Refund policy

Return & Refund Policy

Effective Date: June 14, 2026

We want you to be completely satisfied with your purchase. Please read this policy carefully before placing your order.

30-Day Satisfaction Guarantee

If you are not happy with your purchase for any reason, contact us within 30 days of delivery and we will make it right.

Eligibility

To be eligible for a return or refund, your request must meet the following conditions:

  • Submitted within 30 days of the confirmed delivery date
  • Item must be unused, in its original condition, and in original packaging (where applicable)
  • Proof of purchase (order number) must be provided

The following are not eligible for returns or refunds:

  • Items damaged due to misuse, improper handling, or accidents caused by the customer
  • Items returned without prior authorization
  • Digital products or downloadable content

How to Request a Return or Refund

  1. Email us at support@shopcoolco.com with your order number and reason for the return
  2. Attach a photo if the item arrived damaged or defective
  3. We will respond within 2 business days with instructions

Do not ship anything back without contacting us first. Unauthorized returns cannot be processed.

Resolution Options

Depending on the situation, we will offer one of the following:

Full Refund — Issued to your original payment method within 5–10 business days. Offered for items that arrive damaged, defective, or significantly different from what was described.

Replacement — A new item shipped to you at no additional cost. Offered when the item is defective or lost in transit.

Partial Refund — Offered for minor issues where the item is still functional but does not fully meet expectations.

Store Credit — Available as an alternative to a refund at the customer's request.

Return Shipping

Because our products ship from international fulfillment centers, we do not require customers to return items in most cases. For defective or damaged items, a photo is typically sufficient to process your refund or replacement.

If a physical return is required, we will provide a prepaid return label or reimburse reasonable return shipping costs up to $15 USD.

Damaged or Defective Items

If your item arrives damaged or defective:

  • Take clear photos of the item and packaging
  • Email us within 7 days of delivery
  • We will issue a full refund or send a replacement at no cost to you

Lost or Missing Orders

If your tracking shows delivered but you have not received your package:

  • Wait 3 business days (sometimes carriers scan early)
  • Check with neighbors and your building's mailroom
  • Contact us and we will investigate with the carrier

If confirmed lost, we will reship or refund in full.

Order Cancellations

Orders can be cancelled within 12 hours of placement for a full refund. After 12 hours, the order may already be in processing with our fulfillment partner and cannot be cancelled. In that case, our standard return policy applies once the item is delivered.

Refund Timeline

Refund Type Processing Time
Credit/Debit Card 5–10 business days
PayPal 3–5 business days
Store Credit Instant

Contact Us

For all return and refund inquiries:

Email: support@shopcoolco.com Hours: Monday–Friday, 9am–5pm MST Response Time: Within 2 business days

This policy applies to all orders placed through our Shopify store. We reserve the right to update this policy at any time. Changes will be posted on this page with an updated effective date.