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customer care

It is our goal at CoolerEarth.us to help our customers find products that they enjoy and that enhance their sustainable lifestyle.  We have tried to set up systems that make it easy for you to do this, and for you to find help when you require further assistance.

While our products are made from all over the world, as the innovative and forward thinking manufacturers are globally located, we have retained a US-based customer service organization to help with your issues.  We hope this phone support helps you find the answers you need.

We can be reached by calling 888-700-0099 and selecting '2', or email us at customerservice@coolerearth.us.   Our representatives will guide you through and transaction issues, and answer questions about CoolerEarth as they are able.  For technical support relating to products or services, feel free to contact techsupport@coolerearth.us, and a technical representative will return your phone call.  You may also reach technical support at 888-770-0099 and selecting'1'.

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returns and exchanges

Return Policy

We hope you like what you ordered, but if you are dissatisfied, let us know. Our goal is for you to be satisfied with your purchase from CoolerEarth.  If something isn't right, most merchandise may be returned within thirty (30) days from the original invoice date for a refund.

All items must be in new and unused condition, with all tags still intact, and contain all original packaging and accessories.  A return authorization number is required for all returns. You can get this by calling Customer Service (888) 700-0099.  Please have the order number ready when you call. 

A 15% restocking fee may apply.  Also, some items are custom in nature, such as building materials or some items from the design center, and may not be able to be returned.

These terms apply to all refunds.

Customers must notify merchant of any order discrepancy within seven (7) days from the invoice date so that we may investigate and resolve the situation accordingly.

We will pay the return shipping costs if the return is a result of our error

Taxes

The appropriate tax amount by item will be included with your refund.

Discounts and Promotions

The refund value for each item returned will be reduced to reflect the value of any free gift or discount. 

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shipping and delivery

CoolerEarth.us presents your shipping delivery time estimates and costs during the checkout process. The rates will change depending upon the level of service you have requested as well as the weight of your order. This selection is made on the checkout screen, after selecting 'Done Shopping-Check Out'.  After reviewing the page, you can submit your order.

Options for shipping are:

FedEx Home Delivery

FedEx Express Saver

UPS Ground

UPS 3 Day Select

Certain items will be shipped directly from the manufacturer and will use their preferred shipping carrier.  We will provide that information with a tracking number when items are shipped.

Due to postal regulations, any order that weighs more than 70 lbs. or exceeds certain dimensions cannot be delivered to P.O. Boxes or APO/FPO addresses.

CoolerEarth.us offers shipping to all US addresses, including Alaska and Hawaii.  CoolerEarth.us cannot currently support international orders.

If you decide to return your order, shipping charges are not refundable.

Still need help?  Contact Us.

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