Is my information that I submit secured?

- We assure you that your security is our top priority. Your orders are processed through a secured server so all information is encrypted. Besides, for security reasons, we do not store credit card numbers so that the information cannot be retrieved by anyone.



Are you going to sell or use my information for any 3rd party marketing?

- All information provided will only be utilized to fulfill the order that you place with us. All information provided is strictly confidential and is contained on secured servers at a secured site. Please feel free to review our complete Privacy Policy.




Service Related:

Why is there no contact phone number on your site?

- This website is designed to fulfill the order for our network Distributors/Dealers and not for the public use. However, if you still have question regarding the order, product, refund or exchange, we will answer your question thru the email.



What if I have questions about your products?

- Our customer service department has professionals standing by to answer any questions you may have concerning our products. Please feel free to email us at Service@koolkase.com with any questions you may have.



When can I expect a response if I send you a request?

- Customer service is very important to us. We answer emails as quickly as possible. Normal turnaround time for emails will run about 24-48 business hours. If we are experiencing a high volume of emails, responses may be delayed. Please know that we answer every correspondence in as timely manner as possible in an effort to better serve you.



How do I get a refund or exchange if my product does no fit or work?

- If you find a product to be defective within seven (7) days from the date received, you may return the product for a full refund of the purchase price (less shipping if applicable) or a prompt exchange for a replacement product with no shipping fees for it to be replaced. For any return/replacement request, please email to RMA@koolkase.com for the RMA # and simply return the product to the below address along with a copy of your original invoice and a brief note stating the nature of the defect and a request for a refund or a prompt replacement. Once received, your request will be processed as soon as possible.


KOOLKASE.COM 2645 Rodney Lane, Dallas, Texas 75229.


How do I get a refund or exchange if I don’t like the product?

- If for any reason you are not completely satisfied with your purchase, you may return it for a refund (less shipping if applicable) within seven (7) days from the date received provided all contents are complete and in the original packaging. Please note that all returns of non-defective merchandise are subject to a 20% restocking fee. Please note that used and incomplete merchandise sent to KOOLKASE.COM for a return or exchange will be refused and returned to sender.



What’s your exchange policy?

- All products sent back for exchanges will be processed and shipped back out within Three (3) business days from the day received. KOOLKASE.COM will not guarantee the availability of the exchange item. Please email to Service@koolkase.com for any question regarding exchange item. Please note that after you receive your exchange, you cannot return it any longer.

Payment Related:

What are my payment options?

- We accept American Express, Discover, Visa and Master Card as form of payment. Unfortunately, Cash On Delivery (C.O.D.) is not available as payment at this time.



Dealership Related:

Where can I get the Dealer Code?

- Usually, you will get the dealer code thru the participated dealers across the country. If you used to purchase from our site but forget the dealer code, please email us at Service@koolkase.com.



Can I get wholesale prices from your company if I am a retail owner?

- Unfortunately, this site is strictly an online retail site and do not offer wholesale pricing at this time. However, you may contact other distributors which carry the same or similar products that we have.