We want you and your creature to love your Cool Creature purchase. If something isn’t quite right, we’re here to help.
Returns
We accept returns requested within 30 days of delivery.
To be eligible for a return, your item must be in clean, good condition and include all original components. Whenever possible, please return the item in its original packaging.
To begin a return, email us at hello@coolcreature.com with your order number and the reason for your return. We’ll provide instructions for the next steps.
Returns sent without prior authorization cannot be accepted.
Return address:
35 O’Brien Street, Unit F8
Kearny, NJ 07032
Return Shipping
Unless your item arrived damaged, defective, or you received the wrong product, return shipping costs are the responsibility of the customer.
In certain situations, particularly for oversized items, Cool Creature may, at its sole discretion, offer an alternative return solution, including donation to a local animal rescue or shelter, in place of returning the product.
Damaged or Incorrect Orders
Please inspect your order upon delivery.
If your order arrives damaged, defective, or incorrect, contact us within 5 days of delivery at hello@coolcreature.com and include photos of the issue whenever possible. We’ll work quickly to make it right through a replacement, exchange, or refund, depending on the situation.
Exchanges
Need a different size or color?
Contact us and we’ll gladly help arrange an exchange, subject to product availability. Exchange shipping costs may apply.
Non-Returnable Items
The following items are not eligible for return:
Refunds
Once your return has been received and inspected, we’ll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional processing time before the refund appears on your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hello@coolcreature.com.
