Shipping Policy

Shipping Policy

Last updated: August 24, 2026

Shipping Policy

At Cold Cache, we want you to receive your insulated bags and ice packs promptly and in perfect condition. This policy explains our shipping options, costs, and how we handle your order from the moment it leaves our facility until it reaches your door.

Shipping Costs and Delivery Times

We offer the following shipping options for all orders placed on coldcache.shop:

• Standard Shipping: A flat rate of $8.00 per order.
• Free Shipping: Available on all orders over $45.00. The discount is applied automatically at checkout—no promo code needed.

All orders are processed and shipped from our facility within 1–2 business days of purchase. Once your order ships, you will receive a confirmation email with tracking information. Delivery times vary depending on your location, but most orders within the contiguous United States arrive within 3–7 business days after processing.

Order Confirmation and Processing

After you place your order, you will receive an order confirmation email at the address you provided during checkout. This email confirms that we have received your order and includes your order number, which you'll need for any customer service inquiries. Please keep this email for your records.

Once your order moves to the shipping stage, you'll receive a separate shipping confirmation email with tracking details. Our team begins processing orders the same day whenever possible, and all orders are processed within 1–2 business days of placement.

Address Accuracy

Please double-check your shipping address at checkout. We are unable to redirect packages once they have been handed to the carrier, and an incorrect address may result in delivery delays, failed delivery attempts, or the package being returned to us. If you notice an error in your shipping address, contact our support team immediately at support@coldcache.shop—we will do our best to correct it before your order ships.

Tracking Your Order

Every order includes tracking information sent to your email. You can use this tracking number to follow your package's journey from our facility to your door. If you have questions about what your tracking status means or need help interpreting carrier updates, our shipping support team is ready to assist.

Split Shipments

If your order contains multiple items, we may occasionally split it into multiple packages—particularly if items are stocked in different fulfillment locations. In this case, you will receive each shipment's tracking information separately, and no additional shipping charges will apply. You won't be charged separately for split shipments; the total remains as shown at checkout.

Carrier Events and Delivery Delays

Once your package is with the carrier, delivery times are estimates, not guarantees. Weather events, carrier volume, and other circumstances beyond our control can occasionally cause delays. We monitor carrier performance closely and will keep you informed if we become aware of significant delays affecting your order.

If your package appears stalled or is delayed beyond the carrier's published delivery window, our shipping support team will:

• Look up the carrier status and delivery progress.
• Open a carrier investigation if a package is stalled or missing.
• Coordinate with our after-sales team for replacements or refunds if a shipment cannot be completed.
• Keep you updated until delivery is resolved or a refund is issued.

Failed Delivery Attempts

If the carrier attempts delivery and no one is available to receive the package, they will typically leave a notice with instructions for rescheduling delivery or picking up the package from a local facility. If a package is returned to us as undeliverable, we will contact you to arrange reshipment (standard shipping rates may apply) or process a refund for the order total, excluding shipping costs.

Missing, Lost, or Damaged Packages

We understand how frustrating it is when a package goes missing or arrives damaged. Here's how we handle these situations:

• Missing package: If tracking shows your package as delivered but you cannot locate it, check with household members, neighbors, or your building's mailroom. If it's still missing, contact us within 7 days of the delivery date and we'll open an investigation with the carrier.
• Lost package: If the carrier officially declares your package lost, our after-sales team will issue a replacement or refund under this shipping policy.
• Damaged package: If your order arrives with visible damage to the box or its contents, take photos of the box, the label, and the damaged items. Contact us at shipping@coldcache.shop with your order number and photos, and we'll make it right.

Contacting Shipping Support

For any questions or issues related to shipping, delivery, or tracking, our dedicated shipping support team is here to help.

Shipping Support (shipping@coldcache.shop)
Our shipping support team handles:

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

When contacting shipping support, please include your 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. Our team's first response time is within 4 business hours during our service window.

General Customer Support

For questions about placing an order, payment, coupon eligibility, or anything not shipping-related, contact our general customer support team at support@coldcache.shop.

Our support team can help with:

• Answering general questions about placing an order, payment, or account details
• Helping with checkout and coupon eligibility questions
• Routing requests to the correct specialist team
• Providing order status updates and simple modifications
• Linking customers to the storefront's shipping, return, and privacy pages

Service Hours and Response Times

Our customer service window is 8:00 AM to 6:00 PM Pacific Time, Monday through Saturday. Messages received outside these hours or on Sunday are placed in the service queue and answered on the next business day. Order processing continues automatically during off-hours.

Our standard response time for all support inquiries is within 4 business hours during the service window. When you contact us, please include your order number, full name, email used at checkout, and a clear description of your question or issue. For product issues, include photos when possible.

How We Handle Your Inquiry

When you contact us, our team follows a structured process to ensure your issue is resolved thoroughly:

• Log the request in our service tracking system.
• Classify the topic and answer it directly or route it to a specialist.
• Confirm the resolution with you in writing.
• 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.

Shipping Restrictions

We currently ship to addresses within the United States. If you have questions about delivery to your specific area, including Alaska, Hawaii, U.S. territories, or P.O. boxes, please contact our shipping support team before placing your order to confirm availability and any additional considerations.

Returns and Refunds

If you need to return an item, please refer to our Return Policy. In summary, returns are accepted within 30 days of delivery. If a replacement must be shipped due to a lost or damaged package under this shipping policy, the replacement will follow the same shipping timeline as your original order.

Our Commitment to You

Cold Cache operates as an independent, multi-brand specialist retailer, and our service promise is simple: clear support before and after the order. If you have any questions, concerns, or feedback about your shipping experience, we want to hear from you. Reach us at support@coldcache.shop or shipping@coldcache.shop, and we'll take care of you.

— The Cold Cache Team