Frequently Asked Questions (FAQ)

As a distribution company, we do not sell vehicles to the public. If you are interested in purchasing vehicles in person, please check out our dealer locator page. If you prefer shopping online, you visit our buy online page. If you have inquiries about becoming a dealer, please reach us via our contact page for more information.

No, you must purchase items through our website. Since the onset of the COVID-19 pandemic, we have stopped accepting walk-in purchases and will continue to uphold this policy onward.

We currently only accept Credit/Debit cards and Paypal payments online.

All orders will receive two automatic email confirmations; once when tracking information is available and the other when delivery has occurred. Alternatively, you can log in to your account, where the status of your checkout history can be found under Order History. The tracking number should be viewable by pressing “View” under the specific order. If you made an order and have not received any updates, you can reach out to us by using our contact page or calling 626-228-0251. Please have your invoice number ready if you intend to reach out.

Usually, payment errors are a result of unmatched billing information, insufficient funds, incorrect card information or bank security blockage. To resolve this issue, you can try reordering again and be more attentive to the potential problems listed above, or give us a call at (626) 228-0251 and have us manually input the payment information into our credit card machine.

If you intend to cancel an order, you can do so by accessing your “MyAccount” page and pressing the “Cancel Order” button. You can also notify us via our contact page or by calling us at 626-228-0251. Please do so immediately; if the order has already been sent out, we will be unable to cancel and refund the order unless you pay the postage for the item to come back. If this is the case, we will also impose a 15% restocking fee. For orders that have not yet been sent, we will honor a full refund.

By default, the last used shipping address will be saved into your Coolster account. When you are checking out your order, the default shipping address will be displayed, and you have the option to amend it if you need to. If you need to change the shipping address after the order has been placed, please contact us immediately. We cannot guarantee an address change, and if the order gets shipped, we will be unable to refund any additional shipping costs.

Local pickup is an option at our warehouse located on:

9436 Rush St. South El Monte, CA 91733

If you select this option, please allow at least a day before coming to retrieve your order, as it takes about a day for us to process your transaction and prepare the merchandise.

Our shipping costs are calculated based on a percent of the total cart. This is the most reliable way for us to gauge shipping prices because items can vary greatly in weight, shape and dimensions. Due to this, traditional shipping options will not cover all aspects of our items.

1. In the event of damaged, missing, or incorrect items received, we will require photo proof of the affected order and your invoice number so that we can investigate and review before a decision is made to re-send the items to you at no cost, subject to availability. We may also email you a return label to send back the affected item(s). Considering this, any sample that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at coolsterparts@gmail.com
2. In the event of lost mail, we will try to locate the package by contacting either USPS or UPS. If there is a clear indication that your order is indeed lost, we will re-send the order to you at no cost, subject to availability.

*Due to COVID-19, orders may become delayed. We are working diligently to get all packages shipped. We appreciate your patience.*

Users who order within the continental US (not including US territories, Hawaii or Alaska) should expect to receive their orders within four (4) to eight (8) business days (standard shipping) upon payment verification depending on the volume of orders received. Users in the continental US who choose expedited shipping should expect items within one (1) to two (2) business days.

If you experience delays in receiving your order, reach us via our contact page immediately and we will help to confirm the status of your order.

All our items will be shipped via USPS or UPS.

Unfortunately, the only market we sell to is the US and registered US Territories.

As mentioned previously, we do not sell vehicles to public consumers. Each dealer has their own warranty policies. Therefore, if you received a defective product from one of our dealers, it is your responsibility to contact and resolve the issue with them. If the dealer indeed validates a defective product and needs warranty parts, then we can provide it to them so long as there is proper documentation. Please refer to the visualization below.

Consumer receives defective product   >  Consumer notifies dealer  >  Dealer contacts Coolster for parts  >  Dealer receives parts and warranties consumer