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24/7 TOLL FREE ORDERS: 888-849-0013

Cool-jams Customer Care and FAQ's

Thank you for choosing Cool-jams Sleepwear. At Cool-jams, we work hard to provide our customers with the best possible customer service. See the FAQ's below for answers to commonly asked questions. If you don't find an answer here, please let us know!

24 Hour Toll Free Orders: 888-849-0013

Customer Service Contact Form
Contact Cool-jams about a question or problem

International Orders Customer Service (excluding Canada) Contact : GlobalShopex at customerservice@globalshopex.com, 786-314-7144 or GlobalShopex Customer Service Department

Returns and Exchanges

Ordering Online
Site Security
Phone Orders
Payment Options
Checking Order Status
Order Confirmation
About Gift Certificates

Shipping Charges
Shipping Locations
International Shipping (Worldwide)
Delivery Time
Shipping Methods
Free Shipping Rules

Product Information
Do You Have A Product Idea?
How To Care For Cool-jams.
Size Information
About Our Size Chart

Wholesale Distribution
About Wholesaling Or Becoming An Affiliate For Our Cool-jams Products.
About Becoming An International Distributor.

PJ Giveaway Contest Rules
Official Rules For Our Weekly Pajama Giveaway.

Is your web site secure for online orders?

Using your credit card on Cool-jams.com is guaranteed to be safe and secure. We take extensive steps to process thousands of internet transactions securely and safely. Our secure server software (SSL) is the industry standard for securing credit card transactions over the Internet. This software encrypts all your personal information into an unrecognizable code that is securely transmitted from you to us. When this encrypted information reaches our secure server, we translate it back to its original form and store it safely offline and inaccessible through the internet. To continue our commitment to your security, every credit card processed is run through an address verification process to verify that the card is registered to the billing address on the order. We are dedicated to providing a secure, worry-free shopping experience. Read our Privacy & Security policy. [top]

Can I order over the phone?

Yes we will take orders over the phone via our 24/7 toll-free order line. Please contact Cool-jams at 888-849-0013 [top]

Payment Options:

We accept American Express,  Visa, Mastercard, Discover and Paypal as forms of payment. It is our policy to not charge your card until we confirm that your order has shipped. We do, however, obtain an authorization on your card at the time of your order for the full amount of your order. Please note that this may appear temporarily as a charge on your account statement, but it is an authorization only and usually will go away after 24-48 hours. We also obtain authorizations for the outstanding balance of your order if your order partially ships or b) the existing authorization is about to expire. Should the re-authorization not be successful, we will contact you for new payment information. If we are not able to obtain a valid authorization, we reserve the right to either cancel your order or charge your card for the outstanding balance of your order. [top]

Online Order Status (Tracking info and more):

Once we receive your order, you will receive an order confirmation with a tracking link. The link will be updated with a tracking number when your order is shipped. You can use the link provided to check your order status at anytime. [top]

Confirmation of orders:

After placing an order you will get a confirmation email within 24 hours. If you place an order with us and don't get a confirmation email check your "junk" mail folder - it will probably be in there. [top]

Gift Certificates:

Our Cool-jams gift certificates are sent via email as soon as the order is confirmed. This is generally within 2-24 hours of placing the order. You can have the gift certificate sent to the purchaser or the recipient depending on which email address you put in the recipient box. Additionally you can add a personal message to the recipient. To redeem the gift card, you must enter the gift certificate code into the box labeled "coupon/promotional code". Please note that when the gift certificate is redeemed you must enter the entire sequence of numbers including the "@" symbol at the beginning of the number sequence.[top]

Shipping Methods and Locations:

US and Canada ground orders are shipped via USPS or UPS so if your USPS and UPS delivery addresses are different, please be sure to enter both addresses at check-out. Air (1-2 day) shipments are shipped via  USPS. Next Day Air shipments are shipped via UPS Next Day.  All in stock orders are shipped within 8-24 hours after the order is received except orders placed Friday afternoon through Sunday. Weekend orders will be shipped the following Monday. Please note, possible shipping delays during busy holiday time periods.

Bedding is shipped out of a different warehouse than our sleepwear. If bedding is a part of your order, you may receive two packages.  Cool-jams ships worldwide to 150 countries. Note international shipping info below.[top]

Free Shipping Rules:

Select the "Free Ground Shipping US" option at check-out for free shipping within the continental US on your entire order. This offer does not include states or US territories outside the continental US. Choose an alternate shipping option when shipping outside the continental US. You will be able to view all shipping charges during checkout by entering your shipping address, selecting the shipping method and clicking the "apply" button. Shipping time for Free Economy is 3-10 days depending on specific location and weather conditions. [top]

Shipping Charges:

You will be able to view shipping charges before ordering by entering your shipping address, selecting the shipping method and then clicking "apply".

