Cart

SUPPORT

DELIVERY

Where is my online order?
You can track your online order, simply use the tracking number provided to you on your shipment confirmation email via the USPS website

How long will delivery take?
You are provided with an estimated delivery date for each item, based on the delivery suburb you have set and availability of your items. You can also track your online order, simply use the tracking number provided to you on your shipment confirmation email via the USPS website

How much is delivery?
Delivery is free

My delivery hasn’t’ arrived. What should I do?
If your delivery has not arrived during the expected delivery contact our Customer Support Team and they can follow up on the status of your order.

Can I choose a specific delivery time to make sure I’m home when my order arrives?
Expected delivery times can be checked using the tracking details on the USPS website

Do you deliver overseas?
CoolRiver is unable to deliver overseas.

Do you deliver to PO Boxes
CoolRiver can deliver to PO Boxes. Goods classified as “Dangerous”, e.g barcode scanners cannot be delivered to PO Boxes

Does someone need to be home to accept delivery of my order or will it just be left in a safe place
Someone will need to sign for the delivery of your order, unless you gave authorization for the goods to be left at the time of placing your order.

When I view my order it shows two different deliveries. Can they be combined and delivered on the same date?
Provided that your order has not been dispatched we can combine orders and deliver on the same date.

Will I be notified when my order is going to be delivered?
You can track your online order, simply use the tracking number provided to you on your shipment confirmation email via the USPS website

 

RETURNS

I have opened my order can I still return it?
CoolRiver will not accept retunes if the item has been opened. If your product is defective it is covered under the manufacturer’s warranty

How do I return an online purchase?
Please Contact our Customer Service Team with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

Do I have to pay for shipping if I need to return my item?
CoolRiver will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc).

How long do I have to return an item?
You may return most new, unopened items within 30 days of delivery for a full refund.

How long will it take to receive my refund?
Your refund will be processed back into the same account you used to make the purchase. The time it takes for the refund to go back into that account may vary depending on the payment method you used.

If I have changed my mind, can I return an item?
Yes, provided the item is unopened and in new condition, and you have proof of purchase, CoolRiver will accept a return of the item within 30 days of delivery.

The item I received is damaged / faulty. Can I replace it?
If you have received a damaged or faulty item, simply contact our Customer Support Team, who will assist you with replacing the product or processing a refund.

What is your returns policy?
To learn about our returns process, please read our returns policy.

 

ACCOUNT

Can I change the address on my order if it has been addressed incorrectly?
The delivery address may be changed if we are advised prior to the goods having been shipped

How do I set up an Account?
Setting up a CoolRiver Account is easy and only takes a couple of minutes. Simply hover over the My Account icon in the top right-hand corner of the screen click Create a new account and proceed to fill out a few quick questions.

I can’t log in into my CoolRiver account, can you help?
If you’re having trouble logging in to your account, please contact our Customer Support Team for assistance

I didn’t receive my password re-set email
You may not have registered your details with us. To do this, visit the My Accounts page. If you have signed up already, please check your ‘Spam’ or ‘Junk mail’ folder. Please contact our Customer Support Team for assistance if you continue to have issues.

What are the benefits of an CoolRiver account?
An CoolRiver account gives you a faster checkout experience. You can save shopping lists, track your orders, see your order history, reorder previous purchases and save your delivery preferences.

What happens if I have forgotten my password?
You will need to reset your password. Please enter your Login ID or email address on our Reset password page. You should receive an email containing a temporary password to log in to your account. You will then be able to reset your password.

What happens if I have forgotten my username?
If you have forgotten your username, please contact our Customer Support Team for assistance

Why can’t I add a particular item to my shopping cart?
This may be because a small number of products online are ‘out of stock’. If t he product is listed as ‘in-stock’ and you cannot add it to your shopping cart please contact our Customer Support Team for assistance.

 

LOG IN ASSISTANCE

How do I log in?
There is a My Account link on the top of every page as you browse the website. Simply enter your email address and password in the fields displayed to log in.

Why can’t I log in?
If you are getting a message that your log in information is incorrect, resetting your password is a quick way to access your account.

