Shipping

Lead Times

In-Stock Products. It is our goal to make every effort to ship orders of in-stock products as soon as possible. Normally, orders for in-stock products are shipped within 2-3 business days. However, in some cases, such as during periods of heavy order volume or when an item is too heavy to ship via FedEx Ground or UPS Ground, it may take additional time to ship an order for an in-stock item. Once your order has been shipped, please allow for carrier transit time as follows: UPS/FedEx Ground Shipments: 3-5 days; Curbside/Loading Dock Shipments: 5-7 days; white glove carrier shipments: 1-3 weeks.

Customized Products. Some products may be ordered with customized options, such as special locking mechanisms or non-stocked color options. In these cases, your order may require additional production time before it is ready to be shipped. If this applies to your order, we will send you an Order Status Update email with an estimated shipping date.

Out of Stock Products. We are constantly updating the stock status of our inventory as stock levels change. If a product is out of stock, a statement to this effect will be shown on the product page, together with the estimated time of arrival (“ETA”). If no ETA is listed, it means that an ETA has not yet been established for the respective product.

Shipping Methods

Light Weight Items. In general, products weighing less than 100 pounds are shipped via FedEx Ground or UPS Ground. As orders ship, tracking information is sent to the email address on the order record. In addition, order status information (including tracking numbers for products which have been shipped) is available 24/7 via our Order Status page. After your order has been shipped, please allow 3-5 days transit time for your FedEx or UPS Ground shipment to arrive.

Heavy Items. Some of our products are too heavy to ship via FedEx or UPS and must be shipped by freight truck or white glove carrier. If this applies to the item you are ordering, you will be prompted to select a freight or white glove delivery method on the product page.

We generally offer two levels of delivery service of heavy items: Curbside Delivery or White Glove Delivery & Installation. With both of these types of deliveries, the carrier will contact you in advance by phone to schedule a delivery appointment. Delivery appointments usually consist of a 4-hour window, M-F, 8AM-5PM. For white glove deliveries week days 8AM-5PM, as well as weekends 9AM-5PM. Normal transit time is 5-7 days for Curbside deliveries and 1-3 weeks for white glove deliveries.

Below is a description of these delivery methods.

Curbside Delivery. Your items will be transported by a common carrier (freight truck) and delivered curbside at your home or business. The carrier will lower your items to ground level at curbside using a lift gate. The carrier is not responsible for bringing your items inside your home or business.

White Glove Delivery & Installation Normal transit time for White Glove delivery is 1-3 weeks. This service is performed by one of our fully trained Installers. In general, White Glove delivery includes delivery & installation to room of choice on main floor as well as debris and pallet removal. However, depending on the weight and type of product, white glove delivery may also include delivery up to the second floor. Because this service offering varies depending on the weight and type of product, some second floor deliveries/installations may increase the installation cost. Any installation beyond the second floor must be mentioned prior to delivery in the DELIVERY NOTES section. Installations beyond the first or second floor may incur additional installation fees to be agreed upon by buyer and installer prior to installation. The agreed upon fees will be paid online at www.coolstufffast.com before installation shall begin.Please see the product page of the item you would like to order for specific information about your White Glove delivery/installation.

IF CURBSIDE DELIVERY OR WHITE GLOVE DELIVERY SERVICE APPLIES TO YOUR ORDER, YOU MUST BE PRESENT TO INSPECT YOUR SHIPMENT AND SIGN THE BILL OF LADING WHEN YOUR ORDER IS DELIVERED. IF YOU MISS YOUR SCHEDULED DELIVERY APPOINTMENT AND AN ADDITIONAL DELIVERY ATTEMPT IS MADE; OR IF YOU UPGRADE YOUR ORDER FROM CURBSIDE TO WHITE GLOVE AFTER YOUR ORDER HAS BEEN SHIPPED; OR IF DELIVERY OF YOUR ORDER CANNOT BE COMPLETED BY THE CARRIER BECAUSE THE DELIVERY LOCATION IS NOT ACCESSIBLE USING THE CARRIER CHOSEN DELIVERY TRUCK AND/OR EQUIPMENT; OR IF YOUR DELIVERY CANNOT BE COMPLETED BECAUSE IT WOULD BE DANGEROUS TO THE DRIVER(S) AND/OR YOUR PERSONAL PROPERTY, YOU AGREE TO REIMBURSE US FOR ANY AND ALL APPLICABLE DELIVERY FEES, OUTBOUND AND/OR INBOUND, NOT TO EXCEED THE TOTAL DOLLAR AMOUNT OF YOUR ORDER. WAIVING RIGHT OF DELIVERY TO LOCATION OF CHOICE ON FREIGHT BILL OR DELIVERY REPORT, IF APPLICABLE, IS FINAL.

IN ADDITION, ALTHOUGH DAMAGE DURING SHIPMENT IS RARE, YOU SHOULD CAREFULLY INSPECT YOUR SHIPMENT PRIOR TO SIGNING THE BILL OF LADING. IF, UPON INSPECTION, YOU NOTICE ANY DAMAGE, PLEASE DO NOT SIGN THE BILL OF LADING. INSTEAD, YOU SHOULD WRITE “REFUSED, DAMAGED” ON THE BILL OF LADING AND EMAIL US SOON AS POSSIBLE AT CUSTOMERSERVICE@COOLSTUFFFAST.COM. IF YOU NOTICE HIDDEN DAMAGE TO YOUR SHIPMENT AFTER IT HAS BEEN ACCEPTED, PLEASE RETAIN ALL PACKAGING AND EMAIL US SOON AS POSSIBLE AT CUSTOMERSERVICE@COOLSTUFFFAST.COM. IT IS IMPORTANT TO FOLLOW THESE INSTRUCTIONS AS FAILURE TO DO SO MAY ADVERSELY AFFECT THE OUTCOME OF YOUR FREIGHT CLAIM.

Other

We reserve the right to refuse to ship any order for any reason, including cost reasons. In the rare event that we refuse to ship your order, we will issue you a prompt refund.