Policies

Security

Our secure server uses advanced encryption and firewall technology to keep your personal information private. Credit card and other personal information is encrypted using 128-bit Secure Socket Layer (SSL) on transmission to our gateway. In addition, credit card information is sent to our merchant gateway during the transaction only. Koolance servers do not keep this information.

     

Customer Privacy

Koolance respects your privacy. We will not under any circumstances sell or intentionally release your information unless under request to do so by a law enforcement agency. All information obtained from our website is used for order processing or safety notifications only. (The exception is if you have specifically requested to receive Koolance promotions in your My Profile settings.)

Cookies

Cookies are used on our site for maintaining your shopping cart only. Even without cookies, you can still use most of the features of our site, however, you will not be able to complete an online transaction.

Online Return Policy

  • Most products purchased directly from Koolance.com can be returned up to 30 days from the purchase date. Unused/unopened items are subject to a 10% restocking fee. Used/opened items are subject to a 20% restocking fee.
  • Fittings, nozzles, quick disconnects, and similar products CAN NOT be returned for a refund once opened. If defective, these items can be exchanged for replacement with the same part number (SKU) only.
  • LN2 liquid nitrogen and dry ice products are subject to an extra 20% cleaning fee if returned after use. This is in addition to the regular 20% restocking fee.
  • Shipping costs are not refundable.

To return or exchange a product, please request an RMA number. Return shipments without a valid RMA number will be refused. Please also include a copy of the original invoice.

Returns are subject to the approval of a manager; Koolance reserves the right to refuse merchandise that is damaged, missing, or incomplete. (This includes products that may not be in their original retail boxes, or do not include packaging, manuals, cables, or other material.)

Online Warranty

Systems, coolers, and most "Koolance" brand components purchased from the Koolance.com website or an official reseller (listed on Koolance's website) are subject to our standard 1-year parts and labor warranty, unless otherwise specified. Please see the General Warranty page for further information.

Warranted Customers (does not include Ebay)

Koolance only warrants products shipped either from Koolance.com directly, or from authorized Koolance resellers (who are listed on Koolance's website). Products shipped from any other company or individual, including those purchased on Ebay, are not covered by Koolance's manufacturer warranty policy.

Refurbished Items

Some products available for sale on the Koolance website may be refurbished and will be indicated as such ("Refurb" in the product name). Refurbished items have been returned to us, used or unused, for whatever reason and have been reconditioned to manufacturer specification. These items may bear signs of usage, shipping, or wear. However, they will have been professionally serviced and wherever necessary, components replaced. Refurbished items from Koolance.com carry a full product warranty.

Foreign Currencies

For customer convenience, Koolance offers the option to browse our website using various national currencies. Currency exchange rates are updated approximately 2-4 times per month. Therefore, real-time values of non-U.S. currencies may differ from those displayed on the Koolance website.

Although web orders can be completed in any chosen currency, final billing is done in U.S. Dollars (USD) only. Any applicable bank or transaction fees associated with USD conversions during checkout are not included on invoices from Koolance.

Shipping

Orders with Koolance.com are typically processed within 1-2 business days (Monday-Friday, not including U.S. holidays). Orders may be shipped with the requirement of signature upon delivery. UPS does not generally move shipments on weekends or U.S. holidays. Please see the UPS website for holiday delivery schedules.

An email with your tracking number will be sent to you upon shipment. Alternatively, you may login to your Koolance.com account and check the status of your order to obtain the tracking number. Note: Tracking numbers may not validate for up to 12 hours after issuance. Please check your shipment the following day to verify proper tracking.

Shipping fees go to a 3rd party for transporting an item to its destination, and are therefore not refundable by Koolance. If there is a shipping dispute due to the courier (i.e. UPS), the customer must contact the courier to resolve claims. If there is an error on the part of Koolance.com, we will do our best to resolve the issue when possible.

International Shipping

Shipments outside of the U.S. are available to ship with UPS for most countries. For customs purposes, all products purchased from Koolance.com are properly marked as "sale" items with their correct values, with a description of "Koolance Water Cooling Kit" or "Koolance Water Cooling Parts". Additional customs fees, brokerage, and/or VAT taxes may apply.

These charges are imposed by the receiving country and are not included with your purchase from Koolance. Typically, additional fees will be requested by the courier upon delivery. Please inquire with your country's customs agency for more information on importation fees. The receiver is responsible for all duties and customs fees.

Payment for Web Orders

Payment by Wire Transfer is available for all orders placed on the Koolance website. Most orders can also be placed using a credit card. Credit card transactions may be processed through Authorize.net or PayPal.com. You do not need a PayPal account to use a credit card if prompted to use PayPal. For approved U.S. companies, net terms may also be available for web purchases.

Wire Transfer

If opted for, payment for orders online can be made by TT (telegraphic transfer). If you do not receive wire transfer information with your order confirmation email, please contact our Sales Department for Koolance's bank information. Unpaid orders by wire transfer will be cancelled 7 days after the order date. Wire transfers can require 1-3 business days to complete.