Shipping
All in stock orders placed will be processed for shipping within 24 business hours. If an item is out of stock we will promptly contact you.
All products are shipped via UPS, USPS, Fedex DHL and through LTL Service providers for oversize items.
Your item may be subjected to being drop shipped directly from the manufacturer or one of our 3rd Party warehouses.
In the event a product arrives damaged to your location, please follow the steps listed in our Return & Exchange Policy for further instructions. All damaged items must be reported to the shipping carrier immediately and you must notify Kool Haus Performance within 48 Hours of receiving your order.
If you receive a damaged product, please do the following:
- Keep the product with its original packaging and box
2. Make a list of the damaged or lost item(s)
3. Kool Haus Performance will contact the shipper once we receive the email info above to schedule a pickup if needed. DO NOT send it back to the return address without written approval from Kool Haus Performance.
Once the product is received back and inspected, a replacement or credit will be issued.
If you are in a rush for an order or require special arrangements then please contact us and we will try to accommodate you.
Returns
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@koolhausperformance.com .
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@koolhausperformance.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@koolhausperformance.com.
