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Frequently Asked Questions (F.A.Q.)

CATEGORIES:

Products     1.   I'm looking for a [product or part], but it's not listed or out of stock. Is there any way to get it?     2.   Is [product or part] compatible with my current Cooler Master product?     3.   I've seen a product on your US shop but can't find it on your EU shop. Do/will you also sell this product?     4.   I don't see all of the available options on your product page. What's the matter?

Ordering     1.   Which payment methods do you accept?     2.   Can I use a guest account if I want to order something?     3.   How can I pay for my order without first having to create a Paypal account?     4.   I've paid for my order but I never received a confirmation. Is this normal?     5.   I've paid for my order but it says it's still 'Awaiting payment'. What is taking so long?     6.   I've made a mistake and chose the wrong delivery address (or made a typo). Can this still be changed?     7.   What does my order status mean?

Shipping     1.   How will my order be shipped?     2.   When will my order ship?     3.   Where do your items ship from?     4.   I noticed that you’re located in the Netherlands. Can I come pick up my order?     5.   How much does it cost to ship an item to my country?     6.   How long does it take for an order to arrive?     7.   I still haven't received my order. What to do?     8.   I received an incomplete product. What can I do to receive the missing part(s)?

Warranty     1.   Why am I required to submit an invoice/receipt?     2.   How long is the warranty?     3.   How can I claim warranty?     4.   My product has arrived broken/damaged. What’s the procedure to do this?     5.   If I expedite the malfunctioning product to Cooler Master, will the RMA department expedite it back?

Returns & Cancellations     1.   What is your Return Policy?     2.   I want to cancel my order. What’s the procedure?     3.   I’ve returned an order or product to you but haven’t heard back. Now what?

Refunds     1.   What is Cooler Master’s Refund Policy?     2.   How will I receive my refund?

Other     1.   My question isn't listed. What do I do?



PRODUCTS

1. I'm looking for [product or part], but it's not listed or out of stock. Is there any way to get it?
If a product is not listed on the site there's a very small possibility that we might still have it in stock. If you want to be sure please send us a mail at shop@coolermaster.eu or contact us by LiveChat and we'll get back to you as soon as possible.

If a product is out of stock it's very likely that this actually is correct and that the product really is out of stock. However, if you want to be absolutely certain please contact us and we'll try to reply to your mail within several working days.

2. Is [product or part] compatible with my current Cooler Master product?
It is possible that a part or product may be compatible with your current product. If that's the case this will be listed in more detail on the product page itself, under the 'Product Description' header.

3. I've seen a product on your US store but can't find it on your EU store. Do/will you also sell this product?
Unfortunately, the US store works a little differently than our EU store. While our EU store will ship worldwide, our US store will only ship to Canada and the US, for example. Both stores also have and use their own stock. If you find a product listed on the US store that can't be found on the EU store then there's a very small chance we might still be able to offer it. You can always contact us at shop@coolermaster.eu (or by clicking the LiveChat button in the bottom right hand corner) to see if we can help you further.

4. I don't see all of the available options on your product page. What's the matter?
Our store automatically removes a product option (like a specific keyboard layout or side panel) if there is no more stock available of that particular part. However, it will automatically reappear once we have new stock again. Therefore it's possible that you'll see images of a product or part but not see the actual option listed for it. In case of doubt please always contact us first.



ORDERING

1. Which payment methods do you accept?
We currently accept a wide variety of payment methods. The following methods can be used to pay for your order:

  • Paypal
  • Visa (only through Paypal Checkout Express)
  • Mastercard (only through Paypal Checkout Express)
  • Bancontact/Mister Cash
  • GiroPay
  • iDeal
  • Bank transfer/payment
We’re always looking into adding more payment methods to our site. You will always be able to find a complete, up-to-date list of our available payment methods right here.

2. Can I use a guest account if I want to order something?
Yes, you can. It is possible to order through our site without having to register an official account first. It is important that you make sure that there are no mistakes/errors in the billing or shipping address before you place the actual order, though. Any mistake made is the responsibility of the customer: Cooler Master won’t be able to assist you further in case of possible shipping and/or delivery problems.

