How we get it to your door.

01Overview

Cool Bionic ships cold plunge hardware internationally from regional facilities to customers across Asia-Pacific, North America, and Oceania. We’re committed to delivering your order safely and as quickly as the category allows.

This Shipping Policy forms part of our Terms and Conditions and should be read alongside them.

02Where We Ship

We currently ship to nine markets. Singapore and Malaysia are served from local warehouses. All other markets ship cross-border from our regional hubs.

If your country is not listed above, email support@coolbionic.com to ask about availability.

03Delivery Times

Delivery estimates below are from the date your order is dispatched — not the date it is placed. Add 1–3 business days for processing. Actual delivery times may vary with customs clearance, courier capacity, and weather.

04Order Processing

Orders are typically processed within 1–3 business days of payment confirmation. During peak periods, processing may take up to 5 business days.

You’ll receive an email confirmation when your order is placed, and a separate notification with tracking information once it’s dispatched.

We process orders Monday through Friday, excluding public holidays in Hong Kong. Orders placed on weekends or public holidays are processed the next business day.

05Shipping Methods

We work with vetted third-party logistics (3PL) providers and reputable international carriers. Partners are selected for reliability, tracking quality, and coverage in your region.

Because our products are large and heavy, shipments are typically sent via freight or specialist courier — not standard parcel post. The specific carrier depends on your location and the product ordered.

Local fulfilment — Singapore & Malaysia

Orders are fulfilled from our local warehouses, which means faster delivery and lower shipping cost. Local couriers handle last-mile delivery.

Cross-border shipments — all other markets

Products ship cross-border from our regional facilities through our 3PL partners. Customs clearance is handled on your behalf and is included in the delivery estimates above.

06Tracking

Once dispatched, you’ll receive an email with a tracking number and a link to follow your shipment. You can also track your order from your account at coolbionic.com.

Tracking updates may pause during customs clearance or when a shipment transfers between carriers. If tracking has not updated for more than 7 business days, contact us.

07Duties & Taxes

Delivered Duty Paid (DDP)

Cool Bionic operates on a Delivered Duty Paid basis. The price you pay at checkout includes all applicable customs duties, import taxes, VAT/GST, and fees for your destination. You will not be charged additional duties at delivery under normal circumstances.

Exception — post-purchase tariff changes

In the rare case that a government increases tariffs, duties, or import taxes after your order has been paid, you may be responsible for the unexpected difference at importation. This applies only to changes enacted after your purchase date.

If it happens:

• We’ll notify you as soon as we’re aware of the change.
• You can accept the additional charge and proceed with delivery.
• Or, you can cancel for a full refund of the original purchase price.

We will never hold your shipment without communicating first, and we’ll always give you the option to cancel.

Customs documentation

We handle all customs documentation for standard consumer orders. For B2B orders or unusually large shipments, we may need additional documentation from you (such as an import permit or business registration) and will contact you if so.

08Shipping Costs

Shipping costs, where applicable, are calculated based on destination, size and weight, and shipping method. The total will be displayed at checkout before you complete your purchase.

From time to time we run free-shipping promotions. These apply only to the markets and products specified in the promotion and do not affect DDP duties/taxes inclusion.

09Delivery Issues

Delayed deliveries

If your order hasn’t arrived within the estimated delivery window:

• Check tracking for the latest status.
• Allow an additional 5 business days — customs and carrier backlogs can cause delays.
• Contact support@coolbionic.com if your order is significantly overdue. We’ll investigate with our logistics partners.

If your order is confirmed lost in transit, we’ll reship at no cost or issue a full refund — your choice.

Damaged products

Our products are packaged to minimise transit damage. If yours arrives damaged:

• Document the damage. Photograph the outer packaging and product before disposing of any packaging materials.
• Report within 48 hours. Email support@coolbionic.com with your order number and photos.
• Resolution. We’ll arrange a replacement, repair, or full refund depending on extent and your preference.

Retain all packaging until your claim is resolved — the carrier may need to inspect it.

Incorrect delivery address

Please check your shipping address at checkout. We are not responsible for delays, lost shipments, or additional costs caused by an incorrect address provided by the customer. If you spot an error after ordering, contact us immediately — we’ll try to update the address before dispatch.

Failed delivery attempts

If delivery fails because no one’s available to receive the shipment, the carrier typically leaves a notification and attempts redelivery or holds the package for collection. Policies vary by carrier and destination. If the package returns to us, we’ll contact you to arrange reshipment (additional shipping charges may apply).

10Large & Heavy Items

Cold plunge products are large and heavy, and require special handling:

• Kerbside delivery. Unless otherwise specified, standard delivery is to your front door or kerbside. Delivery personnel are not required to carry products inside your home or up/down stairs.
• Access requirements. Ensure adequate access for the delivery vehicle and a clear path. For narrow streets, gated communities, or high-rise buildings, note this at checkout or tell us in advance.
• Unloading help. We recommend having at least two people available to unload and position the product. Some units exceed 50 kg.
• Inspect at delivery. Check the outer packaging for visible damage before signing. If damage is visible, note it on the delivery receipt and photograph it immediately.

11Import Restrictions

Some countries have import restrictions or require specific certifications for electrical products or water-contact equipment. We comply with all applicable regulations and ensure products shipped to your country meet local certification requirements.

If a product cannot be shipped to your location due to import restrictions, we’ll notify you before dispatch and offer a full refund.

12Returns Shipping

For full return terms, see our Terms and Conditions. Shipping-specific points:

• 7-day refund returns. We cover return shipping. We’ll provide a prepaid label or reimburse reasonable return shipping costs.
• Warranty returns. If remote troubleshooting and local service can’t resolve the issue, we cover shipping to us and back to you for repairs.
• Return packaging. Use the original packaging if possible, or equivalent protective packaging. We aren’t responsible for damage during return transit caused by inadequate packaging.

13Contact

For any shipping-related question:

Cool Bionic
Email: support@coolbionic.com
Web: coolbionic.com

We aim to respond to shipping inquiries within one business day.