Delivery and Returns
No matter which shipping method you choose, our processing time for engraving (personalized) items for all orders is 1-5 working days (Monday to Friday).
Free Delivery.
Return and Refund Policy
We truly pursue complete customer satisfaction. We hope you are completely satisfied with the product you have purchased. Please ensure that your customization choices fully meet your expectations. Sometimes it is not possible to make corrections to customized orders.
In general, refunds are not provided for customized parts due to non material quality issues, but we will strive to ensure your satisfaction. Specific details can be discussed with customer service.
If we make mistakes in carving or personalization, we will immediately replace the incorrect item.
But for all non customized products, if you are not completely satisfied within 14 days of delivery,, simply return them to receive a full refund (excluding shipping costs). However, all products should be returned to their original state upon receipt. Products that have been modified or abused will not accept refunds.
Once we receive your return, we will process it within 5 working days. We will not be responsible for the loss or damage of returned goods. Within 7 working days after receiving the returned goods from you, we will issue a letter of credit based on your original payment method. Once your credit card account has been adjusted, you will receive an email confirming the transaction.
Pack your return. Please pack your item in its original packaging. Please attach all instruction sheets and warranty documents.
Reason for return. Please indicate the reason for return on the invoice attached to the order. Your feedback is very important to us
Insure your package. If your package is lost or damaged during transportation, this will provide you with insurance.
If you have any questions or encounter any difficulties when returning the item, please contact us.
Email: mycoolcoolgift@zohomail.com
Service Tel: +8619954268554
We strive to respond to your questions within 24 hours.
Customer service chat hours: Monday – Friday 10 am – 5 pm (Hong Kong Time)
We hope to make it as simple as possible, and we are here to help you with every step.