Shipping and Returns Policy

Shipping

International Shipping

We currently ship to the United States, Canada, Australia, and the United Kingdom. For international orders, free shipping is not available, and import taxes, customs duties, and fees may apply upon reaching the destination country. These fees are the buyer's responsibility. Orders are declared at their retail value, and Hoolest cannot predict import fees.

International shipments use DHL/UPS and generally take 4-10 days. Once shipped, Hoolest is not responsible for carrier delays or issues. If there are problems, contact the shipping courier first; for further assistance, you can reach us at support@hoolest.com.

Handheld VeRelief Models (Prime & Reset)

Shipping is free for VeRelief Prime orders within the USA. Orders typically arrive in 4-6 business days via UPS Ground.

VeRelief Gels

Shipping fees apply to re-orders unless your order totals $49.95 or more. Orders ship within two business days, with domestic delivery estimated at 3-6 business days. Buyers must report any damages within 10 days.

Expedited & Express Shipping (USA Only)

We now offer expedited and express shipping options within the USA. Shipping charges will be determined based on destination and package size & weight. Expedited and priority orders placed before 10 am MST will ship out the same day, while those placed after 10 am MST will ship out the following business day.

Order Fulfillment

Orders are fulfilled within 1-2 business days and are not processed on weekends or holidays.

Once your order is confirmed, it will be fulfilled, and you will receive an email confirmation once it ships. Orders are processed Monday through Friday, excluding major holidays. Orders placed on Saturday and Sunday will be processed on the following Monday or Tuesday. Tracking details will be emailed to you once your order ships.

Lost or Stolen Packages

If a package is marked as delivered but cannot be located, customers with insurance protection should contact us for a replacement. Without insurance, file a claim directly with the courier.

Returns

Refund Policy

Hoolest offers a 60-day trial for all products starting from the delivery date. To qualify for a full refund, products must be returned in original packaging and like-new condition. Return shipping is the customer's responsibility. Damaged products or those missing packaging may only receive a partial refund or be refused.

Refunds are processed within 3 business days of receipt. Credit is applied to the original payment method, and a $10 fee covers processing. Refunds may take up to 10 days to reflect in your account.

RTS (Return to Sender) Packages: If a package is returned to Hoolest due to address issues or other customer-related reasons, customers who choose not to have the package reshipped will incur a flat fee of $20 for domestic shipments and $30 for international shipments. Exceptions may apply and are subject to management approval.

If a customer wishes to have the package resent to their shipping address on record they will be responsible for the estimated shipping cost. 

Package Intercept Requests: If a customer requests a shipping courier intercept if available and we are successful in getting the package intercepted and returned to Hoolest. The quoted intercept fee will be subtracted from the refund amount in addition to the $10 restock fee. 

Limitations on Money-Back Guarantee

The 60-day money-back guarantee applies only to the first unit purchased. It does not extend to additional units, regardless of product type.

Products such as the 90-day supply of rehydration solutions and any "Big Jar" solutions are exempt from returns once opened. Unopened products may be returned within 60 days.

Extended Return Window: Returns requested beyond the 60-day period but within a 90-day window will incur a $15 restocking fee rather than the standard $10. Returns beyond 90 days require management approval.

Return Address

FedEx, UPS, DHL, etc.:
Hoolest Performance Technologies
5115 N 27th Ave, BLDG 66
Phoenix, AZ 85017, United States

USPS (or International Equivalent):
Hoolest Performance Technologies
3300 W Camelback Rd, BLDG 66
Phoenix, AZ 85017, United States

Include your name, order number, and return slip in your package. Returns are processed within 48 hours of receipt during business days.

Damaged Items

Please inspect your product upon receipt and report damages within 10 days by emailing support@hoolest.com with photo or video proof.

Refunds and Exchanges

Refunds are applied to the original payment method within 10 days after approval. To expedite the process, include the original packaging slip with your return. Items that are defective or damaged can be exchanged; please contact support@hoolest.com to request an exchange.

Contact Us

Customer Support: support@hoolest.com
Product Orders: orders@hoolest.com
Business Hours: Monday - Friday, 9:00 am - 5:00 pm MST

Last Update: November 2024