Ground shipping is $8.95 flat rate to all US states. Canada ground shipping rates start at $19 depending on the weight of the package. USA Ground in the Continental US (takes 3-10 days depending on location and weather conditions)  Ground shipments  to Hawaii can take up to 14 business days. Ground shipments to Canada usually take 6-12 days.

USPS Priority Mail (2-3 days) starts at $9.95 per order and goes up depending on weight of package and number of items ordered.

UPS Next Day Air takes 1 business day. UPS 2 day takes 2 business days. UPS 3 Day takes 3 business days and UPS Ground takes 3-10 business days depending on locations and weather conditions.   UPS charges are calculated by weight and zip code. You will be able to view any shipping charges before the order is placed.

All International shipments (excluding Canada) are now processed through GlobelShopex our international shipping partner. Choose the international shipping option at check-out for all international orders. See info below.[top]

Delivery Time:

We are not responsible for shipping delays that are a result of credit card/billing problems, weather conditions, product availability delays, or order changes made after the order has been placed. If your order is confirmed, you can expect the following delivery times. 

Ground US/Free Economy: If your order is placed M-F, your order will usually leave our facility either the same business day or the next business day. Weekend orders are shipped the following Monday. Normal shipping time is 3-10 business days (depending on specific location and weather conditions). Ground shipments  to Hawaii and Canada can take up to 14 business days.  See international shipping for all other countries.

Priority Mail: This shipping method takes 2-3 business days and is shipped via USPS Priority Mail. If your order is placed M-F the order will be shipped the same business day or next business day depending on when the order is received. Weekend orders will be shipped the following Monday.

Air US: If your order is placed M-F, your order will leave our facility either the same business day or the next business day depending on when the order is received. Air US shipments are shipped via USPS Express Mail. Normal air shipping is 1-2 days in the US. Weekend orders will be shipped the following Monday.   

UPS Next Day: If your order is placed M-F, your order will leave our facility either the same business day or the next business day. Shipping time is 1 business day. Weekend orders will be shipped the following Monday.

UPS 2 Day: If your order is placed M-F, your order will leave our facility either the same business day or the next business day. Shipping time is 2 business days. Weekend orders will be shipped the following Monday.

UPS 3 Day: If your order is placed M-F, your order will leave our facility either the same business day or the next business day. Shipping time is 3 business days. Weekend orders will be shipped the following Monday.

UPS Ground: If your order is placed M-F, your order will leave our facility either the same business day or the next business day. Shipping time is 5-7 business days. Weekend orders will be shipped the following Monday.

International Orders:: Shipping time for international orders typically take 7-14 days depending on the destination.


International Shipping:

Cool-jams Sleepwear has partnered with a trusted third-party company, GlobalShopex.com to fulfill orders for our international retail and wholesale customers. If you are a retail customer, simply put any items you wish to purchase in your shopping cart and choose the "International Checkout" option. The items will automatically be transferred to the GlobalShopex cart. You may pay with international credit cards, PayPal and bank wire transfers. GlobalShopex will process your payment and guarantee delivery. Once your order is completed, all inquiries should be directed to GlobalShopex at customerservice@globalshopex.com, 786-314-7144 or GlobalShopex Customer Service Department.

Please note that if you wish to become one of our Cool-jams International Wholesalers, use the contact form at the top of this page to request more information about Cool-jams International Wholesale opportunities. 

Shipping costs may vary considerably based on four factors:
• Order size & weight:
• Destination Country
• Shipping preference
• Duties and taxes collected by your government

These are determined during the checkout process. To see the shipping costs for your specific order, please continue shopping and begin your checkout.

We ship to over both retail and wholesale orders to 150 countries and we provide international customer support in multiple languages via phone (including local international phone numbers) chat and email. [top]

Returns & Exchanges:

If you are not satisfied with your sleepwear products for any reason you may return or exchange your item within 90 days.  There is no cost to exchange your product for a different item except for the postage you pay to return the item. Any shipping fees originally paid on your order are non-refundable. If credit is issued, it will be issued to the credit card used on your original purchase. 

Returns On Bedding Products:  You can return your product within 90 days if there is any kind of manufacturer's defect. Due to Government Regulations, Cool-jams cannot accept returns on used bedding products; however, if you are unhappy with your bedding for any reason please contact Cool-jams customer service for return options. Any returned bedding products other than defects are subject to a 10% restocking charge. If you need to make a return or exchange on any bedding product, you will need to request a return authorization number by contacting Cool-jams via our customer care request form. Contact Cool-jams about your return.

