HOURS:
Customer Service is open M-F, 9 am-5 pm PST. We will do our best to get back to your emails as soon as possible. If we are experiencing a high volume of customer correspondence we will get back to you within 24-48 hours.
ORDERING:
Orders may be placed online, by fax, phone, or mail, 24 hrs. a day.
PAYMENT:
We accept Visa, Mastercard, Discover, American Express, PayPal, and personal checks. Orders paid for by check will be processed as soon as the funds clear the bank. Sorry no COD.
SHIPPING:
Orders are typically shipped via UPS or USPS ground. We will use the most cost-effective carrier for shipments. Should you need overnight or 2nd day delivery, please email us and we will make every effort to arrange special shipping for you. Additional charges may apply for special freight shipping on large items. Standard delivery for most freight carriers is curbside. Some drivers will gladly help you unload your freight, and many even help you get it inside, but they do not have to do so. If it is available, manufacturers generally charge a substantial extra fee for "inside delivery". In certain cases you may be able to have other options available to you, however, these are extra services and you will be billed directly by the shipping company. As many of our products are very bulky and heavy, you may need to arrange for extra help in unloading the furniture. Due to liability reasons, most manufacturers/delivery companies will not offer crib assembly. Kool Roomz will ship orders internationally and outside of the continental US, but additional shipping charges will apply. We will email you with the additional shipping charges to be paid after your order is received. ALL DUTIES AND TAXES ON INTERNATIONAL ORDERS ARE THE SOLE RESPONSIBILITY OF THE CUSTOMER.
SHIPPING TIME:
Approximate shipping times are noted on our product descriptions. Many of our products are special order items, such as bedding, furniture and diaper bags, and can take up to 8-12 weeks for delivery. These shipping times are determined by the manufacturer and we do not have the ability to change them or prevent any delays. If you would like to know the current shipping time on a particular item please email us an we will be happy to find out for you. As we are an online store and cannot stock every item available, many of our products are shipped to you directly from the manufacturers. We unfortunately have control of, nor are we responsible for delays in shipping by these vendors. Should we be informed of any delays in shipping by the manufacturers we will contact you with this information as soon as we receive it from the manufacturer.
RETURN POLICY:
We want our customers to be satisfied with their purchase. Should you wish to return or exchange an item you may do so by letting us know within 21 days of receiving your order. Please email us for a Return Authorization Number (RAN) and instructions on how to return your order, prior to sending us your return. All returned items must be in original packaging, unopened if in sealed packaging, with all tags still attached. Any item with an indication of being used, or not in re-saleable condition will NOT be accepted.
If you return an item without an RAN and/or Kool Roomz suspects an item has been used, your merchandise will be shipped back to you at your expense. Upon receipt of your approved return, we will either issue a refund for the purchase price of your item, to the credit card used for your purchase, or will ship the item you have selected in exchange. (Sorry, we are unable to refund shipping charges. All shipping charges are the customer’s responsibility. If you choose to return an item that was shipped to you free of charge, you will receive a refund for the item’s purchase price minus the appropriate shipping costs) .
Please note: This standard return policy does not apply to special order or custom order items such as bedding and furniture. See special return policies below. If you have a question regarding our return policy please let us know prior to placing your order. Any product that is subject to our Special Order Return Policy is so noted on that product's description page.
SPECIAL ORDER RETURN POLICY:
Many items in our store such as bedding, furniture, diaper bags, and room accessories, are special order. Our Special Order Return Policy applies to these items. This policy is noted on the product pages it pertains to. As we do not stock Special Order items, they are ordered based on your request. Once the order is placed with the manufacturer we are unable to cancel or return any items to them. We are financially obligated to pay for the items ordered from these manufacturers. We must charge you for the item at the time of purchase.
For a full refund you must cancel your order prior to our placing the order with the manufacturer. Should you wish to cancel your order after it has been placed with the manufacturer, or return your order after receiving, there will be a 25% Re-Stocking fee. Unfortunately we must enforce this policy as we do not stock Special Order items. We are unable to refund shipping charges. If you are unsure of a bedding color or pattern we will be more than happy to provide you with a fabric swatch, as this return policy applies to bedding purchases Email us at support@koolroomz.comto obtain swatches. Please, make sure you understand this policy prior to placing your order. If you have any questions regarding this Special Order Return Policy please email us and we will be happy to answer any of your questions. Please note that this policy is not unique to our store, but is an industry standard for online children's retailers.
CUSTOM ORDER RETURN POLICY:
All items that are custom made for you such as bedding, furniture or cribs, or personalized, may not be returned or exchanged after your order has been placed with the manufacturer. Some manufacturers that this policy applies to are: Serena & Lily (bedding), Nurseryworks (furniture & bedding), Bratt Decor (furniture), Oeuf (furniture), Maddie Boo (bedding), Ali Taylor (bedding). Should you have questions regarding the return policy on any item please email us for clarification prior to placing your order, support@koolroomz.com.
RECEIVING FURNITURE:
Please inspect all furniture items at time of delivery prior to signing the delivery companies invoice. Note any and all damages or problems with the items/boxes on the drivers delivery slip and contact us immediately. Problems need to be reported to us within 48 hours of receiving your furniture. It is difficult to present a claim to the manufacturer if we are made aware of the damages any later than this, or if you do not open the boxes at the time of delivery.
