EMAIL SUPPORT:

CUST CARE: custservice@aircooled.net

VW QUESTIONS: vwtech@aircooled.net

RETURN REQUESTS:
returns@aircooled.net







Aircooled.Net Inc.
379 West 6500 South
Murray, Utah 84107 USA


Email: custservice@aircooled.net


PHONE (LEAVE A MESSAGE):
801-453-1906


We rely heavily on email as the most efficient and accurate way to serve our customers. Please only contact us by PHONE if you are unable to email for some reason, or if your situation (or tech question) is complicated.

We do NOT offer "formal" phone hours, but instead RETURN ALL MESSAGES (usually within 1-2 business days) at a time when we are able to focus on your situation/questions and aren't preoccupied with the flurry of shipments that we are shipping to waiting customers in the busy part of our day. We return calls DURING THE DAY at various times throughout the week as time allows, so please be prepared to wait a few days for us to call you back. If you are phoning for status of a backorder or order in process, you may receive your reply by EMAIL.


Return to Help Index
Order Status & Fulfillment
Can you guarantee delivery by a certain date?
  Given enough order lead time, we will TRY, but cannot guarantee that we will be able to acquire and ship your requested items by a certain/specified date. There are too many factors involved, sorry!
How long till my order ships?
  TIME TO SHIPMENT (aka ORDER FULFILLMENT) and ESTIMATED TIME TO DELIVERY

When your order will ship from our warehouse varies according to products purchased. Especially if you are in a hurry to receive your order, factor in the potential for up to 2 weeks of “acquisition time” for warehouse fulfillment of your order, PLUS the delivery time estimated by the carrier for the shipping method that you selected.

Below is a list of things that have the potential to delay your order’s warehouse fulfillment time:

-if your order fails the credit card payment verification process
-if your credit card is declined or credit card number submitted is invalid
-if you pay by check/money order (we do not ship until your payment clears)
-if you submit change order requests
-if your order contains discrepancies (i.e. if you order one part for a Bus, and another part for a Beetle, but you don’t state in your Special Instructions that you are ordering for two different vehicles)
-if an item on your order is custom-made or a special order item
-if any of the items you order are out of stock (backordered) at the time you place your order
-if you submit an incorrect delivery address (this may also be subject to an additional charge)
-if you submit an order on a holidays / weekends (we are not open Saturdays)

Once shipped, all orders are subject to the delivery times, terms and conditions of the shipping carrier used. Carrier speed and reliability is independent of and outside of Aircooled.Net’s control.
Order Notes, Handling & Delivery Special Requests
  We always do our best to honor order handling requests that are submitted at the time of your order in the ORDER NOTES area during order checkout. If you forget to submit a Special Handling request at the time you place your order, be advised that, although we will still try, any requests made AFTER an order has been placed may not be matched up with your order in time to comply.

If you do not submit any “Order Handling Requests”  at the time you place your order, then we will process your order according to our default/standard Order Fulfillment and Shipping policies:
Has my order shipped?
  You can check the status of your order online by viewing your Order Status in your Customer Account.
Login to your Customer Account area by clidking the "My Account / Order Status" link (at the top right hand side of every page of our site).
When you "view order" from within your Customer Account area, you will see the payment and/or shipping status. If any portion of your order is delayed more than 2 weeks by a backordered item, you will see notes on your order with information.
How do I change quantity or cancel an item in my order?
  After you submit your order online, there will be a period of time while your order is still "new" where you can log into your Customer Dashboard and make changes to quantities, delete, or add items. This capability is only enabled until your order is reviewed by us and entered into the  "processing" phase. When you order status is "processing", the order is "locked" and no longer editable from within your Customer Dashboard. All subsequent order change requests then must be made via email. A rep will make the change to your order on your behalf, and then ask you to review and approve the changes before proceeding with your order.

You can make changes to your billing and/or shipping address, as well as your payment method at any time prior to order shipment. These features are accessible from your Customer Dashboard regardless of the status of your order.
How do I track my order after it has shipped?
  ORDER TRACKING
Tracking information for United Parcel Service (UPS) shipments is automatically emailed to customers from UPS on the date your package ships. US Postal Service EXPRESS Mail shipments are also trackable.
Package tracking is not available for US Postal Service Priority Mail shipping method and they only estimate 2-3 day delivery — it is NOT guaranteed to be this fast — so be sure to consider this when making your shipping method selection at the time you place your order.

Tracking Numbers and links for some carriers/methods are also available from with your "Account / Order Status" Customer Dashboard. Login and view your order history to access.

If your shipment does not arrive within the time estimated for carrier delivery, contact us and we will look into the status of your shipment.
My order never arrived.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
An item on my printed invoice was not in my shipment.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
I was charged for some products that I didn’t receive
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

Multiple Packages May Arrive Separately
Do not be concerned if items in your order arrive in separate packages. Whenever possible we attempt to ship orders in a single package to keep shipping costs down for the customer. But separate packaging is sometimes required due to carrier limits on package size and weight. Also, some items are drop-shipped directly from the manufacturer for quicker delivery, and dropshipped items will arrive in packages separate from items that are shipped from the Aircooled.Net warehouse. This happens in the cases of custom-made products, some backorder situations, and for most of the especially large or heavy items.
Backordered Items
If you were invoiced for items whose box # appears as “D” or “DS” on your invoice, then those items are coming in a separate package. Item availability for some drop-shipped items cannot be verified prior to payment processing. For this reason, some items on your order may be invoiced and charged but placed on back order due to lack of immediate availability. All Back Ordered items (both pre-paid, and not prepaid) will be shipped as soon as they become available. You will be contacted prior to shipping of a backordered item if the period of backorder is greater than 90 days. If pre-paid back ordered items can not be acquired within 90 days of order placement, then the order for those items will be considered null and void, and any applicable product charges will be credited to your account or credit card. Simply send us an email if you haven’t received your drop-shipped backordered items in a timely manner and want either a status update or to cancel the items.
Packaging Error/Shorted Items
If you are still missing some items after you have received all of your packages, contact us via email at custservice@aircooled.net and tell us the specific items that were shorted from your order. We will verify the packing slip on our end and rectify the matter to your satisfaction. Shorted items are defined as items that appear on the invoice enclosed but are NOT in any of the packages received. If your package is damaged or compromised on the exterior, then the items are more likely LOST, not SHORTED (see below for procedure on Damaged shipments).
When will my backordered items arrive?
  Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.
Will I be notified when my order ships?
  You will receive a shipment notification email from our order system, and possibly also an email from the shipping carrier with tracking information within 24-48 hours of shipment. If you selected a trackable shipping method, you will also (in most cases) be able to find your package tracking information in your Account / Customer Dashboard.

PLEASE NOTE: Product availability can vary and short-term backorders are common. Immediate shipment of requested products is NOT guaranteed. Orders are processed in the order that they are received and order fulfillment time varies. Product Images are representative only. Actual product may differ in appearance. Although every effort has been made to provide accurate pricing and product technical and vehicle application information, THIS CATALOG MAY CONTAIN ERRORS (typographical, photographic, or informational). Product prices are subject to change without obligation. In most cases we are able to honor advertised price, but in the RARE case a substantial price increase occurs, you would be notified and given the option to cancel. All information provided by Aircooled.Net (via website or email) is for USE AT YOUR OWN RISK. All products purchased should be checked and installed by a qualified mechanic. Since Aircooled.Net has no control over product installation, we will not be held liable for any consequential costs or damages associated with products purchased.