Customer Service Information

Customer Service Specialist

1-888-503-3361

Monday-Friday

9:00 am - 6:00 pm EST

SHIPPING INFORMATION

Standard Shipping

Orders received by Cooler Picnic are typically sent either by FedEx or U.S. Postal Service. Please refer to the individual product you are purchasing for shipping times. Standard Shipping typically takes between 5 - 7 business days depending on your location.

Customers Outside the Continental U.S.

If you wish to ship something outside the continental U.S., you must contact us for a shipping quote. You must have the name and product code of the item you wish to purchase as well as a full shipping address ready when you call or e-mail. We cannot give you a quote without this information. The customer is responsible for any duties, fees or taxes imposed by the receiving country.

*Additional charges may apply for products over 150 lbs. requiring truck or freight delivery. See the Truck Delivery section for details.

Same Day Shipping

'Same Day Shipping' indicates that an item is in stock in our warehouse and will ship the same day you order it, provided your order is placed prior to 2pm EST. Please note that 'Same Day Shipping' does not mean that your order will arrive at your shipping destination the same day you order it.

Truck Delivery

Due to the weight and size of many large or heavy items they must be sent via independent freight carriers. Here are a few things to note.

• If you require any type of special delivery for large items please let us know at the time of ordering. There may be additional charges for items such as lift-gates, special size truck, etc. A lift-gate is a mechanism on the truck that lowers your shipment from the truck bed to the ground, which is required if you do not have a forklift or loading dock. We will contact you before shipping if additional charges will apply.
• The trucking service will contact you 1-2 days before delivery to schedule the delivery time. If you make an appointment with a trucking company please be aware if you are not there to accept delivery a redelivery fee may be charged by the trucking company and it is not the responsibility of Specialty Living.
• Please be there to sign for the delivery and inspect the item for potential damages.
• The delivery driver will deliver your items curbside of your home. They are not responsible for taking the product onto your driveway or into your home. Therefore, moving the item from curbside may require your assistance. You can always ask the driver to assist you and they may but they are not required. Special services are the responsibility of the customer, we do not pay for any storage fees that the trucking company may charge if you do not take immediate delivery of your item. White Glove service may be available in some areas by some trucking companies. If White Glove service is arranged it is the responsibility of the customer. Any reconsigning (changing of original shipping address) of shipments is not the responsibility of Bajeez LLC and any fees are the responsibility of the customer.
• Very heavy items will require a forklift to move them from the curbside to their permanent location. You can contact a local contractor or landscaper to help you with this.
• Please be aware that the delivery can NOT BE REFUSED for any reason. Refusal of delivery will result in customer incurring all shipping and or redelivery cost of the delivery. If you suspect any damage upon delivery please mark the bill of laden - SUBJECT TO INSPECTION, so any issues may be corrected or parts replaced. Please contact our office immediately to report any damages or issues.

Expedited Shipping Policy

Any additional charges for Expedited Shipping will NOT be refunded on shipments that are delayed due to causes beyond UPS's control, including but not limited to the following:

• The nature of the shipment, defect, or inherent vice of the product;
• Failure of the Shipper or Consignee to observe any term contained in these Air Freight Terms, including but not limited to improper or insufficient packaging, securing, addressing or marking of any shipment, including omission of, or provision of, an incorrect Consignee address or ZIP code on the Air Waybill, providing insufficient information, or the Shipper's failure to follow any term related to shipments that are not acceptable for transport.
• Acts of God, weather conditions, environmental or hazardous goods incidents, perils of the air, public enemies, public authorities acting with actual or apparent authority, acts or omissions of customs officials or similar authorities, the application of security regulations imposed by the government or otherwise applicable to the shipment, authority of law, quarantine, riots, strikes or other labor disputes or disturbances, civil commotions or hazards incident to a state of war, local or national disruptions in ground or air transportation networks or systems due to events beyond our control, disruption or failure of communication and information systems, disruption or failure of utilities, or other circumstances beyond our control (hereinafter referred to collectively as "Force Majeure Events").
• Compliance with laws, government regulations, orders or requirements, or any cause beyond our control.

The following shipments are not eligible for Guaranteed Service:

• Shipments destined for delivery in locations outside the service area for Next Day Air Freight or 2nd Day Air Freight.
• Shipments referenced in Section 21 SHIPMENTS NOT ACCEPTED.
• The guarantee for on-scheduled delivery for Next Day Air Freight and 2nd Day Air Freight shipments delivered within the United States will be extended by 90 minutes on the Day after Thanksgiving Day and on December 18 through December 24.

Return Policy

You will be 100% satisfied with your purchase from us!

