Shipping policy

Last Updated: 2026.5.21

Website: www.coolcovery.com

Introduction

This Shipping Policy explains how shipping, delivery, tracking, customs, duties, delivery delays, delivery damage, and related logistics matters are handled for purchases made directly from COOLCOVERY HEALTH TECHNOLOGY COMPANYLIMITED, doing business as CoolCovery (“CoolCovery,” “we,” “us,” or “our”), through:

www.coolcovery.com;
approved private checkout links;
direct invoices;
written quotations;
official CoolCovery sales channels;
other direct purchase methods operated or approved by CoolCovery.

This policy does not apply to purchases made from third-party retailers, clinics, gyms, wellness centers, distributors, resellers, marketplaces, or other partners, unless we expressly state otherwise in writing.

If you purchased a CoolCovery product from a third party, please contact that seller directly for its shipping, delivery, customs, and after-sales policy.

Nothing in this policy limits any mandatory consumer rights that apply under the laws of your country, state, province, or region.

Our Shipping Model

CoolCovery is currently offered primarily through a B2B-first and controlled purchase model.

This means that certain products may not be available for automatic public checkout or immediate shipment. Professional systems, commercial packages, B2B packages, premium home recovery systems, trial units, demo units, bulk orders, and customized configurations may require:

consultation;
quotation;
safety confirmation;
product configuration review;
destination availability confirmation;
customs and import review;
shipping quotation;
private checkout link;
written invoice;
separate written agreement.

Different shipping terms may apply to:

consumer purchases;
premium home recovery purchases;
B2B purchases;
commercial packages;
professional kits;
distributor or reseller orders;
pilot programs;
demo units;
customized configurations;
accessories, consumables, and replacement parts;
App-related digital services or non-physical services.

If a separate quotation, invoice, purchase order, commercial agreement, pilot agreement, distributor agreement, partner agreement, or shipping instruction applies to your purchase, that document will control if it conflicts with this policy, unless mandatory consumer law provides otherwise.

Standard Shipping Method: Sea Freight

Unless otherwise stated in writing, CoolCovery uses sea freight as the standard shipping method for physical products.

Sea freight may include:

ocean freight;
port-to-port shipment;
sea freight plus local delivery;
freight forwarding;
customs brokerage;
warehouse-to-door delivery where available;
partner-assisted delivery;
commercial freight delivery for B2B orders.

Sea freight delivery times vary significantly depending on:

destination country or region;
port schedules;
vessel availability;
customs clearance;
product type;
order size;
warehouse availability;
local delivery network;
destination address;
weather;
holidays;
customs inspections;
import documentation;
force majeure events;
local port congestion;
payment and order verification.

Because sea freight timelines differ by country and order type, destination-specific delivery estimates may be provided by email, quotation, invoice, checkout page, or order confirmation where legally permitted.

Please contact us at support@coolcovery.com for shipping availability, estimated delivery timelines, and destination-specific shipping details before placing an order if such information is not shown at checkout or in your quotation.

Shipping Availability

We currently ship to selected countries and regions only.

Available shipping destinations may depend on:

product type;
product certification;
voltage and plug type;
product label requirements;
manual language requirements;
local import rules;
customs requirements;
warehouse availability;
sea freight route availability;
local delivery availability;
after-sales service coverage;
commercial agreement terms;
legal or regulatory restrictions.

Some products may not be available for shipment to all countries or regions.

We may refuse, cancel, or place an order on hold if:

we cannot legally or reliably ship to your location;
shipping costs are unavailable or materially change;
import or customs requirements cannot be met;
after-sales support is not available in your region;
the product is not supported in your country or region;
the order appears intended for unauthorized resale;
sanctions, export control, customs, or legal restrictions apply.

Shipping Costs

Shipping costs may vary depending on:

destination country or region;
shipping route;
order size;
product weight;
product dimensions;
number of packages;
freight method;
port fees;
fuel surcharge;
local delivery charges;
remote area surcharge;
customs brokerage;
insurance;
special handling;
warehouse handling;
B2B delivery requirements.

Where shipping costs are available at checkout, they will be shown before you complete your order.

For products, destinations, or order types where shipping cannot be automatically calculated, shipping costs will be provided by email, quotation, invoice, or written order confirmation where legally permitted.

If the shipping cost shown online is incorrect due to a technical error, destination restriction, freight surcharge, customs requirement, or carrier change, we may contact you to confirm the revised cost before accepting or shipping your order.

