Terms & Conditions

Return Policy

DAMAGED OR DEFECTIVE MERCHANDISE:
Hello Cool World intends that all products sold are of the finest quality and free from defects. If there is a problem such as defects and damage with any product you have ordered, please contact us immediately. We will replace any defective or damaged goods, and make a pickup request to return the merchandise at our expense. We require notification within 48 hours of receiving a damaged or defective product in order to process a refund or exchange. Hello Cool World will not replace (at our expense) any damaged shipments where we are not notified within 48 hours of your receipt of your order.

UNDAMAGED RETURNS:
If within 30 days of the shipment date you decide you wish to return any unopened and unused merchandise you may request a return authorization. Returns must be in original packing/boxes. There is a 15% restocking charge and you will be charged for return shipping charges (return shipping charges will be subtracted from your credit amount, not actually billed separately). All returns must include a return authorization, so please do not ship items back without contacting us first. Some special orders and promotional items cannot be returned, or may be subject to higher restocking fees.

Shipping Policy

If you order a product that is in stock, it will usually ship from the warehouse within 24 hours of your order being placed (Monday through Friday). No shipping occurs on Saturday or Sunday. Orders placed from late afternoon Friday through Monday morning will be processed on Monday (except for Holidays)

Please note that shipping takes 5-10 business days for standard ground shipping and 3-5 business days for expedited shipping after your payment has been fully processed.

We base our shipping prices on Canada Post in Canada and USPS in the USA.  The handling charge (which is included in the shipping charge) is usually less than 5% of the total cost of the DVD.  We apologize for the high shipping costs, but because we are a small organization, we do not have the same bulk rates that large companies do.

Billing Policy

We use Stripe as our Point Of Sale interface. Stripe allows you to pay with a credit card even without a Stripe  account. Your credit card will be charged under “Stripe” and will usually append our account name (HelloCoolWorld or Good Company Communications Inc.) to the billing item. Orders are billed to your credit card upon being received. Your credit card will be billed for all items on the order including pre-sale or out of stock items. If your order contains a mix of in stock and pre-sale or out of stock items it is our default policy is to hold the order until all items are ready for shipping.

REFUNDED ORDERS
Refunded orders still incur Stripe processing fees. We will refund the net amount after deducting any bank or payment fees.

Supplementation of Information

Correcting/Updating/Deleting/Deactivating Personal Information
If a user’s personally identifiable information changes (such as zip code, phone, email or postal address), or if a user no longer desires our service, we provide a way to correct, update or delete/deactivate users’ personally identifiable information. This can usually be done by using our Contact page.

Notification of Changes
If we decide to change the terms & conditions of sales, we will post those changes to this page, the homepage, and other places we deem appropriate so that our users are always aware of current conditions.

If, however, we are going to use users’ personally identifiable information in a manner different from that stated at the time of collection we will notify users via email.

Contact Information
If users have any questions or suggestions regarding our terms & conditions, please contact us at: store@hellocoolworld.com