FAQ's
UPLOADING YOUR LOGO & TEXT
Whatever file you choose to upload and send along with your order is the logo that our graphic designer will receive. Even if the file on your end appears normal before you upload it and for some reason it uploads distorted, don't stress. Chances are you uploaded an incorrect file format or it contains multi colors. Just know that you can go ahead and send it along anyway.
We have found that on all of our wraps, (even on the smallest sizes) 2" & 3" imprints will look nice. We would suggest that you use the 4" imprint option on our larger wraps like the backRAP™, shoulderRAP™ and the XL, XXL, XXXL universalRAP™, otherwise the imprint will appear too large.
ACCURACY OF COLORS
The colors and products that are displayed on koolraps.com are displayed as accurately as possible. We cannot guarantee that your computer monitor will display our colors accurately. The colors displayed on koolraps.com are solely for reference. We are not accountable and will not offer returns on items with color discrepancies. We do offer sample swatches or our koolRAPs’ material color and thread for this matter. You can email call us at 1-800-995-8715 or email us at service@koolraps.com to make a request.
By simplifying our ordering process to restricting our customers to a 1-color imprint, we can reduce the amount of time for delivery because of nature in which we apply the imprint. We also feel the logo or text of your choice also looks more distinct in a 1-color format.
SIZING CHARTS
Because our material is a special 4-way stretch; moisture wicking material, a good rule of thumb is to order a little smaller of a size because the material will stretch out a good amount.
ORDER PROCESSING
YES! We will communicate with you with you each step of the way. Once you complete your order and submit it to us, you will receive our "Project Approval Form" via email from our designer, showing you a 2nd mock-up of your koolRAP® and your order details. We do not print orders without receiving confirmation from our customers verbally or written through email after our Project Approval Form has been reviewed.
Call us and give us a verbal approval or follow the instructions within the form in filling in the text fields. Our graphic designer and production team reviews your order and requested specifications. After your order is complete. it is then passed through our quality inspection, making sure the craftsmanship and all customization looks 100%. We always do our best to deliver your product in a timely manner.
PRIVACY
We trust that any information about you, such as your name, address, and email address is accurate. We DO NOT use or distribute any uploaded files or personal information for anything except for the processing of your order.
RETURNS & CHANGES
Because our products are custom made, our policy is to send you a new product instead of full refund if you are dissatisfied with the craftsmanship of our products. As we mentioned before, the colors you see on your screen are the closest representation to the actual materials used to create your product. To avoid color discrepancies, we give you the opportunity to request free samples of our material and thread before you place your order so you can see what our actual colors look like. Please take advantage of this offer if you just aren’t sure about the colors and are ordering a large order. Lastly, we also take precautions by providing you a 2nd proof of what your custom koolRAP® will look like (Project Approval Form) just to make sure you acknowledge that everything appears how you want.
Call us immediately at 1-800-995-8715 and we will do our best to see if we can adjust the order. If we have already printed the item, we cannot refund or change your order.
HAVE QUESTIONS?
Call and talk to our friendly staff at 1-800-995-8715 anytime between 7 a.m. – 3:30 p.m. PST, Monday – Friday with anything you may need. Please note that koolRAPs® is a division of SunMedica Inc. when calling this number. We are closed for the weekends but will tackle your request first thing Monday morning. We apologize for any inconvenience. You can also email service@koolraps.com and we will get back to you in a timely manner.
