What do I do if my order is damaged during shipping?

Please notify our offices immediately of the damaged shipment. The first step would be to file a claim with our shipper. The next step would require the shipper to pickup the package for damage inspection. Once the inspection is verified and complete, a replacement of the damaged items will be shipped to the customer.

What do I do if something is missing from my order?

We ask all customers to go through the entire box/package very carefully to verify if something is missing. For example, small items such as LEDs may simply be stuck under a box flap or inside another packaged item. Also, an item may have been drop-shipped, which may require some more time to arrive. If you are indeed missing an item from your order, please contact our offices and explain the situation. After an investigation into the missing item, the customer will be notified of the resolution.

Why does it take so long for my package to arrive if I ordered USPS Priority of Parcel Post?

USPS does not guarantee delivery dates on packages as FedEx does. So this means that we really have no idea if a package is going to be delayed or not. This is generally why we suggest FedEx over USPS because of the guarantees and quality control. If you call or email our offices and bring in a complaint of your package taking too long via USPS, we will simply ask you to wait.

Why does my FedEx tracking number say "Exception" as it's status?

If your tracking number has a status of “Exception”, then there was a problem with the delivery. You can click “Details” in the tracking website, there will be a brief explanation as to why there was an exception.

What if I ordered the wrong item?

If you realize you have ordered the incorrect item, you have 14 days time after delivery of the order to return a product for a refund/store credit. A 20% restocking fee is applied to all returned products for a refund/store credit. Please note that the customer is responsible for shipping items back to our offices and the original shipping price cannot be refunded. We will only accept items for a return if they are still packaged and in acceptable return condition. Otherwise, items will be shipped back to the customer.

Why can't I return my water coolig kit/thermo electric cooler/sleeved item/phase change/custom item/vapor cooling?

Unfortunately due to the custom nature of water cooling, thermo electric cooling and sleeving, we can only offer replacement for same item only for any water cooling, thermo electric cooling and sleeved items.