooledtured.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@cooledtured.com

 

Policy Updates

Cooledtured reserves the right to change this return policy as needed. Any revisions will be posted on this page and any significant changes will also be communicated directly to our customers. If you have any questions or concerns regarding our policy, please contact our Customer Support Team at info@cooledtured.com for assistance. We appreciate your choice of Cooledtured for all your anime merchandise requirements!