Customer Service

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FAQs:

Frequently Asked Questions

SHOPPING FAQs

Q: I've tried to redeem a coupon, but it says it isn't valid. Any tips?

A: Please verify that all of the coupon's terms and conditions are being met. Some common factors to check include:

• you are within the coupon's valid start date and end date
• you have added all of the required item(s) to your cart (if applicable)
• your subtotal meets or exceeds the minimum required (if applicable)
• your browser is set to accept cookies (see "How to Enable Cookies", at left)



If these tips don't help, please call us at (877) 266-5992 during our business hours or email us anytime -- we're here to help.

Q: I've tried adding an item to my shopping cart, but it says my cart is empty. What's going on?

A: To shop at CoolSets.com, you need to set your web browser to allow cookies. For tips on how to do so, see "How to Enable Cookies", at left.

Q: I've ordered from Cool Sets before but have forgotten my user name and/or password. Can I still order from Cool Sets?

A: Yes, please click the Forgot Your Password? link. After entering your email address, a temporary password will be sent to you.

Q: I'm a returning customer and had an account on your old website, but can't log in using my old password. How can I log in?

A: For added security, you will need to create an account, which you can do during checkout or by visiting the My Account page.

Q: I'd like to purchase a gift certificate for Cool Sets products. Do you offer gift certificates and if so, how can I order them?

A: Yes, we do offer gift certificates and soon you will be able to order gift certificates online. In the meantime, if you'd like to order a gift certificate, please call us at (877) 266-5992.

Q: Can I check out as a guest or do I have to register to order from Cool Sets?

A: Our new website gives you the option to check out as a guest — no registration required — or you can register. By registering, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account, create a Wishlist, and more.

Q: Do you charge sales tax?

A: As required by law, we charge sales tax on orders shipped within Colorado, but no sales tax is charged for other locations.

Q: I live outside the U.S. and would love to purchase your product. Why can't I order on-line?

A: Due to customs regulations in each country, and the high cost of shipping and handling, we are unable to ship outside the United States at this time. If you live in Canada you are welcome to contact our distributor, NikPaul, Inc. at 866-270-0919 or info@nikpaul.com

Q: I don't like to make on-line purchases with my credit card. Can I place an order with you over the phone?

A: Placing an order on-line is the most secure method of purchasing our products. While we are happy to accept phone orders, this method of purchasing is no more secure than using our online store which features Secure Socket Layer (SSL) encryption. During the checkout process, you will notice the URL changes to "https", indicating your information is protected by SSL encryption.




RETAILERS & BOUTIQUES




Q: I can't find a retailer in my area that carries Cool Sets products. Can I purchase from you directly?

A: More and more retailers are carrying our line. Please check our retailer listing at www.coolsets.com/retailers. If you don't find a retailer in your area, you may purchase our products on-line from our online store at www.coolsets.com or through another on-line retailer listed on the same Retailers page.

Q: I am a retailer and would like to receive information about carrying your product in my store. Who should I contact?

A: We would love to speak with you! Please contact our main office at (877) 266-5992.




SALES & DISCOUNTS




Q: Do you ever offer sales, coupons, discounts or specials?

A: Yes, please check the Sale section of our website for our latest specials on discontinued items. From time to time we also offer special discounts to our newsletter subscribers. To receive notification of special sales, coupons and other discounts, please sign up by entering your email address in the "get our newsletter" sign-up field located in the lower border of every page of our website, www.coolsets.com.

SHIPPING & RETURNS

Q: How do you ship your product orders?

A: We ship all of our orders via UPS. If you're a registered customer, you may easily track your order on-line here.

Q: How long does it take to receive my order?

A: We process most orders with 24-48 hours of receipt (excluding holidays and weekends). Depending on where you live, if you selected ground shipping, usually you will receive your order within 5-7 days of the shipping date.

Q: I'd like to have part of my order gift wrapped. Can I do this and is there a charge for this?

A: Yes, you may select specific items to be shipped in a gift box. A Gift Box costs $6 per address.

Q: I'd like to send some of my order to a friend and some to myself. Can I enter multiple shipping addresses on my order?

A: Yes, after you have finished shopping, proceed to your Shopping Cart, then click the "Checkout with Multiple Addresses" link (located just below the Proceed to Checkout button.)

Q: What is your return policy?

A: Please click on the following link to view our Return Policy and instructions.

Q: What is your product warranty policy?

A: Please click on the following link for our product warranty information.

PRODUCT INFORMATION & CARE

Q: Can I get a catalog of your Cool Sets^® pajamas?

A: In order to keep our prices down, we do not produce a consumer catalog. However our entire line is available to view and print, on-line, at www.coolsets.com.

Q: Do you offer Plus Size Sleepwear and Loungewear?

A: Yes, we offer a collection of sleepwear specifically designed for the Plus Size woman. Please see our Plus Sizes collection here.

Q: How do I wash and dry my Cool Sets?

A: Cool Sets can be machine or hand washed. If using a machine, choose the delicate cycle. All Cool Sets products can be put in the dryer (on low) or can be hung dried. Remember to NEVER use Fabric Softeners or Dryer Sheets as these will clog the "pores" of the fabric and will negate the wicking properties of the garment.

Q: Why can't I use fabric softeners or dryer sheets when washing and drying my Cool Sets?

A: Cool Sets pajamas are made from our exclusive CoolBalance^® fabric, a 100% polyester micro-denier moisture wicking fabric. Dryer sheets and fabric softeners leave a residue on the fabric that negates the wicking properties. For more information please visit www.coolsets.com/coolbalance.

Q: I'd like to receive more information and updates regarding your products and specials. How can I sign-up to receive more information.

A: Please visit the our website at www.coolsets.com. Inside the lower border of every page you will find a Newsletter Sign-Up field, where you may enter your email address.

Q: Why don't you sell your products as "sets"?

A: As women, we know that not all women are the same size on the top and bottom. That's why we give you the choice to purchase all of our garments as separates. Say goodbye to too small tops and too big bottoms — you choose the size that is exactly right for you!

Q: Where are your products made?

A: All of our moisture wicking sleepwear and loungewear is made in top quality, high-end "athletic" factories. Some of our garments may have a "made in Canada" hang tag, but now all of our garments are being manufactured in Taiwan.