For B2B, commercial, distributor, reseller, pilot, demo, custom, or bulk orders, shipping fees may be quoted separately.

Delivery Timelines

Delivery timelines vary by destination country, region, port, route, customs process, and order type.

Because sea freight is the standard shipping method, estimated delivery times may be longer than parcel or air shipping.

Estimated delivery timelines may be provided:

on the product page;
at checkout;
by email;
in a quotation;
in an invoice;
in an order confirmation;
in a separate shipping confirmation.

If no delivery timeline is displayed online for your destination or product type, please contact us at support@coolcovery.com before placing an order.

Delivery estimates are not guaranteed unless expressly stated as guaranteed in writing.

For EU/EEA consumer purchases, where a delivery date or period is agreed, we will use reasonable efforts to deliver within that agreed period. Where mandatory EU consumer delivery rules apply, those rules will apply despite anything in this policy.

Processing Time

Order processing time begins after:

payment is received or approved;
product availability is confirmed;
shipping address is verified;
fraud checks are completed;
product configuration is confirmed;
destination availability is confirmed;
required consultation or safety confirmation is completed, if applicable;
customs or import information is received, if required;
for B2B orders, the quotation, invoice, purchase order, or commercial terms are approved.

Estimated processing time may vary by product type and order type.

Processing may take longer for:

professional packages;
commercial packages;
B2B packages;
customized configurations;
bulk orders;
pilot or demo units;
orders requiring export documents;
orders requiring destination-specific compliance checks;
orders requiring special packaging or freight coordination.

Business days do not include weekends, public holidays, warehouse closures, port closures, customs holidays, or local non-working days.

Pre-Orders, Backorders, and Made-to-Order Products

Some products may be offered as:

pre-orders;
backorders;
made-to-order products;
custom configurations;
pilot units;
professional packages;
commercial packages.

If your order is a pre-order, backorder, or made-to-order product, the estimated shipping date will be provided at checkout, by email, in the quotation, invoice, order confirmation, or separate written communication where legally required.

If the estimated shipping date changes materially, we will notify you and provide options where required by applicable law, which may include accepting the revised timeline or cancelling for a refund.

International Shipping, Customs, Duties, and Import Fees

International orders may be subject to:

customs duties;
VAT;
GST;
import taxes;
brokerage fees;
port fees;
customs inspection fees;
warehouse storage fees;
local delivery charges;
government charges;
other import-related charges.

Unless we clearly state in writing that an order is shipped on a duties-paid basis, you are responsible for all import-related charges.

You are responsible for checking whether the product can be lawfully imported, purchased, possessed, and used in your country or region.

Customs authorities may:

delay delivery;
inspect packages;
request additional documents;
impose duties or taxes;
hold goods;
reject entry;
require local importer information.

We are not responsible for delays, refusals, seizures, penalties, storage fees, or additional costs caused by customs requirements, import restrictions, incomplete documentation, unpaid duties, or your failure to provide required information, unless applicable law provides otherwise.

DDP, DAP, and Shipping Terms

Some orders may be shipped under different customs or commercial terms.

Examples include:

DDP / Duties Paid: duties and taxes may be included in the price or charged by CoolCovery before delivery.
DAP / Duties Unpaid: you are responsible for import duties, taxes, customs fees, brokerage fees, and other import charges.
Freight / B2B Shipping Terms: special shipping terms may be stated in the quotation, invoice, purchase order, or commercial agreement.

The specific shipping term for your order may be shown:

at checkout;
in your quotation;
in your invoice;
in your order confirmation;
in a separate written agreement.

If no duties-paid term is expressly stated, you should assume that import duties, taxes, and customs charges may be your responsibility.

Address Accuracy and Contact Information

You are responsible for providing a complete and accurate shipping address and contact information.

Please ensure your shipping information includes:

full name or business name;
street address;
apartment, suite, unit, or floor number;
city;
state or province;
postal code;
country;
phone number;
email address;
VAT, tax ID, import ID, EORI number, or business registration number if required;
delivery contact person for B2B or freight shipments;
any access instructions required for local delivery.

We are not responsible for delays, failed deliveries, return-to-sender shipments, customs issues, extra fees, or storage charges caused by incorrect, incomplete, or outdated shipping information.

If a shipment is returned, delayed, refused, or held because of incorrect information, failed delivery attempts, unpaid duties, or missing import details, additional charges may apply.

Tracking and Shipment Updates

Once your order ships, we will provide tracking or shipment information where available.

