Here are answers to frequently asked questions. If you still need assistance please email us at service@koolatronuk.com.

1. How do I place an order?
2. Is my credit card information secure?
3. What are my shipping and handling charges?
4. What are the shipping and handling charges for international orders?
5. When will my order ship?
6. What is the return policy?
7. Can I pay by Check or Money Order?
8. How can I submit a testimonial?
   

1. How do I place an order?

Please call us at 01634 297383 during our business hours.
OR
Order online using our completely SECURE site.

All purchases are charged in Sterling Pounds ( £ ).

2. Is my credit card information secure?

Your credit card is safe with koolatron.com, because our site uses the latest encryption technology. When you order from koolatron.com, your credit card information is protected with digital certificates, secure commerce servers, and credit-card fraud detection software.

3. What are my shipping and handling charges?

Shipping rates can vary depending on one or more of the following factors: Weight of the item; Size of the item; and Shipping method used. You can see EXACTLY how much you will be charged before finalizing your order and entering your payment information. Please note that this charge will include both shipping AND handling, and will not match the exact shipping costs that we incur. To view the shipping charges, simply enter your shipping information into our order form. You will clearly see the total cost, including shipping, at which point you are always welcome to go back and try a different shipping method. If a customer enters their shipping address incorrectly, then we will add an additional £ 2.00 address correction charge to the total.

4. What are the shipping and handling charges for international orders?

In addition to a higher shipping charge for orders shipped outside of the UK, there may also be duties and/or import taxes charged by your country's customs department when the item is delivered. Payment of these extra charges are the sole responsibility of the customer. These taxes are not included in your koolatron.com order total. These charges vary by country and by the value of the item(s) being shipped.

5. When will my order ship?

Most of our products ship within one business day of placing an order, unless the product availability indicates otherwise. If for any reason we are expecting shipping delays this will be noted in the product availability. We constantly update our website to ensure that you are completely informed about your purchase.

6. What is the return policy?

We will gladly accept return within 30 days for online purchase, provided the item is in new or like-new condition. We will only issue a refund or send a replacement as needed once the item has been received in our warehouse.

Exceptions to our return policy:

1. Consumable items (such as hair removal creams, tanning lotions, lipstick, or any other product that can be diminished or used up) are not returnable once they have been opened. However, we will accept a return for any unused and unopened consumable item.
2. We will be charging a 50% restocking fee on all opened videos, DVDs and books.

All items must be returned in their original packaging along with all accessories, parts, and instructions manuals that were shipped with your original order. Our 30-day return policy starts from the day your product is received. We need to have the return package postmarked within 30 days of the date that your item was delivered (regardless of what date the product was first used).

Note: If we receive your item back in our warehouse and it does not meet our return policy terms, then we will not issue you a refund or send you a replacement. Such a return also will not be sent back to you.

Send all returns via a GROUND method that can be tracked.

Koolatron International Neptune Close, Medway City Estates, Rochester, Kent ME2 4QR United Kingdom

Along with your return, be sure to include the following:

1. Your order number and/or your complete name, address, and email address
2. RGN (Return Goods Number) should be mentioned outside the box. (Only applicable to Wholesale accounts)
3. A detailed explanation regarding your reason for returning the item(s)
4. Information about whether you would like a refund or a replacement

Refunds will appear on your credit card statement within 10 business days. Refunds for those who have paid via check or money order may take up to 3 weeks to arrive. koolatron.com will reimburse you for your actual shipping costs if the item arrived damaged or defective, or if you were shipped an incorrect item due to a mistake on our end. We are unable to reimburse you for service fees charged by third parties, such as Mail Boxes Etc. Otherwise, shipping and handling costs are non-refundable.

7. Can I pay by Check or Money Order?

Yes. However, we must receive your payment before we can ship your order. Checks take up to 21 days to clear, and will delay your order substantially. For immediate shipping, we suggest you pay with a money order or cashier's check. Send your payment for the total amount (be sure to include shipping/handling costs, which will be visible on the online order form) to:

Koolatron International Unit C3 Knights Park Industrial Estate, Knights Road Strood,Kent ME2 2LS, United Kingdom.

Please make your check or money order (in Sterling Pounds ( £ ). only )payable to koolatronuk.com.

8. How can I submit a testimonial?

If you have received or purchased a product from koolatron.com and you would like to submit your own review, please email a short testimonial to service@koolatron.com.