3. How can I pay for my order without first having to create a Paypal account?
In order to pay with a creditcard without having to use a registered Paypal account please follow these instructions:

During Checkout choose 'Paypal Or Debit/Creditcard' as your payment method.
Next, when asked to log in to your Paypal account choose 'Don't have a Paypal account?' and follow their instructions.

The information you provide through our site will be used by Paypal to create an account for you so please make sure it's 100% accurate before continuing. After that you only need to fill in your creditcard details to complete the payment and place your order. Please note that Paypal is officially not a part of Cooler Master so in case of payment or technical problems always contact Paypal’s customer support first.

4. I've paid for my order but I never received a confirmation. Is this normal?
If you've ordered and paid for a product and entered a correct e-mail address, but ultimately never received a confirmation then it's possible that you might have closed the Paypal window prematurely. Please don't close any Paypal windows until you've received a confirmation that the order has been paid for and you are given the option to return to our Cooler Master store. In case you closed the window prematurely - but still after the payment process - there shouldn't be any problems and your order will still be processed as normal. However, it is possible that you won't receive an e-mail confirmation of the order. If you would like to receive your order confirmation/invoice please contact us (don’t forget to provide us with your payment and personal details for verification).

5. I've paid for my order but it says it's still 'Awaiting payment'. What is taking so long?
Before your order status changes to 'Awaiting shipment' (and eventually 'Shipped') all orders first have to be manually verified. This is done during working hours from Monday to Friday (excluding national holidays). Therefore it might sometimes take a few days extra before your order status changes. This is normal procedure. If you haven’t seen your order status change one week after ordering (this also includes payment) please contact us as soon as possible. Also, please keep in mind that no orders are being processed or shipped during the weekend as our office will then be closed.

6. I've made a mistake and chose the wrong delivery address (or made a typo). Can this still be changed?
Swiss Post: As long as your order hasn't yet been shipped it's usually still possible to change the address. In that case please contact us by LiveChat or call us as soon as possible (don't forget to provide us with your order number). If your order has already been shipped out then there's unfortunately nothing that can be done. UPS: If you made an error and UPS hasn't attempted to deliver your package already then it's usually still possible to change your address. As soon as you notice a mistake please contact us immediately and provide us with your order number and we will notify UPS of the change. In all cases we urge you to contact us immediately once you notice an error/mistake.

7. What does my order status mean?
Your order can have one of the following statuses:

Awaiting payment: Your order has been successfully placed (and might even have been paid for already) but still has to be verified by an employee first.
Awaiting shipment: Your payment has been verified and our team will now try to find all of the requested parts/products before it will eventually change to the next status:
Shipped: Your order has been successfully packed and has been handed over to one of our carriers for delivery. From here on out it's just a matter of waiting for the order to be delivered.
Refunded: The order has been cancelled and refunded. This status will only show up once a refund has been actually issued. You should normally also be informed of this by e-mail, depending on the situation.
Cancelled: The order has been officially cancelled, at either the request of the customer or by Cooler Master itself. We will normally only cancel an order if we can't fulfill it (in which case you’ll be notified by e-mail first) or if there has been any kind of abuse.
Declined: This status may indicate that you didn't have enough funds to complete the order or that there were (technical) difficulties, preventing the order from being successfully placed or completed. This is usually the case with Ogone (one of our payment providers) payments. In case of technical difficulties we’ll try our best to correctly update the order status as fast as we can.



SHIPPING

1. How will my order be shipped?
Depending on the items you want to purchase your order can be shipped with either Swiss Post (up to 0.50KG) or UPS. Orders being sent with UPS can be tracked and traced, while Swiss Post unfortunately doesn't offer this option.

2. When will my order ship?
All orders should usually ship out within two (2) or three (3) working days after we have received the payment and after your order status has changed to ‘Awaiting shipment’: if you haven’t received confirmation that your order has been shipped after four (4) working days (seven (7) days in case of bank transfer/payment) please contact us as soon as possible. No orders will be processed and/or shipped during national holidays, since our office will then be closed.

3. Where do your items ship from?
All items ship from our warehouse in the Netherlands. Unfortunately, it's not possible to visit our office to place and/or pick up orders. We can sometimes make an exception, though, but in all cases this needs to be communicated and discussed with one of our employees first.

