My Cooling Store Frequently Asked Questions
2. What are My Cooling Store's Business Hours?.
3. How do I change or cancel my order?
5. Will I receive a full refund for my return?
6. Will I receive my shipping costs back?
7. I received my item(s) but it (they) were damaged or broken upon arrival, what do I do?
8. Does My Cooling Store provide free return shipping labels?
9. What are the instructions for returns?
10. How do I know what size to order?
11. How much does shipping cost?
12. I need my order ASAP, can I expedite my order?
13. Does My Cooling Store ship internationally?
14. Why is shipping to Canada so expensive?
15. Does My Cooling Store ship to APO addresses?
16. Where does My Cooling Store ship from?
17. What are typical shipping times?
18. I did not receive an order/shipment confirmation email?
20. How long will it take to receive my refund?
1. What is My Cooling Store?
My Cooling Store is one of the largest retailers of cooling products, cooling towels, cooling vests, and all types of cooling products. We are a family owned and operated business that prides itself on great customer service and offering quality products. My Cooling Store was established by two cousins who just wanted to be cool! Since then, My Cooling Store as added key team members to help grow the business.
2. What are My Cooling Store's Business Hours?
Our store hours are 10am-6pm EST Monday-Friday. We do have special extended holiday hours. We work a lot so call us anytime and we will answer or you can leave a message!
3. How do I change or cancel my order?
If you recently placed an order and realize you made a mistake or need to cancel the order, please give us a call immediately at 888-406-1984 or e-mail us at support@mycoolingstore.com. If your order has not shipped yet, we will change it for you. Order cancellations will be receive full refunds unless already processed and/or shipped.
4. What is the return policy?
We hope that every purchase from My Cooling Store satisfies your needs, but in the event that you want to make a return we are happy to offer a 30 Day Return Policy.
- Items in original condition past the return window (30 days after delivery) will receive a refund of 80% of the items price.
- Items that are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to an error of My Cooling Store will receive a refund of up to 50% of the items price.
5. Will I receive a full refund for my return?
To receive a full refund, product must be returned in new and unused condition within the 30 Day Return Period. All original parts, paperwork, packaging and accessories must be returned to ensure full credit.
6. Will I receive my shipping costs back?
Please note that shipping charges will not be refunded.
7. I received my item(s) but it (they) were damaged or broken upon arrival, what do I do?
Please contact a customer service representative within 5 business days if your product was damaged upon receipt.
8. Does My Cooling Store provide return shipping labels?
We will now be offering pre-paid return labels for a flat rate of $9.99 for most items. Labels can be e-mailed directly to you for easy returns. Please call and ask representative for details to see if you are eligible.
9. What are the instructions for returns and/or exchanges?
There are two options for returns/exchanges.
1. Option 1
- Place a new order for desired product. NOTE: Must send original packaging, parts and paperwork. Then ship back the "unwanted item". We will credit you back when we receive "unwanted item". This is quickest way to get new items. Please allow 6-8 business days for credit (12-14 business days during holiday season)
2. Option 2
- Send back "unwanted item". NOTE: Must send original packaging, parts and paperwork. Please include instructions of what is wrong and what is needed to be done. When we receive items, we will send out new items or issue appropriate refund. Please allow 6-8 business days for credit/exchange (12-14 business days during holiday season)
Please send returns and exchanges to:
JustBrand Limited - My Cooling Store
Attn: Returns/Exchanges
3791 Main St
Philadelphia, PA 19127
10. How do I know what size to order?
We have provided sizing charts on each product page to make it super easy for you get the correct size. If you need additional product info, please let us know and we will get you more information. Remember, you can always send something back for an exchange if it doesn't fit properly.
11. How much does shipping cost?
We offer free shipping on order over $49. We also offer $5 Flat Rate Fast Standard Shipping on all smaller orders shipping within the United States! Your order will typically ship within 2-3 business days of purchase from our warehouse in Philadelphia, PA, or one of our partner warehouses throughout the country! Please allow appropriate time for delivery from the time of shipping. Estimated delivery times range from a few days to 2 weeks depending on your delivery address.
$9.95 Expedited Priority Shipping is available when you need to get your order faster. These orders ship via Postal Priority Service and typically take under 1 week to receive. Please keep in mind that orders often ship from the east coast and please allow appropriate time for delivery.
12. I need my order ASAP, can I expedite my order?
If your purchase is very time-sensitive, we suggest selecting a UPS delivery shipping method at time of checkout. Next Day Air, 2nd Day Shipping , 3 Day Shipping, and UPS Ground are available to speed up your delivery - UPS Rates Apply. These options are available during checkout. Please note these services are counted in business days and that weekends are not counted.
13. Does My Cooling Store ship internationally?
Canada, Eh? Oh yeah… we do ship to Canada. $25 bucks gets you whatever you please (unless otherwise noted on the item page). We do not ship anywhere overseas at this time unless shipping is provided and agreed upon before purchase.
14. Why is shipping to Canada so expensive?
The average cost to Canada is $25-$40 so we figured $25 flat rate was fair and we will cover the rest. We won’t want to leave our nice northern neighbors out from staying cool! Customers are responsible for all taxes and duties.
15. Does My Cooling Store ship to APO addresses?
We do! We are very proud and excited to ship to our military family! During checkout you will see APO/Military shipping option. Standard rates apply.
16. Where does My Cooling Store ship from?
We are located on Main St Manayunk (Philadelphia), which is one of the most unique, fun, energetic locations in Philadelphia.
Our corporate warehouse is located:
JustBrand Limited - My Cooling Store
3791 Main St
Philadelphia, PA 19127
17. What are the typical shipping times?
When products are in stock, items are usually shipped within 1 business day. Please allow additional time for delivery during holiday season. Business days are Monday-Friday; Holidays, Saturday and Sunday are not included as shipping days. Please note orders after 1pm will need an additional day on the shipping timeline.
18. I did not receive an order/shipment confirmation email?
If you order went through properly, you will receive a confirmation e-mail within 15 minutes of your order. If you did not receive the e-mail, please contact us and we will resend the confirmation.
You will receive an additional e-mail when your order ships and it will provide you will the tracking information.
19. My order says “shipped” and I have received a shipping confirmation with a tracking number, but I still can't track it. How can I find out where it is?
Please contact us and we will update you on the tracking information. We are in touch with USPS, FedEx, and UPS everyday so we can get the status for you immediately.
20. How long will it take to receive my refund?
Please allow 5-7 Business Days for refunds or exchanges to be processed. If you have a return tracking number, please forward it to us and we can expedite the process. During the Holiday Season please allow 10-14 Days for refunds or exchanges.
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