Contact Cold Cache

We're here to help before and after your order. Whether you need advice on choosing the right insulated bag or ice pack, have a question about an existing order, or want to raise a concern about a product, this page connects you to the right team quickly.

Cold Cache is an independent specialist retailer for insulated bags, coolers, bottles, and ice packs from brands like Joseph Joseph, Stanley 1913, Kilner, and BUILT. The storefront is operated by Coldsnap Trading Group LLC, a dedicated retail operations company that handles sourcing, quality checks, customer support, and compliance for this store.

General Contact Information

For most questions, start with our primary support team. They'll answer directly or route you to the right specialist.

• Email: support@coldcache.shop
• Business hours: 8:00 AM to 6:00 PM Pacific Time, Monday through Saturday
• Time zone: Pacific Time (PT), United States
• Address: 1428 Market Street, Suite 204, San Francisco, CA 94102, United States

Messages received outside these hours or on Sunday are placed in our service queue and answered on the next business day. Order processing continues automatically during off-hours.

What to Include in Your Message

To help us resolve your issue faster, please include:

• Your order number
• Full name and email address used at checkout
• A clear description of your question or issue
• For product issues, photos when possible

How We Handle Your Request

1. Log the request in our service tracking system.
2. Classify the topic and answer directly or route to a specialist.
3. Confirm the resolution with you in writing.
4. Close the ticket only after you have a clear answer or next step.

Complex or sensitive topics are escalated to quality assurance, legal/privacy, or shipping support. If a request cannot be resolved by the front line, a senior team lead reviews it within two business days.

Specialist Departments

While the primary support team handles general inquiries, each specialist department has its own email for faster, more direct handling of specific topics.

Pre-Sales Support

Email: presales@coldcache.shop

First response time: Within 2 business hours during business hours

What we help with:

• Choosing the right size, capacity, and style of insulated bag, cooler, bottle, or ice pack
• Explaining product features, materials, insulation performance, and care instructions
• Checking product availability and expected restock dates
• Clarifying dimensions, compatibility, and gift suitability
• Comparing two or more products based on your needs

To help you best, please include: the product link or model name, intended use, preferred capacity, and any must-have features. If you are choosing between two items, include both product links.

Handling process: We read the product data, match it to your use case, and provide a clear recommendation with pros and cons. If your question needs order-specific information, we route it to primary support or after-sales. We'll follow up if more details are needed.

Escalation: Questions about product specifications that aren't answered by our own inspections are escalated to our buying team, who may contact the brand's technical representative.

After-Sales Support

Email: aftersales@coldcache.shop

First response time: Within 4 business hours during business hours

What we help with:

• Order changes, cancellations, and address corrections before shipment
• Tracking updates and delivery issues
• Return and refund requests under our return policy
• Damaged, missing, or incorrect item reports
• Warranty questions and manufacturer support coordination

To help you best, please include: order number, item name, and a description of the issue. For damage or packing problems, include photos of the item and the box it arrived in.

Handling process: We verify your order and item status, provide a resolution, return label, or replacement plan according to policy, coordinate with the shipping carrier if a package is stuck or lost, and update you until the case is closed.

Escalation: If a refund or replacement exceeds service limits, the issue goes to our quality assurance team for review and manual approval.

Quality Assurance

Email: quality@coldcache.shop

First response time: Within 1 business day

What we help with:

• Investigating authenticity and product-condition claims
• Handling defect reports and safety concerns
• Managing supplier quality issues and recall notices
• Reviewing returned items and applying quality decisions
• Updating product listings when quality issues are found

To help you best, please include: order number, product model or serial/batch number, clear photos of the item and packaging, and a full description of the issue. For authenticity claims, include the information listed in our authenticity guarantee section below.

Handling process: We log and acknowledge the claim, compare the item against our sourcing records and manufacturer data, inspect photos or request the item back for physical review, and issue a written resolution within three business days of receiving complete information. We then arrange refund, replacement, or correction through the after-sales team.

Escalation: Unresolved quality disputes are reviewed by our operations manager. Safety or recall concerns are reported to the relevant manufacturer and authorities.

Legal and Privacy

Email: privacy@coldcache.shop

First response time: Within 2 business days

What we help with:

• Privacy questions, including access, correction, and deletion requests
• Appeals about denied claims or account actions
• Copyright or trademark concerns regarding listings
• Regulatory and compliance questions
• Requests to exercise data rights under applicable laws

To help you best, please include: a clear written request, your name, and an email address where we can reach you. If the request relates to an order, include the order number. For privacy requests, provide enough detail for us to verify your identity, but do not send sensitive information by email.

Handling process: We acknowledge the request and confirm what information we need, review it against applicable laws and our internal policies, take the requested action (such as correcting or deleting data where appropriate), and respond in writing with the outcome or the reason for any delay.

Escalation: Requests that require deeper legal review are escalated to our compliance officer and, if necessary, external counsel.

Shipping Support

Email: shipping@coldcache.shop

First response time: Within 4 business hours during business hours

What we help with:

• Real-time tracking help for in-transit orders
• Delivery delay and carrier investigation
• Address and delivery-instruction questions after shipment
• Lost or stolen package reports
• Shipping restriction questions and delivery area coverage

To help you best, please include: order number and tracking number if available, plus a description of what the tracking shows and the delivery issue. For a damaged box, include photos of the box and label.

Handling process: We look up the carrier status and delivery progress, open a carrier investigation if a package is stalled or missing, coordinate with after-sales for replacements or refunds if a shipment cannot be completed, and keep you updated until delivery is resolved or a refund is issued.

Escalation: If a package is officially declared lost by the carrier, after-sales takes over to issue a replacement or refund under our shipping and return policies.

Authenticity Guarantee

We take product authenticity seriously. Every item in our catalog is sourced directly from authorized distributors or reputable suppliers, and we perform quality checks on our inventory. If you have a concern about the authenticity of a product you received, please contact our quality assurance team with your order number, product model or batch number, and clear photos of the item and packaging. We will investigate and provide a written resolution.

Coupon and Promotions

We occasionally offer promotional codes, such as CHILL15 for 15% off eligible items. If you have a question about coupon eligibility or how to apply a code at checkout, our primary support team can help.

For any other questions, please reach out to support@coldcache.shop and we’ll get back to you promptly.