Shipping policy

Last Updated: July 21, 2026

Every Exoticool product is made to order through our production and fulfillment network. Unlike traditional stocked retail products, production begins after an order is placed.

Please review this policy before completing your purchase.

1. Shipping Destination

Exoticool currently accepts and ships orders only to eligible addresses within the United States.

Shipping availability is determined during checkout. If we cannot fulfill an order to the address provided, we will notify the customer and refund any payment collected for the unshipped order.

2. Production Time

Production generally takes 2–7 business days before an order is transferred to the shipping carrier.

Business days are Monday through Friday, excluding major U.S. holidays. Production may require additional time during holidays, unusually high order volume or circumstances affecting a fulfillment facility.

If we cannot ship an order within the stated production timeframe, we will notify the customer and provide the option to accept the delay or cancel the unshipped order for a full refund.

3. Estimated Delivery Time

Estimated delivery time within the United States consists of:

  • Production: 2–7 business days
  • Carrier transit: 3–7 business days
  • Estimated total: 5–14 business days

Delivery dates are estimates and are not guarantees. Weather, carrier disruptions, holidays, destination accessibility and other circumstances can affect delivery after an order ships.

4. Shipping Charges

Shipping charges are calculated during checkout based on the products ordered, package weight, destination and available shipping service.

The applicable shipping charge will be displayed before the customer completes the purchase.

Original shipping charges are generally non-refundable except under the conditions stated in our Refund Policy or when otherwise required by law.

5. Tracking Information

A shipping-confirmation email containing available tracking information will be sent after an order ships.

Tracking information can require 24–48 hours to begin displaying carrier updates.

Customers are responsible for monitoring tracking and ensuring that the delivery location can safely receive the package.

6. Split Shipments

Items from the same order may be produced by different fulfillment facilities and shipped separately.

If an order is split into multiple packages, the customer may receive separate shipping confirmations and tracking numbers. Separate delivery does not necessarily indicate that an item is missing.

7. Shipping Address Accuracy

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

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

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

8. Delayed, Lost or Missing Packages

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:

  1. Verify the shipping address on your order.
  2. Check around the delivery location.
  3. Ask household members, neighbors or building management.
  4. Contact the carrier using the tracking number.
  5. 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.

Carrier delays are not considered product defects. However, an order confirmed lost or not shipped will be handled under this policy, our Refund Policy and applicable law.

9. Order Cancellations

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

Once an order enters production, it generally cannot be cancelled or modified. Complete cancellation requirements are provided in our Refund Policy.

10. Contact Us

For shipping questions, contact:

Exoticool Merch LLC (DBA Exoticool)
525 East 19th Avenue, Apt 8
Eugene, OR 97401
United States

Email: support@exoticool.com
Phone: (541) 503-8898
Hours: Monday–Friday, 9:00 AM–5:00 PM Pacific Time