Visit the Reset your password page, enter your User ID or email address and a temporary password will be sent directly to your inbox within a few minutes. Your new password will be case sensitive.

I can’t remember r my log in details. How can I reset them?
If you are getting a message that your log in information is incorrect, resetting your password is a quick way to access your account.

Visit the Reset your password page, enter your User ID or email address and a temporary password will be sent directly to your inbox within a few minutes. Your new password will be case sensitive.

I’ve forgotten my password. How do I reset it?
Visit the Reset your password page, enter your User ID or email address and a temporary password will be sent directly to your inbox within a few minutes. Your new password will be case sensitive. You will then be able to reset your password on the website, following the instructions.

 

WEBSITE

I’m having problems ordering online with CoolRiver. Who can I go to for help?
Contact our Customer Service Centre

 

CONTACT

How can I contact you to ask a question or provide feedback?
You may contact us and provide feedback via the Contact Us Form on our webpage

 

ONLINE ORDERS

Are my personal details safe?
Yes, read more about our commitment to protecting your privacy and personal information in our Privacy Policy.

Can I cancel my online order?
Once your order has been paid for and processed, you are unable to cancel it.

However, once you have received your order, you can return it unopened within 30 days of delivery. Please contact us and we will assist.

Can I get a tax invoice in my business name?
Yes, simply contact us and we will assist.

Can I make changes to my order?
We can cancel or re-place your order so long as it has not yet been shipped

Can I price match online?
No, you cannot price match items online. You can only price match by contacting our Customer Support Team

Can I track my order?
You can track your online order, simply use the tracking number provided to you on your shipment confirmation email via the USPS website

I can’t see my online order in my order history
If you place an order using the “Guest Checkout” option and do not log into your account first, the order will not be added to your order history. If you are still unsure of why you order isn’t showing, please contact our Customer Support Team

I’m missing a product from my order, what should I do?
If you are missing a product from your order, please contact our Customer Support Team

I’m having trouble ordering online, can you help me?
If you have trouble ordering items online, please contact our Customer Support Team

I’ve received t he wrong item, who do I contact?
If you have received the wrong item in your order, please contact our Customer Support Team

If an item is on backorder, when will I receive my tax invoice?
A Tax invoice will be supplied once your backordered product is dispatched.

If I leave items in my cart, will they be saved?
If you have items in your cart they will be saved unless you clear your browsing history and cache on your device. Please note that if you log into your CoolRiver account, these saved items may be replaced with the saved items from your account shopping cart.

My order hasn’t arrived, what do I do?
If you have not received your order within the specified timeframe, please contact our Customer Support Team from Monday to Friday between 8am and 8pm and Saturday or Sunday between 9am and 5pm.

What happens if I am not home to receive my order?
If you are not at the delivery address when the driver arrives the driver will leave a card at the premises, and depending on the time of the day the delivery attempt was made, the driver will either reattempt the delivery later in the day, or the following business day.

What happens if the product I ordered is not in stock?
If the item is not in stock at the time of ordering, we will place a backorder (an order to the supplier directly for you). You will be provided with an estimated delivery date prior to purchase and on your order confirmation.

What payment methods are accepted online?
You can use a Credit Card (Visa, MasterCard and Amex) and PayPal to pay for your order.

When will I be charged for my order?
Payment for an order will be processed immediately following a successful transaction.

When will my Credit Card be charged?
Your Credit Card will be charged once you complete the online order process. This includes ticking the box that says ‘I accept the general terms and conditions’ and clicking ‘Order Now’ on the order confirmation page.

Will I receive a receipt or Tax Invoice?
If you would like a tax invoice please contact our Customer Support Team

 

PRODUCT INFORMATION

Who do I contact for product specific information?
If you would like more information on any of our product range please contact our Customer Support Team

 

ADDITIONAL

Do you offer a “Pick Up” option instead of delivery?
CoolRiver does not offer a pickup service at this time

Do you offer a mobile phone trade in service?
CoolRiver does not offer a mobile phone trade in service