FAQs

Orders may be canceled within 12 hours of being placed, provided they have not yet been processed or shipped. If you wish to cancel your order during this time, please contact us at [email protected] with your request.

Once the 12-hour period has passed or the order has entered the processing stage, we are unable to cancel it, as the preparation and fulfillment process will already be underway.

If you decide you no longer want the item after delivery, refer to our Return Policy for instructions on returning the product. 

Lost Packages
At CoolMate, we aim to ensure that every order arrives safely and in excellent condition. If your package is lost during transit, please contact our customer support team at [email protected] and provide your order number along with any relevant details so we can investigate the issue and assist you.

Damaged Packages
We understand that receiving a damaged package can be frustrating. If your order arrives damaged, please notify our support team within 5 days of delivery by contacting [email protected] and including clear photos of the damaged item and its packaging.

Once we review the information provided, we will determine the best course of action, which may include sending a replacement or issuing a refund. 

After your order has been successfully processed, you will receive a confirmation email containing your order details and tracking number.

Please note that tracking updates may not appear immediately. In most cases, it can take up to 48 hours for the shipping carrier to activate the tracking information. If updates are not visible right away, we recommend checking again later. 

Our standard delivery timeframe within the United States is approximately 8–12 business days.

Shipping fees are calculated at checkout and displayed before completing your purchase. Delivery times may vary depending on your location and seasonal factors.

Currently, we only ship within the United States, though we are working toward offering international shipping in the future.

If you have any questions regarding shipping, please contact [email protected].

Returns
To begin a return request, please contact our customer support team at [email protected] and include your order number along with details about the item you wish to return.

Please note that return labels and return slips are not provided. Customers are responsible for covering the cost of return shipping as outlined in our Return Policy.

Refund Process
Once the returned item is received, it will be inspected to ensure it complies with the conditions stated in our Return Policy. If the return is approved, the refund will be issued to the original payment method used for the purchase.

Non-Returnable Items
Certain products cannot be returned due to hygiene reasons, final sale status, or other specific conditions. These items are clearly identified on the respective product pages.

We offer refunds and exchanges within 14 days of delivery.

To qualify, items must be returned unused and in their original condition, including all tags and packaging. Please note that sale items and refurbished products are not eligible for refunds or exchanges.

For assistance with returns or exchanges, please contact [email protected]. Once the returned item has been received and approved, refunds will be processed within 7 days using the original payment method.