Shipping policy

Shipping

International Shipping

  • We ship to the United States, Canada, Australia, and the United Kingdom.

  • Free shipping is not available for international orders.

  • Import taxes, customs duties, and fees may apply (buyer’s responsibility).

  • Orders are declared at retail value; Hoolest cannot predict import fees.

  • Shipped via DHL/UPS; delivery in 4-10 days.

  • Hoolest is not responsible for carrier delays; contact courier first for issues.

Handheld VeRelief Models (Prime & Reset)

  • Free shipping within the USA.

  • Orders typically arrive in 4-6 business days via UPS Ground.

Hoolest Pro

  • Free shipping within the USA for the Limited Founder's Edition.

  • Batch 1 orders begin shipping in Summer 2025.

  • Tracking details provided once shipped.

VeRelief Gels

  • Shipping fees apply to re-orders unless order total is $39.95 or more.

  • Ships within two business days.

  • Domestic delivery: 3-6 business days.

  • Damages must be reported within 10 days.

Expedited & Express Shipping (USA Only)

  • Available for USA orders; cost based on destination & package size/weight.

  • Orders placed before 10 am MST ship same day; after 10 am MST ship next business day.

Order Fulfillment

  • Orders fulfilled within 1-2 business days (excluding weekends/holidays).

  • Tracking details emailed upon shipment.

Holiday Shipping Policy

  • Expect temporary shipping delays due to increased demand and holidays.

  • Orders placed during holidays ship on the next available business day.

  • Place orders early to avoid delays.

Gel Tips Monthly Subscription Policy

Subscription Start & Billing

  • Subscription starts the month after sign-up.

  • Recurring billing date matches initial subscription date.

Billing & Shipping

  • Monthly charge at a discounted rate.

  • Customizable quantity.

  • Shipping fee applies to each order.

Managing Subscription

  • Pause or suspend if you have sufficient gel tips.

  • Manage status via online account.

Cancellation

  • Cancel anytime by emailing support@hoolest.com before the next billing date.

  • Subscribing means agreeing to these terms.

Lost or Stolen Packages

  • If marked as delivered but missing, contact us if insured; otherwise, file a claim with the courier.

Returns & Refunds

Refund Policy

  • 60-day trial for all products.

  • Returns must be in original packaging and like-new condition.

  • Return shipping is the customer's responsibility.

  • Damaged or incomplete returns may receive partial refunds or be refused.

  • Refunds processed within 3 business days; may take up to 10 days to reflect.

  • $10 processing fee deducted from refund.

Return to Sender (RTS) Packages

  • RTS due to incorrect addresses incur a fee:

    • $20 for domestic shipments

    • $30 for international shipments

  • Customers choosing reshipment must cover estimated shipping costs.

Package Intercept Requests

  • If an intercept is requested and successful, the intercept fee is deducted from the refund along with a $10 restock fee.

Money-Back Guarantee Limitations

  • Applies only to the first unit purchased.

  • Hoolest Pro returns must include all accessories.

  • 60-day trial starts from delivery date.

  • Opened rehydration solutions & "Big Jar" solutions are non-returnable.

  • Unopened items returnable within 60 days.

  • Extended return window:

    • Returns requested after 60 days but within 90 days incur a $15 restocking fee.

    • Returns beyond 90 days require management approval.

Return Address

For FedEx, UPS, DHL, etc.:

Hoolest Performance Technologies 5115 N 27th Ave, BLDG 66 Phoenix, AZ 85017, United States

For USPS (or International Equivalent):

Hoolest Performance Technologies 3300 W Camelback Rd, BLDG 66 Phoenix, AZ 85017, United States

  • Include your name, order number, and packing slip.

  • Returns processed within 48 hours of receipt during business days.

Damaged Items

  • Inspect product upon arrival and report damages within 10 days.

  • Email support@hoolest.com with photo or video proof.

Refunds & Exchanges

  • Refunds issued to the original payment method within 10 days of approval.

  • Include the original packaging slip for faster processing.

  • Defective or damaged items eligible for exchange—contact support@hoolest.com.

Holiday Returns & Warranty Processing

  • Processing delays may occur during holiday periods.

  • Returns and warranty requests submitted during holidays are processed on the next available business day.

  • Initiate returns or warranty requests early to avoid delays.

Contact Us

Last Update: March 2025