Help Center

Following is the progress of your order:

1. First: After you finish your order, it will be captured and transferred to the "Processing" process. This process would take 1-2 days to complete.
   
2. Second: After the "Processing" process, your order will be ready to shipped out. We will send you the tracking number via the email that you used when placing your order. The shipping time would take from 15 to 20 business days. US orders are shipped by e-packet, which is a US Postal Service product. After processing and leaving the warehouse, items usually take between 7 and 14 days to arrive at their destination but can take longer from time to time.

* Please note that shipping in Holiday season would take 5 - 7 business days more than usual.

Since an order needs up to 3 weeks to be delivered, please don't reach out to us if that period has not passed.

After we shipped your order out, an email which is entitled "A shipment from order #Kxxxx is on the way" will be sent to the email that you used when placing your order.

After that, click/tap on the blue button "View your order" then you will land to your order's status page where you can track your order.

All you need now is just simply click/tap on the tracking code provided at that page to check your order's status.

You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us, i.e. once the shipment has left the fulfillment centre of your online shop.

Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. Please note that tracking information can be displayed after your order started being shipped.

When your order is ready to ship, we will send it to the shipping company and they will completely handle it. Depends on each shipping company's policy or customs procedure, you might be charged extra fee for the final delivery or the import tax, probably due to your shipping address is in a remote area. In this case, please kindly pay them the required fee to receive your order.

We use small mail service to ship your order, mainly to north America, Europe, Australia and some countries in Asia. Shipping costs are calculated automatically at the checkout page depending on the weight of the package and your destination.

Our warehouses are located in different locations in USA. Moreover, our stock is spread out over multiple fulfilment centres in order for them to get to you faster. This means orders containing multiple items may be shipped individually. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way. Therefore, the partial shipment could be applied to customers’ order.

We offer safe shopping and accept payment via PayPal, Credit card, Debit card or VISA. So you can choose the most suitable one for you. All products are set in US Dollar, our system will automatically exchange your currency to make it easy for you when placing order.

Our products are set in US Dollar. Fortunately, our system will automatically convert it for you, don't worry!

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS are managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

This error typically occurs when the billing address entered does not match what is on file with your financial institution.  

Firstly, please attempt your order again with updated billing information. Please be informed that you need  to match your billing address correctly to the address which you have registered with your card issuer bank. This includes any formatting associated with applicable unit numbers, as well as requiring a full nine-digit zip code for some verification. 

Secondly, be advised that every instance in which this error populates results in a pre-authorization, which will simply fall off and never post to your account. For getting the better support, please contact your issuer bank to figure it out.

First of all, visit our store at: https://simple-kool.com/

Choose products that you love, then click "Add to cart" and "Check out".

Then fill in your information and pay.

That's it! Very easy.

Since our system is designed to begin processing your order immediately and automatically, we have no influence or control over our system for adding a discount code or perform a refund. We hope you understand our situation.

Fortunately, we want to delight our customer like you our best, so we are willing to offer you a 50% DISCOUNT CODE to apply to your next order. Please contact us via email info@simplekool.com to get yours!

We always try to bring the best quality product to customers. However, there are many factors that affect the quality negatively, especially shipping factor, that eventually make our products defective or damaged.

If you received a defective/damaged item, please kindly contact us by sending an email to info@simplekool.com, tell us about your problem and don't forget to attach photos/videos which can clearly show the problem. 

There are 3 options that we can offer you, that we will send you a replacement, or you return our product to get a full refund or you can keep the product and we refund you 50%. Please be informed that you can only choose 1 of 3 options above, and it is the final solution for your request.

In case of providing us an incorrect shipping address, you should contact us immediately by sending an email to info@simplekool.com and don't forget to include your correct address in the email. We will check whether we can change it for you.

If your order has already been shipped out, we are really sorry that we are not able to adjust your address or send you another packet without any fee.

There are 2 common reasons that make your packet be returned: Your shipping address is incorrect/insufficient or you are not able to pick up the packet when the delivery person attempted to deliver it to you. 

In cases that your shipping address is not correct, we are not able to take any responsibility since we shipped it out to the address that you provided us and it is not the mistake from our end.

Otherwise, we are willing to send you a replacement. If the second packet can not reach you, we are  sorry to tell you that we are not able to help you out with this.

The Company is committed to protecting its own intellectual property, such as information, processes, and technology, from infringement by others. The Company's informational tools are available at our disposal because of significant investments of time and Company funds. If our intellectual property is not properly protected, it becomes available to others who have not made similar investments. This would cause us to lose our competitive advantage and compromise our ability to provide unique services to our customers.

The Company's intellectual property includes confidential Company business information, trade secret technology (such as computer software and systems and knowhow related to them), patented inventions and processes, trademarks and service marks, trade dress, and copyrighted works. It is the responsibility of every Company employee to help protect Company intellectual property. It is the responsibility of Company managers and supervisors to foster and maintain awareness of the importance of protecting the Company's intellectual property.

The Company also is committed to respecting the intellectual property of others. The rules with respect to intellectual property, including misappropriation of business information and trade secrets (e.g., computer systems, software, and related knowhow) and infringement of patents, trademarks and service marks, trade dress, and copyrights, are complex, so you should seek expert advice from the Company's attorneys to address specific issues that arise with respect to our business. In many instances the Company's attorneys can perform searches for pre-existing patents, trademarks or service marks, or copyrights and help you avoid infringing conduct. Company attorneys also can evaluate business information to help you avoid infringing conduct.

In case you notice about the infringement of your copyright(s), please contact us by sending an email to info@simplekool.com