OUR SHIPPING POLICY

We know that for our customers to have the best experience, they need to get their items quickly and cost-effectively. Our order processing and warehouse teams work together to process and ship your order as efficiently as possible. 

Orders placed after 1 p.m. EST will begin processing the following business day. We do not process or ship orders during the weekend. 

 During normal business, please allow 1–3 business days for processing. During sales, please allow 2–4 business days for processing. Shipping takes 1–6 business days for shipping depending on where you are located.

Please note: Refusal of any shipment will incur a 50% restocking fee.

ABOUT FREE GROUND SHIPPING

In order to provide the best experience, we provide free ground shipping within the contiguous United States for every order. We use FedEx Ground, UPS Ground, USPS First Class or USPS Priority for our free shipping. Due to the added cost of freight shipping, we are not able to offer free shipping to Alaska, Hawaii or other United States territories, although we do offer expedited shipping to these areas, as well as within the contiguous United States.

FedEx Shipping Map

SHIPPING HOLIDAYS + WEEKENDS

We will not be shipping or deliver on the following dates in 2020. Please note shipping estimates will begin the following business day.

New Year's Day: January 1–5
Memorial Day: May 25
Labor Day: September 7
Thanksgiving: November 26–27
Christmas: December 24–25
New Year's Eve: December 31–January 1, 2021

All orders placed on or after 1 pm EST on Friday will begin processing on the following business day.

TRACKING YOUR ORDER

Once your order leaves our warehouse, a tracking number will be emailed to you. Tracking codes may take a few hours to activate.

BACKORDERED ITEMS

If an item is out of stock you will be contacted as soon as possible. You will have the option of waiting for the back ordered item, splitting the shipment and having all the in-stock items sent immediately, choosing a replacement item or canceling the back ordered item.

LOST OR STOLEN PACKAGES

If you believe your package has been lost or stolen, please check your tracking number for the most recent shipping status. If your order has been marked as delivered, please check with your neighbors to ensure they did not receive your package. Allow 24 hours after your shipping status is marked as delivered before reaching out to sayhello@EliteCooler.com. Packages are occasionally mismarked as delivered during shipping or marked as delivered before they actually are.

If your package does not show up in the next 24 hours and you believe that your package has been lost by the carrier, we will file a claim for the missing package. This process can take up to 7 days (not including redelivery time). We will require a signature upon delivery of the replacement, so please plan accordingly.

If your package does not show up in the next 24 hours and you believe your package has been stolen, we will require that you file a police report for the missing package. We will send out a replacement once we have received a copy of the police report. We will require a signature upon delivery of the replacement, so please plan accordingly.

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OUR RETURN POLICY

• Unused and in original condition items are returnable within 45 days after the purchase date.
• Non-warranty related items that are approved for return will be issued a refund once the product has been returned to our facility, minus a restocking fee up to 20%.
• Restocking fees cover the shipping costs to and from our facility.
• Please note: Refusal of any shipment will incur a 50% restocking fee.
• Select items during the dates of 11/15/19 - 12/31/19 are returnable within 60 days after the purchase date. 

Start a return here.

LATE OR MISSING REFUNDS (IF APPLICABLE):

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sayhello@elitecooler.com.

*If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.