FREQUENTLY ASKED QUESTIONS
FREQUENTLY ASKED QUESTIONS
Q: What is CoolMarket?
CoolMarket is an online marketplace that allows sellers to upload products and buyers to purchase those products quickly, easily and securely.
Q: Where is CoolMarket located?
CoolMarket is an online marketplace operating from Ocho Rios, Jamaica, however, our sellers are dispersed island-wide.
Q: How secure is shopping with CoolMarket?
We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers*), the industry encryption standard for online purchases. All your personal information, including your credit card number, is encrypted by SSL while you are placing your order so you are always protected.
SSL encrypts your credit card information to avoid the decoding of that information by unauthorized persons. To check the security of your connection, look at the URL address bar of your browser window when you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active. When accessing a secure server, the first characters of the site address will change from "http" to "https".
We ensure that every transaction you make at CoolMarket is 100% safe. This means that you pay nothing if unauthorized charges are made to your card as a result of shopping at CoolMarket.
Q: What products are sold on CoolMarket, new or used?
Most products sold on CoolMarket are new, however, we recently added used products. These items, however, are flagged as “used” so our customers can know upfront exactly what they are buying.
Q: Can I buy or sell on CoolMarket without creating an account?
All sellers and buyers are required to register to use our services. Once you have created an account, just use your login (your email address) and password next time you engage with us. All your personal information will be retrieved from your account automatically.
Q: How do I register to use your services?
Click on the tab, “create an account” located on the top right-hand corner of the screen and enter your details. If you forget to do this at the beginning, no worries, you will be prompted to register at checkout.
Q: Who can buy on CoolMarket?
Anyone can buy on CoolMarket as long as they are at least 18 years old and have access to the Internet.
Q: Who can sell on CoolMarket?
Any retailer that is registered with the Government of Jamaica and can provide business TRN and proof that he owns his products.
Q: What if I have products to sell but I don’t have a retail store?
There is no need for a physical store, as long as your business is registered with the Government of Jamaica you can become a CoolMarket seller.
Q: Do I pay to sell on CoolMarket?
This is the best part; you don’t pay to buy or sell on CoolMarket. CoolMarket only receives a small commission after a sale is made.
Q: What is URL in seller registration?
This is the name of your business; no space should be entered when writing the business’ name.
Q: I have registered on CoolMarket but cannot log in. Why?
One of the possible problems is that your account is not verified. An email with verification link should have been sent to your registered email address, please click on the verification link to activate your account. If no email was received or you are still experiencing difficulties after verification, please contact us at [email protected] for technical assistance.
Q: I have a user account with CoolMarket but forgot my password, what should I do?
This is an easy one. Just click “Sign in” from the top of the CoolMarket page, then click on the Forgot password link. You will be prompted to enter your email address (it must be the same email address you registered with CoolMarket). The password will be sent automatically to the registered email address.
Q: How do I reset my password?
To reset your password on CoolMarket:
1. Click “Sign in”
2. Click “Forgot your password”
3. Enter email
4. Enter Captcha code
A link will be sent to the email you provided when you signed up for you to reset your password.
Q: Can I use my tablet or smartphone to browse and shop?
Absolutely! You may use a tablet, desktop, laptop, smartphone – any electronic device that allows you to browse the Internet.
Q: How do I pay for my purchases?
Q: What is CPay?
This payment method is unique to CoolMarket; it allows customers to create an account on the website then add funds at either Scotiabank, Paymaster or select Cool Oasis Gas stations.
Q: What is Cool Financing?
Cool Financing allows a customer to finance his purchase. The customer then makes small manageable repayments based on pay cycle. The preferred repayment method is standing order but we also facilitate standing orders.
Q: How long does it take for my order to be processed?
All orders are processed within 24 hours of receipt. If an item is unavailable, we will send a note to let you know when you may expect it.
Q: How long does it take for my purchase to be delivered?
We deliver within 2 business days. However, items that are being shipped from multiple vendors, as well as groceries, pet supplies, books, and stationery items, may take an extra day.
Q: Where do you deliver?
CoolMarket offers delivery to all 14 parishes in Jamaica. We are unable to deliver to PO boxes.
Q: What if I am not home during working hours, will you deliver to my workplace?
Yes, just fill in the address of your workplace in your shipping details at checkout and we will do the rest.
Q: Can I return an item after it is delivered to me?
Yes, you may. However, some terms and conditions may apply. Please review our Refunds Policy. If you still need more assistance, please contact us.
Q: Do you export products abroad?
CoolMarket does not export products overseas at this time.
Q: I can't find a particular product/item I want from CoolMarket, what can I do?
Enter the name of the product/item in the search bar located at the top of the product page and press the enter key. If you are still unable to find it, kindly contact us at [email protected] and an Agent will gladly source it for you, if possible.
Q: I have a user account with CoolMarket, how do I change my personal info and shipping address?
Go to My Account page, login and you can modify your account details there.
Q: I have received a few emails from CoolMarket; what are Orders Received, Orders Processed and Payment Receipt?
Order Received: This email informs you that CoolMarket has received your order and will process it as soon as possible.
Order Processed: This email confirms CoolMarket has processed your order.
Order Shipped: This email confirms that CoolMarket has dispatched the order to your shipping address.
Q: How do I use my rewards points?
When you accumulate 250 or more points, at checkout, you will be asked if you would like to apply reward points to payment. After you click "Checkout" you will be prompted to select your payment method; this is done by clicking on the circle beside the one that is most convenient for you. After this is done, just below, is the option to either "Apply Discount Code" or "Apply Reward Points" by clicking on the dropdown.
Q: How do I know CoolMarket’s latest news and promotions?
Just subscribe to our newsletter to get the latest updates about our New Arrivals, Best Seller Products, and Special Deals.
Q: How can I unsubscribe from the newsletter mailing list?
You can unsubscribe by simply clicking on the “Unsubscribe” link at the bottom of the email. If you are still receiving emails, please drop us a note [email protected] with the message title Unsubscribe and we will remove your email from the mailing list.
COOLMARKET WARRANTY FAQ’s
Q: What is CoolMarket’s Extended Warranty?
Extended warranty offers shoppers peace of mind, by extending the life of their purchase. Extended warranty entitles you to a replacement or refund for a major failure or manufacturer’s defect.
Q: How does CoolMarket’s Extended Warranty work?
Select from two warranty options based on the value of your item. Add the warranty product to your shopping cart, checkout, and pay.
Q: Does the warranty include used or refurbished items?
Extended warranty is only available for new items.
Q: How long is the extended warranty period?
A product may be covered for up to 15 months under extended warranty.
Q: What type of products are covered under extended warranty?
Major appliances, laptops, and computers.
Q: What is considered a misuse of an item?
Any function that is outside of the manufacturer’s specifications will be considered a misuse of the product.
Q: Can I access extended warranty on a replacement product?
Yes, the replacement product is treated as a new product and will, therefore, be eligible for extended warranty.
Q: Is extended warranty transferable?
No, you can only access extended warranty on the item for which it was purchased.
Q: What is not covered under extended warranty?
Cellphones, Tablets, Furniture, Groceries, and Perishables are not covered under extended warranty.