4. I noticed that you’re located in the Netherlands. Can I come pick up my order?
Unfortunately, it's not possible to visit our office to place and/or pick up orders. We can sometimes make an exception, though, but in all cases this needs to be communicated and discussed with one of our employees first. It’s not possible to visit our office at random without appointment.

5. How much does it cost to ship an item to my country?
Swiss Post: the costs for Swiss Post are as follows: 0.01KG – 0.10KG: €2,49 0.10KG – 0.25KG: €3,49 0.25KG – 0.50KG: €7,49 Everything above 0.50KG will automatically be shipped with UPS. As a result you won’t be able to choose Swiss Post as a shipping method during checkout. UPS: Since the shipping costs for UPS are automatically calculated based on the volume of the package, the destination and the shipping method (Standard or Express Saver) it's recommended to first add the product(s) to your cart, then visit your shopping cart and finally click the button ‘Estimate Shipping & Tax’. You can then fill in the necessary information (country, zip/postal code and state/province) to calculate the exact shipping costs. In case of free shipping the shipping method will be based on the weight of the product(s). This means that smaller products (up to 0.50KG) may take longer to arrive (since these will be shipped with Swiss Post) in comparison to bigger products (that weigh 0.50KG or more, or just have wide dimensions; which means they will be shipped with UPS).

6. How long does it take for an order to arrive?
Depending on whether you choose UPS or Swiss Post during Checkout it may take up to four (4) weeks to arrive with Swiss Post or up to one (1) week with UPS. This is calculated from the day after the order has actually shipped out. Please note that this may also differ depending on the UPS service chosen (Standard or Express Saver) and other unforeseeable factors. In case that no one is home at the time of delivery UPS will try to deliver the order two (2) more times before it will ultimately be sent back to Cooler Master. There's also a possibility that the package will be sent to a depot after one (1) or two (2) failed delivery attempts, but this ultimately depends on UPS. You will then be able to pick it up from the location UPS has provided to you (they should leave a note).

7. I still haven't received my order. What to do?
First of all please make sure that you've entered the correct shipping address because this is the address that will be used for shipping the order. If there are any mistakes or typos please correct this as soon as possible and then also confirm this to us before the status has changed to 'Shipped'.

If your order has already been shipped with UPS please check with family/friends/neighbors/co-workers first before contacting us. The package may already have been delivered and signed by someone else. If not, please let us know so that we can track and trace the order.

As for Swiss Post: please first make sure that at least four (4) weeks have passed (five (5) weeks during the Christmas period) since the order has been shipped to you before considering a package missing or stolen. If you still haven't received your order after this period please contact us at shop@coolermaster.eu and we'll then try to look into the problem.

Please note: the use of non-traceable shipping is at the customer's own risk and there is no way to retrieve or locate the package once it has been shipped from our warehouse. By choosing Swiss Post you agree to these terms and Cooler Master cannot be held accountable for any lost packages.

8. I received an incomplete product. What can I do to receive the missing part(s)?
All of Cooler Master's products should be complete and shipped as shown on the product page. However, it can sometimes happen that a product is delivered (partially) unassembled or seemingly incomplete. In that case this should be mentioned on the product page itself. Please read the page carefully before ordering and if there's any doubt please don't hesitate to contact us. If you're absolutely certain that something is missing please contact us and we'll see what we can do to help resolve the issue.



WARRANTY & RMA

1. Why am I required to submit an invoice/receipt?
Cooler Master needs an invoice/receipt to verify the purchase date of the product and to see if it’s covered within the warranty period.

2. How long is the warranty?
The warranty depends on the product itself. Our full warranty conditions can be found here. If you’ve bought a product locally, or through an online store other than Cooler Master’s, and want to claim warranty please visit our Fanzone/support page to create an account and then a RMA ticket. Please note that you can’t use your CM Store account to log in to our Fanzone page; you will need a separate account to reach our technical support department.

3. How can I claim warranty?
The following procedure is only applicable for purchases made through our online CM Store. If you bought your product externally (locally or through a different online store) please visit our Fanzone/support page to create an official RMA ticket. If your order was damaged or broken during transit please click here for the correct procedure. If your product is malfunctioning or stopped working altogether and it’s still covered within the warranty period (by default this is two (2) years, but this differs for some products) then please send us an e-mail together with your complaint and order number or invoice. In case of optical/visual damage we require that you also include some pictures of the problem, or a video if the damage can’t be shown via pictures. We will then contact you as soon as possible, usually within five (5) working days.

