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Frequently Asked Questions

 

Important COVID-19 Update

This article is intended for informational purposes only. For definitive information on COVID-19, please contact health and public safety organizations in your region. This article will be updated as more information becomes available.

UPDATE JULY 1ST, 2020: Recently, delivery delays are appearing for orders made during the month of June 2020, with some orders delayed by an additional 10 days or more. We are currently investigating.

The current delays impact New Zealand, with general wait times longer than anticipated.

Australia and the USA are still heavily delayed due to significant reductions in international air freight.

We kindly ask all our customers to remain patient during this time, as the delays are outside of our control. We continue to monitor the situation closely.

 

Where is Coolio! based?

Coolio! is proudly New Zealand owned and operated, and bases its office in the beautiful port city of Tauranga, New Zealand. We have a small, intimate team that is almost always available to respond to your enquiries, and New Zealand is where we prefer to host our inventory management and ordering systems.

With 21st century advances in e-commerce (online commerce) and logistics, our store is open to customers from any of several countries around the world. We treat all our international customers with the same high standards as any domestic customer, while continuously striving to foster strong, positive global relationships with everyone we connect with.

We keep our prices as low as possible by strategically working with delivery and fulfilment networks worldwide – meaning that we always get the best deal for our customers, while optimising our delivery times as much as we can. Wherever you are in the world, we want to ensure you always receive the best service we can offer.

 

Is Coolio! a scam?

We understand that in a connected world, everyone should be careful when shopping online, and so we want to be as transparent as possible. Coolio! is most definitely not a scam and we do not engage in deceptive practices of any kind.

We do not offer a subscription-based shopping service and we do not engage in underhand or manipulative business with any first or third party. Your privacy and our integrity is of the utmost importance to us and all transactions made on our site are fully PCI compliant.

If you have any concerns, then please reach out to us. We are real people with real staff, and since we opened early in 2019 we have served many hundreds of happy customers without serious incident.

 

When will I receive my order?

Delivery times depend on the item ordered, the time of the year and available stock levels.

On average, items arrive 7-10 business days from the day they are ordered. Very occasionally, some orders can run a little later so we always advise patience, but it is highly unusual for delivery to take more than 3 weeks. Please contact us if you have not received your item/s in 28 days and we will escalate the enquiry.

Items ordered on a weekend or during a public holiday may incur additional processing time, but our average delivery times have remained stable for many months.

You may also like to read our shipping policy.

 

Tracking info is not available

Tracking codes are issued as soon as your order starts being processed by the nearest fulfilment centre. The tracking code is sent to you in a shipping confirmation email or text message.

Because there are additional logistical processes involved within our network of delivery and fulfilment providers, there is usually a delay before your tracking code is activated, and until it is activated you may find that tracking shows as "not available".

 

I ordered two or more items and only one was delivered

Occasionally our warehouses ship multiple items from a single order separately. This is due to logistics and/or supplier management reasons that are beyond our control, however there is no need to be concerned. Items that have been split up during shipment are usually delivered within days, if not hours, of each other.

 

Can I get a refund?

Any items that are lost or damaged in transit are almost always refunded, so if you haven't read it already, you may want to see our refund policy.

We cannot refund orders that are actively in transit.

 

 

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