FAQ

Shipping & Orders

Where does Natcool ship?

Natcool ships everywhere in the United States. Domestic orders totaling $90 or more qualify for free shipping. We also ship internationally to any location accessible via UPS

How much does shipping cost?

We offer free standard shipping on all domestic orders $90+! Under $90, your shipping rate is calculated at checkout.For domestic orders, Shipping Protection helps cover packages that are lost, stolen, or damaged during transit and includes a prepaid return shipping label for eligible returns and exchanges.

How long will it take my order to ship?

At NATCOOL, our products are shipped from our integrated supply chain network in China through reliable international logistics partners.Once your order is confirmed and ready for shipment, we arrange export customs clearance, international transportation, destination customs clearance, and final delivery to your address.Shipping times vary depending on the transportation method selected. Please refer to the estimated delivery times below.

Order TrackingOnce your order has been shipped, tracking information will be provided via email.
Please note:
• Express shipments usually receive tracking updates within 24–48 hours
.• Freight shipments may require several days before tracking information becomes available.
Customs Clearance
All international shipments are subject to customs procedures in both the exporting and importing countries.Customs clearance time may vary depending on:
• Product category
• Import regulations
• Required documentation
• Customs inspections
NATCOOL works with experienced logistics partners to help ensure smooth and efficient delivery
Shipping Delays
Although we always work to deliver orders as quickly as possible, unexpected delays may occur due to:
• Customs inspections
• Peak holiday seasons
• Weather conditions
• Flight or vessel schedule changes
• Local delivery delays
We appreciate your understanding and will keep you informed throughout the shipping process.

Please note that delivery times are estimates and may vary depending on customs inspections, holidays, weather conditions, and local delivery services.

Can I change or cancel my order?

We begin processing orders shortly after they are placed, so we cannot guarantee that changes or cancellations can be made before your order ships.
If you need to make a change or cancel your order, please contact natcool-tech@outlook.com as soon as possible. Our team will do their best to accommodate your request.
For pre-orders, changes or cancellations can only be made during the pre-order period.
If your order has already shipped, please refer to our Return Policy for available return options.
Our Customer Experience team is available Monday–Friday, 9:00 AM–5:00 PM.

How can I check the status of my order?

Once your order ships, you'll receive a shipping confirmation email with a link to track your order.
You can also view your order status anytime by logging into your Natcool account.
Please note that tracking information may take 1–2 business days to update after your order has shipped. If you still have questions, contact us at natcool-tech@outlook.com

Products

How can I find more information about a product?

Individual product pages have lots of useful information including photos, features, care instructions, and size guides. Still have questions? Email us at natcool-tech@outlook.com, and we’ll provide answers .

How do I clean my Natcool products?

Having a pet gets messy, but all of our items are designed to be easy to clean. In general, a quick hand wash with gentle soap should do the trick, but more detailed care instructions are listed on each product page.

Where are your products made?

Our products are made in China, and the Philippines, with partners who prioritize quality, worker safety, fair wages, and environmental responsibility.