Return & Exchange Policies

We want you to be completely satisfied with any product you purchase from us. If for any reason you're not, please give us a call at 855-232-7233 and we'll make it right!

Exchange Procedure

If you need a different size UnderCool, you may exchange the product in its unused, original condition within 30 days of purchase date as stated in your receipt.
To exchange an UnderCool size:
    1. Please call us at 855-232-7233 to obtain a Returned Goods Authorization number (RGA).
    2. Please keep all of your cooling packs. They will be compatible with your new UnderCool, and this helps to keep the cost of shipping low. 
Please return the UnderCool only along with your receipt to: 
        Thermapparel LLC.
        125 Tech Park Dr, #1100
        Suite 2130
        Attn: Exchange
    4. Please mail the UnderCool back to us via the most convenient and cost-effective method for you (US Mail, Fed Ex, or UPS). Please include your receipt and indicate your desired vest size.
    5. Our staff will evaluate the quality of the returned UnderCool; if it is in new, excellent condition, we will send your new UnderCool promptly. We are typically able to process your exchange within 2 - 3 business days from the day we receive the returned product. If you have any questions, please call our customer service at 855-232-7233.

Return Procedure

If for any reason you find a product unsatisfactory, you may return the product in its unused, original condition, including all components and packaging, within 30 days of purchase date as stated on your receipt for a full refund of the amount paid. Shipping charges are not refundable. 
To return your UnderCool:
    1. Please call us at 855-232-7233 to obtain a Returned Goods Authorization number (RGA).
    2. Wrap the package securely in its original packaging. Product must be in "like new" condition (unused, no odors such as cigarette smoke, deodorizers or perfumes, no marks or tears, etc.).
    3. Please return the UnderCool, including all components and packaging, along with your receipt to: 
        Thermapparel LLC.
        125 Tech Park Dr, #1100
        Suite 2130
        Attn: Return
    4. Please mail the UnderCool back to us via the most convenient and cost-effective method for you (US Mail, Fed Ex, or UPS). Please include your receipt and indicate your reason(s) for your return (i.e., did not fit, did not meet expectations, etc.) on your packing slip. We appreciate your feedback!
    5. Our staff will evaluate the quality of the returned UnderCool; if it is in new, excellent condition, we will refund your purchase promptly. We are typically able to process your return within 2 - 3 business days from the day we receive the returned product. If you have any questions, please call our customer service at 855-232-7233.

Damaged Product Procedure

Please contact us if your product is received damaged or defective and we will make it right! If your product is received damaged in shipping, keep all packing materials and report the damage to our Customer Service at 855-232-7233. We will replace your product right away.
If you received a damaged Undercool garment:
    1. Please call us at 855-232-7233 to obtain a Returned Goods Authorization number (RGA).
    2. Please keep all of your cooling packs. They will be compatible with your new UnderCool, and this helps to keep the cost of shipping low. 
    3. Please return the UnderCool only along with your receipt to: 
        Thermapparel LLC.
        125 Tech Park Dr, #1100
        Suite 2130
        Attn: Damages
    4. Please mail the UnderCool back to us via the most convenient and cost-effective method for you (US Mail, Fed Ex, or UPS). Please include your receipt and indicate your desired vest size.
    5. Our staff will send you a new UnderCool as soon as we receive the returned product. If you have any questions, please call our customer service at 855-232-7233.
If you received a damaged cooling pack:
    1. Please call us at 855-232-7233 to obtain a Returned Goods Authorization number (RGA).
    2. Please keep your UnderCool garment and all of your undamaged cooling packs, this helps to keep the cost of shipping low. 
    3. Please return the damaged cooling pack(s) only along with your receipt to: 
        Thermapparel LLC.
        125 Tech Park Dr, #1100
        Suite 2130
        Attn: Damages
    4. Please mail the damaged cooling pack(s) back to us via the most convenient and cost-effective method for you (US Mail, Fed Ex, or UPS). Please include your receipt and indicate the damaged area.
    5. Our staff will send you new cooling pack(s) as soon as we receive the returned product. If you have any questions, please call our customer service at 855-232-7233.

Product Repairs

We want you to be completely satisfied with any product you purchase from us. Please read our product warranties here.  If you encounter a problem with your product that falls within our warranty we will repair or replace the product free of charge.
To obtain warranty service:
    1. Please call our Customer Service at 855-232-7233 to obtain a Returned Goods Authorization number (RGA). 
    2. Please return the product  along with your receipt to: 
        Thermapparel LLC.
        125 Tech Park Dr, #1100
        Suite 2130
        Attn: Warranty
    3. Please return the product along with your receipt. Please include your phone number, any correspondence, and an explanation of the problem. 
    4. Upon receipt, we will determine cause of failure and will repair or replace (at our discretion) your product and return it to you, postage paid.