Refund policy

We want you happy with your FROSTY. If it is not right for you, here is how returns work.
30-Day Returns. You have 30 days from delivery to request a return. To qualify, the pack must be unused, in its original condition, and you will need your order number.
How to start a return. Email coolerbackpacks@gmail.com with your order number and the reason for return. We will reply with return instructions within 2 business days. Items sent back without an approved return request cannot be accepted.
Refunds. Once we receive and inspect your return, we will notify you and, if approved, refund your original payment method within 10 business days. Your bank or card issuer may need additional time to post the refund. If more than 15 business days have passed since approval, contact us at coolerbackpacks@gmail.com.
Return shipping. Customers are responsible for return shipping costs unless the item arrived damaged or defective. If your FROSTY arrives damaged or defective, contact us right away and we will make it right at no cost to you.
Damaged or wrong items. Inspect your order on arrival. If the item is defective, damaged, or not what you ordered, email us immediately so we can resolve it.
Warranty claims are separate. Leaks or defects that show up after the 30-day window are handled under our Limited Lifetime Warranty, not the return policy. See the Warranty page for details.