Frequently Asked Questions

Payment

Which payment methods do you accept? You can use all major credit cards and PayPal in our store.

How secure is my personal information? CoolHeatPro.be adheres to the highest standards in the industry to protect your personal information with the best security solutions. Your credit card information and personal information are encrypted during transmission using SSL (Secure Socket Layer) technology, which is widely used on the Internet for secure payments.

Order Tracking

My tracking number is not working 90% of our orders have a tracking number available. However, your order may not have a tracking number. Please contact us at support@CoolHeatPro.be if you would like to know more about your shipment without a tracking code and we will do our best to provide you with information! You will receive your tracking number by email within a few days of your order. You can then track your order with the code on our Track Order page. Make sure you have entered the code correctly, the best way to do this is by copying and pasting.

How do I know if my order has been shipped?

When your items have shipped, we will send an email notification to your registered email address and the phone number you used at checkout. The tracking number is usually available within a few days of shipment. You can also view our online order tracking page.

The tracking site says it was delivered but I haven't received my package yet Sometimes postal tracking services mark an order as delivered when it reaches your local post office, even though you haven't received the package yet. In that case, wait a few more days for your postal service to deliver the package to your home, or contact your local post office as they may hold the item for you.

Shipping & Delivery Do you ship internationally?

CoolHeatPro.be ships worldwide. Shipping is available to almost anywhere in the world.

How long will it take for my order to be shipped?

All items are subject to a processing period before shipping. 99% of orders leave the warehouse within 1-3 days after payment. We will notify you by email when your items have been shipped.

My order did not arrive on time, what should I do?

If for any reason your items have not arrived within 45 business days of the purchase date, please contact support@CoolHeatPro.be .

How long does shipping take?

Standard International Shipping: 5-7 business days All orders are shipped from our warehouse within 3 business days. During busy periods it can take up to 5 working days before an order is shipped.

How is the package delivered?

This depends on where you live and which product you order. The package will be delivered to your home, in your mailbox, on your porch or at the local post office with a message left in your mailbox.

How much do you charge for shipping?

We offer FREE shipping worldwide!

Where will my package be shipped from?

Our warehouses are located in China & the United States. Most orders are shipped from China.

Returns & Refunds What if I receive a damaged/defective product?

If you have received a damaged or defective product from CoolHeatPro.be, please send us photo or video evidence of the damage and we will send you a new working item immediately (free of course).

After Purchase I chose a wrong shipping address / wrong variant! Can I change this?

If this happens to you, please email us at support@CoolHeatPro.be as soon as possible, and we will try to resolve it for you. However, we cannot guarantee anything in this case, as all our items are usually processed immediately after ordering and shipped the same day or next day. If your order is already in the shipping process, we cannot stop it. Please contact us anyway, we will try to help. Please note: If we are unable to cancel the order, we will not issue a refund if you ordered your products to the wrong address.

My package is stuck at customs, what can I do?

Customs, postal services and CoolHeatPro.be are different entities, so we are not liable for delays caused by customs or local postal services and cannot be held responsible for customs services in your country. Payment of customs fees and taxes are the responsibility of the recipient and are not covered by us here at CoolHeatPro.be. For further details on charges, please contact your local customs office. If your order is stuck in customs, we recommend that you contact your country's customs directly and ask them to release your items.

Can I change my shipping address?

Once you place an order, the information goes directly to the shipping department which takes 1-3 business days to process. Then the shipping department will send the tracking codes to the data entry to update the tracking codes and send a shipping confirmation email to the customer. If you would like to make any changes to your shipping address, please contact our customer service team as soon as possible after placing your order and we will attempt to resolve it for you. Please ensure that all information you provide is correct