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!
Sleepwear Returns: You may return or exchange your unused products within 30 days of purchase date. We do not require a Return Authorization (RMA) for sleepwear. 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 payment method used on your original purchase.
Bedding Returns: You can return your unused product within 30 days of purchase date. Bedding must be returned in original packaging complete with tags, bags and inserts. Any shipping fees originally paid on your order are non-refundable. If you need to return any bedding products, you will need to request a return authorization number by contacting Cool-jams via our contact form. Contact Cool-jams about your return. If you wish to exchange your bedding for a different item, size or color, we request that you return the bedding per our return policy and simply reorder the correct item on cool-jams.com.
Holiday Returns: For items purchased in November and December we extend our returns window until January 31.
Errors/Defects: 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.
We don't often have product defects, but if you discover a defect on any of our products, please send an image of the product defect to our customer service team at email@example.com and we will do our best to remedy the problem.
International Returns: For international orders, we can accept unused returns or exchanges within 30 days of shipment, however all inquiries (other than US or Canada) should be directed to GlobalShopex at firstname.lastname@example.org, 786-314-7144 or GlobalShopex Customer Service Department.
Product must be returned to us in its original condition with original packaging complete with tags, bags, instructions and inserts within 30 days of purchase. We cannot accept returns on products that have been customized or used. All returns must be accompanied by our return/exchange form and must be sent to the correct warehouse. See return forms below to use for bedding and sleepwear. For exchanges, if there is a cost difference between your returned item and the replacement item, we will provide a credit; however, if the replacement item is higher in price, we will contact you for approval of any additional charges. Promotional discounts do not apply to exchange requests. Please allow 2 weeks for returns processing.
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 (RA#) and must be sent to our bedding warehouse.
Shipping charges depend on the weight of the package and your location. You will be able to view shipping charges before ordering by entering your shipping address, selecting the shipping method you prefer. For international shipping (outside US and Canada), select "International Check-out".
We rate shop to select the most economical method to your location. Most often this method includes USPS, so be sure that you enter an address that accepts USPS delivery. 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.
Contiguous USA (excludes Hawaii, Alaska and territories):
Free economy shipping (5-10 business days)
Expedited (3-5 business days)
Express (1-2 business days)
Alaska, Hawaii, US territories and military locations:
Standard Ground (6-12 business days)
Expedited (3-6 business days)
Express (1-3 business days)
We are not responsible for any duties or fees imposed by the Canadian government. Sometimes customs clearing by Canadian government can add a few extra days to the delivery time frame.
Standard (6-14 business days)
Express (2-5 business days)
All shipments to any other country outside the US and Canada should use our International Check-out option.
All in -stock orders are shipped within 1 to 24 hours after the order is received except orders placed Friday afternoon through Sunday will be shipped Monday am. 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 2-3 packages. Cool-jams ships worldwide to 150 countries. Note international shipping info below.
Select the "Free Ground Shipping US" option at check-out for free shipping within the contiguous US on your entire order. This offer does not include states or US territories/military bases outside the contiguous US. Choose an alternate shipping option when shipping outside the contiguous US. You will be able to view all shipping charges during checkout by entering your shipping address and selecting the shipping method. Shipping time for Free Economy is 5-10 days depending on specific location and weather conditions.
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 add any items you wish to purchase into your shopping cart and choose the "International Checkout" option. The items will automatically be transferred to GlobalShopex for payment processing. You may pay with international credit cards, PayPal and bank wire transfers. GlobalShopex will process your payment and guarantee delivery. You also have the option to prepay duties and taxes imposed by your respective government. Once your order is completed, all inquiries should be directed to GlobalShopex at email@example.com or phone 786-314-7144.
Shipping costs may vary considerably based on four factors:
• Order size & weight
• Destination Country
• Shipping preference
• Duties and taxes collected by your government (if you choose to prepay)
Exact shipping charges are determined during the checkout process based on the factors above. To see the shipping costs for your specific internal order, please continue shopping and begin your international checkout.
We ship to over 150 countries and we provide international customer support in multiple languages via phone (including local international phone numbers) chat and email.
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 5-10 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.
Expedited Shipping: This shipping method takes 3-5 business days (3-6 days outside contiguous US) and is shipped via most economical expedited method. 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.
Express Shipments: 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. Normal express is 1-2 days. Express shipments to Canada take 2-5 business days due to customs clearance time.
International Orders: Shipping time for international orders typically take 10-14 days depending on the destination. Sometimes there is a delay due to customs clearance by a respective government.
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.
Below we have listed our best estimates for last shipping date to receive your order by December 24 for each of our shipping methods:
US Orders: TBD
Canadian Orders: TBD
International Orders: Must select international check-out. Place order by Nov. 30 for delivery by Dec. 24. Delivery time not guaranteed. Once you select international check-out you will have the choice to pay more for expedited delivery and to prepay duties and taxes.
Cool-jams is hosted on the Shopify e-commerce platform.
Shopify is certified Level 1 PCI DSS compliant. As a result, the Cool-jams store is automatically PCI compliant, which ensures you have peace of mind when shopping from our store. The Payment Card Industry Data Security Standard (PCI DSS) was adopted by the Payment Card Industry Council in 2005 with the aim of protecting card holder data used during online payments. It is backed by American Express, Discover Financial Services, JCB International, MasterCard Worldwide, and Visa.
You can read more about Shopify's PCI compliance and security measures here.
Yes we will happily take orders over the phone. Please contact Cool-jams at 888-849-0013. If our operators are busy, leave a message and someone will call you back generally within a few hours.
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 can ship. 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 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.
Once your order is shipped you will receive a shipping confirmation email with a tracking link. You can use the link provided to check your order status at anytime.
After placing an order you will get a confirmation email within a few minutes. If you place an order with us and don't get a confirmation email check your "junk" mail folder - it will probably be there.
Our Cool-jams gift certificates are sent via email as soon as the order is confirmed and payment is processed. This is generally less than an hour after the order has been placed. Once you receive the gift card link, you can use it for yourself or add a personal message and forward to the gift recipient. To redeem the gift card, you must enter the gift certificate code into the box labeled "gift card or discount code" during check-out.