Refund policy

Last Updated: July 21, 2026

All Exoticool products are made to order. Please review this policy, product descriptions and applicable size charts before completing your purchase.

1. Made-to-Order Products and Changes of Mind

Except where required by law or expressly stated in this policy, we do not accept returns, exchanges or refunds for:

Changing your mind or buyer’s remorse
Ordering the wrong size or color
Personal style or fit preferences
Accidental orders after production has begun

Please confirm your product, size, color and shipping information before submitting your order.

2. Order Cancellations and Changes

Cancellation or modification requests must be submitted within 24 hours of purchase. A request can be approved only if the order has not entered production.

Once an order has entered production, it cannot be cancelled or modified. Contact us immediately at support@exoticool.com if you need to request a cancellation or change. Submission of a request does not guarantee that it can be completed.

Approved cancellations will be refunded to the original payment method.

3. Damaged, Defective, Misprinted or Incorrect Items

If your order arrives damaged, defective, misprinted, incorrect or significantly different from what you ordered, contact us within 30 calendar days of delivery.

Include:

Your order number
A description of the problem
Clear photographs showing the item and issue
Photographs of the packaging and shipping label when relevant

Please keep the product and its packaging until the claim has been resolved.

After reviewing the claim, we may provide a replacement at no additional cost, issue a refund to the original payment method or offer another appropriate resolution. Remedies required by applicable law are not limited by this policy.

4. Authorized Returns

Returns are accepted only when authorized in writing by Exoticool as part of an approved claim.

Return locations vary by fulfillment partner. If a return is required, we will provide the correct address and instructions.

Do not mail products to our Oregon business address unless Exoticool specifically instructs you to do so. Unauthorized returns might not be received or refunded.

5. Refund Processing

Approved refunds are submitted to the original payment method. After Exoticool submits the refund, your bank or payment provider may require 5–10 business days to post it to your account.

Original shipping charges are generally non-refundable unless:

Exoticool or its fulfillment partner sent an incorrect product
The product arrived damaged, defective or misprinted
The order was cancelled before shipment
A refund of shipping charges is otherwise required by law

6. Delayed, Lost or Missing Packages

Production generally takes 2–7 business days. If we cannot ship your order within the stated production timeframe, we will notify you and provide the option to accept the delay or cancel the unshipped order for a full refund.

Carrier delivery dates are estimates and are not guaranteed. If tracking stops updating or a package appears lost in transit, contact us so we can investigate with the carrier and fulfillment partner.

If tracking shows that a package was delivered but you cannot locate it:

Check around the delivery location.
Ask household members, neighbors or building management.
Contact the carrier using the tracking number.
Contact Exoticool within 30 days of the recorded delivery date if the package remains missing.

Replacement or refund eligibility will be determined after reviewing the tracking information and investigation results.

7. Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address.

If you discover an address error, contact us immediately. Address changes are not guaranteed after an order enters production or fulfillment.

If an order is returned because the customer provided an incorrect or incomplete address, additional shipping charges may apply before it can be shipped again.