FAQs

RETURNS & SHIPPING

KOOLSKINZ 30-DAY MONEY BACK GUARANTEE

We stand behind everything we make! If for any reason you decide that KoolSkinz is not the right solution for your dog, you may request a return within 30 calendar days, starting from the delivery date, for a full refund of your purchase price.

Please note: KoolSkinz only accepts returns for items purchased directly from the KoolSkinz website or direct vendor. If you purchased your KoolSkinz directly from our website or direct vendor, emailing us at michael@koolskinz.net and include your order number. You can also call us at 619-454-3593, during our business hours: 8:00am – 5:00pm MST

Eligibility

To be eligible for a return, please make sure that:

  • The product was purchased in the last 30 calendar days
  • The product isn’t physically broken or damaged
  • The product is in its original packaging
  • You include all accessories, manuals and documentation included in the original packaging
  • You include the receipt or proof of purchase
  • You obtained a Return Merchandise Authorization (RMA) from us

Return Process:

Once we review your order history and confirm that you meet the eligibility requirements stated above, we will email you a return label that you can use to return and track your package. When we receive your package, a credit for the original purchase price of the product will be issued to your credit card within a week. In the event that we cannot process a credit card, a check will be mailed to you. If your return is due to product defect or shipping error, KoolSkinz will provide you a return label at no cost.

Custom Designs and Patterns:

Because personalized KoolSkinz are custom-made, we are unable to offer our money back guarantee, returns, or exchanges on these products.

HOW DO I EXCHANGE MY KOOLSKINZ FOR A DIFFERENT SIZE?

If you purchased your KoolSkinz directly from our website or direct vendor: If you believe that you may need a different size KoolSkinz for your dog, we will be happy to exchange it. Please send it back with the pack sheet or order number and with a note stating the new size you’d like to:

KoolSkinz Customer Service
2715 Xavier St.
Denver, CO. 80212.

If you live in the United States, we will send you a prepaid label that covers shipping fees. If you live outside of the U.S., you are responsible for and must pre-pay all shipping charges to the address specified by us.

Customers are responsible for all customs fees, duties, VAT, import taxes, handling charges, gift wrap fees. These are not included in the cost of shipping or handling of your order.

You shall assume risk of loss or damage to the product while in transit to us.

The product ordered by you will be delivered to the address you provided during your order.

KoolSkinz is not responsible for delays caused by carriers.

Please note that an additional charge of $20 will be applied if you are exchanging a customized KoolSkinz. We donate returns and exchanges to rescue groups and shelters. The returned KoolSkinz will be put to good use!

WHAT ARE THE SHIPPING COSTS?

KoolSkinz charges a flat rate of $11.95 for shipping within the United States. Shipping outside the United States is determined on a case by case basis and you will be contacted to acknowledge and accept the shipping charges before your order is mailed.

 

PAYMENTS

WHAT PAYMENT METHODS DO YOU ACCEPT?

KoolSkinz accepts all major credit cards and direct payments through PayPal.

HOW SECURE IS THE ONLINE SHOP. IS MY INFORMATION PROTECTED?

The KoolSkinz website has SSL security features to ensure your information is protected throughout your entire koolskinz.net shopping experience, including during checkout.

SIZING & KARE INSTRUCTIONS

CAN I WASH AND DRY MY KOOLSKINZ?
Every KoolSkinz is made by hand in the United States and is made with durable, washable fabric. When necessary, KoolSkinz may be washed in a regular cycle using regular laundry detergent and cold water. Hang to dry.

HOW LONG CAN I LEAVE A KOOLSKIN ON MY DOG OR CAT?
KoolSkinz is specifically designed to be comfortable and safe to leave on for extended periods of time. When properly sized and properly worn with a comfortably snug fit, your dog should be very comfortable and kool. We encourage frequent check-ins with your dog for any signs of irritation points or unusual points of contact. Irritation points are very rare, but it is best to be cautious.

