Dear Customer, we are currently experiencing an unusually high volume of customer care inquiries. Due to COVID health protocols, we have limited staff on hand and cannot take calls. Please send us an email at firstname.lastname@example.org and we will reply in the order it is received. Thank you for your trust and understanding as we navigate thru this unprecedented time.
Coolibar Sun Protective Clothing is dedicated to providing our customers with superior service. Let us know how we can improve your shopping experience, or ask a specific question about your order by contacting us:
2401 Edgewood Avenue South
Minneapolis, MN 55426
Attention: Customer Care
Frequently Asked Questions
Q: How do I modify or cancel my order?
A: Unfortunately, due our warehouse processing system, we are unable to cancel or modify an order after it has been submitted. In the event that this occurs, you will need to return the item back to Coolibar to receive a refund. Find out more about returns here.
Q: Why do I need to provide my email address when I check out?
A: Coolibar is an online retailer, and like other online retailers, you are required to provide a valid email address when checking out. We use your email address to send email confirmations with your order details and to provide further communications regarding shipping status. In some cases, we will email a customer if there is a problem with their order (problem with credit card, item not in stock, etc.) If you have an active account, your email address is used as your personal user log in to identify who you are.
Q: I didn't receive an order confirmation. What should I do?
A: Sometimes our confirmation emails end up in your spam or junk email folder, this should be the first place you look. If this happens you will need to make Coolibar an approved sender to your email account. If you still cannot find your email order confirmation please call us at 1-800-926-6509 or email email@example.com.
Q: How come my credit card was declined, but the charge is showing as “pending” on my credit card account?
A: The "charges" that are appearing on your card account are pre-authorization holds. They are not charges; however your card company may be temporarily holding those funds. Your card may have declined for one of the following reasons:
1. Your BILLING address entered does not exactly match the BILLING address that your card company has on file (this does not apply to the Shipping address)
2. Your card company is declining your transaction because of insufficient funds or another reason from your card company.
Please contact your card company to release any pending holds from Coolibar if you have experienced either of the reasons above. Coolibar has no control of releasing authorized funds on your account, particularly debit card funds.
Q: Why can't I exchange an item?
A: In order to process your order refund faster, Coolibar is no longer accepting exchange orders. You may place a new order via our website or call toll-free at 1-800-926-6509. All returns will be credited to the original method of payment.
Q: I forgot my account login information; how do I recover it?
A: To reset your account password, you will need to enter your email here. You should receive an email at that address with instructions on how to change your password. If you do not receive an email it means you are not in our system. Either try a different email address or set up a new account here
Q: I have a promo code that I would like to use, so what do I do with it?
A: If you have a promotional code that you would like to use, you have 2 chances at entering it. Look for the Apply Discount Code field on the "View and Edit Cart" page, or while checking out. Please note that we only accept one promo code at a time. Depending on the code you have, there may be limitations such as no third party brand names included, minimum purchase required, applies to sale items only, etc. If you have questions read the details or email firstname.lastname@example.org
Q: Do you sell gift certificates?
A: Unfortunately we are unable to issue gift certificates due to a recent system change. We are sorry for this inconvenience, and we hope to reinstate our program in the future. If you have an existing gift certificate and would like to redeem it, please call our customer care team at 1-800-926-6509.
Q: I want to use my tax exempt status. What do I do?
A: If you are a customer making a sales tax-exempt purchase, you will need to provide your valid tax exemption certificate to Coolibar prior to making your order. Please send your valid tax exemption certificate via email to email@example.com. You will be notified once the certificate has been registered in our system. This registration process must be completed annually.
Q: What are "cookies" and why are they following me?