How can we help?
Quick answers about orders, shipping and using BooBoo Cooler®
- Track my orderSign in with your email to see your order and its tracking.
- My order hasn't arrivedTracking stuck, or marked delivered but not there?
- It isn't coldBooBoo Cooler® has to be frozen first.
- Returns & refunds30-day returns, refunds and exchanges.
Orders & shipping
Where is my order? How do I track it?
When your order ships, we email you a tracking link. Can't find it? Check your spam or promotions folder, or sign in to your account with the email you used at checkout. We email you a one-time code, so no password is needed, and you'll see every order with its tracking.
Most orders ship within 1–2 days, and delivery usually takes 3–7 business days by USPS First Class Mail.
Link to this answerMy tracking hasn't moved, or it says delivered but I don't have it
USPS First Class Mail tracking is basic. It can go several days without a new scan, and it sometimes marks a package delivered a day or two before it actually arrives. A quiet tracking page usually doesn't mean anything is wrong.
If it says delivered, give it a day or two, and check your mailbox, porch, mail room and with your neighbors.
Still nothing 10 business days after it shipped? Let us know with your order number and we'll make it right.
Link to this answerIs it really free shipping?
Yes! Shipping is free on every order.
Link to this answerDo you ship outside the US?
We ship to all 50 U.S. states and U.S. territories. We don't ship internationally yet.
Link to this answerCan I change or cancel my order?
Orders usually ship within 1–2 days, so message us right away with your order number and what you'd like to change. Once an order has shipped it can't be changed, but you can still return it.
Link to this answerUsing BooBoo Cooler®
It isn't cold. What's wrong?
BooBoo Cooler® only cools after it has been frozen. Keep the box in the freezer, so a frozen one is ready the moment a boo-boo happens. Once it's on, it cools for up to 10 minutes.
Link to this answerHow long does it stay cold?
Up to 10 minutes. You can take it off once your child feels better.
Link to this answerCan I reuse it?
No. BooBoo Cooler® is a sterile, single-use bandage: use it once, then throw it away.
Link to this answerCan I use it on a scrape or an open cut?
Yes. It's sterile and filled with purified water only, with no chemicals, so it's safe on scrapes and minor cuts as well as bumps and bruises.
Link to this answerWill it hurt to take off?
No. It's made with a gentle, tear-free silicone adhesive made for little skin. Read about the adhesive.
Link to this answerI have another question about the product
Our FAQ covers what it's good for, how cold it gets, what's inside and safety testing. Still wondering? Ask us.
Link to this answerReturns & refunds
How do I return something?
You can return an order within 30 days of receiving it. Send us a request with your order number before sending anything back. Once we approve the return, we'll email you instructions and a shipping label.
See our refund policy for the details.
Link to this answerWhen will I get my refund?
Once your return arrives and is inspected, we'll let you know. Approved refunds go back to your original payment method within 10 business days. If you haven't received it 15 business days after approval, let us know.
Link to this answerCan I exchange for a different design?
Return the original box, and once the return is accepted, place a new order for the design you'd like.
Link to this answerDiscounts, stores & bulk orders
My discount code isn't working
Some codes only work above a minimum order amount or on certain products, and only one code can be used per order. Check those first. Still not working? Send us the code and we'll sort it out.
Link to this answerWhere can I buy BooBoo Cooler® in person?
Some indoor playgrounds and local pharmacies carry it. The easiest place to get every design is right here on our website, with free shipping.
Link to this answerCan my school, daycare, playground or store order in bulk?
Yes! See Retail Partners to apply for a wholesale account, or contact us about your group.
Link to this answerWe couldn't find an answer for that
Tell us what happened and a real person will get back to you.
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