ClickCease Frequently Asked Questions - Your Guide to Cool Mini Splits' Policies & Processes – FrosthubUSA

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Frequently Asked Questions

If you can't find what you're looking for in our FAQs, don't worry! Our team is here to help. We understand that sometimes you need personalized assistance to get the information you need, and that's why we encourage you to reach out to us if you have any further questions.


How do I place an order on the website?

To place an order, simply browse the website's product or service offerings, select the items you would like to purchase, and add them to your shopping cart. From there, follow the checkout process by entering your shipping information, payment details, and any applicable promo codes.

What payment methods are accepted?

The payment methods we accept includes credit and debit cards, and sometimes bank transfers. The website should display all available payment options during the checkout process.

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

How do I know if my order has been confirmed?

After you complete the checkout process, you will receive an email and text message confirmation with all the details of your order. This email serves as proof that your order has been received and is being processed.

What if I typed the wrong e-mail address?

Please contact us so we can change your e-mail address. We can change your e-mail address, name, and address, but we cannot change your order.

Can I change my shipping address after placing an order?

We understand that sometimes a change in circumstances may require you to update your shipping address. We will do our best to accommodate your request if it is made within 3-4 hours of placing your order. However, once your order has been processed or shipped, we are unable to make changes to your shipping address. We apologize for any inconvenience this may cause and appreciate your understanding.

How can I check the status of my order?

You can check the status of your order by logging into your account on the website or by contacting customer service for assistance.

How do I change or cancel my order?

We reserve the right to accept or decline orders, even after confirmation. To change or cancel an order, please contact us promptly. If the credit card is authorized, a credit will be issued to the original payment method. Orders that have been packed or shipped cannot be canceled. Thank you for understanding.


When will my order be processed?

Orders are typically processed within 1-2 business days from the date of order and shipped the following day, excluding weekends. During holidays and busy sale seasons, processing times may be longer. If you have not received tracking information within 5 business days of completing payment, please reach out to our support team for assistance.

How long will it take for my order to arrive?

Delivery time can be viewed on the Shipping and Delivery page.

Is my order eligible for free shipping?

We offer free shipping on all orders.

How will my order be shipped?

We ship with freight companies for full systems and UPS Ground for partial systems and accessories.

How can I track my order?

Once your order has shipped, you will receive an email with your tracking information. As a general rule, you can expect to receive the tracking number within 1 to 3 business day after shipment. This information will allow you to easily track the progress of your delivery.

What do I do If I have items missing from my order?

If something is missing, please contact us immediately through the form below or by phone (844) 999-9725.

What if my order is lost or damaged during shipping?

If your order is lost or damaged during shipping, we are responsible for resolving the issue. You can initiate a claim by contacting customer service.

Do you ship to Canada?

We offer shipping to Canada for our customers. Please note that there may be additional customs and import fees as well as shipping fee for shipments to Canada, and these fees are the responsibility of the recipient. If you have any questions or concerns about shipping to Canada, please reach out to our customer service team for more information.

Do you ship to Hawaii?

We offer shipping to Hawaii for our customers. Please note that there may be additional shipping fee for shipments to Hawaii, and these fees are the responsibility of the recipient. If you have any questions or concerns about shipping to Hawaii, please reach out to our customer service team for more information.

What countries do you ship to?

We currently ship to the United States, Canada, Australia and the UK. To enquire about shipping to a different destination, please contact us.

How long will it take to receive my order?

Standard shipping normally takes 3-5 days. Next day shipping is available on all domestic orders (for an additional charge). International shipping times depend on the products and destination (estimated at checkout).


How do I return a product?

Items must be returned within 30 days after receiving your order. Items must be returned in the same condition in which they were received, be unworn/unused, have any tags still attached, and include all the original packaging.

How long will it take to receive my refund?

Refunds are processed within 7 days from when we receive the item(s).

What is your return policy?

Be sure to carefully read the terms and conditions before making a purchase here.

How do I initiate a return?

Reach out within 30 days of receiving your order to our customer service team to guide you through the returns process and provide any necessary instructions like order number, and reason for return. Only unopened items are eligible for return.

Will I receive a full refund for my return?

A 15% restocking fee and return shipping fee may apply for any returns. MRCOOL only accepts returns for unopened merchandise if the customer decides not to use it. Additionally a fee up to 3% may be deducted from your refund to cover the original charge fees. If the refund is due to a mistake on our end or defective items, no fees will be charged. Please note that for accessories only, there are no restocking fees.

How will I receive my refund?

We will issue a refund to the original method of payment.

What if the item(s) I received is defective, incorrect or damaged?

If you received a damaged, incorrect, or defective item, please contact our customer support immediately, or no later than 24 hours after receiving your order. Kindly include your order number, photos of the affected item(s), and any related references upon receiving your package. This will help us resolve the issue quickly. Our team is dedicated to providing quality, so we will make sure to resolve any issues promptly.

When will I receive my refund? 

Refunds will be credited to your original payment method. If you paid with a credit card, the refund will be issued to the card-issuing bank within 7-10 business days of receiving your returned item or cancellation request. If you do not see the credit in your account after this time, please contact your bank/credit card company to inquire about the status of the refund. It may take additional time for the refund to be posted to your account.

Can I exchange an item?

If you wish to exchange an item, it's best to reach out to our customer service team for more information. Please note that return shipping fees and restocking fees may apply.

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