Shipping and Returns Policy
SHIPPING & RETURNS
Shipping
International Shipping
We currently only ship to the United States, Canada, Australia, and the United Kingdom. For international orders, we are unable to provide free shipping. Please note that the recipient of an international shipment may be subject to import taxes, customs duties, and fees, which are imposed once a shipment reaches the recipient’s country. Any such taxes, duties, or fees are to be paid separately by the buyer. Orders are declared at the retail value of the items, not discounted prices. Hoolest has no way of currently predicting import fees, which may be substantial depending on the number of items purchased. Customers should monitor their emails for attempted contact from the respective carriers they selected at checkout for communication on import fees, delivery delays, and other important information. Carriers may also update the tracking page with links to the import fee amount. Questions about the amount being charged should first be directed to the carrier, not Hoolest.
International shipments are sent using DHL/UPS and are shipped in the order in which they are received. Shipments to any country typically take between 4-10 days to receive. If packages are ever delayed or tracking does not update for a prolonged period of time (1 week+), customers should first attempt to contact the respective shipping courier, not Hoolest. Once we provide the package to UPS, DHL, USPS, FedEx, etc., we no longer control the timeframe or handling of the product. Should the carrier inform the customer that a claim is required or the shipper should assist, customers are then advised to contact us with what steps were taken. If you have any other questions, please reach out to us at support@hoolest.com.
For VeRelief Prime
Shipping is free for all VeRelief Prime orders delivered in the USA. You will receive an email with a tracking number as soon as your device has shipped. Domestic shipments are sent via UPS ground. Domestic shipping times vary; orders typically arrive within 3-5 business days from the time of fulfillment (carrier processing can impact this timeframe). Expedited shipping fees are not available at this time.
Any shipment within the USA that was shipped correctly but is subsequently refused by the recipient, unable to be delivered with the customer-supplied address, or returned to our warehouse will incur a flat $20 fee per item for shipping/warehousing/receiving charges. Any international returned shipment will incur a $35 fee per item, and the shipping fees are non-refundable.
Buyer has ten (10) days after delivery to report the receipt of a damaged item. Damages during shipping are rare, but they do happen. Hoolest is not responsible for damages reported to us after this 10-day period.
If a package is marked as delivered and is not there when you go to pick it up, here are the following steps. If you paid for insurance protection at checkout contact us so we can send out a replacement device that requires a signature. If you did not pay for the insurance protection at checkout you will need to file a claim with the responsible shipping courier.
For VeRelief Gels
Customers must pay a flat shipping fee for VeRelief Gels re-orders unless the order totals $49.95 and above. VeRelief Gels will ship within two (2) business days of purchase. You will receive an email with a tracking number as soon as your order has shipped. Domestic shipments are sent via UPS ground. Domestic shipping times vary; orders typically arrive within 3-5 business days (carrier processing can impact this timeframe). Expedited shipping fees are not available at this time.
Any shipment within the USA that was shipped correctly but is subsequently refused by the recipient, unable to be delivered with the customer-supplied address, or returned to our warehouse will incur a flat $10 fee per item for shipping/warehousing/receiving charges. Any international returned shipment will incur a $20 fee per item, and the shipping fees are non-refundable.
Buyer has ten (10) days after delivery to report the receipt of a damaged item. Damages during shipping are rare, but they do happen. Hoolest is not responsible for damages reported to us after this 10-day period.
Returns
Refund Policy
Hoolest offers a 60-day trial of all products. The 60-day trial period commences upon the customer’s receipt of the product as verified by the shipping tracking link. If you are not satisfied with your purchase, you can return it in the original packaging within 60 days after receiving it for a full refund. Return shipping is paid for by the customer. We require that returns be sent back in the original packaging to prevent damage in transit. When returning a VeRelief, please remove and dispose of any used gels from the device before returning. To increase the speed of returns, please write/indicate on your product box your order number and indicate on the packaging that the product is for return.
You shall retain the tracking information to provide proof of delivery to Hoolest Performance Technologies. Hoolest is not liable for lost or damaged return shipments, and we reserve the right to charge for any damages you caused to the product. Any expedited shipping or international shipping costs are non-refundable. If the returned product is damaged in any way or returned in an unusable condition, the shipment will be refused and returned to the sender.
In order to be eligible for a full refund, the product must be returned in its original packaging and in like-new and good physical condition. Hoolest retains the right, at its sole discretion, to either refuse delivery of such return or only provide a partial refund. Once we have received your item, we will issue a refund within 3 business days. Credit will be applied to the form of payment used for the original purchase, and a $10 fee will be withheld to cover online-store refund payment processing fees. This only applies to orders placed on July 29th and onwards. Once a refund has been issued, it may take up to 10 days for the payment to be reflected on your payment account.
