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Faqs
Purchase process
What payment method can I use to make my purchase?
You have several options, Credit or debit card, PayPal, and Apple pay.
Why was I charged twice?
You will only be charged for what you have purchased. If you see duplicate charges, please give it a few days and it should go away, and the issue should be rectified automatically. However, if it’s still there and you are positive you only placed one order, please contact us.
I need to change something on my order. How can I do that?
If the order was processed and has not been shipped, you can send us an email to hello@greencoldtherapy.com.Once the order was processed and sent (in transit) it is the responsibility of the customer to contact the shipping company and make the necessary changes (there may be an additional charge). We cannot be held responsible for the change of address.
Can I cancel my order?
To cancel the order, you must contact us before it ships, to the email hello@greencoldtherapy.com and explain the reason for the cancellation. Once the order was processed and sent (in transit) it is the responsibility of the customer to contact the shipping company.
Shipping and delivery
When will my order get shipped?
Orders usually ship the following business day, weekends and holidays will affect our guaranteed delivery time based on specific delivery service requested.
How long will my order take to arrive?
We ship by Ground or Expedited service from Miami, Florida and it may take 1 to 5 business days to arrive depending on your state and the service you selected.
Where do you deliver?
In these moments we only make shipments in all United States of America and Canada, soon we will open more countries. We are not responsible for lost or misplaced packages on deliveries to the following locations: Freight Forwarders, Hotels, Third Party Receivers.
My order status says "Unfulfilled". What does that mean?
It means that the order is being prepared and processed in our fulfillment center.
I refused my delivery, where is my refund?
Refused delivery may incur a restocking fee and outbound delivery costs will not be refunded. Please allow up to 5 business days for your refund to appear once we have processed the return.
Returns and refunds
What is your return policy?
You can read our complete return policy here.
How can I return my order?
You can read our complete return policy here.
When will I receive the refund for my return?
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
My items arrived damaged, what should I do?
Please contact us immediately, within 48 hours of receiving the order, hello@greencoldtherapy.com Please provide us with your order number and some photos of the damaged products.
Customer service
How can I check the status of my order?
You have several options, first you get an email with the tracking number, if you click on it takes you to the shipping page, additional on the homepage we have the TRACK ORDER button on the top of the page, you just have to place your email and purchase order number. Also in this same chat box is the help center chat that also allows you to follow the shipment.
How can I contact your customer service team?
Please email us at hello@greencoldtherapy.com
I emailed your customer service team. When should I expect a response?
We will respond to all emails as soon as possible. Normally within 1-2 business days.
