Already placed your order? Great news — your dual-function climate control upgrade is on its way. Below you'll find everything you need to know about tracking your shipment, setting up the device, optimizing performance for your climate, and getting help if anything seems off.
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SECTION 1 — HOW TO TRACK YOUR ORDER
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How Do I Track My EpiCooler Order?
─── Method 1 — Check Your Order Confirmation Email ───
After placing your order, you should have received an automated confirmation email. This email contains:
✅ Your unique order number
✅ Order summary (quantity, bundle details, total)
✅ Estimated delivery window
✅ Shipping address confirmation
A second email is sent once your order ships, with tracking number and carrier link. Tracking becomes available 1-3 business days after shipment.
💡 Tip: Check spam, promotions, or junk folder if you can't find emails.
─── Method 2 — Email Customer Support ───
📧 support@get-epicooler.com
Include:
- Your full name (as used on the order)
- Email address used at checkout
- Approximate date of purchase
- Order number (if available)
Response within 24–48 business hours.
─── Method 3 — Call Phone Support ───
📞 +1 (302) 207-3829
Phone Hours: Monday – Friday, 9:00 AM – 6:00 PM EST
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SECTION 2 — SHIPPING TIMELINE
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How Long Does EpiCooler Shipping Take?
📋 Order Processing: 1 – 3 Business Days
After you place your order, the fulfillment team processes your purchase. Weekends and US holidays don't count.
🚚 International Shipping (From China): 5 – 12 Business Days
EpiCooler ships from China to USA. Standard international delivery typically takes 5-12 business days after dispatch.
📦 Total Estimated Delivery: 6 – 15 Business Days
Most orders arrive within 6–15 business days from the order date.
📍 Free US Shipping on All Orders.
⚠️ Import Considerations:
Import fees and applicable taxes are not included in product price and may be buyer's responsibility (depending on order value and customs regulations). EpiCooler ships to USA, Canada, UK, New Zealand, and European countries.
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SECTION 3 — UNDERSTANDING TRACKING STATUS
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What Do Tracking Status Messages Mean?
📋 "Label Created" / "Pre-Shipment"
Label generated but not yet picked up by carrier. Updates within 24–48 hours.
🚚 "In Transit" / "International Transit"
Package moving through international carrier network from China.
🛫 "International Departure" / "Arrived USA"
Package has cleared origin country customs and arrived in US distribution.
🚚 "Out for Delivery"
Package on local US delivery truck.
📍 "Delivered"
Package delivered. Check front door, porch, mailbox, safe drop-off.
⚠️ "Customs Hold" / "Exception"
Possible customs review (international shipping). Usually resolves within 3-7 days. Contact support if held over 10 days.
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SECTION 4 — COMMON ORDER ISSUES
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What If There's a Problem With My Order?
❓ Tracking hasn't updated in 5+ days?
Contact support@get-epicooler.com with order number. International shipping sometimes has delayed updates between transit milestones.
❓ Package says "Delivered" but I can't find it?
Check with neighbors, around porch, side gates, mailbox compartments. If still missing after 24 hours, contact us for replacement.
❓ My EpiCooler arrived damaged?
Take clear photos of damaged packaging AND product. Email support@get-epicooler.com within 7 days. Replacement at no cost.
❓ Received wrong quantity?
Send photos with order number. We'll correct your order.
❓ Need to change shipping address?
Contact us immediately by phone. Possible only before order ships from China.
❓ Want to cancel?
Contact us immediately. Possible only before order ships from China.
❓ Green indicator light not illuminating?
Try different outlet. Verify outlet has power. If still not working, contact customer service for replacement.
❓ Touchscreen not responsive?
Try unplugging for 30 seconds, then plugging back in. Verify standard 110V outlet. Contact support if issue persists.
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SECTION 5 — AFTER YOUR EPICOOLER ARRIVES (8-STEP SETUP)
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What's Next After My EpiCooler Arrives?
1️⃣ Unbox Carefully
Keep the box for potential return under the 30-day guarantee. Inspect contents:
- EpiCooler unit
- Remote control
- User manual
- Power cord (attached or included)
2️⃣ Verify Components
Check all items present and undamaged. Look for any shipping damage to housing, control panel, or grille.
3️⃣ Choose Optimal Room
For best performance, choose a room:
- Under 400 sq ft (optimal)
- With closed doors and windows
- Away from direct sunlight (for cooling use)
- With nearby standard 110V outlet
- Where you spend most of your time
4️⃣ Place EpiCooler Strategically
🏠 Best Placement (HVAC Technician Verified):
- Center of room (4-6 feet from any wall)
- Floor level for cooling (cold air falls naturally)
- Elevated position for heating (warm air rises) — optional
- Away from electronics (TV, computer) to avoid airflow disruption
- Near where you spend time (bed, desk, couch)
5️⃣ Connect Power
Plug directly into wall outlet. Avoid extension cords (fire safety + reduced performance).
