- Customer Care
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!
Toll Free Orders: 888-849-0013
Customer Service Contact Form
Contact Cool-jams about a question or problem
Returns and Exchanges
Checking Order Status
About Gift Certificates
International Shipping (Worldwide Including Canada)
Free Delivery Rules
Do You Have A Product Idea?
How To Care For Cool-jams.
Why We Use A Garment Measurement Chart Versus a Size Chart?
About Wholesaling Or Becoming An Affiliate For Our Cool-jams Products.
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. Please contact Cool-jams at 888-849-0013 [top]
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]
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 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(2 day) shipments are shipped via USPS Express mail. Next Day Air shipments are shipped via UPS Next Day. 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 that our 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.
US Shipping Charges: All US continental ground shipping (including Alaska) is $7.95 per order . USA Ground in the Continental US( takes 3-7 days) Ground shipments to Hawaii can take up to 14 business days. Hawaii ground shiping rates start at $19 depending on the weight of the item.
USA Air Continental US(2 business days) $29.00 per order + 3.00 per lb. (Alaska and Hawaii air ship rates start at $44 for the first lb.). Air US shipments use USPS Express Mail.
UPS Next Day Air takes 1 business day. Charges depend on weight of item. Charges are calculated by weight and zip code. You will be able to view charges before the order is placed.
All International shipments including shipments to 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.
US 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 3-7 business days in the US. Ground shipments to Hawaii can take up to 14 business days. See international shipping for all other countries.
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. Normal air shipping is 2 days in the US.
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. If your order is placed by 5:00 PST Friday, Dec. 21 you will receive your package by Dec. 24.
Free Delivery Rules: Free shipping applies to: 1. A single order going to a destination in the continental US only(excluding Hawaii). Free shipping applies to orders over $100 shipped via ground. [top]
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 firstname.lastname@example.org, 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. 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: Due to Government Regulations, Cool-jams cannot accept returns on used bedding products. Exchanges can be made in the case of manufacturer's defects.
To return an item, you will need to use the return form provided on the back of your packing slip or download the return form below.
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 should be directed to GlobalShopex at email@example.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. 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.
Sleepwear Return Form
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 firstname.lastname@example.org.[top]
How to Care for Cool-Jams
Wash in cold water on delicate cycle. Never use fabric softener or fabric softener sheets because softeners 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.
To boost the freshness of any wicking apparel, occasionally soak in a mixture of water with 1/4 cup baking soda or oxyclean for 30 minutes before washing. This will keep your wicking sleepwear fresh and odor-free for the lifetime of the garment.[top]
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. This is not a size chart, but the actual measurements of the garment. 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 8-10". Men and 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 Versus Our Garment Measurement Charts
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/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. Please contact us via the contact form at the top of this page if you would like more information regarding our wholesale programs. Please note that Cool-jams ship wholesale orders throughout the US and to over 150 countries around the world. [top]
Cool-jams Weekly Pajama Giveaway
One winner is picked on Monday of each week. 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 Weekly 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]