For sea freight, tracking may be different from standard parcel tracking and may include:

freight forwarder updates;
vessel departure;
vessel arrival;
customs clearance status;
warehouse arrival;
local delivery booking;
final delivery tracking.

Tracking updates may not be real-time and may be delayed depending on the carrier, freight forwarder, port, customs authority, or local delivery partner.

For B2B, freight, pilot, commercial, or bulk orders, shipment updates may be provided by email or through the logistics provider.

Partial Shipments

We may ship products in multiple packages or partial shipments.

This may happen when:

accessories are fulfilled separately;
main units and accessories ship from different locations;
part of the order is in stock;
freight and parcel items use different carriers;
B2B packages include multiple components;
customs or carrier requirements require split shipments;
certain accessories require separate packaging.

You may receive multiple tracking numbers or shipment updates.

Partial shipments do not necessarily mean that an item is missing.

Delivery Inspection

Please inspect your delivery as soon as possible after receipt.

If you notice visible damage, missing items, incorrect products, damaged packaging, or delivery issues, please contact us as soon as possible and preferably within 7 days of delivery at support@coolcovery.com.

Please include:

order number;
delivery date;
photos or videos of the product;
photos of the packaging;
photos of shipping labels;
description of the issue;
serial number, if applicable.

For freight, B2B, or commercial deliveries, please inspect the shipment before signing where possible.

If visible damage is present, note the damage on the delivery document, keep all packaging materials, and contact us promptly.

Do not continue using a product if you believe it may be unsafe.

Delivery Damage, Missing Items, and Incorrect Products

If your product arrives damaged, incomplete, incorrect, or materially not as described, contact us at support@coolcovery.com as soon as possible and preferably within 7 days of delivery.

Depending on the issue and applicable law, we may offer:

troubleshooting support;
replacement parts;
repair;
replacement;
refund;
return shipping instructions;
warranty service;
other legally required remedy.

This section does not limit your mandatory legal rights.

For consumers, risk of loss or damage may remain with the trader until you or a person indicated by you physically receives the goods, where applicable consumer law provides so. The EU Consumer Rights Directive provides that, for consumer sales where the trader dispatches the goods, risk generally passes when the consumer or a third party indicated by the consumer physically receives the goods.

Failed Delivery, Refused Delivery, and Return to Sender

If delivery fails because:

the address is incorrect;
the customer is unavailable;
the customer refuses delivery;
customs duties or taxes are unpaid;
required documents are not provided;
delivery is not collected from a pickup point;
delivery appointment is missed;
local delivery cannot be completed;
the carrier or freight provider cannot contact you;

the package may be delayed, held, stored, returned to sender, or treated as undeliverable.

In that case, where permitted by law, we may charge or deduct:

original shipping fees;
return shipping fees;
customs fees;
duties or taxes charged back to us;
storage fees;
carrier handling fees;
port fees;
warehouse fees;
repackaging costs;
reshipment fees.

If you want the order reshipped, additional shipping charges may apply.

Lost, Stolen, or Missing Shipments

If tracking or logistics information shows delivery but you have not received the shipment:

check with household members, reception, mailroom, building management, neighbors, or business receiving area;
check the shipping address in your order confirmation;
contact the carrier or local delivery provider;
contact us at support@coolcovery.com.

We will help investigate where possible.

We are not responsible for theft, loss, or disappearance after confirmed delivery unless required by law, covered by insurance, or agreed in writing.

For high-value orders, signature delivery, scheduled delivery, or business-address delivery may be required.

B2B, Commercial, Freight, and Bulk Deliveries

Professional, commercial, B2B, distributor, reseller, pilot, demo, or bulk orders may require freight delivery or special logistics arrangements.

You may be responsible for:

confirming the delivery location is accessible;
providing a business delivery contact;
arranging unloading assistance if required;
confirming whether liftgate or special handling is needed;
inspecting goods on delivery;
signing delivery documents;
noting visible damage before signing where possible;
keeping packaging materials;
moving goods internally after delivery;
arranging installation, setup, or training if not included;
complying with local import, customs, safety, storage, and usage requirements.

Freight delivery may not include inside delivery, stair carry, unpacking, installation, training, packaging disposal, scheduled delivery, or white-glove service unless expressly included in writing.

B2B and commercial customers should review their quotation, invoice, purchase order, and any separate written agreement for delivery terms.

