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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 MAY 26TH, 2020: Australia Post is still very delayed. For our Australian customers, please see the following links that may assist you in understanding the situation better:

Australia Post Update
ABC News Article
ABC YouTube Article

UPDATE MAY 22ND, 2020: We kindly ask that you please not message our team with abuse or threats. Any unreasonable abuse detected and we will have to terminate the conversation. We understand that some of you are frustrated, it's not a nice time for any of us, but the delays are getting shorter as each country's response to mitigate COVID-19 start to take effect. Only one in three hundred orders have gone missing since March 1st and we have refunded those orders promptly. Again, we are not a delivery company. We have a very small contact team and do not enjoy being abused for unexpected shipping delays due to the pandemic. Thank you, and please remain patient during this time. Your orders are getting through!

UPDATE MAY 19TH, 2020: Delays have been significantly reduced as backlogs in all countries clear. Currently, orders to New Zealand are taking 10-15 business days on average to arrive, with a few exceptions. Australia and the USA still have significant delays with average wait times up to 30 days in some situations. We believe this is solely due to reduction in international airfreight capacity. Australia Post appears to have further delays due to a very large backlog and reduced staffing. In almost all cases, most (but not all) orders made between mid-March and mid-April have been delivered. Tracking issues have also started to correct. If you are still waiting, then please continue to wait patiently.

UPDATE MAY 14TH, 2020: Orders made now and during the last 10 days by our New Zealand customers are being delivered in approximately 10-15 business days. Most orders made late March to mid-April are also being delivered, although Australia has a large backlog to work through and is still experiencing delays. Tracking appears to be updating sporadically with many items being delivered reliably even though tracking status may show as 'unavailable'. We are looking into the tracking issue.

UPDATE MAY 9TH, 2020: Great news! Things are returning to normal and many orders are being delivered or being prepared for regional delivery. Severely delayed order tracking numbers are being updated correctly as Australia and NZ Post catch up. We know it has been difficult for some – our messaging and email services were overloaded by enquiries – but we would sincerely like to thank everyone for their patience during the last month.

UPDATE MAY 5TH, 2020: As the situation with COVID-19 begins to ease, delivery times are starting to become clearer. Orders placed in late March/early April have been starting to be delivered to our customers in both NZ and Australia over the past week, making current average delivery time for these orders 14-20 business days. Australian delivery times appear to be more delayed than NZ. We expect the situation to continue to improve as time goes on.

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Detailed Explanation of the Situation

Currently, you should expect longer-than-usual delays due to COVID-19 and the impact it continues to have on shipping, delivery and postal services worldwide. National carriers are currently under enormous strain due to higher-than-usual volumes of people ordering online while in lockdown. The delay situation has been compounding over time since mid-March, and for the following reasons:

In the first instance, there are reduced cargo and passenger flights both internationally and regionally, with many flights reduced up to 80%, and this has lead to large backlogs of parcels to and from major ports around the world and within each country.

In the second instance, further delays are related to the way that Customs are prioritising parcel delivery at the borders during various states of lockdown.

In the third instance, postal and courier networks are taking more care with deliveries in order to mitigate the spread of COVID-19, and unfortunately this slows things down further – especially in larger countries and territories.

Please note: Tracking numbers will not activate or update properly until your order has passed through Customs and into the postal network.

To be clear, there are very large backlogs of deliveries waiting at various airports, and this is what is causing tracking code statuses to not update. USPS, NZ Post or Australia Post must physically scan an item before the tracking updates and moves into the delivery phase. Items are not scanned until they are released by Customs which may mean that tracking appears to "stall" or "get stuck".

We have no control over the postal networks or Customs nor the way they process items at the border, and for this reason we are also unable to give exact delivery timeframes at this stage. Delivery times are very "fluid" at the moment, meaning they aren't as predictable as they usually are.

Unfortunately, we cannot process refunds on orders that are in transit. This is because the items are not lost and are still technically on their way, although delayed.

We'd like to thank you for your patience during this time. We know it is frustrating and for some, worrisome, but there is no need to worry. The delays are affecting many, many people – and some of those are our customers too. We do care about your orders and are doing the absolute best we can to monitor and update you on the situation.

If your order goes missing we provide full refunds, so our customers are protected if anything goes wrong.

Our sincerest thanks.

 

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, many customers should be very careful 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, and in "normal" times, items arrive 7-10 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".

We ask that you remain patient during this time. Tracking codes are usually activated 5-9 days before delivery, as soon as your order arrives at the carrier.

To date, 99% of our orders have reached their destination without breaching our shipping policy.

 

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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