Refund policy

Returns and Exchanges

We want you to sleep well. If something isn't right, here's how we fix it.

You have 30 days

The 30 days start the day your order arrives, not the day you place it. That's your window to start a return or an exchange. Ordered in October, November or December? You have until January 16, so gifts bought early are still covered.

Once we've sent you a return label, please get the parcel on its way within 14 days.

The sleep trial works differently. That one is always 30 days from delivery, holidays included.

The 30-Night Cool Sleep Trial: slept in it? That's allowed

Cooling sleepwear is hard to judge in a fitting room, so judge it in bed instead.

Sleep in your NightCool items. Wash them. If they're still not right for you, start a return within 30 days of delivery.

• Every NightCool item, on every order you place
• Worn and washed is fine. It's the whole point of the trial
• Choose store credit for the full price you paid, with no fee. Or a refund to your original payment method, less a $9.95 admin fee
• Trial returns come back as credit or a refund rather than an exchange. If you simply want a different size or color, use a standard exchange instead

Trial items can't go back on the shelf, so we sanitize them and donate them to charity.

We may decline a trial return if the pattern of returns on an account suggests the trial is being misused. We'll always tell you before you send anything back.

Standard returns

Not a NightCool item, or you'd rather not sleep in it first? Send it back unworn, unwashed and undamaged, in the condition it arrived, free of fragrance and with the original tags still attached.

Two ways to get your money back:

• Store credit for the full price you paid, no fee. Nothing is deducted. To spend it, sign in with the email address on your order and tick Apply store credit at checkout
• A refund to your original payment method, less a $9.95 admin fee. One fee per return, however many items are in the parcel. It covers your label and getting everything back through our warehouse

If an item arrives back worn, washed, damaged or scented, we can offer store credit instead of a refund, or send it back to you. We'll ask you first either way.

Original shipping charges aren't refunded. And if you paid part of the order with store credit, that part comes back to you as store credit, so you never lose it.

Returning from an APO, FPO or a US territory? Email us first. We can't send a prepaid label to those addresses, so we'll arrange the return with you and there's no admin fee.

Swapping for a different size or color

Start your exchange at our Returns Center and tell us what you'd like instead. Exchanges are free within 30 days of delivery. If you're using the holiday extension and it has been longer than 30 days, a $9.95 admin fee applies.

We can't hold the replacement while your parcel is in transit, so if your size sells out on the way we'll offer store credit or a refund instead. If the new item costs more or less than the old one, we'll settle the difference with you before it ships.

Not sure which size to order? Ask us before you send anything back. We'd much rather get it right the first time than process two returns.

If something's wrong with it

Defects are rare, but they happen. Email [email protected] within 30 days of delivery with a photo and we'll make it right, usually a replacement, or a refund if we can't replace it. You're never charged the admin fee on a defective item.

Sometimes you don't need to send it back

If it's a defect, or a mistake on our side, we may simply ask you to keep the item or pass it on to someone who'll use it. That's a call we make case by case and it only ever comes from us, so please wait to hear before you pay for any shipping yourself. If we say "no need to return it", that's final and it won't cost you anything.

Final sale

Our DayBasics collection is being retired, so every DayBasics item is final sale. Anything else that's final sale says Final Sale on its own product page. If the page doesn't say it, the normal 30 day terms apply.

Final sale means what it says: no returns, no refunds, no exchanges, and no price adjustments. This applies to orders placed on or after August 18, 2026. If you ordered before then, the terms you bought under still stand and nothing changes for you.

Final sale doesn't cover defects. If a final sale item turns up damaged, email us and we'll make it right, same as anything else.

NightCool is not final sale. Every NightCool item is covered by the 30-Night Cool Sleep Trial above.

Gift cards aren't returnable.

How to start a return

Go to our Returns Center and enter your order number and the email address you ordered with. You'll choose what you'd like to happen, and for most US addresses you can print a prepaid return label right there.

A few things still need a person: a gift with no order number, an order from outside the US, or anything with a defect. Email [email protected] for those and we'll take care of it.

Please tell us whether you've slept in it. It doesn't change what you get back or what it costs. It just tells our warehouse to sanitize the item and donate it rather than put it back on the shelf.

Returning a gift

Send us the order number if you have it. If you don't, give us the full name of whoever sent it and the address it came to, and we'll track the order down. We won't contact them about it, so nothing gets spoiled. The same 30 days apply, counted from the day it was delivered, and holiday gifts have until January 16.

How long it takes

Once your return reaches our warehouse, please allow up to two weeks for us to process it. Refunds go back to your original payment method, and your bank normally takes another 2 to 5 business days to show it, sometimes up to 10.

If you used a bundle or volume discount

If your return drops the order below the amount that earned you the discount, the discount comes off what you get back, whether that's a refund or store credit. We'll show you the figures before we process anything.

Canada

We ship to Canada, and Canadian orders come back on the same 30 day terms, sleep trial included. You arrange and pay for the return shipping yourself, so there's no prepaid label from us and no admin fee taken off your refund. Canadian returns come back as store credit or a refund rather than an exchange. If you'd like a different size or color, place a new order and send the original back. Duties and taxes you paid on the original order aren't refundable by Cool-jams.

Everywhere else

Ordering from outside the US and Canada? Email [email protected] with your order number and we'll arrange your return or exchange by hand. We can't send a prepaid label outside the US, so you arrange and pay for the return shipping, and there's no admin fee.

Would you like this policy in writing? Email [email protected] and we'll send it over.