Shipping Restrictions

We may restrict or refuse shipment to:

sanctioned countries or regions;
countries where the product is not approved, supported, or legally available;
destinations with import restrictions;
PO boxes or parcel lockers;
remote locations where delivery is unavailable;
military addresses where unsupported;
regions where after-sales support cannot reasonably be provided;
locations where sea freight is unavailable or commercially impractical;
regions affected by war, natural disaster, port disruption, or force majeure;
customers or entities subject to sanctions, export restrictions, or legal restrictions.

We reserve the right to cancel or reject orders where shipping is unavailable, impractical, unsafe, or legally inappropriate.

No Guaranteed Delivery Dates Unless Confirmed in Writing

Delivery dates are estimates unless expressly stated as guaranteed in writing by CoolCovery.

Any delivery estimate provided on the website, by email, in a quotation, invoice, checkout page, or order confirmation is based on information available at the time and may change due to sea freight, customs, port, carrier, warehouse, regulatory, or local delivery factors.

If you need delivery by a specific date, please contact us at support@coolcovery.com before placing your order.

We do not recommend placing time-sensitive orders without confirming delivery feasibility in writing.

Delays

Shipping delays may occur due to:

sea freight schedules;
vessel delays;
customs clearance;
port congestion;
remote delivery areas;
local delivery limitations;
weather;
holidays;
incorrect addresses;
payment verification;
fraud review;
product availability;
regulatory checks;
customs inspections;
force majeure events;
supply chain interruptions;
strikes or labor disruptions;
carrier or freight forwarder delays.

If we cannot ship or deliver within the agreed timeframe, we will notify you and provide options where required by applicable law.

For EU/EEA consumer purchases, if mandatory consumer delivery rules apply, we will comply with those rules. EU consumer contract law includes rules on delivery and passing of risk for consumer sales of goods.

Pre-Shipment Contact for Destination-Specific Details

Because CoolCovery uses sea freight and shipping conditions vary significantly by destination, product type, and order type, you may contact us before ordering for destination-specific shipping information.

Please contact:

Email: support@coolcovery.com

You may request information about:

whether we ship to your country or region;
estimated sea freight delivery time;
estimated processing time;
shipping cost;
customs responsibility;
DDP or DAP availability;
import documentation;
product availability;
B2B freight arrangements;
after-sales coverage;
whether a private checkout link or quotation is required.

Where required by law, we will provide necessary delivery and cost information before you are bound by an order.

Payment and Shipment Hold

We may hold or delay shipment if:

payment has not cleared;
payment is under review;
fraud risk is detected;
address verification is incomplete;
product configuration has not been confirmed;
required safety or consultation steps have not been completed;
customs or import information is missing;
shipping costs have not been confirmed;
B2B paperwork is incomplete;
legal, regulatory, sanctions, or export control issues require review.

If a shipment is placed on hold, we will contact you where appropriate.

Force Majeure

We are not responsible for delay or failure to ship or deliver due to events beyond our reasonable control, including:

natural disasters;
extreme weather;
pandemics;
war;
terrorism;
civil unrest;
labor disputes;
transport disruptions;
customs delays;
port closures;
port congestion;
vessel delays;
supply chain interruptions;
power outages;
cyberattacks;
government actions;
regulatory changes;
platform outages;
carrier failures;
freight forwarder failures;
other events beyond our reasonable control.

Returns Related to Shipping Issues

Returns, refunds, replacements, exchanges, and defective-product remedies are governed by our Return & Refund Policy, Warranty Policy, and any applicable quotation, invoice, written agreement, or mandatory legal rights.

If an order is returned to us because of failed delivery, refusal, unpaid duties, incorrect address, non-collection, or missing import documents, we may deduct related shipping, return shipping, customs, storage, port, or handling costs where permitted by law.

Governing Law

This Shipping Policy is governed by the laws of Hong Kong.

However, if you are a consumer located in the EU/EEA, UK, or another jurisdiction with mandatory consumer protection laws, nothing in this Shipping Policy limits any rights you may have under those mandatory laws.

For direct purchases from CoolCovery, disputes are subject to the dispute resolution provisions in our Terms of Service, unless mandatory law provides otherwise.

Contact Us

For shipping questions, delivery issues, destination-specific shipping details, or freight inquiries, please contact us:

Email: support@coolcovery.com

Legal Entity: COOLCOVERY HEALTH TECHNOLOGY COMPANYLIMITED

Trading Name: CoolCovery

Business Registration Number: 80214869-000-04-26-9

Registered Address: RM 1805-06, 18/F, HOLLYWOODPLAZA, 610 NATHAN ROAD.KOWLOONHONG KONG

Website: www.coolcovery.com

Please include your order number, shipping address, destination country, product name, and a description of your request.