Frequently Asked Question

What payment methods does Timecool Mall accept?
1. Timecool Mall supports two payment methods: paypal payment or offline wechat/Alipay payment;
2. if you choose pay pal payment, you can pay directly on the website; At present, the price displayed on the website is USD, if you are in other currencies, you can click on the top left corner of the website to change the currency;
3. if you choose offline wechat/Alipay payment, you can click the icon in the lower right corner of the website to add customer service wechat for offline payment.

The website currently shows prices in US dollars. How can customers buy and pay in other currencies/countries?
1. If the customer chooses PayPal to pay, PayPal will automatically convert the payment to the corresponding currency according to the current exchange rate;
2. At the current stage, if the customer does not have a PayPal payment account, he can create a PayPal account according to the website guidelines, which is very convenient and fast;
3. You can also choose to add customer service wechat and make offline payment after converting into RMB according to the current exchange rate.

Can I change my address?
If your order has not been shipped yet, you can contact our customer service for modification.
If your order has already been sent, we can help you contact the logistics provider for modification, but the logistics will charge you a certain amount of modification fee. The specific amount is subject to the data provided by the logistics provider.

How do I cancel my order?
If your order has not been shipped, you can log in to the website version of the cool mall through the computer, click - My order - choose to cancel the order;  You can also contact too cool mall customer service to cancel unshipped orders.
If your order has been shipped, you can choose to return it after receiving the goods, please contact Timecool.com, we will handle the refund for you.

What if there are missing items in the received goods?
Items you did not receive may have been damaged or otherwise prevented from being shipped when the package was actually prepared for you.  A "out of stock Notice" email will be sent on the day the package is shipped, along with a refund for the relevant items.  Refunds will usually be returned to the original payment account within 3-5 business days (points and gift card portions will be refunded first).  If you haven't received it after the deadline, please contact customer service.
If you do not receive any "out-of-stock notification" emails, your order may have been missed due to employee negligence.  Please contact customer service to apply for a refund or replacement.

What should I do when I receive a package with something broken?
It may be that the goods you ordered were damaged due to a bumpy squeeze in transit. Please contact customer service to apply for a refund or replacement.

What should I do if I receive a product that is about to expire or has already expired?
We have arranged a special person to carry out regular inspection and random inspection of all inventory goods, and the products near the shelf life or have expired are removed from the shelf; We are very sorry for sending this product due to the staff's negligence. Please contact customer service to apply for a refund or replacement.

I have already placed an order. Can I add new products?
Items cannot be added/deleted/modified for confirmed orders. Need to cancel the shipping order and place a new order.

Can I exchange the goods out of stock for something else? (When resending the express package)
The reissued order will directly generate a new order according to the goods of the original order. If the goods are out of stock, the system will directly refund the out-of-stock goods and cannot replace them with other goods for you.

received an email saying that the product is out of stock. Can the mall automatically send orders after the product is re listed?
Our system does not currently support automatic delivery of out-of-stock items when they arrive. In general, when the order product is out of stock, our system is automatically for customers to handle the refund of out-of-stock goods, it is recommended that you set the arrival reminder in your account, So that you can make a purchase immediately after the product is in stock.

About payment

Why do wechat/Alipay/Canada Card Pay receive fewer refunds than when you paid?
Due to the difference between the buying, selling, and midpoint prices of foreign exchange, there will be a difference in the amount of income and expenditure seen.

Can the refund be returned to a non-payment account?
We are sorry that the system automatically refunds the original payment method and we are unable to refund the actual amount to any account other than the one you paid for at that time.

Can discount coupons be stacked and used?
Can multiple discount codes be used together?Multiple discount codes cannot be used to purchase a single product at the same timeIf multiple percentage discount codes are used simultaneously, the system willautomatically recognize and use the lowest discount.discount for meeting a certain amount and percentage discount codes can be used together.