customer service
CoolBoard is a small company, and I take great pride in both product and customer service. I am here to help, and I often find that if there is a problem, a quick chat is the best way to get it sorted. I want to look after you, my customer, and for you to have the CoolBoard smile. This page has some legal speak, as it has to, so please remember there are nice people waiting here to help you.
Contact:
For friendly advice and for any issues please contact us on:
Christmas deliveries
UK ORDERS – will be upgraded to fast for free in the last week! ALSO SPECIAL OPTIONS FOR OVERSEAS – GET IN CONTACT.
Christmas Cut-off – UK mainland – Thursday 21st Dec 9am.
We have an amazing success rate for Christmas deliveries. In the last 4 years, only 2 orders have missed the magic day, and only due to adverse weather conditions.
So order with the confidence and we will do all we can to get your order to you in time. Please bear in mind that more remote locations may need a little longer to get to you…
If the timings below do not work for you, we may still be able to help, many services offer incredible express services. We’ll need to organise and price this on an individual basis so please call on 07816 665 069 or email on [email protected].
UK mainland – Thursday 21st Dec 9am.
EU – Tuesday 19th Dec 2pm GMT – email to arrange Import TAX advance payment
USA – Tuesday 19th Dec 2pm GMT
Rest of the World – varies – email to arrange – find out for your destination and Import TAX advance payment
More information for specific destinations is below.
Weather conditions and your location can affect these times, so to avoid an empty stocking we recommend ordering soon and not later.
That said we know last minute ordering can save the day and we’ve made many a Christmas smile over the years.
UK mainland –Delivery is 24 hours with a success rate of 99%. If you are in a more cut-off location and deliveries often take longer please account for this.
- All UK Orders will be automatically upgraded to fast shipping for free
EU – Delivery is often 2 days with a success rate of 90% for common destinations, 5 days max. If you are in a more cut-off location and deliveries often take longer to get to you please account for this.
- Please contact us so we can arrange Import Taxes to be prepaid, so it will fly through customs and you’ll get it in time for Christmas.
- Your price will be: Price less UK VAT (20%), plus shipping plus import taxes. We will take care of this for you.
USA – Delivery is often 2 days with a success rate of 90% for common destinations, 5 days max. If you are in a more cut-off location and deliveries often take longer to get to you please account for this.
- Zero VAT, zero import charges, zero tax!
- We ship direct to your door, in as little as 3 days.
- Shipping is £39, which is roughly the same amount as the VAT we deduct, so you’ll pay roughly the shop price.
- Final price confirmed in checkout before you pay.
- The USA never had it so good! :-)
Rest of the World – This is tricky to call. Our service quotes 2 – 5 days, but some remote countries and locations can take up to 2 weeks. Please do ask us for specific information to your country.
- Please contact us so we can arrange Import Taxes to be prepaid, so it will fly through customs and you’ll get it in time for Christmas.
If you are concerned please do email us on [email protected] or phone on +44117 949 8338.
And please also accept that occasionally problems do occur, and while we will do everything we can to remedy these in time, very very occasionally a delivery misses the important day.
Once you have all enjoyed the love, food and partying, we will be back to business as usual come the 2nd of Jan.
Have a very merry Christmas and a lovely start to a good new year for all.
Delivery Disruptions
Large CoolBoards are currently out of stock, and available for backorder. Medium CoolBoards and PortoLTs are in stock and ready to go.
All affected orders will be upgraded to our ultra fast shipping for free to say thank you for your patience, and to keep you waiting as little as possible.
Due to increased demand over the last few months we are unfortunately out of stock of Large CoolBoards. We are working as hard as we can to get them back in stock asap. To get yours as fast as possible, we suggest you use our backorder option, just place your order as normal, and it will be held in our queue. As soon as the new fresh stock is available we will send all backorder orders out as quickly as possible, oldest orders being served first. ETA end of June.
We are also working on expanding to avoid shortages in the future.
Delivery Disruptions
None at present. If we are experiencing any disruptions you’ll see a banner at the top of the website with details.
UK mainland delivery
3 – 5 day delivery is FREE. Super fast delivery is £10.
‘Super fast’ means 24 hrs from courier pick-up, which will be the same day or day after you place you order. Super fast deliveries generally beat normal shipping by 3 days.
