Customer ServiceOur USA customer service team are happy to help you choose the right product for your needs.We have dedicated teams to help you, please call the appropriate number below to get the quickest possible help. Wholesale and Retail Customers - (847) 480-1616.
- Our phone hours are from 8:30 A.M. - 4:30 P.M. CST. Monday - Friday (except on major national holidays).
- Voice Mail messages are accepted 24 hours a day, seven days a week. We will call you back within half an hour of receiving your call.
- Please call us at 1-847-480-1616 between 8 a.m. and 4:30 p.m. CST or contact us by Clicking Here.
- Shipping & Delivery
- We ship 90 % of orders the same day. We can normally catch your request for an order change or cancellation.
- We will try our best to cancel your order if you call or email us WITHIN 1 hr after placing your order. In the event, we don’t cancel the order; simply refuse delivery of the items.
- If an order is refused upon delivery the customer is responsible for all shipping charges and a restocking fee of 10%.
- Returns & Replacements
- For unopened and unused products returned in original, sellable condition within 30 days of the date of purchase, we will extend a full refund of the purchase price (excluding shipping charges).
- Send back the other item for a refund. We process refunds within 3 days of receiving the item. We recommend you use a delivery confirmation service.
- DEFECTIVE ITEMS: Please send us an email if you feel an item is defective using the "Contact Us" form. In many cases, defective items do not need to be returned for a refund.
- WRONG SIZE: Please place a new order for the correct size. Send back the other item for a refund. We process refunds within 3 days of receiving the item.
- OUR MISTAKE: In cases where we have shipped you an incorrect product, we will issue a FedEx call tag to have the item picked up. We will re-ship your order at our expense.
Please provide us with your order number, the item(s) you wish to return and the reason for the return. Please make sure to properly package your returns as we are unable to issue credit for damaged merchandise. For approved returns we will issue a credit within 72 hours via the same method of payment used for the order or you may choose to exchange the item for other merchandise. You will be responsible for any shipping charges for the new items.
- Cool Care Technologies is not responsible for rips or tears that were not noticed immediately after the package was opened.
- Within 30 days of use we'll replace a pad with tears or rips for 50% of MSRP with a picture of a damage or rip. The customer pays full shipping and handling.
- If you think the gel in the pad is not working correctly, we have a limited 90 day warranty on the gel with proof of damage.
Avanquest Disrtribution ServicesAttn: Cool Care Technologies - Returns15001 Meridian Parkway Suite ARiverside, CA 92518