At KooLamp, we take pride in offering high-quality lighting and hardware solutions to our valued customers worldwide . To ensure a smooth and reliable shopping experience, we have outlined our shipping policy below:
1. Shipping Destination and items located.
KooLamp currently ships from warehouses in the United States and manufacturing facilities in China. We currently ship to:
- North America: United States, Canada
- Oceania: Australia
- Europe: United Kingdom, Germany, France, Italy, Norway, Switzerland, Netherlands, Denmark, Austria, Sweden, Finland, Belgium
For shipping to other countries, please contact us at koolamp@outlook.com
2. Processing Time:
Total Delivery Time = Processing Time + Transit Time (+ any holidays). Orders are typically fulfilled within 2-4 weeks from order placement to delivery.
Order Processing Time: 7-15 working days
Shipping Time: 6-12 working days (Size less than 36 inches)
Ocean Shipping: 20-30 natural days
Customized Orders: Additional 7 working days
During peak seasons and holidays, processing times may be slightly extended, but we are committed to getting your order to you as quickly as possible.
3. Shipping Methods:
We partner with proven carriers that offer insurance and tracking, including UPS, FedEx, USPS EMS, etc. All shipment times are shown in business days (Monday through Friday, excluding weekends and holidays). Shipping times are subject to each carrier’s daily cut-off time and are dependent upon warehouse turnaround.
4. Shipping Costs:
All our packages are free shipping, if you need faster shipping service, please contact our customer service team in advance.
5. Order Tracking:
Once your order is shipped, we will provide you with a tracking number so you can monitor the progress of your shipment. You can track your order directly on our website or through the carrier’s website. Please contact our customer service if you have problems with tracking.
6. Shipping Delays:
While we strive to meet our estimated delivery times, please note that unforeseen circumstances such as extreme weather, customs inspections, or other factors may lead to occasional delays. We appreciate your understanding and patience in such situations.
We, or our delivery partner(s), will notify you of reasonable changes to the estimated delivery date where events outside of our or our delivery partner’s control delay or prevent delivery from taking place at the original estimated date and/or time. Delivery of the Products will take place when we deliver them to the address that you gave to us. If we cannot deliver your Products within 120 days, we will:
- let you know;
- cancel your order, and
- give you a refund.
7. Shipping Address:
To ensure accurate and timely delivery, please double-check that your shipping address is correct during the checkout process. We cannot be held responsible for orders shipped to incorrect addresses provided by the customer.
Please ensure the shipping address is correct when placing an order. We are not responsible for lost or misdelivered packages or costs associated with an incorrectly provided address. We cannot guarantee the successful modification of the address.If it is necessary to change an address, in every case logistics carrier will charge us a change address fee and, if the new address is not near the incorrect address, they will charge us also for the additional redelivery cost.
If you request we contact logistics carrier on your behalf to request the change, then we will send an invoice to you to pay the additional costs at the time of the change. If you make the change on your own and logistics carrier bills us separately, we will send you an invoice for that amount so that we break even. While the invoice will be charged by us, ultimately, we send the full amount to logistics carrier on your behalf. We very much appreciate your understanding that while we do our best to assume costs for any of our own mistakes, we are not able to assume the cost for mistakes outside our control.
8. Lost, Stolen, and Misdelivered Packages
If there is no signature requirement, logistics carriers will determine at their own discretion if an area is secure to leave a package. If there is a signature requirement, they will attempt to obtain a signature from someone at the address or nearby. If they aren’t able to obtain the signature, they may leave a door tag with further instructions. Check your tracking info for details on the latest delivery attempts.
If the light is damaged or lost due to shipping, we will send you a new light for free.
If the package is returned to the place of shipment due to misdelivered packages, we will provide a re-shipment service. Other situations of package loss or theft are also covered.
Re-delivery is a paid service (we will charge your cost of shipping depending on the package size and weight of different lamps).
If a package is marked as “delivered” but cannot be located, it is likely the package is nearby or may still be on a delivery truck and is not yet lost. Typically the package will be delivered the next day. If the package still cannot be found, it is your responsibility to contact logistics carriers and request a “trace” to locate the package(s). In order to be considered for a replacement or refund, you must request a trace to confirm the package is lost, and all traces must be made within 7 days of delivery. Outside this period, we are no longer able to file a loss claim with logistics to recover the cost of the lost or stolen item.
9. Multiple Items:
If you have ordered multiple items, they may be shipped separately to optimize delivery times and minimize potential delays.
10. Returns and Exchanges:
For information on returns and exchanges, please refer to our Return Policy for detailed instructions and guidelines.
At KooLamp, we are committed to delivering exceptional products and ensuring your complete satisfaction. If you have any questions or concerns regarding our shipping policy, please feel free to contact our customer support team for assistance. Thank you for choosing KooLamp for all your lighting needs.
If you have any questions, please contact us: koolamp@outlook.com.