FAQS

ORDERING & PAYMENT

Can I place a phone order?

Sorry, at this time, we are unable to process orders by phone.

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How do I know you've received my order?

As soon as we receive your online order, we'll email you a confirmation to let you know we have it, and your order will be marked as 'Awaiting Fulfillment'. We'll also send you an email to let you know that we've dispatched your order along with your tracking reference number, so you'll know when to expect it (depending on the delivery option you have chosen).

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Can I make a change to my order?

We’re very proud of how quickly we process your orders. If items in your order are in stock it will most likely be shipped the same day or the next business day. But hit us up with any questions about your order with your 'Order Details' and if it hasn't been shipped, we can totally make the change for you. We're here to help you 24/7!

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I just placed my order with you. Can I add another item to it?

Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us at customercare@shopthreecoolcats.com and reference your previous order number in the e-mail. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order.

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Will you hold the order and ship it at a later time?

If for some reason you want your order to be shipped at a later time, quickly hit us up at customercare@shopthreecoolcats.com with your 'Order Details' and if it hasn't been shipped, we will be happy to hold it for you.

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Will I be charged any sales tax?

Applicable sales tax will be added to all purchases shipping to California.

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Was I charged twice?

Your credit card will only be charged once after your order ships. If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card. Please only click the “Place Order” button once to avoid multiple authorizations.

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What forms of payment are accepted by you?

We accept Visa, MasterCard, Discover and American Express credit card payments as well as PayPal payments. We do not accept personal checks, money orders or direct bank transfers. Note, your account will not be charged until your order actually ships.

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How do I know my payment is secure?

Three Cool Cats uses Paypal, one of the world’s most trusted payment partners to take card payments. Our connection with Paypal is secure and encrypted to the highest of industry standards.

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I get an error message when I enter my shipping and billing addresses. What’s going on?

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos (this often solves the issue).

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My order won’t go through. What should I do?

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. Please only click the “Place Order” button once to avoid multiple authorizations. If you continue to receive error messages, please contact Customer Care at customercare@shopthreecoolcats.com and we'll be happy to solve any issue.

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Why might my credit card be rejected?

    •    The card may have expired. Check that your card is still valid.
    •    You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
    •    You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

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What are Coupon Codes/Gift Voucher?

We do offer occasional discount codes to customers. To use a promotional code offered to you, simply enter the unique code into the “coupon code/gift voucher” box once you reach checkout. All promotional codes are subject to Terms & Conditions, and sometimes have a minimum spend or expiry date applied. All codes are created to be redeemed against full priced Three Cool Cats product only and cannot be used in conjunction with any other offer. Shopthreecoolcats.com reserve the right to terminate, or withdraw a promotional code without prior notice.

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How do I redeem my store credit?

To use a store credit, sign into your THREE COOL CATS account; you will see your store credit on 'My Cool Cats Account' link at the top right of the homepage. Upon checking out, the store credit will automatically be deducted from your total. If you do not use the entire store credit the remainder will go back into your 'My Cool Cats Account' to be used on future purchases.

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If I have a question about the Size/Fit/Measurement of a product. How should I find this information?

Please see our 'Size Chart' for general information on sizing. If you have a specific question about an item, please email us at customercare@shopthreecoolcats.com .

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How do I add items to 'My Bag'?

When viewing an item on the product detail page, you may select it's size and quantity. Then, to add the item to your bag, you will simply click the 'Add To Bag' button.

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How do I place an order on the site?

After you have added an item to your bag, you will be prompted to review your bag. Here, you may review all items in your bag, update quantities, remove items or return to the product detail page. Once you have reviewed the items in your bag, you may either continue shopping or proceed to check out and place your order.

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How do I check out my order?

  • Step 1 - By clicking the "Check Out" button in your bag, you'll be asked to either sign-in to your account or to click continue if you do not have an a/c.
  • Step 2- If you do not have an account, you will be asked to enter your billing address information. If paying by credit card, you will need to make sure that this billing address matches exactly what the credit card company has on file. If your billing address is the same as your ship to address, you may proceed to the next step. Or, you may edit your shipping address to a different address by clicking edit.
  • Step 3- Next choose which shipping method you would like to use for delivery. 
  • Step 4- To complete your order, simply confirm by reviewing the order totals and entering in your payment information. We accept Visa, MasterCard, Discover and American Express credit card payments as well as PayPal payments. Then click the "Confirm Order" button. Upon confirming, you will be given an order number and you will receive an email confirmation of your order details.

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What does 'Pending Verification and Shipping' of my order mean?

When placing your order, please make sure that you use the billing address and contact information as it appears on your credit statement. In the event that your information does not match exactly what your credit card has on file, your order may be held pending verification. When specifying shipping address information, be sure to check that the zip code, city and state are correct. We may have to contact you to update this information and this may delay your order.

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How can I track my order?

1. If you have an account, you can check the status of your order at anytime, by simply logging into your account and clicking “Order Status”. If your order states “Awaiting Fulfillment”,your order has been received and is being processed by us. If your order states “Shipped”, you will see a delivery tracking number.

2. If you do not have an account, please contact us at customercare@shopthreecoolcats.com . We will be happy to provide you with your order status or tracking information. 

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Why was my order cancelled?

  1. Three Cool Cats was unable to verify the billing information that was entered on the order. If the billing address does not match with what the credit card issuer or bank has on file, the order will be automatically cancelled.
  2. If your order has been cancelled, please contact your credit card issuer or bank to verify that the billing information is correct. Afterwards, create a new order using the correct billing address.
  3. Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order
  4. If you still need assistance please send us an email at customercare@shopthreecoolcats.com and we will be happy to help you.

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Is my personal information secure on your site?

Shopping on our site is safe and secure. Please go to Shopthreecoolcats.com, click on 'Privacy Statement' at the bottom of the homepage to view the full details on how we protect your privacy and personal information.

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SHIPPING

When will my order ship?

Most orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.

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How much will shipping cost?

For Domestic Shipping (Within US) find all information here - http://tinyurl.com/TCC-Domestic-Shipping-Info

For International Shipping - find all information here - http://tinyurl.com/TCC-Intl-Shipping-Info

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Will I have to pay International taxes & duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

Three Cool Cats cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

If you refuse a shipment from Three Cool Cats, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Three Cool Cats. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

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RETURNS & EXCHANGES

I would like to return or exchange some items. Where can I find information about it?

For our full Return & Exchange Policy, Go to Shopthreecoolcats.com and click on 'Returns' at the bottom of the homepage.

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OUT OF STOCK PRODUCTS

I absolutely love this piece on the site, but it is out of stock in my size! What can I do?

New items can sell out quickly, but we may get more soon! Most of our pieces are one-of-a-kind and so sometimes we can't stock more sizes/colors in specific pieces. We're always on the hunt for unique & exciting pieces that will bring a smile on your face. So do check back and we promise you won't be disappointed. Email us at customercare@shopthreecoolcats.com with 'the name of the piece' you adore, and we'll be happy to check if it will be available at a future date on the site.
 
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MY COOL CATS ACCOUNT

Why should I create a Three Cool Cats Account?

By creating a Three Cool Cats account, you can:

To create an account/sign in to an existing account: Go to Shopthreecoolcats.com, click on 'My Cool Cats Account' on the top right of the homepage.

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What if I forget my password?

If you listed an email address when you created your 'My Cool Cats Account', we can send your password to that email address. You can simply request a new password by clicking on 'Forgot password' while loggin-in. For security reasons, we can't send passwords to any other email address.

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How do I change my account information?

As soon as you log on to your account with your email address and password, it will direct you to your account overview to update/edit your account information.

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