Welcome to Koozool’s FAQ page. Below you'll find answers to some of the most common questions about our Wooden Essentials, shipping process, payments, and return policies. If you need further assistance, feel free to contact our support team.
1. What products does Koozool offer?
Koozool specializes in high-quality Wooden Essentials crafted for both function and aesthetics. Our products are designed to bring natural beauty and timeless style to your home or workspace.
2. Where is Koozool located?
Our office is located in Guangzhou, China, and all of our products are shipped directly from our facility to customers in the United States.
3. Do you ship internationally?
Currently, we only ship to the United States. We are working to expand our delivery network to other regions in the future.
4. How long does shipping take?
- Handling Time: 1–2 business days (Monday to Friday)
- Transit Time: 7–14 business days (Monday to Friday)
- Estimated Total Delivery Time: 8–16 business days, depending on your location Shipping is free on all orders.
5. What is your order cut-off time?
Orders placed before 5:00 PM (GMT-05:00) Eastern Standard Time are processed the same business day. Orders placed after this cut-off will be processed the next business day.
6. What payment methods do you accept?
We accept the following secure payment options:
- PayPal
- Visa
- Mastercard
- Maestro
- American Express
- JCB
- Diners Club
- Discover
All payments are processed in USD through a secure checkout system.
7. Can I track my order?
Yes. Once your order has been shipped, you will receive a shipping confirmation email with a tracking number and a link to follow your package’s progress.
8. What is your return policy?
We accept returns within 30 days of delivery for both defective and non-defective items. All returned products must be in new, unused condition and sent back via mail. No restocking fees apply.
Customers are responsible for return shipping unless the item arrived damaged or defective. Refunds are processed within 5 business days of receiving the return.
9. Can I exchange an item?
Yes. If you receive a defective or incorrect item, we offer free exchanges within 30 days. Please contact our support team to begin the exchange process.
10. What should I do if I received a damaged or defective product?
If your item arrives damaged or not as described, contact us immediately at support@koozool.com with your order number and photos of the issue. We will arrange a refund or replacement at no additional cost.
11. How do I contact Koozool?
You can reach our customer service team through the following methods:
- Email: support@koozool.com
- Phone: +86 20 3632 0069
- Office Address: 25 He Yi Er Jie, Baiyun, Guangzhou, Guangdong Province, China, 510403
We aim to respond to all inquiries within 24–48 business hours.
12. Do you charge sales tax?
Applicable sales taxes are calculated at checkout based on your shipping address. All prices listed on our website are in USD and exclusive of tax unless otherwise noted.
If you have any additional questions that are not covered here, please don’t hesitate to contact us. We are here to help and ensure your experience with Koozool is smooth, secure, and satisfying.