3 – 5 days is working days, even couriers need a rest! They certainly deserve one!
Unfortunately we have to acknowledge that a problem may happen that disrupts our free flowing delivery system. This is exceptionally rare and we will warn you if it is the case. Due to this we have to say that we guarantee delivery within 28 days.
If there is a delay or other issue we will work with you and the couriers to get it sorted for you asap.
USA Orders
Zero VAT, zero import charges, zero tax!
We ship direct to your door, in as little as 3 days.
Shipping is £39, which is roughly the same amount as the VAT we deduct, so you’ll pay roughly the UK price.
Final price confirmed in checkout before you pay.
The USA never had it so good! :-)
Overseas & International Orders
We ship CoolBoard to most locations globally.
The shipping rate is calculated in our checkout before you pay.
It normally takes 2-5 days for most destinations.
The shipping charge will be what we pay minus £10 because we offer free UK shipping so it seems fair.
We DO NOT charge you UK VAT.
Please be advised that for all international deliveries, there may be customs and VAT charges that the customer will be expected to pay. CoolBoard are not liable for these payments. If these local import/custom charges are refused or not paid by the customer, then the item could be returned to CoolBoard or possibly destroyed if too expensive to return. Please note: If your order is not returned to us in these circumstances, we may not be able to refund you for your order. We would not be able to refund any original postage costs paid and can only refund for the returned product/s minus any costs incurred in returning them to CoolBoard. CoolBoard reserve the right to amend orders placed with incorrect delivery options without notice. CoolBoard does not accept responsibility for items being delayed through customs/security checks or adverse weather conditions. There are no refunds on shipping costs unless CoolBoard is responsible for the error. In the unfortunate event a product is out of stock a member of our Customer Service Team will contact you.
Returns – 60 day no quibble money back guarantee
No quibble means you can actually try it! We happily authorise refunds for CoolBoard showing signs of light use.
You are welcome to buy a CoolBoard Package, try it out, and if you don’t want it for any reason, return it within 60 days for a full refund, excluding any shipping costs.
Testament to CoolBoard quality of form and function, our return rate is staggeringly low at less than 1%, industry standard is 24%!
If you are not getting on with your CoolBoard, please do give us a call, we often find a quick chat will have you smiling rather than frowning about your CoolBoard. We are here to help and we do not bite.
Otherwise please email us for our returns address.
5 Year Guarantee
Our 5 year guarantee covers all CoolBoard supplied Boards and Balls to be free from manufacturing defects for 5 years. Simple. No catch.
It does not cover wear and tear or abuse, and it does not cover Discs or Pumps.
Do remember that over time the grip-pad will wear, and its likely you will mark the Board over the years. We have yet to have a Disc fail, but we cannot cover them because we do not make them.
We make these things very very well, every material carefully chosen and tested, even the grip-pad is print free so the logo will not wear out over time. If you look after you CoolBoard, bar a few scratches on the bottom of the board, it will be looking lovely and fresh in 10 years time, even longer.
Lifetime support
For as long as CoolBoard is running – if you have a CoolBoard related question, we’ll give our best advice.
Start a new sport – we’ll give you ideas on how to use CoolBoard to benefit.
Get an injury – we’ll suggest ways to use CoolBoard for your rehab so you come back stronger than before.
Want to help your gran benefit from CoolBoard – we’ll walk you through it.
Want the winning lottery numbers……… sorry, just not CoolBoard enough!
Even if you don’t want to talk to us – we have the ‘How-To‘ section which will continually be added to and developed.
Ordering, Payment, Pricing & Promotions
Ordering
To order products from our site all you need to do is click on the product you like and add it to your shopping basket. When you have finished shopping, click the checkout button. If you have used our website before you can enter you email address and password and your previous details will be entered. If you are a new customer then you simply enter your details for the first time – no need to register. Once you have completed your address details you will be taken into the delivery screen, if there are any special comments that you would like to make about the delivery please include them here. Proceed to payment in order to confirm your order – check the items, payment method, billing and delivery address are correct then hit the ‘PAY & CONFIRM’ button if they are all correct. Please note that your details will be kept safe and secure and will not be given to any third parties (see our privacy policy for more details).
