ACEKOOL has established distribution warehouses across the United States. All products are delivered by Free Standard Shipping within the USA. We will match your address to the nearest shipping warehouse and the most suitable shipping method to arrange delivery.
Delivery Time
Delivery times are estimates and not guaranteed. We strive to ship as quickly as possible; however, shipping carrier delays, weather conditions, and other unforeseen circumstances may affect delivery times. Please note that deliveries to rural areas may take longer than expected.
Total Delivery Time = Processing Time + Shipping Time
Processing Time
Before shipping your order, we typically need 1-2 business days to prepare your products. Our daily cutoff time is around 5:00 PM (PST), with a window of a few hours for order processing.Occasionally, this time may be adjusted depending on the circumstances.This time includes strict quality control tests and careful packaging of items, and is separate from the shipping time.
Shipping Time
Express Shipping: 3-5 Business Days
Truck Shipping (for Overweight Items): 7-10 Business Days
The time of logistics distribution mainly depends on the logistics company. Usually, the distribution will be carried out from Monday to Sunday.We provide 24/7 online customer service support, enabling customers to make inquiries at any time.
Shipping Methods
All orders are shipped out via UPS or USPS or FedEx or Others. We will match your address to the most suitable shipping method to arrange delivery.
Shipping Tax
In accordance with state and local law, your online purchases are subject to state and local sales taxes in effect where delivery is made. If you live in a state that does not impose a sales tax, you may still see tax calculated on your order if shipped to another state. To the extent any of the factors affecting the calculation of sales tax change between the time you place an order and the time your credit card is charged, the amount appearing on your order as Tax may differ from the sales taxes ultimately charged. Your invoice will reflect the final total tax, which includes state and local taxes.
If you are a tax-exempt organization or reseller, you can apply here for tax exemption on your Acekoolhome.com orders. After you finish, please send the completed form to support@acekoolhome.com for review.
Delivery Countries
We have warehouses in many states in the United States. At present, all products on our website only support delivery addresses in the United States. If you do not have an address in the United States, the logistics will not be delivered, and we will take the initiative to contact you to cancel the order.
Of course, we will expand the warehouse to some other countries this year. Once the warehouse is built, we will publish it on the website as soon as possible for customers in other countries to choose.
Delivery Failure Scenarios:
The package is lost, broken, or stolen before it reaches you
ACEKOOL will re-send the goods or give a full refund. In practice such cases are very rare, perhaps 1 in 5000 shipments, when using courier services. Please note confirmation of such cases can take some time, so in such an event you may be advised to place a new order at your expense while the original shipment is investigated pending compensation.
ACEKOOL will give a full refund after the delivery deadline has expired. These cases are rare, and if this ever occurs, we will inform you of the delivery deadline for your package, which will be up to 30 days depending on the region.
Multi-part delivery arrives missing some items or packets
In this case, a customer had ordered more than one product and found that the order arrived without the appropriate number of ordered items.
Similar to what you would do with regards to a broken item case, the proper reporting procedure would be: (1) contact your courier immediately to issue a formal complaint, and (2) open a ticket with ACEKOOL within 3 working days and provide the requisite photos. (Guidelines for photos: Take photos of all 6 sides of the brown cardboard shipping box (outer casing) the delivery arrived in. You will then need to provide photos of the received items in the way in which they arrived inside the shipping box. Please also indicate the dimensions of the package and the gross weight of the entire package (shipping box + main product (incl. accessories, if any) + any and all packing material). Please retain the package and all contents for later reference.
After this initial phase, please contact your courier’s local office and open a claim. You will then need to contact ACEKOOL to receive a formal ticket about your case. During this time, our delivery team will evaluate whether or not the missing product was the result of delivery or packing error. If it is determined that a packing error occurred, ACEKOOL will credit you the value of the missing product plus a partial shipping credit. On the other hand, if it is determined the missing items were the cause of a courier mishandling, ACEKOOL will follow your claim with the courier’s office. Once the missing case is confirmed by the courier, ACEKOOL will credit you for the value of the missing product + partial shipping.
Items in the packet arrive in a damaged condition
A customer’s order arrived with product/s in damaged condition.
In such a scenario, you must, first, raise the issue immediately with the courier or delivery company. Then, open a ticket with ACEKOOL and provide the requisite photos. (Guidelines for photos: First, take photos of all 6 sides of the box that contains the product (inner casing). Then, take photos of all 6 sides of the brown cardboard shipping box (outer casing). For the product itself, please provide enough photos that will accurately show, first, the whole product and then a close-up of the damaged area.) The photos will then be used for remodeling the broken process to find out the cause of the damage. And also the customer needs to keep the original packing case for courier’s investigation purposes.
Provided you follow the correct reporting process; your case can be dealt with expeditiously if the incident report is received by ACEKOOL within 3 working days from your receipt of the damaged article/s. Once ACEKOOL receives the ticket with the details and photos clearly evidencing the damage, and confirms the products were indeed damaged during transit, if applicable, a replacement will be sent to you at our discretion.
General Delivery Failure Cases Where You Accept Liability
If the delivery fails because:
you were not at home or the courier could not contact you
the delivery details were wrong
the recipient fails to accept the goods
the courier cannot satisfactorily verify the identity of the person attempting to receive the goods
the courier cannot deliver to a remote area or invalid address
delivery fails due to war, disaster, etc
other similar scenarios beyond our control
… [in such cases] you agree that ACEKOOL will not accept liability and no compensation is available.
Shipping and Delivery:
Terms and Conditions you should know relating to deliveries:
Read the item description carefully! We will ship you whatever you order. Although we do assist you by manually checking all orders to screen possible compatibility inconsistencies, we do not accept returns of healthy products which were simply miss-ordered by you. Check the voltage requirement (115V or 230V) matches your local power supply before ordering. Confirm the BTU rating is suitable for the room size you intend to cool. For window air conditioners, measure your window opening carefully to ensure a proper fit. Duh!
We will not be responsible for any damage that may be caused on your computer, console, or other hardware / software during / related to installation of any of our products. We will not be liable for any damage or personal loss due to incorrect installation of our products.
Delivery time: If there is a possible delay due to the warehouse being out of stock, we’ll contact you by email to discuss sending out your order in separate shipments, changing products, or other options. Larger orders that may take up to 1 week longer to send out, as our suppliers have to arrange production in their factory. In such cases we will contact you about any delay. In certain cases, e.g. the first time you try to drop-ship to a different address than your own, we have to complete a verification check with you before processing your order, which can add 1-3 days to the processing time.
If you are at all unsure about importing goods, start with ACEKOOL. Your payment is through a safe channel, your delivery is guaranteed, the products are quality assured, and you can begin by ordering only 1 piece as a sample!
