Shipping & Returns

Shipping

For VeRelief Mini

• Shipping is free for all VeRelief product orders delivered in the USA.
• VeRelief Mini will ship within two (2) business days of purchase. We fulfill orders from Monday to Friday in the sequence they are received. 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 (carrier processing can impact this timeframe).
• Expedited shipping is available on domestic orders for an additional cost. The additional price is calculated by the shipping carrier. 
• 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.

International Shipping

• We currently only ship to the United States, Canada, and Australia. 
• 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. 
• 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 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.
• VeRelief Prime units ship will ship within two (2) business days of purchase. 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 (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.

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 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 you. 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 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 sender.

In order to be eligible for a full refund, you must return the product with at least 4 jars of sealed and unopened VeRelief Mini Gels and 3 jars of sealed and unopened VeRelief Prime Gels. Please note, if the device is returned with additional jars that have been opened, there will be a $15 deduction from the full refund amount for each opened VeRelief Mini jar, and a $50 deduction for each opened VeRelief Prime jar. 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. Once a refund has been issued it may take up to 10 days for the payment to be reflected on your payment account. 

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

To return your product, you should mail your product to:

Please reference your name and order number on the return label.

Please note when returning items, there is no need to request a signature upon delivery. Ensuring that your return shipment does not require a signature will facilitate a smoother and quicker return process, increasing the likelihood of successful delivery to our facilities.

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

Product Orders: orders@hoolest.com

Customer Support: support@hoolest.com