Cold Cache is an independent specialty retailer founded in 2019 and operated by the Cold Cache team. We run a dedicated warehouse and support team in the United States. Our address is 1428 Market Street, Suite 204, San Francisco, CA 94102. We are not the official store for any brand, but we are an authorized online retailer for the brands we carry.

We focus exclusively on thermal retention and portable cold storage. That means insulated bags, coolers, bottles, and ice packs from brands like Joseph Joseph, Stanley 1913, Kilner, and BUILT. Our team can explain the practical differences between foam-lined totes, reflective lunch boxes, vacuum-insulated bottles, and gel versus clay ice packs, and we use that knowledge to write honest product descriptions.

We intentionally keep a focused catalog. Every product must meet strict criteria: leak-resistant construction, reliable insulation, easy-to-wipe materials, and a design that suits daily commutes, picnics, or errands. We choose a mix of bags, coolers, bottles, and ice packs from recognized brands, plus a few compatible accessories we have tested ourselves. If we are not confident about a product's performance, we say so in the listing rather than overpromising.

Our cost structure is lean. We operate online-only, which avoids retail floor overhead. Our catalog is focused, so we buy in consolidated orders from authorized distributors and brand-approved wholesale partners, lowering shipping and handling costs per unit. We also run a compact specialist team, use automated order routing, and have direct carrier relationships. These savings let us keep everyday prices stable, and when an item is discounted, the sale is genuine.

Prices vary by brand, product size, and age of the item. Newly introduced models and best-selling sizes are often priced closer to the manufacturer's suggested level, while older versions, seasonal colors, or open-box examples may be marked down more aggressively. Promotional codes are subject to the checkout eligibility rules shown on the storefront, so the exact discount you see is always transparent before you pay.

Yes, use code CHILL15 at checkout to get 15% off eligible items. The code applies to eligible orders according to storefront rules. Always check the checkout page to confirm the discount before you pay.

Standard shipping is $8.00 per order, and we offer free shipping on all orders over $45.00. Delivery times vary by destination; you will see an estimated delivery date at checkout based on your shipping address.

Once your order ships, you'll receive a tracking number by email. If you have questions about tracking or delivery, contact our shipping support team at shipping@coldcache.shop. They can look up carrier status, investigate delays, and help with lost packages.

We ship to the United States and provide delivery coverage for all 50 states and U.S. territories. If you have a specific shipping restriction question, email shipping@coldcache.shop before ordering.

We accept returns within 30 days of delivery. To start a return, contact our after-sales team at aftersales@coldcache.shop with your order number and the reason for the return. We'll provide a return label and instructions. Once the item is received and inspected, we'll process your refund.

Refunds are issued to the original payment method after we receive and inspect the returned item. You'll get an email confirmation when the refund is processed. Depending on your payment provider, it may take a few business days to appear.

We source exclusively from authorized brand distributors, brand-approved wholesale partners, and manufacturers' official surplus channels. Every product passes a receiving inspection: we open a sample from each batch, confirm the model, check stitching, zippers, insulation, and ice-pack seals, and match the physical item to the listing. If we confirm a product you purchased is not authentic, we provide a full refund of the purchase price and original shipping, and we cover return shipping.

Contact our quality assurance team at quality@coldcache.shop within 30 days of delivery. Include your order number, clear photos of the product, labels, tags, packaging, and any model or batch numbers, and a description of why you believe it's not authentic. We will investigate and provide a written verdict within three business days of receiving all requested information.

Each product is inspected before listing. We open a sample from every incoming batch, confirm the model and condition, and check all details. Incoming shipments are logged by batch and checked for damage. Ice packs and temperature-sensitive items are stored in a climate-controlled area. Items with broken seals, missing labels, or compromised packaging are quarantined and never offered for sale.

Warranty coverage follows the product information and the manufacturer's support guidance. To inquire about a warranty issue, contact our after-sales team at aftersales@coldcache.shop with your order number and product details. We'll coordinate with the manufacturer when needed.

Our primary support email is support@coldcache.shop. We also have specialist teams:

• Pre-sales: presales@coldcache.shop – product choice, specifications, compatibility
• After-sales: aftersales@coldcache.shop – orders, returns, replacements
• Quality assurance: quality@coldcache.shop – authenticity, defects, safety
• Shipping support: shipping@coldcache.shop – tracking, delivery issues

Our service window is 8:00 AM to 6:00 PM Pacific Time, Monday through Saturday. Messages received outside these hours are answered on the next business day.