When will my order arrive?
You can see the estimated delivery range on the product page before placing your order. Delivery dates are estimates and cannot be guaranteed.
Where do you ship?
We currently ship to the United States and the United Kingdom. We don't currently ship to other countries.
How much does shipping cost?
Shipping is free when your merchandise total is $35 USD or more after discounts, before tax and shipping. Otherwise, shipping is calculated based on the order or destination and shown at checkout before you place your order.
Will I need to pay customs duties or import taxes?
No. CoolKeychain covers applicable customs duties and import taxes on your order.
Do you offer gift wrapping?
Yes. Your order comes in a quality kraft paper box that's ready for gifting. If you'd like a ribbon or festive stickers, leave a note when you place your order and we'll add them free of charge.
Can I send my order directly as a gift?
Yes. Simply enter the recipient's shipping address at checkout. Your order comes in a kraft paper gift box. If you'd like a ribbon or festive stickers, leave a note when placing your order and we'll add them free of charge.
Can I include a gift message?
Yes. Gift messages are free. Simply write your message in the order notes at checkout.
Will the package include any prices?
No. We don't include price information in any package. The package includes our website address; if you'd prefer no website address or other identifying information, please leave a note when placing your order.
How can I contact your customer care team?
Email hello@coolkeychain.com or send us a message through our contact form. We usually reply within 24 hours, Monday to Friday. If you have an order, please include your order number. Contact us.
Do you have a customer service phone number?
We don't have a phone line. Please email hello@coolkeychain.com or send us a message through our contact form. Contact us.
Where do orders ship from?
Orders ship from Hong Kong.
Do you have a physical store?
No. We don't currently have a physical store or other in-person sales locations.
How can I contact you about a partnership?
Please email hello@coolkeychain.com with the details of your proposal.
How can I tell if a partnership message is really from CoolKeychain?
Our team will never ask you to provide personal information or make a payment in order to collaborate with us. If you receive a suspicious message or see our products on an unfamiliar website, please contact hello@coolkeychain.com so we can check.
Promotions
Are any products excluded from promotion codes?
No. Promotion codes can be used on all products.
Can I use more than one promotion code?
No. Promotion codes cannot be combined. Free shipping applies when your merchandise total after discounts is $35 USD or more, before tax and shipping.
Can I apply a promotion code after placing an order?
No. Promotion codes must be applied at checkout before you place your order.
Do you offer price adjustments?
No. We don't offer price adjustments after an order has been placed.
Orders
What payment methods do you accept?
We accept PayPal and credit cards.
Why was my credit card declined?
Please check that your card details and billing address are correct. If your payment is still declined, contact your card issuer or try paying with PayPal.
What should I check before ordering a personalized item?
Please check the spelling, names, dates, numbers, selected options and any uploaded artwork carefully before placing your order. Make sure you have permission to use any image you submit.
Will I receive a preview before my personalized item is made?
We don't currently send a preview before production. Please check your personalization carefully before placing your order.
Can I use my own artwork or photo?
Yes. If the product page offers a file upload option, you can upload your artwork or photo when placing your order. Please make sure you have permission to use the image and check it carefully before submitting your order.
What if my uploaded image isn't suitable for production?
If your image isn't clear enough or isn't suitable for the item, we'll contact you before production and ask you to provide a suitable image.
Do you offer expedited production on custom items?
We don't currently offer expedited production. Most personalized orders ship within 3–5 business days. You can check the estimated delivery range on the product page before ordering.
Can I change or cancel my order?
Yes, as long as we haven't started making your item. Please email hello@coolkeychain.com or use our contact form as soon as possible, and include your order number. Contact us.
Can I change my personalization after placing an order?
Yes, as long as we haven't started making your item. Please email hello@coolkeychain.com as soon as possible with your order number and the corrected text or image.
What if I entered the wrong personalization?
If we haven't started making your item, we can update the details. Email hello@coolkeychain.com as soon as possible with your order number and the correction. Once production has started, we can't make the change or cancel the order free of charge. Please contact us and we'll discuss the available options with you.
Can I change an incorrect shipping address?
Yes, as long as your order hasn't shipped. Please email hello@coolkeychain.com or use our contact form as soon as possible, and include your order number and the correct address. Contact us.
When will my personalized order ship?
Most personalized orders ship within 3–5 business days. Once your order ships, we'll send you an email with tracking information.
How can I check my order status and track my package?
Sign in to your account to view your order status, or use our tracking page with your order number or order email. We send a verification code to your email before showing tracking details. Once your order ships, you will also receive an email with tracking information. Track your order.
How can I track my order without an account?
Use our tracking page with your order number or the email address used at checkout. We will send a verification code to that email before showing tracking details. If you enter an order number, you will also need to provide your order email. Track your order.
What should I do if my tracking hasn't updated?
Tracking updates can take time to appear. If there has been no update for more than 7 days after your order shipped, please email hello@coolkeychain.com with your order number, and we'll look into it.
What if my order hasn't arrived by the estimated delivery date?
If your order hasn't arrived by the end of the estimated delivery range, please email hello@coolkeychain.com with your order number. We'll look into it for you.
What should I do if my package shows as delivered but I can't find it?
Please check your mailbox, around your entrance, and with your neighbors. If you still can't find your package, email hello@coolkeychain.com with your order number, and we'll help you look into it.
What happens if my package is lost in transit?
If we confirm that your package was lost in transit, you can choose a free replacement or a full refund. Please contact hello@coolkeychain.com with your order number so we can help. Replacements usually ship within 3–5 business days.
Product commitment
What if my item arrives damaged?
Please email hello@coolkeychain.com within 30 days of delivery with your order number and a photo of the damage. You can choose a free replacement or a full refund. Replacements usually ship within 3–5 business days.
What if my item has a personalization mistake?
If we made a mistake with your personalization, please email hello@coolkeychain.com within 30 days of delivery with your order number and a photo of the issue. You can choose a free replacement or a full refund. Replacements usually ship within 3–5 business days.
What if I change my mind about my order?
Please contact us within 30 days of delivery with your order number. We'll help you with the next steps. Contact us.
How long will a refund take?
Refunds are issued to your original payment method. Your payment provider determines when the funds appear in your account.
Why does my item look slightly different from the product photos?
Small differences in metal tone, texture, natural patina, and the depth or alignment of hand-stamped details are normal. These variations are part of the materials and making process.
How should I care for my keychain or pet tag?
Wipe it with a soft, dry cloth. For stubborn dirt, use a little mild soap and water, then rinse and dry the item and its rings completely. Product care.
Can I use an accessory carabiner for climbing?
Personalized accessory carabiners are for keys and everyday items unless the product page states a load rating. Do not use an unrated carabiner for climbing, fall protection or safety equipment.