If it is our mistake and we've sent you the wrong product or size, we will pick up the package at our expense and exchange for the correct size or product.

For international orders, we can accept returns or exchanges, however all inquiries (other than US or Canada) should be directed to GlobalShopex at customerservice@globalshopex.com, 786-314-7144 or GlobalShopex Customer Service Department [top]

Return requirements are as follows:
Product must be returned to us in its original condition with original packaging complete with tags, bags, instructions and inserts within 90 days of purchase. We cannot accept returns on products that have been customized. All returns must be accompanied by our return/exchange form and must be sent to the correct warehouse. If items are not returned to the correct sleepwear or bedding warehouse, a restocking fee will be charged. See return forms below to use for bedding and sleepwear. If there is a cost difference between your returned item and the replacement item, we will credit or charge your credit card accordingly. We will not charge additional shipping for a product exchange. Once we receive your return, please allow 2 weeks for processing.

Please select the appropriate return form below. Note that the sleepwear shipping label is not prepaid and can be used for sleepwear returns only. All bedding returns require a special returns authorization and must be sent to our bedding warehouse.

Sleepwear Return Form

Sleepwear Return/Exchange Label

Bedding Return Form

New Product Ideas/Comments:

We absolutely love hearing from our customers and are interested in listening to your ideas. Let us know if you have any new product ideas or comments on existing products. Is there a product, style or size you would like to see? Is there something that you like or dislike about our products? Please let us know by contacting us at info@cool-jams.com.[top]

How to Care for Cool-Jams Sleepwear:

Wash in warm water on delicate cycle.  Never use fabric softener or fabric softener sheets because softeners will minimize the wicking properties of the fabric. If you accidentally use fabric softeners, re-wash the garment to remove softener residue, so the wicking properties will return to maximum effectiveness. Hang to dry for best results. You can put Cool-jams in the dryer without an issue, but in some climates you might experience some static cling. All Cool-jams garments are treated with an natural antibacterial treatment which will keep the garments fresh and odor free. To boost the freshness of any wicking apparel, occasionally soak in a mixture of 2 quarts water with 1/4 cup baking soda or oxyclean for 30 minutes before washing. This will help keep your wicking sleepwear fresh and odor-free for the lifetime of the garment.[top]

How to Care for Cool-Jams Bedding:

Machine wash warm or cold, gentle cycle. Use a mild laundry detergent, and avoid liquid chlorine bleach (LCB), fabric softener, dryer sheets, and washer or dryer balls. If you use chlorine-free bleach, be careful to not pour it directly onto your bedding. You must pre-dilute it before adding to wash. Tumble Dry on low or medium heat and remove promptly from dryer to prevent excessive wrinkling. [top]

Size Information:

All of our styles run true to size unless noted otherwise in the respective product description. You can determine your correct size by reviewing the size chart on each product page just under the product description. Click the "View Size Chart" link and the size chart will open on the product page. Please note that all of our pajama waist bands use elastic, which allows for flexibility in the waist measurement (up to 6" larger). [top]

Wholesaling Cool-jams/Becoming A Cool-jams Affiliate: 

If you are interested in wholesaling our Cool-jams Sleepwear products or  becoming a Cool-jams affiliate, please tell us about yourself and your company using the contact form at the top of the page. After reviewing your information, we will get back to you with more details about our wholesale and/or affiliate programs. You can also fill out a wholesale account application on our wholesale account sign up page. Go to Account Signup.[top]

Become An International Distributor of Cool-jams Sleep Products:

We are currently accepting applications for International Distributors. If you are interested in setting up a distributorship in any country outside of the US and Canada, please feel free to contact Cool-jams Inc. at info@cool-jams.com with information about your company. [top]

Cool-jams Monthly Pajama Giveaway:

One winner is picked on the first Monday of each month. Entrant can enter by submitting an entry at www.cool-jams.com and follow the links and instructions to complete and submit the registration form including a valid email address. You automatically will receive one (1) entry into the contest Limit: Each participant may enter one (1) time.  Multiple entrants are not permitted to share the same email address. Any attempt by any entrant to obtain more than one (1) entry by using multiple/different email addresses, identities, registrations and logins, or any other methods will void that entrant's entries and that entrant may be disqualified. Cool-jams Monthly Pajama Giveaway is open only to legal residents of the fifty (50) United States, the District of Columbia, and Puerto Rico who are at least 18 years old at the time of entry. For a complete list of our PJ giveaway rules visit Cool-jams PJ Giveaway rules. [top]