🎯 Power Verification:
- Green indicator light: Normal operation ✅
- No light: Try different outlet
- Different color/flashing: Contact support
6️⃣ Configure Settings
📱 Initial Setup:
- Power on via touchscreen or remote
- Select function: COOL or HEAT
- Select mode: Low, Medium, High, Turbo, Eco, or Sleep
- Set target temperature (16°C-45°C / 61°F-113°F)
- Activate timer if desired
7️⃣ Prepare Room for Maximum Effect
✅ For Cooling:
- Close all doors
- Close all windows
- Draw blinds/curtains (block solar heat)
- Close central HVAC vents in room (don't fight existing system)
- Block large openings with curtains if possible
✅ For Heating:
- Same closure techniques
- Open blinds to allow free solar warming
- Block drafts around doors/windows
8️⃣ Set Realistic Performance Expectations
🎯 What to Expect (Climate-Specific):
Dry/Desert Climates (Phoenix, Vegas):
- Cooling: 12-15°F room reduction within 30 minutes ✅
- Heating: 10-15°F room warming within 30 minutes ✅
Moderate Climates (Boston, Minneapolis, Chicago):
- Cooling: 8-12°F reduction within 30 minutes ✅
- Heating: 10-15°F warming within 30 minutes ✅
Humid Southeast (Charleston, Atlanta):
- Cooling: 5-8°F reduction within 30-45 minutes ⚠️
- Heating: 10-15°F warming within 30 minutes ✅
Extreme Humidity (Houston, Miami, Gulf Coast):
- Cooling: 3-6°F reduction within 45-60 minutes ⚠️
- Heating: 10-15°F warming within 30 minutes ✅
- Consider: Compressor portable AC may be better for cooling
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SECTION 6 — CLIMATE-SPECIFIC OPTIMIZATION TIPS
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Pro Tips for YOUR Climate
🎯 From a NATE-Certified HVAC Technician:
🏜️ Dry Climate Optimization (Phoenix, Las Vegas, Denver):
- EpiCooler performs at peak in dry heat
- Use Turbo mode initially (20 min), switch to Medium/High for sustained cooling
- Combine with ceiling fan for enhanced air circulation
- Best results in early morning/evening (low ambient temperature)
🏔️ Moderate Climate Optimization (Boston, Minneapolis, Chicago):
- Both cooling and heating work well
- Use Sleep mode for nighttime quiet operation
- Eco mode for daytime work-from-home cost savings
- Seasonal flexibility: Cooling June-Sept, Heating Oct-May
🌊 Coastal Humid Optimization (Charleston, Mid-Atlantic):
- Add dehumidifier if humidity over 75% (combo approach)
- Run continuously on Medium/High during peak hot hours
- Close rooms completely for maximum effect
- Lower expectations: 5-8°F reduction realistic
🌴 Extreme Humidity Climates (Houston, Miami, Gulf Coast):
- Consider compressor portable AC instead for primary cooling
- EpiCooler still useful as supplemental cooling for small bedrooms
- Heating function still works great for occasional cold snaps
- Manage expectations: 3-6°F reduction realistic
❄️ Cold Climate Heating Use (Minneapolis Winters):
- PTC ceramic heating works as well as dedicated space heaters
- Use Turbo for initial warmup, switch to Medium/High sustained
- Sleep mode keeps bedroom warm overnight (45 dB silent)
- Reliable supplemental heat for rooms central HVAC misses
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SECTION 7 — 30-DAY MONEY-BACK GUARANTEE REMINDER
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Need to Return Your Order?
The EpiCooler comes with a 30-Day Money-Back Guarantee + 1-Year Warranty. Contact support@get-epicooler.com within 30 days.
✅ Refunds processed 5-7 business days after product receipt
✅ Simple, professional return process
⚠️ Important Notes:
- Customer pays return shipping (international from US to China)
- Product must be unused, in original packaging
- Return authorization required (contact support first)
- Refund covers product cost only
Practical Consideration:
International return shipping can range $30-80+. Factor this into refund decisions. Local alternatives that could be returned same-week may offer better refund value if you're uncertain.
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SECTION 8 — MULTI-UNIT PURCHASES (2-PACK BEST SELLER)
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Setting Up Multiple EpiCooler Units (2-Pack)?
🏠 Common 2-Pack Use Cases:
Master Bedroom + Adjacent Home Office:
- Unit 1: Master bedroom (Sleep mode overnight)
- Unit 2: Home office (Eco mode during work)
- Perfect work-from-home setup
Living Room + Bedroom:
- Unit 1: Bedroom (overnight comfort)
- Unit 2: Living room (daytime comfort)
- Year-round household coverage
Studio Apartment Single Space (480-549 sq ft):
- Unit 1: Near bed area
- Unit 2: Near kitchen/living area
- Combined coverage for open-concept studios
Multiple Cool Rooms in Older Home:
- Unit 1: Upstairs bedroom (where central AC doesn't reach)
- Unit 2: Sun room or finished basement
- Supplemental climate where central HVAC fails
📐 Multi-Unit Setup Tips:
✅ Place Units in Different Rooms (Not Same Room):
- Maximum coverage per location
- Different units handle different climate needs
- Easier movement throughout day
✅ Match Mode to Use Case:
- Daytime work room: Eco mode
- Overnight bedroom: Sleep mode
- High-use entertainment room: Medium mode
✅ Avoid Same-Room Overlap:
- Multiple units in same room provide diminishing returns
- Better to spread coverage across multiple spaces
✅ Consider Movement Patterns:
- Move units between rooms based on time of day
- Move from home office to bedroom at end of workday
- Single unit can serve multiple purposes if you're willing to move it