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!
Cool-jams Inc.
11206 Spencerport Way
San Diego, CA 92131
TOLL FREE ORDERS: 888-849-0013
Contact Form
Contact Cool-jams about a question or problem
Returns
Returns and Exchanges
Ordering Online
Site Security
Phone Orders
Payment Options
Checking Order Status
Order Confirmation
About Gift Certificates
Shipping
Shipping Charges
Shipping Locations
Shipping Outside The US
Shipping Times
Shipping Methods
Free Delivery Rules
Product Information
Do You Have A Product Idea?
How To Care For Cool-jams.
Size Information
Why We Use A Garment Measurement Chart Versus a Size Chart?
Wholesale Distribution
About Wholesaling Our Cool-jams Products.
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. Please contact Cool-jams at 888-849-0013 [top]
Payment Options
We accept Visa, Mastercard and Discover 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
Our orders are shipped via USPS priority mail for ground shipments and USPS Express mail for air shipments. Orders are shipped within 24 hours after the order is received. If the order is received before 12:00 pm EST, we ship the same day except Fridays and weekends. Weekend orders will be shipped the following Monday.
Shipping Charges
United States Air(2-3 days) $24.95 per order + 3.00 per item
United States Ground(5-7 days)
$0 to $79.99---$8.95
OVER $80.00 free ground shipping
Canada Air (5-7)days $29.00 per order + $3.00 per item
We only ship via air to Canada so we can ensure prompt delivery with package tracking. [top]
Where do we ship?
We ship all over the United States and Canada. For shipping to other countries, contact Cool-jams for more information. Shipping rates vary according to the respective country. [top]
Delivery times
We are not responsible for shipping delays that are a result of credit card/billing problems, 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
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 5-7 business days in the US and 6-10 days to Canada.
- Next Day Air
If your order is placed M-F, your order will leave our facility either the same business day or the next business day. Normal air shipping is 3-4 days in the US and 5-7 days to Canada
- Free Delivery Rules
Free shipping applies to: 1) A single order of one or more items totaling $80 or greater. 2) Free shipping applies to USPS Ground in the Continental US only. [top]
Returns & Exchanges
If you are not satisfied with your order for any reason you may return or exchange your item within 30 days for a refund of the purchase price less shipping fees and applicable taxes, or exchange it for a different 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.
If it is our mistake and we've sent you the wrong product or size, we will send a prepaid shipping label so you can return the product at no cost to exchange for the correct size or product.
For international orders, we can accept returns or exchanges, but additional shipping charges may apply for exchanges.
All returns must be accompanied by our return/exchange form. See below. [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. We cannot accept returns on products that have been customized. All returns must be accompanied by our return/exchange form. See below. 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 click this link to download and print the 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
Wash in cold water on delicate cycle. Always use our Cool-jams special washing bag to prolong the life of your garment. We include our washing bag free with every order. Never use fabric softener or fabric softener sheets because it will minimize the wicking properties of the fabric. If you accidently use fabric softeners, re-wash the garment to remove softener residue, so the wicking properties will return to maximum effectiveness. Lay your garment flat or hang to dry.[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 indicated on the size buttons when placing your order. You can also review the garment measurements for each style by clicking on the garment measurement chart beneath the item description. You should allow 2-6" of garment ease between your body measurement and the garment measurements to achieve the fit that you prefer. With 2" of garment ease you will have a snugger fit. With 4-6 " of garment ease you will have a loose fit. The exception would be the relaxed waist measurement which can stretch an additional 10". Women come in all different shapes and sizes and have varying fit preferences. It is important to review the specific garment measurements to determine the size and fit that is right for you. [top]
Size Chart
We have discovered that we have more success fitting our garments correctly by offering a garment measuring chart rather than a size chart. On each product page we have a garment measurement chart specific to each of our individual products. See the above instructions explaining how you can use the garment measurements to determine the size that is right for you.[top]
Wholesaling Cool-jams
If you are interested in wholesaling our Cool-jams Sleepwear products, please tell us about your company using the contact form below. After reviewing your information, we will get back to you with more details about our wholesale program. [top]