shipping & returns

returns policy

Returns are accepted if returned within 30 days for a prompt and courteous exchange or refund. To be eligible for a return, vests must be unworn, unwashed and in like-new resellable condition. If the ThermoPaks have been hydrated you will be charged according to size and will not be accepted as a return. Postage and handling charges are not refundable. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

We ask that if you do not have the original packaging, return your merchandise by packing it in an appropriately-sized box for shipping. Boxes are available for purchase at any UPS store.

Please ship returns to: StaCool Industries, Inc. 3215 N. Pinelake Village Point Lecanto, FL 34461

You should expect to receive your refund within a few weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

To process your return you can also send an e-mail to sylvia@stacoolvest.com.

Please include the following information within your email:

- Indicate which items you intend to return or exchange.

- Include either your name and shipping address or the original order number.

When we receive your return request, we will contact you if there are any questions.

Damages and issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on worn, hydrated, or used items, sale items or gift cards.

shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. Please contact us via email to inquire if your country is one we provide delivery to.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Shipments are made from ZIP Code 34461. Click here to generate map showing UPS transit days from 34461 >>.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. Contact Us with any questions about transit time to your location before you place your order.

If your preferred shipping carrier option is not available at checkout (for example, you would like your products to ship via FedEx), please contact us at 1-866-STA-COOL(782-2665) to complete your order. This will ensure your order is processed & fulfilled with your carrier of choice.

If you would like to ship an order outside the United States we will be happy to arrange it. Orders to be shipped internationally may not be placed via our online store due to address limitations and/or import/export regulations in certain countries. We may require certain countries be subject to verification by the resident U.S. Embassy in that country. NOTE: We ship to the U.S. military anywhere in the world and give it highest priority. If you are placing an order outside the United States & are unable to complete your order due to possible restrictions listed above, please call us at +1-352-513-2061 or email us at sylvia@stacoolvest.com and we would be more than happy to assist you in completing your order.