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Help and FAQs
Welcome. Choose a section from the list below to start getting some answers to your questions.

Photo Guidelines
How do I upload photos?
You may upload an image using the "select images to upload" button. This will allow you to upload any picture you want from your own computer. You can use digital photos, scanned photos, photo CD's, pictures that have been e-mailed to you, and pictures that you have downloaded from a photo sharing website.
Can I scan a picture in that I already have?
Yes, if you have a scanner attached to your computer/printer, then scan the pictures, save them to a file on your computer, and upload them to your CooCube account.
Will I be able to crop and edit my pictures within the CooCube.com website?
You betcha. Once you have uploaded your photos you will be prompted to style your photos. You will be able to zoom, crop, rotate, and adjust the brightness of each of your photos.
What size pictures can I use?
For the best quality print on our fabric, we recommend that you use images that are equal to or larger than 900 x 900 pixels when filling the full area of your CooCube (3 x 3 CooCube). Higher resolutions will have even better results. For images smaller than this size, you should not zoom in to fill the full area, but should leave additional "white space"for the best results.
What if I forgot to upload a picture I want to use?
Throughout the "create your own" process there will be links that will prompt you to upload more images if needed. Also, you can always click back to step two.
Does CooCube retain the rights to the photos I uploaded?
We do not retain the rights to your photos. Your images remain your copyright and belong only to you. We may store your photos for a period of time if you set up an account so that you and only you may come back to your photos and order at another time.
Product
How do I care for my CooCubes?
Spot clean only.
How do I customize my CooCubes?
It's as easy as 1, 2, 3. Once you choose your theme you will be prompted to upload photos. If you choose to customize with photos you will have the ability to crop and style your photographs. Once you have styled your photographs you are able to design each CooCube. You can make minimum changes to the default layout or choose to personalize each side. Simply click the "click to customize" link on each side to see the selections you are able to choose from. You will then be able to preview your selections.
Can I save an order and to finish it at a later time?
At this time you can not save an order to finish at a later time. If you leave the customize page prior to adding it to your cart the order will be lost and you will need to start over again.
Can I modify my order?
Once you add the order to your shopping cart you can not modify it. To make any adjustments you will need to remove your order from the cart and start over again. Fortunately you should be able to skip step 2, uploading and cropping your images, and go right into customizing your CooCubes. Any images you previously had saved should still be available to you if you are using the same computer and have not cleared your cache.
Ordering
How long will it take to receive an order?
It will take up to 2 weeks to fulfill your custom CooCube order. Please allow for an additional 2-5 business days to ship to your address if you live within the United States.
How long does it take to deliver an order?
Once an order is fulfilled it will take 2-5 business days to ship to your address if you live within the United States.
Can I order a set and send it as a gift to someone else?
Sure. No problem. Just use your address for the billing section of checkout and use the address of the intended receiver of the gift in the shipping section of checkout.
When am I charged for an order?
You are charged once you click the submit button.
What credit cards are accepted?
CooCube will accept major credit cards including Visa, MasterCard, American Express, and Discover. PayPal does the credit card processing.
Can I pay with cash or check?
No. Sorry.
How secure is my payment?
Security is very important to us at CooCube and we use the most up-to-date security for our payment pages managed by PayPal.
Having a Gift Certificate/ Promotional Code Complication?
Make sure you are entering the code without any spaces or dashes. If you still are having trouble contact us via email.
Account/Order Status Information
What info do I need to share?
In order to create an account, you will need to create a password and username and share your name and address. When it is time to check out, you will be required to supply a credit card, the CCV number, shipping and billing address, name on the card and any other necessary information required to complete an online transaction.
What if I forget my password?
We will send a new password to the email address stored in your CooCube account.
 
Can I view my order?
Yes. To view an existing order, please log into your CooCube account and review your Order History.
What is my order status?

You can view your order status by logging into your CooCube account, reviewing your Order History and clicking on your order.

3 Stages of an Order Status

Pending: We have received your order and are in the process of manufacturing it.
Processed: Your order is in the creation phase or is awaiting shipment.
Shipped: We have queued your order for shipment.

Turnaround Estimates
It will take up to 2 weeks to fulfill your custom CooCube order. Please allow for an additional 2-5 business days to ship to your address if you live within the United States.
Shipping
What are my shipping options?
Currently we are using the USPS to ship all our CooCube orders. For orders of 3 CooCubes you can choose first-class or priority mail. During check out, choose the shipping option that works best for you. All other orders only ship priority mail.
How can I track my order?
A confirmation email will be sent to you including any tracking information through USPS.
How can I tell my order went through?
A confirmation page will appear after you submit your order notifying you that CooCube received payment on that order. A confirmation letter will be sent to your email for your records.
What do I do if my order hasn't shown up in the specified time?
First check the tracking number on your shipment to find out where it is. Allow for any possible delay in shipping and if it has still not yet arrived, contact us via email.
Returns, Exchanges, and Warranty
My order isn't what I expected. What do I do?
Your satisfaction is our top priority. If you're not absolutely satisfied with your purchase, we would love to hear from you. Please contact us via email within 5 days of receiving your CooCube order.
My order arrived and it is damaged. What do I do?
We are sorry for the inconvenience. In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) in an email. In many cases, action (in the form of replacement, refund or account credit) can be taken as soon as substantiation of the claim has been provided by the customer.

If the damage / defect cannot be verified over the phone or via email contact, the item may be required to return to CooCube for inspection before a determination can be made as to the state of the product.

You must make this request within 5 days of receiving the shipment.

How do I cancel or Modify an Existing Order?
Once an order has been finalized through the checkout process, the products themselves cannot be modified. Because of the personalized nature of the product, all orders are final once you submit the order.
Can I get a refund?
Pleasecontact us via email if you are not happy with your CooCube order. Once we know what the problem is, we'll let you know how we can help. Refunds are only issued for products that have a defect. See Limited Warranty.
Limited Warranty
The CooCube warranty applies to merchandise that is less than 30 days old from date of purchase. CooCube's sole obligation shall be, at CooCube's sole discretion, to replace the product. CooCube warrants its cubes from defective materials and workmanship. All items sent to CooCube past the 30 day date of purchase will be evaluated on a case by case basis. If a product is not deemed defective, it will be returned to the customer. Returns take 1-3 weeks to process.
Not Answered Here?
Contact us via email. We will get back to you within 24 hours.
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