FAQ - Frequently Asked Questions

    1. Who to ask if i got questions, not mentioned here?

        Please feel free to message support@staycoldapparel.com, we're happy to help you out!

        2. How do I cancel / change my order?

        Sadly we are not able to cancel/edit any orders once they have been paid. Our warehouse is operating automated to guarantee fast and error free shipping. However, you can exchange, or return any item using our returns center.

        3. How do I return / exchange an item?

        Just type in your email and order number, and choose the items you want to send back to us. If you are unsure about the process please contact: support@staycoldapparel.com

        4. What if I need to change my address?

        Once your order has been placed, we cannot make changes to your address anymore. If you made a mistake, or the the delivery was unsuccessful, please let us know, so we can send out your order again when it comes back to our warehouse.

        5. How long does shipping usually take?

        Products ship from our warehouse in Germany within 2-3 business days and are processed by DHL, Deutsche Post and local post services.

        Disclaimer: Due to the current rise in parcel volumes and COVID safety measures, the delivery of shipments may be subject to delays in certain cases. We ask for your understanding in such instances.

        The following shipping estimations are subject to change and based on our experience:

        - Germany: 2-3 business days
        - EU & UK: 5-7 business days
        - USA: 1-2 weeks
        - Canada: 4 weeks
        - Australia: 8 weeks
        - Rest of the world: 2 weeks and up

        If you need assistance tracking your order, please check out our new tracking page

        6. I got a different, damaged or defective item - what to do?

        If this happens, please contact our customer service at support@staycoldapparel.com . We need your order number (#12345), a photo of the defective item and a description of the issue. If you received the wrong item, we also need a photo of the barcode on the bag of the product.