NO EXPOSED HOOK FASTENERS: When properly sized and put on your dog, no sections of “hook fasteners” (the side of the fasteners that feel rough to the touch) should be exposed on the outside or against your dog’s fur. If you see exposed hook fasteners, please adjust to ensure that all fasteners are properly aligned.

NECK HOLE SHOULD FIT SNUG BUT COMFORTABLY AROUND NECK: Use the “two-finger” rule when checking your KoolSkinz for a proper fit (i.e. easily slide two fingers between the neck hole and your dog’s neck without pressure). The unique one piece design is intended to provide your dog with a secure, non-binding or pinching fit that allows KoolSkinz to stay in place and provide your dog with the most comfortable fit possible during active play.

HOW DO I PUT KOOLSKINZ ONTO MY DOG?
We designed KoolSkinz to be very easy to put on your dog. The patent pending, simple, one piece design takes just a few seconds and easily adjusts to fit your dog’s body type.
ARE THERE ANY SPECIAL SIZING AND FIT CONSIDERATIONS FOR MALE DOGS?
When fitting a KoolSkinz on a male dog, the waist strap that goes around the stomach area should not cover or push on the genitals or prepuce. If you see any indications of this, you should try a smaller size or contact us for other suggestions.
WHAT SIZE IS RIGHT FOR MY DOG?
KoolSkinz comes in seven different sizes… XL, L, M, S, XS, XXS, and XXXS. The chart below can help you to find the right size for your dog. Like people, dogs come in many different shapes and sizes, so if your dog has unusual proportions, you may need to go up or down a size from “standard” measurements. Remember, KoolSkinz is adjustable and can accommodate dogs with different shapes comfortably and easily.

koolskinz-pet-vest-size-chart

SIZE WEIGHT
XXXS

XXS

< 12 lbs

12-20

XS 20-30 lbs
S 30-40 lbs
M 40-70 lbs
L 70-100 lbs
XL 100-150 lbs

HOW IT WORKZ

HOW DOES KOOLSKINZ WORK TO KEEP MY DOG KOOL?
KoolSkinz is intended to work like performance wear for your pet.  For example, when you participate in physical activity (e.g. running, hiking, etc.), you wear special clothing and gear to make your experience more enjoyable for extended periods of time. We want to provide thise same level of comfort and enjoyment for your dog. The patented solution we use in our Kool packs is designed to stay Kool for up to 2 hours in 90℉ weather. These unique Kool packs work by absorbing heat from your dog’s body while at the same time absorbing heat from the ground below, to help your dog maintain a comfortable temperature throughout his/her adventure with you. Note: The Kool packs may not feel Kool to the touch but rest assured they are working. Please keep in mind that dog’s cannot sweat and are unable to Kool themselves naturally.  While KoolSkinz is designed to help keep your dog comfortable during activities, it will not prevent your dog from overheating in extreme conditions.  It is important to check-in with you dog frequently and ensure they are getting enough water and rest as necessary to maintain their overall health.
HOW DOES KOOLSKINZ WORK TO KEEP MY DOG WARM?
The Kool packs used with your KoolSkinz can also double as a warming agent in those colder months.  Simply warm the packs by microwaving them for approximately 30 seconds or warm water and place in the vest.  The Kool packs work well for those winter walks around the block. Please note that while the Kool packs can double as a warming agent, the warming effect lasts for approximately 20-30 minutes (unlike the 2+ hours it will maintain Kool temperatures). For extended periods of warmth, your favorite hand warming pack (e.g. HotHands brand) works nicely to keep your pup snug and comfy for hours.
CAN I USE KOOLSKINZ WITH A STANDARD COLLAR OR HARNESS?
We specifically designed KoolSkinz to work with all types of collars, harnesses, and restraining devices on the market. Since KoolSkinz is not intended to be a harness or restraining device on its own, we encourage you to pair KoolSkinz with your favorite device when walking or hiking with your dog. Simply place KoolSkinz on your dog first, then apply your favorite walking device, pack system, etc. as you normally would.  Of course, KoolSkinz is great for play at the park where a harness is not needed or just relaxing in the yard during those warmer months.

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