FAQ

CAN I SET-UP A COOLCABANA BY MYSELF?

Yes absolutely. Mark Fraser the designer specifically set out to create a product that’s easy to carry and set-up alone and allow you to relax under all day long.

ARE COOLCABANAS WATERPROOF?
Just like an umbrella our products provide protection from rain but are not waterproof.

WHICH SIZE SHOULD I BUY?

Size M is 97cm long closed and 2x2m when open along each side and 1.8m high. Size L is 107cm long closed and 2.4x2.4m open along each side, 1.8m high. Size M weighs 5.3kg in its bag, size L weighs 5.7kg in its bag. Size M is best for a young family, size L provides 45% more shade coverage than size M and easily accommodates 4 adults. Note CoolCabanas are specifically designed to sit and lie under, not to stand under.

DO YOU OFFER ANY REPAIR SERVICE?

All of our products have a 1 year warranty against manufacturing defects. If you experience any damage to your product just head on over to the warranty page for details on how warranty claims are dealt with. We also sell replacement arms, poles and sand spikes parts for this go to the Replacement Parts page found at the bottom of our website.

HOW DO I KNOW WHEN MY ORDER SHIPS?

You will receive a shipping confirmation email with the tracking number(s) as soon as the order leaves our warehouse. By providing your email and mobile number you will receive tracking and delivery updates directly from Auspost with whom you can make delivery change requests directly.

HOW MUCH DOES SHIPPING AND HANDLING COST?

Mainland USA & Australia: Free shipping and handling is provided for standard delivery, for express this is calculated during checkout.  Globally: Other than the countries above we ship to most other countries and shipping is calculated at time of check-out.

WHICH COUNTRIES DO COOLCABANAS SHIP TO?

We ship to Canada, USA, Australia, New Zealand, EU and some other countries.

WHAT IS THE ESTIMATED SHIPPING TIME?

The estimated delivery time is approximately 2-8 business days, however this timeline may vary with the final destination. Please allow 1 additional business day for processing and handling your order. See our Shipping page for more details on estimated delivery time and express options.

If you have more questions relating to a shipment it is best to contact the courier directly with your tracking number, contact details are provided in their direct emails and text messages sent directly to you.

CAN I CHANGE MY SHIPPING ADDRESS?

No, the shipping address cannot be changed after the order has been placed however you will receive notifications from Auspost by text and email and you can make changes directly with Auspost.

HOW WILL I KNOW THAT YOU RECEIVED MY ORDER AND WHEN WILL THE PAYMENT BE DEDUCTED?

After your order is processed you will receive an order confirmation by email. Your credit card, Apple pay or PayPal will be charged upon confirmation.

CAN I ADD ITEMS TO AN EXISTING ORDER?

No, items cannot be added to an existing order once payment has been made.

HOW CAN I CANCEL MY ORDER?

Once an order has shipped it cannot be cancelled, if it has not shipped and we can still cancel the shipment with our partner warehouse we'll gladly cancel the order and issue a refund. Note, due to the 3 locations of our warehouses, our office, your location and when you send your email this process may take time and your order may still ship after you've sent us a cancellation email. 

DO I HAVE TO PAY CUSTOMS AND TAX? 

Not within Australia or the USA but you do within Europe, New Zealand and some other countries - for this you will be notified by the courier before delivery.

RETURNS AND REFUNDS HOW LONG DO I HAVE TO RETURN MY PURCHASE?

Items may be returned for a refund within 14 days from the date of the original purchase. Returned items must have all original tags attached, be un-used, in the original packing and re-saleable to receive a refund.

HOW LONG WILL MY REFUND TAKE? 

Refunds may take between 7-14 business days to process once an item has been delivered to our returns facility and may vary depending upon the credit card company used for the original purchase.

HOW DO I RETURN MY PRODUCT(S)?

You have the right to receive a full refund on the items you have purchased within 14 days of their delivery. Refunds are issued providing the product has not been used and is not damaged. Mailed Returns or Exchanges must be returned prepaid. We do not accept C.O.D. deliveries. We strongly suggest insuring your return packages. CoolCabanas is not responsible for lost packages. Refunds will be paid to your credit card and normally take 7 to 14 days before your account is credited and the refund amount excludes our original cost to ship the item to you.

FOR MORE DETAILS ON - SHIPPING, SPECIFICATIONS, INSTRUCTIONS, WARRANTY, PARTS & RETURNS AND ABOUT US SEE THE MENU AT THE BOTTOM OF EACH PAGE.

CONTACT US

For inquiries you can contact our Australian wholesale partner on (+61) 7 3216 1242 during business hours Monday - Friday except public holidays in Queensland. For general inquires you can also contact us via email at hello@coolcabanas.com Feel free to ask us anything!