email eroblems

I have not received my serial number after ordering

Please allow for the difference in timezones. We are in Australia and it is typically the next business day before you will receive your receipt and product serial number.

However if you still haven't received emails with your receipt and serial number after one day, refer to the spam filters topic below.

I don't get any response from kooltoolz support

We answer all support emails promptly and you should expect a response within 24 hours. If you have sent us an email and have not received any reply after a day or so, you can assume that we have actually replied to you. 

The message has most likely been blocked at your end, either by your spam filters (individual or corporate) or by your ISP.

spam filters

This issue has become extremely common - the reason for 95% of missing emails is that your spam filters have blocked them.

• Please check your 'spam folder', 'junk e-mail folder', 'trash folder' or 'bulk folder' for any 
  messages from support@kooltoolz.com or sales@kooltoolz.com
  

• If you are using Outlook you can add our email addresses to your 'Safe Senders' list. Also 
  check the 'Options' settings under 'Actions' - 'Junk E-mail'
  

• Some Internet Service Providers (ISP) spam filters may be routing emails from us to 
  'spam folders'. We have experienced this problem with users who have AOL and Hotmail 
  email addresses. Other email addresses may be affected as well
  

• If all else fails, use a different email address to contact us again (e.g. use your personal 
  address rather than your company one) and also include your FAX number.

Remember, if you have sent a follow-up email and still have not received any response there is no point in continuing to send us more messages from the same address. We are almost certainly replying to you, but you are blocking our replies.