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FAQ

Customer Service

You can contact Customer Service at 855-655-2517 from the USA or Canada and 714-923-0252 from anywhere else or by using the "Help" form located on all store pages.

Customer Service hours are 8am to 5pm (PST/PDT) Monday through Friday.

How Do I Check My Order Status?

If you are a registered customer, you can access your order history by logging into your account using the credentials you used to create your account. You will find the “My Account” link located at the top of each page. Once you have accessed your account, you can click on the “My Orders” link for order status. If you are not a registered user, you can contact Customer Service at 855-655-2517 from the USA or Canada and 714-923-0252 from anywhere else or by using the "Help" form located on all store pages.

Customer Service hours are 8am to 5pm (PST/PDT) Monday through Friday.

How Do I Cancel An Order Or Backorder?

In stock orders: Orders are authorized and processed real-time so canceling an in stock order is very difficult. If you need to cancel, please contact customer service by using the "Help" form located on all store pages or call 855-655-2517 or 714-923-0252 as soon as possible after the order has been placed. If the order has already been processed, you will need to follow the Returns process to return the product for credit or exchange.

Out of stock/backorders: Any orders or parts of orders that are out of stock will be cancelled. You will be notified via email if your order, or any part of your order, has been cancelled.

Preorders: Any preorder can be cancelled prior to it being processed and shipped. If you need to cancel, please contact customer service by using the HELP form located on all store pages or by calling 855-655-2517 or 714-923-0252.

What Is Your Pricing, Payment & Refund Process?

All prices are displayed in US Dollars. We accept Visa, MasterCard, American Express and Discover credit cards for payment. We also accept PayPal. Your credit card will not be billed until your order has been shipped. Any applicable credits or refunds will be applied back to the credit card or PayPal account used for the original purchase.

We charge sales tax for all online orders that are being shipped to locations in California only. Other states are not charged at this time.  International customers will be responsible for all taxes and duties associated with the shipment of their order.

Coupon and other Promotional codes are limited to one per order. They cannot be combined.

Do You Have A Price Matching Policy?

We do not offer a price matching policy on orders placed through the Koolaburra.com website.

How Do Preorders Work?

Preorders allow you to purchase an item that has not yet been released for shipping. The preorder purchase will guarantee you the qty of the item you purchased when it becomes available. Preorder items are clearly marked as preorders with the “add to cart” button changing to a “preorder” button. There will also be an expected shipment date listed on the product page.

The preorder process works as follows:
-You add the product(s) to your cart as you would any regular, in stock product
-You complete the checkout process and receive your order confirmation
-Your payment method is authorized for the full order total at the time of purchase (completing the order)
-Your order will be on preorder hold until the item(s) you purchased are available
-Your order will be fulfilled and shipped and you will then be billed and will receive a shipment confirmation

If you ordered both a preordered product and an in stock product, the in stock product(s) will be processed and shipped without delay and you will be billed for the shipped product(s). The preordered product(s) will remain on preorder until it is available. At that time, the product(s) will be released fulfillment and shipment. You will then be billed for the product and will receive a shipment confirmation.

How Are Products Shipped?

Orders placed before 1:00pm PST will generally be shipped out on the same day*. Orders placed after 1:00pm PST will generally be shipped out on the following day with the exception of orders placed on a Friday. Those orders will ship out on the following Monday or next Business day (if Monday is a holiday). You will be notified via email once your order has been shipped. Shipping times can vary based on method chosen and delivery location. Int’l orders must clear import/export regulations which could add to the shipping time of an order.  International customers will be responsible for all taxes and duties associated with the shipment of their order.

Orders are shipped via the method chosen at the time the order was placed. Please note that all shipping times are in business days. We currently offer 3 shipping methods for Domestic orders: Ground Shipping (UPS), 2-Day Shipping (FedEx) and Overnight Shipping (FedEx). For Int'l orders, we use FedEx.

*Note that there could be a delay in processing your order if we encounter any issues with the billing information provided.

What Is Your Return Policy?

Koolaburra will accept returns** for items purchased on the Koolaburra.com store within 90 days from order date for refund or store credit. Returns received after 90 days will not be accepted. Please note that shipping charges are non-refundable.  We do not do exchanges.  You may return for refund or store credit and place a new order for the item, size and color of your choice.

**No returns are allowed on Final Sale items.

You can review our complete Return Policy and request your RMA # by clicking here.

What Happens If My Shipment Is Refused/Cannot Be Delivered?

Shipped items that are either refused by the customer or cannot be delivered by the carrier, will be returned to Koolaburra and the customer will be credited for the product cost and tax, less shipping and handling. Customers who still wish to purchase an item will need to place a new order and will be responsible for any associated shipping charges.

How Do I Update My Account Information?

If you are a returning customer, you can easily update your information by logging into your account. You will find the "My Account" link located in the top of each page. Once you have accessed your account, you can click on the "Account Information" link to update your account information.

What Is Your Customer Support Holiday Schedule?

Our Customer Service Dept. will be closed on the following observed Holidays in 2014:

  • New Year's Day
  • President’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Day After Thanksgiving
  • Christmas Eve
  • Christmas