How to return an item from your order
Orders for our products are processed through our retail partner. The steps to return any cold pack or mask start directly on your original order page.
Start by opening the order list on the site where you bought the product. Select the specific item you want to return, then follow the instructions on screen. That platform handles the return labels and the entire return route for your order.
Every time frame and condition for returns is set by the retail partner and displayed on the item listing. We design the cold packs and choose the fabrics, but the retail platform manages the intake rules and return timelines for each shipment.
Do not send parcels to the postal address printed in our website footer. That location is only a mailing address for letters and cannot receive returned packs or restock items to inventory shelves.
Take clear photos if your gel compress or cold therapy machine arrives damaged. Adding those images directly to your return case on the retail partner site helps document the condition right away.