Refund policy
We offer a 30-day return policy, which means you may request a return within 30 days after your package has been delivered.
For after-sales issues caused by product quality problems, damaged items, incorrect items, or other objective reasons, please contact us within 7 days after delivery so we can review and assist with your request in a timely manner.
To be eligible for a return, the item must be in the same condition as when you received it: unworn or unused, with tags, and in its original packaging. You will also need to provide your receipt, order number, or proof of purchase.
To start a return request, please contact us at help@itscoolme.com.
Please note that returns will need to be sent to the following address:
Return Address:
30 N Gould St
Sheridan, WY 82801
United States
Items returned without prior approval may not be accepted.
You can always contact us for any return-related questions at help@itscoolme.com.
Order Cancellation
Customers may request to cancel an order within 2 hours after placing the order.
Our usual order processing time is 3–7 business days after payment is confirmed. Processing time may include order verification, production or preparation, quality checking, and packaging. During holidays, peak seasons, or periods of high order volume, processing may take additional time.
If a customer submits a cancellation request before the order has been shipped, and the request is made within the cancellation period stated on our website, the order can be cancelled.
Because we try to process orders as quickly as possible, cancellation requests submitted after the 2-hour cancellation window may not be guaranteed.
Once the order has been shipped, entered production, or moved into the fulfillment process, we may no longer be able to cancel the order.
Return Shipping Fee
If the return is caused by the customer, such as ordering the wrong size, selecting the wrong item, changing their mind, entering incorrect order information, or other personal reasons, the customer will be responsible for the return shipping fee. The specific shipping fee will depend on the express company or shipping carrier selected by the customer.
If the return is due to our reason, such as the item received being damaged, defective, or incorrect, the customer will not be responsible for the return shipping fee.
Damages and Issues
Please inspect your order as soon as it arrives. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately at help@itscoolme.com so that we can evaluate the issue and make it right.
To help us review the issue faster, please include your order number and clear photos of the item and packaging when contacting us.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, including custom products, personalized items, special orders, personal care goods, sale items, discounted items, and gift cards.
Due to the special nature of customized or made-to-order products, once the order has been placed and production has started, we may not be able to change the order information, cancel the order, or issue a refund for customer-related reasons. Please carefully check your size, color, shipping address, and customization details before placing your order.
We also do not accept returns for hazardous materials, flammable liquids, or gases.
Please contact us at help@itscoolme.com if you have questions or concerns about your specific item.
Exchanges
The fastest way to get the item you want is to return the eligible item first. Once the return is accepted and completed, you may place a separate order for the new item.
Refund Method and Refund Timing
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.
If approved, the refund will be issued to your original payment method.
Refunds are usually processed within 3–7 business days after approval. After the refund has been issued, it may take an additional 5–10 business days for the funds to appear in your account, depending on your bank, credit card company, or payment provider.
If more than 15 business days have passed since we approved your refund and you still have not received it, please contact us at help@itscoolme.com.
European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
As stated above, the item must be in the same condition as when you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt, order number, or proof of purchase.
To start a return, please contact us at help@itscoolme.com.