FAQs
Shipping
Where do you ship from, and how long will delivery take?
Our products ship directly from our warehouse in Shenzhen or Hongkong, China. Delivery times vary depending on your location:
- United States: usually 5–10 business days
- Canada/Europe: usually 10–14 business days
- Other regions: around 7–21 business days
You’ll receive a tracking number as soon as your order ships, so you can monitor your package every step of the way with our Order Tracking page.
What shipping carriers do you use, and what if my package goes missing?
We partner with trusted carriers such as 4PX, UPS, USPS, DHL, and FedEx (depending on your location) to ensure safe and reliable delivery.
If your package is delayed, lost, or marked as delivered but you haven’t received it, please contact us right away. We’ll work with the carrier to investigate and, if necessary, arrange a replacement or refund according to our shipping policy.
For extra peace of mind, we strongly recommend adding shipping protection at checkout. This insurance is provided by our third-party partner Seel. In the rare event your package is lost or stolen, Seel will handle the claim and compensation, giving you a worry-free shopping experience.
How long will it take to ship my order?
In most cases, we process and prepare your order within 3 business days after it is placed, and your tracking number will be updated once the package is ready to ship.
Please note:
- If the product listing is marked as “Pre-Order”, the shipping time will depend on the estimated arrival date shown on the product detail page.
- If there is no pre-order notice, the item is in stock and will be shipped within the standard processing time.
How does shipping insurance work?
At checkout, you’ll have the option to add package protection provided by our third-party partner Seel.
Here’s how it works:
- Select insurance at checkout – simply check the box to add package protection before completing your order. Please note: this option is only available in certain countries/regions. If you do not see the checkbox at checkout, the service is not available for your location. This protection is provided and managed entirely by Seel, not by iKOOLCORE.
- Seel covers your package – once insured, your order is protected against loss, theft, or damage during transit.
- Easy claims process – if something happens to your package, you can file a claim directly with Seel. They will review your case and provide compensation or a replacement according to their policy.
Adding shipping insurance gives you extra peace of mind and ensures a worry-free shopping experience. We highly recommend adding insurance for valuable orders.
Can I change my shipping address after placing an order
Once an order has been placed, we begin processing it immediately. If your order has not yet shipped, please contact us as soon as possible to request an address change.
If your order has already shipped, we are unable to change the shipping address. In that case, you may need to follow the carrier’s procedures for redirecting the package or wait until it is returned, then request a replacement or refund according to our return & refund policy.
Orders
Can I cancel my order before it ships?
Yes! If your order has not yet shipped, you can request a cancellation by contacting our customer support team as soon as possible. Once we confirm your request, we will cancel the order and issue a full refund.
Please note that once an order has been processed for shipping, it can no longer be canceled.
Can I cancel my order after it has shipped?
Once an order has been shipped, it can no longer be canceled. If you no longer wish to keep the item, please wait until it arrives and then follow our return & refund policy to request a return.
For the best experience, we recommend contacting us as soon as possible after placing your order if you need to make any changes or cancellations before it's shipped out.
How long is the warranty for my order?
All our products come with a one-year limited warranty.
Due to the complexities of international transactions and shipping, if you experience any hardware issues, please cooperate with our customer support and technical team for a basic pre-repair diagnosis. This helps determine whether the issue can be resolved on your end or if the product needs to be returned to our service center for further handling.
If your issue is covered under the warranty, please contact our support team with your order details, and we’ll assist you with repair, replacement, or other solutions according to our warranty policy.
Can I get an invoice for my order?
Yes! After placing your order, you can request an invoice by contacting our customer support team via service@ikoolcore.com. Please provide your order number and any specific details you want included on the invoice, and we’ll send it to you promptly.
Service
Where can I download drivers, BIOS updates, and the user manual?
You can download all necessary drivers, BIOS updates, and user manuals directly from our Download Center.
Simply visit the Download Center on our website, select your product model, and you’ll find the latest resources available for download. Always make sure to use the latest BIOS and drivers to ensure optimal performance and stability.
How long is the free warranty period for the product I purchased?
Our products come with a one-year free warranty starting from the date of delivery. If you encounter any issues during this period, please feel free to contact our support team at service@ikoolcore.com.
How can I get repair service for my product?
If your product requires repair, please follow these steps:
- Contact our support team – Provide your order number and a detailed description of the issue.
- Pre-repair diagnosis – Our technicians may guide you through basic troubleshooting to determine whether the issue can be resolved remotely or needs to be sent to our service center.
- Return authorization – If the product needs to be repaired at our service center, we will provide a return authorization and instructions for shipping.
- Repair and resolution – Once we receive your product, our technicians will perform the repair or replacement according to our warranty policy, and return it to you promptly.
Following these steps ensures a smooth and efficient repair process.
