FAQ

Orders

How do I place an order?

Browse our products, add your desired items to your cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase securely.

Can I change or cancel my order?

If your order has not yet been processed, we may be able to modify or cancel it. Please contact us as soon as possible at service@coolkitc.com. Once an order has entered processing or has been shipped, changes or cancellations may no longer be possible.

What payment methods do you accept?

We accept major payment methods, including Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, and Google Pay. All payments are processed securely through trusted payment providers.

Shipping

Where do you ship?

Currently, we ship to addresses within the United States only. International shipping is not available at this time.

How much does shipping cost?

Standard Shipping is $8.00 for orders under $50.00.

Orders of $50.00 or more qualify for Free Standard Shipping.

How long does shipping take?

Order Processing: 1–2 Business Days
Standard Shipping: 8–16 Business Days (shipped from our warehouse in China)

Estimated delivery times may vary due to weather conditions, carrier delays, holidays, or other unforeseen circumstances.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.

Please allow 24–48 hours for tracking information to become active after shipment.

What if my package is delayed?

Shipping delays may occasionally occur due to weather conditions, carrier issues, or holidays.

If your order has not arrived within the estimated delivery timeframe, please contact us and our customer support team will be happy to assist you.

Products

What materials are your ice trays made from?

Our ice trays are made from food-grade silicone or food-grade plastic that is BPA-free. These materials are safe for contact with food and beverages and are designed for repeated everyday use.

Are the ice trays reusable?

Yes. Our ice trays are designed for repeated everyday use when used and cared for properly.

Are your products dishwasher safe?

Many of our products are dishwasher safe. Please refer to the individual product description for specific care instructions.

Can I use the trays for more than ice?

Yes. Many customers use our trays for coffee cubes, fruit juice, baby food, chocolate, candy, frozen herbs, and other creative uses. Please check the product description for recommended applications.

How do I remove ice cubes more easily?

Allow the tray to sit at room temperature for about one minute before gently twisting or pressing the tray to release the ice cubes.

Returns & Refunds

What is your return policy?

We offer a 30-day return policy for eligible items returned in unused condition and in their original packaging.

Please contact our customer support team before returning any item. For complete details, please visit our Return & Refund Policy page.

How long does it take to receive a refund?

After we receive and inspect your returned item, approved refunds are typically processed within 5–10 business days and issued to your original payment method.

What if my item arrives damaged?

Please contact us within 7 days of delivery and include your order number along with clear photos of the damaged item. We will work quickly to resolve the issue with a replacement or refund when applicable.

Customer Support

How can I contact CoolKitc?

Email: service@coolkitc.com

Phone: +1 (917) 838-4588

Customer Service & Return Address:

44-70 21st Street

Long Island City, NY 11101

United States

What are your customer service hours?

Monday – Friday

9:00 AM – 6:00 PM (Eastern Time)

Our customer support team typically responds within 1–2 business days.

General

Is my payment information secure?

Yes. All payments are processed through secure payment providers using industry-standard encryption. We do not store your payment information.

Do you offer wholesale or bulk orders?

Yes. For wholesale or bulk purchase inquiries, please contact service@coolkitc.com with your business information and estimated order quantity.

How can I stay updated on new products?

Subscribe to our newsletter at the bottom of our website to receive updates on new arrivals, product launches, promotions, and exclusive offers.

Contact Us

If you have any additional questions, we're always happy to help.