Limitation on 60-Day Money Back Guarantee: First Unit Purchase Only: Please be aware that our 60-day money-back guarantee is applicable exclusively to the first unit purchased from Hoolest Performance Technologies. This guarantee is intended to provide you with the confidence to experience our products without risk. However, it does not extend to additional units purchased, regardless of the product type or category.
No Renewal for Subsequent Purchases: It is important to note that new purchases do not initiate a new 60-day return period. This means that any additional units purchased from Hoolest, whether as upgrades, replacements, or standalone purchases, are not covered by the 60-day money-back guarantee. This policy ensures the sustainability of our return practices while still providing a generous trial period for our first-time customers.
Product Exemption from 60-Day Return Policy
Exemption of 90-Day Supply of Rehydration Solution/Big Jar of Solution: Our 60-day return policy does not apply to the 90-day supply of rehydration solution or any big jar of solution once they have been opened. Due to the nature of these products, returns are not feasible once the seal is broken. This policy is in place to ensure the highest standards of product quality and hygiene. However, if your jar of rehydration solution remains unopened and in the original sealed condition, they are eligible for return within the 60-day period, in line with our general return policy.
For VeRelief Gels
We only accept unopened and unused VeRelief Gel jars. All gels must be sealed within the original clear jar in order to be eligible for a refund.
Hoolest is unable to process returns if you purchased from an authorized reseller. Please contact your reseller if you wish to return your product.
Returns for Products Purchased Using Rewards Points
If you are returning a product that was purchased using a discount from redeemed Rewards Points, then you will receive a refund of the total dollar amount you paid for that product. If you purchase a second product using Rewards Points from an original product purchase and you decide to return the original product (within the 60-day refund window), the total discount you received from the second product purchase will be withheld from the total refund amount on the original product purchase.
Return Shipping
For FedEx, UPS, DHL, and Other Carriers:
To return your product using carriers like FedEx, UPS, DHL, and others, please use the following address:
Hoolest Performance Technologies
5115 N 27th Ave
BLDG 66
Phoenix, AZ 85017 United States
Special Note for Returns via USPS: Due to recent route adjustments by the United States Postal Service (USPS), the addresses they deliver to have changed. Therefore, for returns specifically using USPS, please send your product to the following alternate address:
Hoolest Performance Technologies
3300 W Camelback Rd
BLDG 66
Phoenix, AZ 85017 United States
Please reference your name and order number on the return label. For both addresses, no RMA is required, and there is no need to request a signature upon delivery. This helps facilitate a smoother and quicker return process. Once your return reaches our warehouse, please allow up to 48 hours for the return to be processed. Be aware that returns are processed exclusively on business days. If you have not received a return confirmation email within 48 hours of the time your package was delivered, please reach out to support@hoolest.com for assistance.
Shipping can sometimes be affected by unforeseen weather conditions and emergencies. In such cases, it is the responsibility of the customer to follow up and coordinate with the applicable shipping carrier to reschedule or track their shipment. We encourage our customers to actively engage in getting their package delivered. Please note that Hoolest will not cancel orders or issue refunds prematurely due to shipping delays caused by these external factors. However, if the courier service officially declares the package as lost, Hoolest will initiate a claim process with the carrier. We appreciate your understanding and cooperation in these circumstances, as we strive to ensure that your orders reach you as swiftly and safely as possible.
Damages
Buyer has ten (10) days after delivery to report a receipt of a damaged item. Please inspect your product carefully and report any damages within the 10-day period to our support team at support@hoolest.com. Hoolest is not responsible for damages reported after the 10-day period. We require photo and video proof of receiving a product that is damaged so that we can address the issue with the shipping company.
Refunds
Once your return is received and inspected, you will be sent an email to notify you that the item has been received. If the refund is approved, the refund will be processed and a credit will automatically be applied to your original method of payment. Refunds take up to 10 days to appear on your account.
To expedite your return process, we strongly encourage including the original packaging slip inside the return package. This will help us quickly identify your order and process your return more efficiently, ensuring a faster refund process.
Exchanges
Items will be replaced if they are defective or damaged, subject to the damages proof requirements, meaning we will require photo and video proof of receiving a product that is damaged. If you need to exchange the item for the same item, you must send an email to support@hoolest.com requesting the exchange.
Contact Us
Monday - Friday: 9:00 am - 5:00 pm MST
Date of Last Update: July 29th, 2024
Product Orders: orders@hoolest.com
Customer Support: support@hoolest.com