Frequently Asked Questions
Here you will find the answer to the Frequently Asked Questions (FAQ).
No, you can also place an order as a guest. But, there are amazing perks if you have an account with us:
- Quick checkout process
- Easily view your order status and order history
- Receive updates detailing our new releases and special promotions
Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
Are there any exchange rates? All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuation. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter “?” to “c”.
- WE ARE NOT RESPONSIBLE FOR LOST OR STOLEN PACKAGES. THE CUSTOMER ASSUMES ALL RESPONSIBILITY TO WORK WITH THE LOCAL POST OFFICE ONCE A TRACKING HAS BEEN ISSUED.
- FOR LOST OR STOLEN PACKAGES PLEASE CONTACT YOUR LOCAL POSTAL OFFICE AND REQUEST A TRACE ON YOUR PACKAGE.
- IF AN UNCLAIMED PACKAGED HAS BEEN RETURNED BACK TO US, WE RESERVE THE RIGHT TO CHARGE ADDITIONAL SHIPPING COSTS TO MAIL THE PACKAGE OUT AGAIN.
- WE ARE NOT RESPONSIBLE FOR PACKAGES THAT ARE DELAYED DUE TO WEATHER.
We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order. We cannot refund for items lost by the local post office as per the tracking information or for items recorded as delivered. The customer can file a claim with the carrier/post office for compensation, this cannot be done by SmartAndCoolCtuff.com.
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
If something is missing, please Contact Us immediately.
All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons.
We processes orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day.
Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
If you are not happy with the quality of your purchase and wish to return an item, please contact us within 14 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
To ensure correct fit, measurements for all clothing are in the product listing, therefore we cannot accept returns for this reason. Please contact us as we may be able to offer store credit, depending on your location.
All return shipping fees and other miscellaneous fees are the responsibility of the customer. If you have paid using PayPal they may be able to help depending on the purchase, please contact them directly.
Please contact us imidiatly if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven’t received a credit for your return yet, here’s what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.