LAST UPDATED 13 SEPTEMBER 2026

Shipping & returns

Where we ship

We currently ship to addresses within the United States only. We do not ship internationally, and we cannot ship to freight forwarders.

Shipping cost and timing

US shipping is free on every order. Orders typically dispatch within 1–2 business days. Estimated delivery is 7–14 days from dispatch, and a tracking number is issued when your order ships.

Delivery estimates are estimates, not guarantees. Carrier delays, customs processing and address errors can extend them. If your tracking has not updated for 10 business days, email us and we will investigate.

Wrong or incomplete addresses

We ship to the address entered at checkout. Please check it carefully — once an order has dispatched we cannot reroute it. If a package is returned to us as undeliverable, we will refund the order minus any shipping cost we incurred, or reship at your request.

30-day returns

You may return your cooler within 30 days of delivery for any reason. The unit must be in re-sellable condition with all included accessories. To start a return, email support@vialcool.com with your order number and we will issue return instructions.

Refunds are issued to the original payment method once the return arrives and is inspected, typically within 5 business days. Return shipping is the customer's responsibility unless the item arrived damaged or defective, in which case we cover it.

12-month warranty

We warrant the cooler against manufacturing defects for 12 months from delivery. If the unit fails to hold temperature, fails to charge, or arrives damaged, email us with your order number and a short description. We will repair, replace, or refund at our discretion, and we cover shipping on a valid warranty claim.

The warranty does not cover damage from drops, liquid ingress, disassembly, or use outside the documented temperature and power specifications.

Damaged on arrival

Tell us within 7 days of delivery and include photographs of the packaging and the unit. We will replace it at no cost.

Medication is not included

VialCool sells an empty cooling device. We do not sell, supply, or ship medication of any kind, and we cannot advise on how to store yours. Follow the storage instructions issued with your medication and consult your pharmacist or prescriber with any questions about it.