Payment
We accept the following debit/credit cards for payment: Master Card, Visa, Maestro and American Express. If you have a PayPal account you can use your account by clicking on the PayPal option.
Payment via card
Insert all your card details on the payment page. If your card uses the Verified by Visa or Mastercard Secure Code scheme, you may need to enter your password to verify the transaction. You will receive a confirmation email with your order number and receipt number. If you do not receive an email confirmation please contact us. Once your order has been picked, packed and shipped you will receive an email with the tracking information. If there are problems with the payment please try another card. Please call us if your payment cannot be made so we can help you to understand what to do or who to contact.
Payment via PayPal Account
If you have a PayPal account you can insert your username and PayPal password and use your account as you normally would. Once you have completed the transaction you should click the return to merchant button which will take you back to the coolboard.co.uk website. You will receive two confirmation emails with your order number and receipt number. The emails will come from [email protected]. If you do not receive notification please contact us ASAP. Once your order has been picked, packed and shipped you will receive an email with the tracking information. If there are problems with the payment please try a debit or credit card or contact PayPal for assistance.
Promotional Coupons
If you have a valid promotional Coupon Code then you can enter it into the coupon code box on the payment page and your order will be discounted accordingly – please be sure to check the expiry date on the coupon as they often run for a limited time period. They will sometime only be available on certain brands or products categories, so please check the items you have chosen are eligible for the discount. If you have any problems with the promotional coupon please email our customer service team using this form.
Gift Vouchers
To use a gift voucher, add the items to your cart and go to checkout. To pay for your products enter the gift voucher number on the shipping page, in the Gift Voucher box. If the total of your order is less than the amount on the gift voucher then the remaining balance will be left on the same Gift Voucher, to be redeemed next time you shop with us. If the total of your order is more than the amount on the gift voucher, you can pay for the remaining amount using your credit card or PayPal account. We do not provide a cash refund for gift vouchers, we will however put refund amounts back onto the Gift Voucher. If you have any queries please don’t hesitate to contact our customer service team using this form.
Cancelling your order
If your order has not started being processed by our warehouse, you can contact us immediately so that we will be advise you what to do. If our warehouse has started processing the order, we are unable to cancel it and we would advise that you return the item as soon as you receive it.
In the UK Distance Selling Regulations advise you have seven working days to cancel the contract for your order with us and we will issue you with a full refund. The seven working days starts from the day after you receive your order. We need written confirmation of cancellation from you, so you’ll need to contact us quoting your order number. If you have already received your order, you will need to return all the items in the order. You will need to pay the cost of returning the order. The items must be in their original condition and will be inspected once we have received them. If we do not receive the cancelled order back, we may arrange to have them collected at your cost.
Terms & Conditions
About Us
Coolboard.co.uk is a website owned and operated by CoolBoard Ltd, a limited company registered in the UK with company number 6380582 at 48, St. Andrews Road, Montpelier, Bristol, BS6 5EH.
The head office of CoolBoard Limited is at 48, St. Andrews Road, Montpelier, Bristol, BS6 5EH. Please note this is our commercial office address and not our warehouse address.
The use of this website is governed by the policies, terms and conditions set forth below. Please read them carefully. Your use of this website indicates your acceptance of these terms and conditions. Your placement of an order indicates your acceptance of these terms and conditions. Your submittal of any purchase order to CoolBoard Ltd indicates acceptance of these terms and conditions. These terms and conditions shall supersede any subsequent terms or conditions included with any purchase order, whether or not such terms or conditions are signed by CoolBoard Ltd. CoolBoard reserves the right to make changes to this website and these terms and conditions at any time.
Patents, Copyright and Trademark Notice
CoolBoard balance boards are patent protected internationally. As such it is a violation of these patents to build, promote or sell any product which falls into the scope of our patents and could result in criminal or civil penalties.
This website is owned and operated by CoolBoard Ltd. Unless otherwise specified, all materials appearing on this website, including the text, website design, logos, graphics, icons, and images, as well as the selection, assembly and arrangement thereof, are the sole property of CoolBoard Ltd. All audio and video clips are the sole property of CoolBoard Ltd or their respective content providers. All software used on the website is the sole property of CoolBoard Ltd or those supplying the software. You may use the content of this website only for the purpose of shopping on this website or placing an order on this website and for no other purpose. No materials from this website may be copied, reproduced, modified, republished, uploaded, posted, transmitted, or distributed in any form or by any means without CoolBoard Ltd’s prior written permission. All rights not expressly granted herein are reserved. Any unauthorized use of the materials appearing on this website may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties.
