Shipping policy
This Shipping Policy applies to purchases made through CoolNest.online.
1. Free Worldwide Shipping
We currently provide free standard shipping worldwide on eligible orders placed through our website.
No minimum order value is required unless otherwise stated during a specific promotion.
Express or expedited shipping may not be available for every destination.
2. Order Processing
Orders are normally processed within one to three business days after payment authorization.
Processing may take longer during:
- Holidays.
- Promotional events.
- New product launches.
- High-volume periods.
- Inventory checks.
- Payment or address verification.
Business days exclude Saturdays, Sundays, and Canadian public holidays.
3. Estimated Delivery Time
Estimated delivery is normally:
7–10 business days after shipment
This is an estimate, not a guaranteed delivery deadline.
Some destinations may require additional time because of:
- Customs inspections.
- Remote-area delivery.
- International transit connections.
- Carrier capacity.
- Severe weather.
- Public holidays.
- Local disruptions.
- Address errors.
- Import restrictions.
4. Shipping Confirmation and Tracking
When available, tracking information will be sent to the email address provided at checkout.
Tracking may take several business days to update after the parcel has been transferred to the carrier.
Some local delivery partners provide limited tracking in certain countries or regions.
5. Shipping Address
Customers are responsible for submitting a complete and accurate shipping address.
Before placing your order, confirm:
- Recipient name.
- Street address.
- Apartment, unit, or suite number.
- City.
- Province, state, or region.
- Postal or ZIP code.
- Country.
- Phone number, where required.
Contact us immediately if an address needs to be corrected.
We cannot guarantee changes after an order has entered processing or shipment.
6. Incorrect or Incomplete Addresses
CoolNest.online is not responsible for delays caused by incomplete or inaccurate address information supplied by the customer.
If a parcel is returned to us, we may offer:
- Redelivery to a corrected address.
- A refund under our Return and Refund Policy.
- Store credit, where accepted.
Where permitted by law, additional shipping costs caused by customer-provided address errors may be deducted or charged before redelivery.
7. International Duties and Taxes
International shipments may be subject to:
- Customs duties.
- Import taxes.
- Value-added tax.
- Brokerage charges.
- Handling fees.
- Local government charges.
Unless collected during checkout, these charges are the customer’s responsibility.
CoolNest.online does not control how destination authorities calculate such fees.
8. Customs Delays
International orders may be inspected or held by customs authorities.
We cannot guarantee customs-clearance times and are not responsible for delays caused solely by customs procedures.
Customers may be required to provide identification, payment, or other information to local authorities or carriers.
9. Restricted Destinations
We may be unable to ship to certain regions because of:
- Carrier limitations.
- Sanctions.
- Import restrictions.
- Safety concerns.
- Service interruptions.
- Legal requirements.
If we cannot fulfil an order, we will cancel the affected items and issue a refund.
10. Split Shipments
Orders containing multiple products may be shipped separately.
You may receive more than one tracking number and parcels may arrive on different dates.
There is no additional standard shipping charge for an approved split shipment.
11. Delayed Orders
If your order has not arrived within the expected delivery window:
- Review the tracking information.
- Check with household members, neighbours, building reception, or the local postal service.
- Confirm that your shipping address was correct.
- Contact us at support@coolnest.online.
We will review the shipment and, where appropriate, contact the carrier.
Applicable consumer law may provide cancellation or refund rights where an online order is not delivered within a legally prescribed period. In British Columbia, certain distance-sales rules may allow cancellation where goods are not supplied within 30 days after the contractual supply date, or within 30 days of purchase where no supply date was provided.
12. Lost Packages
A package may be considered lost after the carrier confirms loss or after a reasonable investigation period has passed without delivery.
Depending on the circumstances, we may offer:
- A replacement.
- A refund.
- Another mutually agreed remedy.
Fraudulent, duplicate, or unsupported claims may be declined after reasonable investigation.
13. Delivered but Not Received
If tracking shows “delivered” but the package cannot be located, contact us promptly.
We may ask you to:
- Verify the address.
- Check safe delivery locations.
- Contact the local carrier.
- Check with neighbours or reception.
- Complete a non-receipt declaration.
We will assist with a carrier investigation where available.
14. Damaged Parcels
If a package arrives visibly damaged:
- Photograph the outer packaging.
- Photograph the shipping label.
- Photograph the damaged product and internal packaging.
- Retain all packaging until the claim is resolved.
- Contact us promptly.
Approved claims will be handled according to our Return and Refund Policy.
15. Refused Deliveries
Customers should not refuse a delivery unless instructed by CoolNest.online.
A refused shipment may take an extended period to return and may not qualify for an immediate refund.
16. Order Changes and Cancellations
Contact us as soon as possible to request an order change or cancellation.
Changes cannot be guaranteed after processing begins.
Once shipped, the order must normally be handled through the return process.
17. Shipping Contact
CoolNest.online
560 Davida Ave
Victoria, BC V9A 2C7
Canada
Phone: +1 (250) 888-0154
Email: support@coolnest.online