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Payment, Shipping & Returns

General Information

  • We make every effort to ship your order as quickly as possible. Please allow up to 2 working days for your order to be processed and shipped (this excludes national holidays).
  • We will promptly notify you in case of any delay.
  • Please note that items ordered together may not necessarily be shipped together. 
  • Orders are shipped on a daily base with UPS (with track and trace) and/or Swiss Post (without track and trace). 
  • Unfortunately we do not ship to P.O. Boxes. 

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Payment

Your order will be shipped out once we have received the payment for that order. We currently accept the following payment methods:

  • Paypal
  • Creditcard (both Visa and Mastercard, through Paypal Express Checkout)
  • Bancontact/Mister Cash
  • GiroPay
  • iDeal
  • Bank transfer

Once you have successfully placed an order the status of your order will change to 'Awaiting payment' until Cooler Master has verified the payment. This might take some time as this is done manually. If your order status still hasn't changed after 2 working days (excluding national holidays) please contact us to see what's happening.
If an order hasn't been paid for within 3 weeks the order will be deleted/cancelled.

Order status:

Your order will go through the following statuses before it will ultimately arrive at your doorstep:

  • Awaiting payment:
    Your order has been successfully created (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 to complete the order.
  • Shipped:
    Your order has been successfully packed and has been handed over to the courier for delivery. From hereon out it's just a matter of waiting.
  • Refunded:
    The order has been cancelled and refunded. This status will only show 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 Cooler Master (we will normally only cancel an order if we can't fulfill it 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 other (technical) difficulties. In case of technical difficulties please send us a mail and we'll look into the problem as soon as possible.

Paypal notice:

If you want to pay with PayPal, please ensure your account has a confirmed shipping address to ensure fast processing.

How to confirm a shipping address with Paypal:

If you want to pay for your order using a creditcard, but you don't have a Paypal account:

  • 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.
    Important: the information you provide through our site will be used to create a Paypal account for you so please make sure it's completely accurate.
  • After that you only need to fill in your creditcard details to complete the payment.

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Shipping Methods

UPS:

UPS will try up to 3 times to deliver your order. This excludes weekends and holidays. After each attempt the courier will leave a message with the estimated time of the next delivery attempt. It is your own responsibility to make sure that there will be someone to accept the package during these 3 attempts.

Important:
After 3 delivery attempts the package will be returned by UPS to Cooler Master. Reshipment charges apply for orders returned for non-delivery. UPS may also leave your order at one of their depots after one or two failed attempts (this is usually the case for remote places); they will leave a note in case this happens.

Swiss Post:

Swiss Post non-traceable freight is an extra service which is much more attractive for small, lightweight and cheaper products/parts. Delivery times for Europe vary from 1-4 weeks, depending on the destination and your local mail delivery service.

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

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International Shipments

Recipients are responsible for any applicable customs duties or taxes in that country, which are collected by the carrier upon delivery.

Some oversized items cannot be shipped directly to all international addresses. Oversized items require additional charges for shipping & handling; express delivery and international delivery will be added to the basic shipping rates.

Shipping rates are calculated based on the weight or volume weight (whichever is higher) of the order and its destination. To determine shipping rates, simply add the product(s) to your basket and go to your shopping cart. Fill in the information listed below 'Calculate your shipping costs' and then click the 'Estimate Shipping & Tax' button to get an estimate for the shipping costs.

For additional information, please contact our Customer Service department by e-mail or +31(0) 40 702 0900. Please be ready with the item number(s) and the complete shipping address.

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Shipping, Title And The Risk Of Loss

Shipping, handling, and insurance are additional unless otherwise expressly indicated at the time of sale. Cooler Master highly recommends the shipping of all Cooler Master orders to be insured by the carrier.

If damage has occurred during shipping the customer must file a claim with the carrier.

The consumer must notify Cooler Master of damaged or missing items from his/her order within two (2) business days after the consumer receives his/her product.

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Cancellations

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 shipped you may return it according to our Return Policy listed below.

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Return Policy/30-Day Money-Back Guarantee

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.
There are some rules, however:

  • 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.

flag of the NetherlandsRetour Beleid/30 dagen geld-terug garantie

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