Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
HOW CAN I CONTACT YOU?
We have a 24/7 live chat on the website, or you can email us at support@koopdirect.com
HOW MUCH DOES SHIPPING COST?
We offer expedited shipping for a flat rate of $15.99 or standard shipping for $6.99 per order. If your total order is over $50, shipping is free.
WHAT PAYMENT METHODS DOES koopdirect.com ACCEPT?
We currently accept credit card payments and PayPal. If you would like to pay via another method, we are happy to assist you!
Please contact us directly at support@koopdirect.com to arrange this.
IS IT SAFE TO BUY ONLINE VIA support@koopdirect.com?
Absolutely! We use GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures the secure transmission of your personal information over the internet. We do not store credit card information or share your personal information with third parties.
If you are still concerned about placing your order, please contact support@koopdirect.com and we will contact you about an alternative method of placing your order.
HOW CAN I CHANGE OR CANCEL MY ORDER?
If you need to make changes to your order, please contact us at support@koopdirect.com within 8 hours of placing your order. After this time, we cannot process changes.
What if I am not at home?
If you are not at home, a new delivery will be made the next day or the delivery partner will contact you to schedule a new delivery date, depending on the country and delivery method selected.
You may also need to go to your local post office to pick up your package if it cannot be delivered to you.
HOW CAN I TRACK MY ORDER?
When your order ships, we will send you an email with a tracking number. If you have not received this email, please email support@koopdirect.com.
WHAT IS A PRE-ORDER ITEM? CAN I CANCEL MY PRE-ORDER?
A pre-order item is an item you order before we have it in stock. You can cancel until your order has been processed. To cancel, please email support@koopdirect.com.
I ORDERED AN AVAILABLE SET WITH A PRE-ORDER. WILL THEY BE SHIPPED SEPARATELY?
We will ship your order as soon as all items are available. If you would like to receive your available item before your pre-order, please email support@koopdirect.com.
WHAT IS YOUR RETURN POLICY?
We offer a 14-day hassle-free return policy.
The item(s) must be in their original condition, with the return label and hygiene seal still attached. The item(s) must not have been used, washed or altered in any way.
Unfortunately, we cannot accept returns that do not meet the above requirements.
koopdirect.com offers a full refund (item price excluding original shipping costs).
All returns can be sent to our returns warehouse in the USA.
HOW DO I REQUEST A RETURN?
Requesting a return has never been easier!
We offer a 14-day hassle-free return policy. To initiate a return, simply email us at support@koopdirect.com using the email address used to process your order within 14 days of receiving your package.
Please note that we cannot refund the original shipping costs for returned items, except for defective items. We also cannot refund shipping costs for returns.
Once we receive the items, we will send you your new item(s) or refund your money (item price excluding original shipping costs).
We cannot be held responsible for the loss of returned items. We recommend using a registered mail service to return items and save the tracking information.
WHAT IF THE ITEM I RECEIVE IS DAMAGED OR DEFECTIVE?
We work hard to ensure that all items sold are of the highest quality. If you are concerned about a defective or damaged item, please email us at support@koopdirect.com so we can investigate the matter for you as soon as possible!
We appreciate your patience and understanding as we work through this.
Thank you for your support!
*Please note that weekdays do not include weekends or holidays, such as New Year's Day, Martin Luther King Jr. Day, President's Day, Memorial Day, July 4th, Labor Day, Thanksgiving, and Christmas.