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Home > FAQ

FAQ

 
Pre-sale:
 
Question 1:
Where will the smartphone send from?
 
We have products stock in Europe as well as stock in China.
 
If the product is stock in Europe, in the title you will see, otherwise we will send from China.
 
Europe warehouse:
 
3-9 days to get, free shipping, no tax
 
China warehouse:
 
By DHL, 5-9 days to get, recommend you to buy customs insurance
 
By normal post, normally we use Nether land post, 15-45 days to get
 
Question 2:
What is the delivery time?
 
It takes us 1-5 business days to preparing shipping, after that, 
 
If you choose DHL, you can get it in 5-9 days
 
If you choose normal post, normally we use Nether land post, 15-45 days to get(most of the people will get within 30 days, some people may get in 45 days even 60 days, but the chance is very little.
 
Question 3:
What is customs insurance?
 
If you buy customs insurance, if any customs tax occur, our customers pay the tax money first, then give us proof, we will refund this tax money later to our customers
 
If there are no customs tax, we would not give this insurance money back.
 
Question 4:
What is the product warranty?
 
Our product warranty is for one year, we repair for free.
 
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After you buy
 
Question 1: What is the delivery time?
 
It takes us 1-5 business days to preparing shipping, after that, 
 
If you choose DHL, you can get it in 5-9 days
 
If you choose normal post, normally we use Nether land post, 15-45 days to get(most of the people will get within 30 days, some people may get in 45 days even 60 days, but the chance is very little.
 
Question 2: How can i get tracking number?
 
After we send to you, our system will automatically send you an email about tracking number.
 
How to track DHL: dhl.com
 
How to track normal post: 17track.net
 
Question 3: I choose the normal shipping, now i get tracking number, but i can not track it, why?
 
Normally we use nether land post, website to track: 17track.net
 
It takes this website 5-15 days to show tracking information, it is normal, do not worry.
 
Question 4: Now it is one month after i buy, still i haven’t got my package, why?
 
If you choose normal shipping, normally we use Nether land post, 15-45 days to get(most of the people will get within 30 days, some people may get in 45 days even 60 days, but the chance is very little. So welcome to wait for some days, if after 60 days you still can not get your package, we will refund or send another one to you.
 
Question 5: I think there is something wrong with my product, who should i find?
 
Welcome to send email to support@coolicool.com
 
Our customer service will reply to you asap.
 
Question 6: I paid customs insurance, now tax occur, then what should i do?
 
Welcome to send email to support@coolicool.com with your order id as well as the customs tax proof, our customer service will handle it.
 
After we apply the refund for you, it takes our people 1-5 business days to handle it, so later you will get your money.
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