What are your delivery charges?
US Delivery: 7.49 USD
International Delivery: 9.49 USD
How long does delivery take?
US Delivery: 7.49 USD. Delivery usually within 10-15 business days from the tracking number is sent to your email*
International Delivery: 9.49 USD. Delivery usually within 22-25 business days from the tracking number is sent to your email*
*not including processing time: 5-7 business days
Has my order been dispatched yet?
When your order leaves us, a second email is generated to confirm this – if you don't receive an email within 10 business days, please email firstname.lastname@example.org
Can I track my order?
Yes. Once your order has been dispatched, you will receive an email from us with tracking information within 5-7 business days.
Which couriers do you use?
We use USPS for US Delivery.
You can track your order at any time using the USPS tracking service.
International orders are shipped via Royal Mail or some other couriers (Canada Post…). Local import duties may be payable on receipt.
It’s outside the expected delivery time - What should I do?
Once your order has been dispatched, you will receive an email from us with tracking information within 3 business days. Please check this to track your delivery.
Should you still require further help, or if you have placed an order for international delivery, please email email@example.com.
What if I have not received part of my order?
If you're missing part of your order, it's possible it could have been sent in more than one parcel. This is likely to be the case if your order is quite large.
Please also check the invoice inside your parcel bag. This will detail which items should be in the parcel.
If you have only been sent one dispatch email and haven’t received all of your items please contact us ASAP.
Do you deliver to PO boxes?
We do deliver to PO Boxes.
PLACING AN ORDER
What payment method do you accept?
Currently Excoolent can accept international credit cards or you can check out using Paypal. Please note that the credit card must be issued and contain a logo from either Visa, Mastercard, Discover, or American Express.
On the checkout page, there will be a billing and shipping section. Please do the following:
For the billing information
- Enter your street address on Address Line 1.
- Enter your City, County or Province, and Postal Code on Address Line 2.
- Enter your Country for the city.
- Enter your state and the zip code.
For the shipping information
- Please enter the correct information in the appropriate field.
How do I redeem a discount or special offer?
To redeem a discount code; select the basket icon, click ‘View Cart’, then check out and enter the code into the ‘Discount Code’ box. You can only use one promotional code per order.
Why isn’t my voucher code working?
Voucher codes are set to expire after a certain time, so it might be that you’re using an outdated code. Most of our vouchers are for single use and case sensitive. Also, you can’t use more than one on a single order.
I forgot to use my offer code – Can I claim it afterwards?
This is simple to fix – as long as the code was valid at the time of ordering, all you need to do is wait until you receive the confirmation email, then email us with the code and your order number. We'll then refund the amount back to you.
Can I add to an existing order?
Unfortunately, we can’t add to orders.
Can I split my order across multiple delivery addresses?
Unfortunately, we’re not able to split a single order. If you need to split an order, please place more than one order.
Can I cancel/change my order online?
Unfortunately, our website does not currently allow you to change or cancel anything yourself. If you need help with this, please email our customer service team within 24 hours who will try their best to resolve the situation for you.
Note: Once your order is being processed or in transit, we can no longer make any modifications for you.
When will I be charged for my order?
Payments are usually taken from your account instantly.
Why has my card been declined?
We will not decline transactions at checkout, only authorise the amounts – if your bank does decline, please contact them directly so they can rectify this for you. Please be advised that the authorised amount will show on your account for around 7 business days, regardless of a successful transaction being made. This amount has not been debited, it has only been ring-fenced from your available balance.
Why have you sent me a security check on payment email?
Additional checks are run on orders with certain criteria, for your safety as well as ours. The call to complete this check will be very brief and we will never ask for your full card details. Please be aware that if your order has been flagged for a security check and you do not contact us within 10 days your order will be cancelled.
Has my order been successful?
Once your order's gone through, you should receive an email with an order number. If you don't receive an email, just double check that you've spelt your email address correctly. If you've checked and you're still unsure, please email our customer service centre who will be happy to look into this for you
Do I have to pay customs charges on my order?
Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by Excoolent. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.