In the unlikely event that you are not satisfied with the product(s) you purchase from Cooler Picnic, you can have the confidence that you can return or exchange the item within 30 days of receipt for a 25% restocking fee less any shipping charges that were incurred. All returned items to PicnicBasketLand must be in new unused condition and packaged in the original manufacturer's box. All of the products parts, accessories, registration cards, etc must be returned for full credit. **IMPORTANT NOTE** The actual shipping cost you must pay to return an item to us may not match our flat promotional shipping rates. For example, we may charge only $14.99 to ship a large heavy item to you but the actual shipping cost is what will be deducted from your credit which will often be much higher than the promotional shipping. The ORIGINAL SHIPPING is NON-REFUNDABLE even if you received FREE shipping promotion, you will be charged the actual shipping charges that we incurred to ship the product to you.

How to Return a Product

In the unlikely event you are required to return a product to Cooler Picnic follow these instructions:

• Contact us to receive a RMA (Return Merchandise Authorization) number. A return shipping address will be given to you at this time. An RMA is required to process a return. Returns without authorization are subject to refusal!
• Carefully repackage the product in the manufacturer's original packaging, making sure to include all parts and paperwork. You may be required to place the manufacturer's box in a sturdier, shipping quality box. You will be charged a replacement fee for missing items or no credit will be given if manufacturer cannot supply replacement parts.
• Return the product via UPS or other insured shipping provider. It is recommended that you insure the package as Cooler Picnic is not responsible for loss or damage to merchandise that is being returned. Please insure the package for your purchase price. In the rare case that we receive a return and it has been damaged during shipment from you to us; we will notify you immediately so that you can file a claim with the shipping company.
• Place a shipping label on the box and return the product to the address given to you when you received your RMA number. Please remember to include your RMA number on the shipping label. Do not write directly on the manufacturer's box- please use a shipping label so that the box may be reused. A box replacement charge may apply if the box is written upon.
• The Return Materials Authorization (RMA) will expire 10 business days from the date that it was issued.
• After we inspect your return, we will credit the purchase price back to the original credit card used for the purchase, minus the original shipping cost, the restocking fees and box or replacement part fees that may apply. Please allow up to 2-4 weeks for the credit to appear on your statement. We will send you an email confirmation to notify you when we have applied the credit to your card.

A restocking fee of 25% WILL be charged on all returned products. Refunds may NOT be given if obvious signs of use such as missing paperwork, parts, missing packaging materials, smudges or other marks indicating use, etc.

Please note that custom items, built-to-order, and personalized items cannot be returned due to their uniqueness to your specific needs. The items listed with Special Order and Lift Gate Instructions are not returnable under any circumstances. Please make sure you have read and understand the Special Order and Lift Gate Instructions prior to placing your order, if you need further assistance please contact our customer service department. Stain colors are approximate as shown on the website - they may vary according to your monitor settings. Please be aware that due to the size and weight of some materials of the items on our site, touch up paint may be necessary. Small scuff marks and or scratches that may occur on the item are not considered damage. You may receive a sample of touch up paint with your item and additional paint can be ordered through our customer service department for a minimal charge. The touch up paint can be used prior to and after setup of the item to cover small scuff marks and or scratches that may occur due to delivery or setup.

If you have any questions about returning a product, please contact us.

Canceling Orders

If an item has shipped and in route, the customer must contact a Cooler Picnic customer service member to advise of desire to cancel. The customer is responsible for 25% restocking fee if order is canceled after production has started. Cancellations need to be made in 24-48 hours after order is placed. Please note that custom items, built-to-order, and personalized items cannot be returned due to their uniqueness to your specific needs.

Cancellations or changes to an existing order can not be made via voice mail. All cancellations and changes must be in writing and sent to sales@coolerpicnic.com.

Damaged Shipments

When your new product is delivered please make every effort to inspect the product before taking full receipt from the shipping company. If the box shows significant signs of damage or you know that the product is damaged please refuse acceptance of the shipment and have the shipping company return the item to sender.

If you determine that the product has been damaged after the delivery company has left you must report any damage within 3 days of receipt. This will allow us to file a claim with the shipping company to replace or repair your merchandise. Failure to follow this requirement could result in you having to incur replacement cost for damaged items. Please keep all packaging materials to be used in the claims process with the shipping company.

Please be aware that due to the size and weight of some materials of the items on our site, touch up paint may be necessary. Small scuff marks and or scratches that may occur on the item are not considered damage. You may receive a sample of touch up paint with your item and additional paint can be ordered through our customer service department for a minimal charge. The touch up paint can be used prior to and after setup of the item to cover small scuff marks and or scratches that may occur due to delivery or setup.

Returning Damaged Products

In the unlikely event your item is received damaged, contact customer service for a RMA (Return Materials Authorization) number. We will arrange to have the product shipped back at our cost. No shipments will be accepted without the RMA, so please call before returning any merchandise.