Damaged Goods Policy

At Cool Orca, we value our customers and strive to ensure a seamless shopping experience. We understand that sometimes, despite our best efforts, products may be delivered damaged. In such cases, we want to make sure your claim for a replacement is processed smoothly. Please carefully read and follow these rules for filing a claim in case of delivery of damaged goods.

1. Eligibility:

• This policy applies to all orders purchased on our platform, Cool Orca, and shipped using courier services.

2. Inspection upon Receipt:

• Upon receiving your order, we strongly recommend inspecting the integrity of the box or package directly at the carrier's office.

3. Open the Parcel with a Courier Representative:

• If you notice any damage to the cargo, please open the parcel in the presence of an employee of the courier company.
• If damage is found, request a "Cargo Inspection Certificate" from the courier representative.

4. Fill Out the "Cargo Refusal Form":

• While still in the presence of the courier representative, complete the "Cargo Refusal Form."
• Clearly indicate the reason for refusal as "Due to transport damage."

5. Complete the "Acceptance and Transfer Certificate":

• After completing the Cargo Refusal Form, fill out the "Acceptance and Transfer Certificate."
• Clearly indicate the damage to the goods on this certificate.

6. Contact Cool Orca Seller Immediately:

• After completing these three documents, contact first Cool Orca Seller without leaving the courier company's warehouse.
• Provide all the necessary details related to the damage.
• Photos or videos, attention photos and videos must be of good quality and must clearly highlight the problem of your parcel.

7. Replacement Process:

• Once Seller have received your report and the required documentation, Seller will initiate the process to send you a new product.

8. Proper Documentation is Essential:

• Please note that proper documentation of the damage is crucial. If the cargo damage is not adequately documented as outlined above, we may not be able to replace the damaged item.

9. Return of Damaged Items:

• In cases where we require the return of the damaged item, we will arrange for its collection and cover any associated return shipping costs. Please cooperate with our return instructions for a smooth process, please visit  here

10. Verification and Replacement Timeframe: - After receiving the required documents and the damaged item (if necessary), our Seller will promptly verify the claim. - The replacement process may take up to [15] business days, depending on product availability and shipping logistics. We will keep you informed of the progress.

11. Communication and Updates: - We will maintain open communication with you throughout the replacement process. You will receive updates on the status of your claim and the estimated delivery date for your replacement item.

12. Additional Terms and Conditions: - This policy applies to goods damaged during the shipping process. - Cool Orca reserves the right to reject claims if it is determined that the damage resulted from mishandling by the customer or from reasons not related to transportation.

13. Customer Responsibilities: - We kindly request that customers cooperate fully with our Sellers during the claims process. - Ensure that you provide accurate information and necessary documentation to expedite your claim.

14. Privacy and Data Protection: - Your personal information provided during the claims process will be handled in accordance with our Privacy Policy.

15. Contact Information: - If you have any questions, concerns, or need to initiate a claim for damaged goods, please contact first Seller Support team - Live Chat: You can also request a refund, Read also how to open a dispute & request refund, please visit  here.

16. Feedback and Continuous Improvement: - We value your feedback and continuously work to improve our shipping and product quality. If you have any suggestions or comments regarding our damaged goods policy, please do not hesitate to share them with us.

At Cool Orca, we are committed to providing excellent customer service, and we take the quality of our products seriously. We appreciate your cooperation in following these guidelines to ensure a swift resolution to any issues with damaged goods. Your satisfaction is our priority.

For any further assistance or inquiries regarding damaged goods, please contact our Customer Support team, and we will be happy to assist you promptly.

Thank you for your trust in Cool Orca. We are committed to ensuring that your shopping experience with us is hassle-free and enjoyable. Our aim is to make the process of handling damaged goods as convenient and efficient as possible for you.