FAQs

  • Pre-orders
    Pre-orders are offered on some selected products before they go on sale. This allows customers to reserve their desired products in advance, ensuring that they will be among the first to receive them when they are released. Pre-orders are especially popular for highly anticipated products.

  • Does it support pfSense, OPNsense?
    Yes, the latest 2.7.0 CE community edition adds support for Intel i226-V NICs. Users can now install pfSense directly. Of course, R2 also supports many other systems, including Windows, Ubuntu, CentOS, Proxmox, VMware ESXi, OPNsense, and OpenWRT.
  • How long is the warranty period?
    One-year hardware warranty is available, starting from the date of receipt.

  • How can I Request a Warranty replacement or repair?
    During the warranty period, please reach out to our customer service at ikoolcore@gmail.com with your order number and specific inquiries. Kindly provide a detailed description of the issues you've encountered.

  • What’s the process for canceling, returning, or requesting a refund?

    Kindly contact our customer service at service@ikoolcore.com, providing your order number and reason for the return. Ensure that you package the product securely.

    When returning an item, it must be in the same condition as when received, and you should include the following items in the same condition as received:

    • All original packaging, including boxes, bags, and tags
    • Accessories such as cords and remotes
    • Certificates, manuals, and warranty cards
    • Any 'Free gifts' or bonus items
    • All components included in a bundle
  • 14-Days No Condition Returns
    If you are not satisfied with your purchase and the product is still in brand-new condition, we can arrange a partial refund which will include the item price minus shipping costs. You will be responsible for paying the shipping costs and customs duty for returning your item.
    If it is plastic sealed when you get it, it should remain plastic sealed.
    Please contact us within 14 days of receiving your order for a return authorization. (confirmed by shipping tracking history)
  • Buyer's assistance program.
    We are always seeking to help of our customers, If there is any product that is not available on our website, please do not hesitate to contact us at ikoolcore@gmail.com and our team will help acquire it for you from the best local retail stores at the best prices. All our products are 100% authentic and covered by a genuine warranty. 

  • If my package has not been delivered after more than 30 days of shipping, how should I proceed?
    First of all, we sincerely apologize for any inconvenience you may have experienced due to the prolonged delay in the delivery of your package, exceeding 30 days. Please rest assured that we are committed to assisting you in investigating the current status of your shipment. In the event of a delivery delay, you have a couple of options at your disposal.
    If you have purchased Seel's package delay delivery compensation or insurance at the time of your order, you can directly seek compensation or reimbursement for delayed shipping through our website. However, if you did not opt for Seel's Green Shipping Protection, you can reach out to us through the contact form on our website or by sending an email to service@ikoolcore.com. We will promptly assist you in investigating and addressing the delay in the delivery of your package.

  • What should I do if my package is lost?
    For handling package loss, you can refer to the detailed instructions provided on the "Package Loss" page.