4. My product has arrived broken or damaged. What’s the procedure to do this?
If you have received a broken or damaged part or product please take at least one photo (preferably more) of the damaged/broken part and send it, together with your order number and explanation, to shop@coolermaster.eu. In case the damage cannot be shown via pictures please try to send us a video of the problem. You should do this immediately after noticing and within two (2) days after having received the product. We will then get back to you as soon as possible. Please note that in case of user abuse (damage inflicted/caused by the end user) the part or product will not be replaced and neither will you receive a refund or store credit. In all cases this will be communicated to the end-user.

5. If I expedite the malfunctioning product to Cooler Master, will the RMA department expedite it back?
Based on company policy, customers are responsible for the costs to ship back the defective item for RMA repair/replacement. Once the item is repaired/replaced, Cooler Master will ship the item back to the customer. Shipping methods will be at Cooler Master's discretion.



RETURNS & CANCELLATIONS

1. What is your Return Policy?
Cooler Master takes great pride in the quality of the products that we sell and, as a direct result, offers a thirty-day (30-day) money-back guarantee on all Cooler Master retail products still in its/their original/sealed packaging. General rules:

  • The customer is required to take care of any shipping and handling fees. These fees are non-refundable by Cooler Master.
    This excludes items shipped incorrectly by Cooler Master.
  • A fifteen percent (15%) restocking fee may also be deducted from your refund or credit if the product has been opened or used.
  • Refunds will only be issued once the product has been received and successfully tested by Cooler Master.
  • To return merchandise, the consumer must first contact Cooler Master. Once an employee has accepted the return request the customer will then have up to ten (10) business days to ship the product(s) back to Cooler Master.
    The consumer must return the product(s) in its/their original packaging and in ’as-new’ condition, along with all documentation that was included in the original shipment.
You will be notified by mail once we have received and processed the returned product(s).

2. I want to cancel my order. What’s the procedure?
If you want to cancel your order please contact us by phone or LiveChat (right-hand bottom corner) as soon as possible. Don't forget to keep your order number ready.

You can use the following number to contact us: +31 (0)40 702 0991. If there’s no one available please use our LiveChat to leave us a message.

E-mails may not be handled in time therefore cancellations by e-mail are generally not accepted.
If the order has already been shipped you may return it according to our Return Policy.

3. I’ve returned an order or product to you but haven’t heard back. Now what?
First of all, before anything else, please make sure that you’ve notified one of our employees first and that you have received confirmation before you return your order/product to our office. We don’t want your package to get misplaced or signed by a different department as it would only delay the process. Once you have received confirmation you may return the order/product to us with any shipping method you prefer. Please keep in mind, though, that if you decide to return your order/product without any way to track and/or trace it we unfortunately won’t be able to help you in case in case it goes missing or gets damaged during transit. Therefore we highly recommend to use a service that offers at least one of these options, but preferably both. Once we have received the product one of our employees will usually inspect and test the product within two (2) or three (3) working days. If there aren’t any further issues you should receive a refund within ten (10) working days, depending on the payment method that was originally used. You should also receive a confirmation of this by mail.



REFUNDS

1. What is Cooler Master's Refund Policy?
If you have a defective or malfunctioning product that is still covered within the warranty period Cooler Master will try to either repair or replace the product. If a product is no longer available it will usually be replaced with a product of similar design and comparable value. Refunds will only be issued in consultation with Cooler Master and this might differ per situation.

2. How will I receive my refund?
Your refund will be issued in the same way that the order was originally paid for. This means that Paypal and Ogone payments can usually be refunded the same or next working day, while bank payments may take up to ten (10) working days.



OTHER

1. My question isn't listed. What do I do?
If your question isn't listed here then there are several ways to contact us. You can use one of the following contact methods to get in touch with us:

  • By e-mail: shop@coolermaster.eu
  • By LiveChat (in the bottom right hand corner)
  • By phone: +31 (0)40 702 0991

Please refer to our Contact page for information on when our office is open or closed.


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