Disclaimer and Limitation of Liability as to Products Sold
All of CoolBoard’s products are guaranteed against defects in accordance with the manufacturers warranty from the date on which the goods were received. Except as expressly stated herein, CoolBoard Ltd makes no representations or warranties, either express or implied, of any kind with respect to products sold on the CoolBoard website. Except as expressly stated herein, CoolBoard Ltd expressly disclaims all warranties, express or implied, of any kind with respect to products sold on this website, including but not limited to, merchantability and fitness for a particular purpose. You agree that the sole and exclusive maximum liability to CoolBoard Ltd arising from any product sold on the Coolboard.co.uk website shall be the price of the product ordered. In no event shall CoolBoard Ltd, its directors, officers, employees or other representatives be liable for special, indirect, consequential, or punitive damages.
Disclaimer and Limitation of Liability as to the CoolBoard Ltd Websites
The Coolboard.co.uk website and the materials therein are provided “as is”. CoolBoard makes no representations or warranties, either express or implied, of any kind with respect to the Coolboard.co.uk website, their operations, contents, information, materials. CoolBoard Ltd expressly disclaims all warranties, express or implied, of any kind with respect to the websites or their use, including but not limited to merchantability and fitness for a particular purpose. You agree that CoolBoard Ltd, its directors, officers, employees or other representatives shall not be liable for damages arising from the operation, content or use of the Coolboard.co.uk website. You agree that this limitation of liability is comprehensive and applies to all damages of any kind, including without limitation direct, indirect, compensatory, special, incidental, punitive and consequential damages.
Pricing and Availability
In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, CoolBoard Ltd shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. CoolBoard Ltd shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, CoolBoard Ltd shall immediately issue a credit to your credit card account in the amount of the charge. Where applicable, prices are inclusive of VAT at the rate appropriate to the country of receipt within the EU. VAT is not included in our prices for customers outside of the EU. Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the ‘Total Cost’.
Links Policy
This website may contain links to other websites on the Internet that are owned and operated by third parties. You acknowledge that CoolBoard Ltd are not responsible for the operation of or content located on or through any such website.
Order Acceptance Policy
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. CoolBoard Ltd reserves the right at any time after receipt of your order to accept or decline your order for any reason. CoolBoard Ltd reserves the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item. We may require additional verifications or information before accepting any order.
Gift Vouchers
Gift vouchers are only valid for a limited time and the voucher must be used by the date shown on the voucher – please check your voucher to find out when to use it by. CoolBoard Ltd cannot accept any responsibility for stolen or deleted gift vouchers. We’ll despatch your gift voucher either as soon as payment has been cleared and we cannot be responsible for any delays, no matter how they are caused.
If you are the purchaser, please double check the delivery email address you enter – it is your responsibility to do so and we’re afraid we cannot be held responsible if a gift voucher is used by someone other than your recipient if the email address entered is incorrect. In addition, we cannot take responsibility for any gift vouchers that are lost or used by someone other than your recipient after delivery. Make sure your recipient has received their gift voucher, as it is their responsibility to keep the voucher details safe.
From time to time, gift vouchers may get caught in spam filters, and it is the recipient’s responsibility to check these filters. We cannot take responsibility if a gift voucher cannot be delivered to the recipient’s email address because of spam filters, firewalls, the capacity of the recipient’s mailbox or any other factors outside of our control. If you need a refund, this will be made in the same way as the original payment method (such as onto a gift voucher, debit/credit card account, or a combination of the two). We reserve the right to vary these terms and conditions.
The conditions of use relating to any discount code will be specified at the time of issue.
Jurisdiction and Venue
You agree that any legal action brought against CoolBoard Ltd shall be governed by the laws of England without regard to its conflict of law principles. You agree that the sole jurisdiction and venue for any litigation arising from your use of or orders made on the Coolboard.co.uk website shall be an appropriate federal or county court located in Southern England.
Klarna Terms
The terms and conditions below are supplied by Klarna and only apply to purchases made via Klarna. Please contact Klarna direct for more information.
