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Order and Delivery

ORDERING AND PAYMENT

  1. When filling in the shipping address, please select the correct region/address and provide accurate recipient information to avoid delivery delays due to incorrect information. You may use Traditional Chinese characters for addresses in Taiwan. For other regions, please use English.
  2. If an order contains both in-stock items and pre-order items, in-stock items will be shipped first within Taiwan, while pre-order items will be shipped immediately upon arrival in stock. For international orders, all items will be shipped together once the pre-order items are available.
    *Pre-order/limited edition items will be delivered within 14 working days after the order is completed.
  3. Payment Methods Supported:  

All orders paid with Bitpay require manual review. Our internal team will complete this process within 1 to 3 business days (excluding   weekends and holidays). Once the payment is confirmed, an “Order Received – CoolWallet Purchase” email will be sent to your email address.

TRACKING YOUR ORDER

After you’ve placed an order, we’ll email you with all the details. Please provide a valid email address in your order to receive timely updates on your order status.

  • Unpaid: After successfully placing an order on the website, the order status will be “Unpaid.” Please complete the payment as soon as possible.
  • Paid: Once the payment is complete, the system will process the order. At this point, the order cannot be modified. If you need to change the order information, please contact the CoolWallet team at [email protected] promptly.
  • Shipping: You can check the latest shipping progress through the link in the email.

DELIVERY INFORMATION 

Delivery Time – Deliveries are made Monday to Friday from 09:00 to 18:00. No deliveries are made on public holidays.

Taiwan Shipping Service

Orders will be shipped within 1 to 3 business days after payment is completed. Shipping may be delayed during holidays with high order volumes or due to unforeseeable natural disasters.

International Shipping Service

Delivery takes approximately 7 to 10 days after dispatch, depending on the destination country and the courier’s delivery schedule. Customs inspections and other factors may extend delivery times.

DUTIES AND TAXES

Product prices do not include shipping fees, customs duties, or any taxes that may be charged by the destination country. All taxes and duties are the responsibility of the buyer. As we’re unable to advise the exact amount, we recommend contacting your local customs office or tax authority before placing an order. 

Harmonized Tariff Schedule (HTS) Code:
The HTS code for CoolWallet is 8523.52.0090.

If Customs Duties Are Refused

Due to varying customs regulations in different countries, goods may either be destroyed locally or returned to CoolBitX. If the goods are destroyed, the recipient will bear the loss. If the goods are returned to CoolBitX, the recipient can choose one of the following options:

  • CoolBitX will issue a refund after deducting handling fees and other incurred charges.
  • The recipient can pay for re-shipment, and CoolBitX will assist with re-exporting the goods.

Unable to Contact Recipient

If we are unable to contact the recipient after an order is placed, resulting in the order being unshipped, we will notify the recipient. If there is no response within seven calendar days after the notification, we will issue a refund, deducting handling fees, to the original payment method.

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