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RETURN POLICY
All sales are final.
Unfortunately, we do not accept returns or exchanges so please choose your products and sizes carefully as all orders are personalized for you.
UPDATE PERSONAL INFORMATION
However, if you need to update your personal or shipping information please contact us within 24 hours of your purchase. If at any point in time while placing your order you encounter a problem please contact us as we would be so happy to help you!
EXCEPTION: DAMAGED OR ERRORED GOODS
Everything in our store is made to top quality and all handmade products are made with extra love and care. When shipped each item is triple checked for quality just to make our customer happy. However, we understand that nothing is absolutely perfect and accidents do occur. So if you have a defective product or received a wrong item please feel free to reach out to us within 14 days of receiving your order and we would be happy to assist you to a solution. All claims may be made to our business email shopcooline@gmail.com
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please note it may take some time for your bank or credit card company to process and post the refund on your statement.
SHIPPING POLICY
PROCESSING TIME
Processing time for all orders with embroidered products is currently 1-4weeks (not including holidays or weekends). Please note that orders with multiple products will ship together and will adopt the longer shipping time. Orders are completed in sequence in the order that payment is received and confirmed. Please note that the processing time does not include the shipping time frame. The processing time is the estimated time frame that it will take to make, complete, and prepare your order for shipping. Products may be shipped out sooner than the estimated processing time depending on availability of products and quantity of orders but will never be shipped out later than the estimated time frame.
Tracking
All parcels come with tracked shipping. Therefore, please note that you will receive a confirmation shipping email with a tracking number once your order has shipped. This will be sent to your email that was placed at the time of checkout for your order. If you have not received an email or tracking number past the processing time or need to change your contact email please reach out to us. If you are still within the processing time frame please rest assured that we are working in sequential order to complete all customer orders and we will have your products shipped out as soon as possible.
SHIPPING FEES
We wish with all our heart that we could provide low to free shipping to customers. However, as a small business, we unfortunately do not have the means or luxury to do so just yet.
Shipping prices are based on weight, size, and product quantity of the order. Please note that the price reflects the benefit that all packages come with tracked shipping information and all USA shipping include liability and postal insurance coverage. Unfortunately, due to being a small business we are unable to lower shipping prices at the moment as they go according to the postal companies fees. We have given the lowest rate we possibly can with the most benefits to ensure that your items arrive safe, soundly, and in a timely manner to you.
TAX & DUTY FEES & DELAYED DELIVERY
Please note Cooline Customs is not responsible for any custom fees, shipping delays due to customs, COVID-19, or natural weather occurrences. We are not responsible for lost or stolen parcels once delivered to the post office and any postal claims should be made directly to the postal office as all packages are provided with tracking information. You will receive a shipping confirmation email with your tracking information as soon as your order is shipped out.
INCOMPLETE ADDRESS
All package are addressed with the exact address entered by customer at checkout so please ensure that your address is correct. Cooline Customs will not be held accountable for any parcels that go missing or that are undeliverable due to wrong address placed by the customer at checkout. If you notice your address is incorrect, missing information, or in need of change please contact us within 24 hours of your purchase. If the postal company flags your address at the time of delivery for being incomplete or invalid we will contact you via email (customer email provided at checkout) and ask for verification of your address. If we do not receive a emailed response within 7 days your charge will be refunded to your original form of payment and we will no longer send your items.
RETURNED OR UNDELIVERABLE PARCEL
If for any reason your package is undeliverable or returned to us by the postal office due to incorrect address placed by the customer during checkout we will contact you via email to notify you that we have received your package. Cooline Customs will not be held responsible for paying shipping fees to resend packages, this will be the customers responsibility in order to create a new shipping label with the updated address information.