Does CoolWallet products come with a warranty period?
We provide a one-year warranty for all our products from the date of purchase. If a product malfunctions under normal customer usage and is determined to be a problem with the product itself within the warranty period, we offer a replacement service.
What should I do if I receive a defective or incorrect product?
If you encounter issues such as defects, missing parts, or incorrect items, please reach out to us either by clicking on the "Online Customer Service" option on our official website (located at the bottom right) or by sending an email to [email protected] for initial diagnostics and assistance.
Is there a product repair service available?
If the product is confirmed to be defective, we will provide a replacement and complete the product repair inspection within 7 working days.
Are there any precautions I should take when returning your CoolWallet product?
Please make sure to back up your recovery seed phrase before shipping the CoolWallet, and do not include the recovery seed phrase card in the return package.
Will I be able to use the CoolWallet App while my product is under inspection
No, you will not be able to transact or trade assets via the CoolWallet App during this period.
What is your return policy?
You can return the product unconditionally within seven days of receiving it. Please contact us either by clicking on the "Online Customer Service" option on our official website (located at the bottom right) or by sending an email to [email protected] . We will cover the return shipping costs.
＊Please note that this service is exclusively available to customers in Taiwan, and the order must fall within the seven-day cooling-off period＊
If I receive a product ordered from the CoolWallet website, can it be replaced?
Product exchanges are not available for items ordered through our official website. If you encounter any issues with the product after receiving it, please proceed with a return of the original order and place a new order for a replacement.
＊While there are many websites selling cold wallets, it's safest to buy from the official CoolWallet site or authorized dealers. We can't vouch for the source or integrity of wallets from other sellers. Don't risk security for a bargain – choose a safe and reliable source.
What should I do if the CoolWallet product I received is already damaged
Please contact us within 7 days of receiving the product either by clicking on "Online Customer Service" at the bottom right of our official website or by sending an email to [email protected] for troubleshooting. If the product is confirmed to be damaged, we will handle your return and cover the shipping costs.
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