FAQs

Q: CAN I CHANGE MY SHIPPING ADDRESS?
A: If you need to make an address change, please email us through our contact page within 30 minutes of the order being placed. We will try our best to change the shipping address, but we can’t make any guarantees. However, once a label has been generated - we cannot change the shipping address.

Please double-check the shipping address and confirm any unit/apartment numbers or special instructions before completing the order. An extra delivery fee will be applied if missed due to the receiver's issue.

Q: MY ORDER SEEMS LOST, WHAT DO I DO?
A: Please note that we are not responsible for any lost or missing packages, but if you believe your package is lost, please email us at thecoolestbrand@gmail.com, and we will launch an investigation with the respective carrier.

We do not offer refunds for lost packages. Our team will provide a solution to find your package, or if it is deemed missing - we will offer a replacement package after the carrier investigation is complete. Please note that these investigations, when opened, can take up to 14 business days to be rectified.

Q: MY TRACKING IS SHOWING DELIVERED, BUT I DIDN’T GET MY ORDER
A: If the shipping address is to a building, UPS/FedEx/Purolator may either deliver the package to a security guard or concierge desk or if you have a parcel locker in the mail room, it may be left here.

Community Mailbox: If you typically receive mail at a community mailbox, you’ll most likely receive a key in your mailbox to a larger parcel locker. Please check with neighbours or anyone in your household who may have accepted the package on your behalf.

If the package is deemed delivered but is not found, we can open an investigation with the carrier. Please note we do not offer refunds for packages deemed delivered via tracking. In approved scenarios, our support team may offer store credit for the value of the order once the investigation with the carrier is complete.


Q: HOW LONG WILL TAKE TO GET MY ORDER?
A: It depends on where you are located, please check your order confirmation. Delivery details and estimated delivery schedules will be provided in your confirmation email. Please note that once a package leaves our warehouse and is in the hands of the carrier, we cannot control delays, weather, interruptions, etc. Your tracking number will be able to provide the current update on your package.


Q: ARE THERE ANY CUSTOMS OR DUTIES FOR INTERNATIONAL ORDERS?
A: We’re not responsible for any customs or duties on international orders levied by your country on imported goods. The prices reflected on our website & store do not include or reflect customs and duties. We are unable to provide estimates on customs or duties charges as they vary for each country. 

Q: MY ORDER WAS RETURNED TO  HANDSOME CREATURE•S WHY, WHAT HAPPENED?
A: If your order was returned to us due to an incomplete address, a member of our team will attempt to contact you for an updated address, or you can contact our support team at thecoolestbrand@gmail.com
An extra delivery fee will be applied if missed due to the receiver's issue.

Q: I CHANGED MY MIND & I WOULD LIKE TO RETURN MY ORDER. HOW TO PROCEED?
A: Returns are permitted within 7 days of receiving your shipment. If there are no damages to the product and its original packaging remains intact, we will do our best to fulfill your request. 
Please note: to start a return process, all labels must remain intact and the products must not be open.

Upon receipt of your purchase, please ensure that your product is in good condition. If not, please notify us immediately and send photographic proof of the damage as well as the original receipt to thecoolestbrand@gmail.com within 72 hours of receiving your order.

If your return is approved, your refund will be processed and a credit for the product value (minus the transport cost) will be applied to your original method of payment.

Return shipping (of the returned product) is the customer’s responsibility.