1.ORDER CANCELLATION

Please contact support@coolcaasports.com to continue this process.

For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

BEFORE SHIPMENT: If you cancel the paddle board order that was placed in 2 hours, the processing fee will not be charged. If a customer ordered the wrong model and wants to place a new order, after the second order is received, the original order will not be charged any processing fee.

AFTER SHIPMENT: To request an order cancellation after it has been shipped, the customer needs to pay a 10% processing fee. The customer is also responsible for the return shipping cost of $50 . Coolcaa will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

 Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Coolcaa’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Coolcaa will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

 The customer needs to email Coolcaa’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, Coolcaa will email the customer a cancellation notification email. The customer shall not send a return package to Coolcaa without receiving notification. Coolcaa will reject all shipments without scheduled to arrive, and the customer is responsible for any related fee or loss.

 

2.ORDER MODIFICATION

Please contact support@coolcaasports.com to continue this process.

Please refer to our shipping policy to modify an order before the customer has received it.

We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance. All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email. The processing fee can be prevented if the product return is due to an order modification, which means the customer has placed a new order with a higher or similar dollar amount with the returned product(s). If the customer does not place a new order or the total amount is significantly lower than the original order, a 10% processing fee of the original order will be deducted from the total refund amount.

 

3.MODEL REPLACEMENT & RETURN

Please contact support@coolcaasports.com to continue this process.

Free replacement: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.

 For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.

 Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

  1. A) Minor damage to the outer packaging.
  2. B) Minor scratches or paint loss on the product.
  3. C) Damage to parts or wearing parts after excessive use.

Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Coolcaa’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Coolcaa will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

 

4.Refund

Please contact support@coolcaasports.com if you have any questions.

Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer's original payment method.

Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after two days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us at support@coolcaasports if the customer has not received the refund after ten business days.
5.60-DAY GUARANTEE RETURN POLICY
All products at Coolcaa are covered by our 60-day Guarantee. You have 60 days from the date of purchase to try out our products. If you are unsatisfied, for any reason, you may return your items for a refund back to the original payment method. A 20% restocking fee (per item) applies on all returns.

All returns must be in like-new condition with no visible signs of wear and be returned with all originally included parts and accessories. Any missing items will delay the refund process.
All returns are inspected upon arrival at our distribution center. If the product is found to be in poor condition, or if any originally included parts or accessories are damaged or in poor condition, this may reduce the amount of your refund. If items are missing, the retail cost of that item will be deducted from your refund amount.
You are responsible for all return shipping costs. If you require a pre-paid shipping label, please contact us. The cost of return shipping will be deducted from your refund amount.
Limit one return within 180 days per customer.
An additional $50.00 per board will be charged for board returns from Alaska or Hawaii.
To file a return under our 60-day guarantee, please contact us (support@coolcaasports.com).

Return Address: 437 N Baldwin Park Blvd, City of Industry, CA 91746

 

Return & Refund Policy

Privacy Policy Terms Of Service Shipping Policy Return & Refund Policy Release Of Liability Warranty Policy Warranty Registration Return & Refund Policys

1.ORDER CANCELLATION

Please contact support@coolcaasports.com to continue this process.

For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

BEFORE SHIPMENT: If you cancel the paddle board order that was placed in 2 hours, the processing fee will not be charged. If a customer ordered the wrong model and wants to place a new order, after the second order is received, the original order will not be charged any processing fee.

AFTER SHIPMENT: To request an order cancellation after it has been shipped, the customer needs to pay a 10% processing fee. The customer is also responsible for the return shipping cost of $50 . Coolcaa will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

 Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Coolcaa’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Coolcaa will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

 The customer needs to email Coolcaa’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, Coolcaa will email the customer a cancellation notification email. The customer shall not send a return package to Coolcaa without receiving notification. Coolcaa will reject all shipments without scheduled to arrive, and the customer is responsible for any related fee or loss.

 

2.ORDER MODIFICATION

Please contact support@coolcaasports.com to continue this process.

Please refer to our shipping policy to modify an order before the customer has received it.

We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance. All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email. The processing fee can be prevented if the product return is due to an order modification, which means the customer has placed a new order with a higher or similar dollar amount with the returned product(s). If the customer does not place a new order or the total amount is significantly lower than the original order, a 10% processing fee of the original order will be deducted from the total refund amount.

 

3.MODEL REPLACEMENT & RETURN

Please contact support@coolcaasports.com to continue this process.

Free replacement: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.

 For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.

 Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

  1. A) Minor damage to the outer packaging.
  2. B) Minor scratches or paint loss on the product.
  3. C) Damage to parts or wearing parts after excessive use.

Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Coolcaa’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Coolcaa will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

 

4.Refund

Please contact support@coolcaasports.com if you have any questions.

Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer's original payment method.

Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after two days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us at support@coolcaasports if the customer has not received the refund after ten business days.
5.60-DAY GUARANTEE RETURN POLICY
All products at Coolcaa are covered by our 60-day Guarantee. You have 60 days from the date of purchase to try out our products. If you are unsatisfied, for any reason, you may return your items for a refund back to the original payment method. A 20% restocking fee (per item) applies on all returns.

All returns must be in like-new condition with no visible signs of wear and be returned with all originally included parts and accessories. Any missing items will delay the refund process.
All returns are inspected upon arrival at our distribution center. If the product is found to be in poor condition, or if any originally included parts or accessories are damaged or in poor condition, this may reduce the amount of your refund. If items are missing, the retail cost of that item will be deducted from your refund amount.
You are responsible for all return shipping costs. If you require a pre-paid shipping label, please contact us. The cost of return shipping will be deducted from your refund amount.
Limit one return within 180 days per customer.
An additional $50.00 per board will be charged for board returns from Alaska or Hawaii.
To file a return under our 60-day guarantee, please contact us (support@coolcaasports.com).

Return Address: 437 N Baldwin Park Blvd, City of Industry, CA 91746