FAQ

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

Quick checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

All orders are handled and shipped out from our warehouse in Hong Kong. Please allow extra time for your order to be processed during holidays and sale seasons.

We processes orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends.

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

Free shipping can be applied to orders that meet the minimum amount required, excluding discounted, sale, and oversized/overweight products. Your order will be shipped using economy shipping.

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.

Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled. To check the status of your order, please log in to your My Cool Material account and refer to Order Tracking or contact our Customer Support team.

To check the status of your order, please log in to your My Cool Material account and refer to Order Tracking or contact our Customer Support team.