Shipping

Do you ship internationally?
We ship to over 100 hundred countries in the world using China Post Air Mail, EUB or Express. You can see more information on our Shipping page.

How much will it cost to ship my order?
We ship orders via China Post Air Mail, EUB or Express for expedited shipping service to over 100 hundred countries in the world. These costs are based on the weight and the size of the box. Some countries limit the dimensions of incoming packages, so there may be orders that we will divide into several packages. Another important note to keep in mind is that orders being shipped out may be subject to taxes, customs duties, and other fees upon arrival at the destination country, for which the recipient is responsible.

When can I expect my order to ship?
Most of our orders ship within 2 business days. If your order hasn't been shipped out within 2 business days, there are several possibilities happened: Item out of stock, the item is on pre-order, customized Items, human error, etc. Please contact us at support@coogam.com for more information.

How can I track my parcel?
Items shipped by Regular Air Mail will not have valid tracking information. Items shipped by Registered Air Mail, EUB or other Express including DHL, UPS,TNT,FEDEX will have valid tracking information. Please check the specific carrier and track your parcel on the official website.
You can track it here: http://www.17track.net/en
If you have any questions, please contact us at support@coogam.com.

Why my order hasn't arrived within the specified delivery time-frame?
Delays are possible with international shipments for a variety of reasons. Not only is there much more distance to cover, but there's also government agencies that sometimes inspect the goods before they enter the country, which can add to the total shipping time. Also, while rare, lost or confiscated shipments are a possibility. Please feel free to contact us at support@coogam.com regarding a lost shipment until at least 4 weeks after the order was shipped out (but do not wait more than 75 days to contact us).

Who are responsible for the customs duty?
If you choose Regular air mail as shipping method, we generally send the items by a personal name and mark the package as a gift. Generally the total price we declare will be less than 32.00USD（Sometimes 50-60USD according to the shipping policy but declared price in any situation won’t be more than the one on the website）for custom clearance. If you have other request of this declaration, please inform us in the note on the checkout page when you order.
Please check if you should pay any duty fee in your country. You are responsible for it if it is required.
Please kindly NOTE:
1) If the parcel is shipped via EXPRESS like DHL, Aramex, European Express(DPD), according to their rules, the value will be declared according to the real value of items by them, and we do not have the right to make any modifications generally;
2) Please DO contact us first, if your local customs or post office need you to provide them with the proof of payment or other documents before releasing the parcel; if the parcel is returned to us because the customer rejects to sign without contacting us, the customer should pay for all the tax and shipping cost of the return;
3) The tax charged by your custom office depends on the custom clearance policy in your country;
4) If there are certain items for which there are some strict rules regarding the import of, there is a risk for the package to be destroyed or even confiscated by customs, please be aware. If the package is lost, please contact support@coogam.com, we may offer a replacement or refund.

Payment

What payment types do you accept?
We accept Paypal, Visa, Mastercard. More payment types available soon, but we do not accept Bitcoin at the moment. Please feel free to suggest a payment type, and we'll take it into consideration for the future.

Why has my credit/debit card been declined and how can I resubmit my order?
Cards can be declined for many different reasons. It could simply be that part of the card’s information was entered incorrectly. If the problem continues, contacting your credit card provider would probably provide the best results.

How can I place a wholesale order?
If you would like to inquire about purchasing any product through wholesale, please email support@coogam.com with information on the product and quantity you are interested in.

Is the coogam.com website secure? What security does it offer?
All Coogam transactions occur under an SSL (secure sockets layer) which is the standard security technology for establishing an encrypted link between a web server and a browser. The SSL protects all of your personal and confidential information when making a purchase on coogam.com. SSL helps the consumer’s browser automatically scramble their information such as a credit card number before it gets sent to the merchant. After that, SSL allows only the merchant’s software to unscramble this data.

Return

What is your return policy?
You can see our full return policy on our Return Policy page.
How long do I have to return an item?
All returns must be made within 30 days of receipt of shipment.
What if I need to return an opened item that was received broken？
Please contact us as soon as possible at support@coogam.com, and send pictures of damaged parts or describe the damage. Our Support Team may find out a solution to make it right, So it's very important that you contact us first.
How long can I receive my refund?
Refunds are processed within 7 business days after we receive your returned package.
How should I package my return?
Product returned should be packaged with the original packaging.
Will I be charged shipping for my return?
We do want to make the return process as easy as possible, but unfortunately do not offer free shipping for the return reason that isn’t quality-related.
A part of my order is missing, how can I get the missing part?
If any part of your order is incorrect, contact us as soon as possible at support@coogam.com. Make sure to include your order confirmation number and describe what was missing from your order.