Contact

Contact Cooler & Crumb

Cooler & Crumb is an independent, multi-brand specialty retailer of insulated bags and lunch packs from Fit & Fresh, Mier, BUILT, and PackIt. We have been helping shoppers compare designs, capacities, and features across brands since 2019, and our support team is here before and after every order.

Operating entity: The storefront is owned and operated by Marlowe Avenue Retail Group LLC, a limited liability company registered in Oregon that runs independently owned specialty e-commerce storefronts. Marlowe Avenue Retail Group LLC handles merchandising, order processing, fulfillment, customer service, and policy administration for Cooler & Crumb. We are an independent retailer and are not owned by, affiliated with, or an official site of any of the brands we stock.

Mailing address: Cooler & Crumb, 1428 Marlowe Avenue, Suite 305, Portland, OR 97214, United States

Service hours

Our shared support inbox operates Monday through Friday, 9:00 AM to 5:00 PM Pacific Time (PT), excluding US federal holidays. Messages that arrive outside the service window enter the queue in order of arrival and are answered the next business morning. Order confirmations, tracking notifications, and checkout help pages remain available around the clock, so you are never without the essentials while you wait for a reply.

How your message is handled

Every message reaches a shared support inbox where a generalist triages it during the service window. Simple questions are answered immediately; specialist matters are forwarded to the right department with full context, and you will always be told which department is handling your message. Unresolved general inquiries are escalated to the after-sales department lead for final disposition.

Primary support email: support@coolerandcrumb.shop

Expected first response: One business day.

What to include:

• Your order number or the email used at purchase
• The product name or listing link
• A brief description of your request

The primary team answers general questions that do not clearly belong to a specialist department, routes messages to the correct queue, confirms order receipt with status updates, and handles checkout, coupon, and payment questions. For example, if you want to apply code CRUMB15 at checkout for 15% off eligible items, this is the right place to ask.

Specialist departments

If your question clearly falls into one of the areas below, writing to the matching department directly gets you the fastest, best-informed answer.

Pre-Sales Advice

Email: pre-sales@coolerandcrumb.shop

What they do: Compare sizes, capacities, and insulation features across our stocked brands, advise on the right bag for commuting, school, or family use, and confirm stock availability and expected ship timing.

How it works: The specialist reviews your use case against the current catalog, sends a shortlist of two to three options with the relevant trade-offs, and — if you request it — confirms live stock before you order.

First response: One business day.

What to include:

• Your intended use (daily commute, school lunches, picnics, travel)
• Approximate capacity or item count to carry
• Any preference for freezable designs, compartments, or carry style

Escalation: Complex sourcing or availability questions go to the buying team lead.

After-Sales: Returns, Exchanges, and Refunds

Email: after-sales@coolerandcrumb.shop

What they do: Process returns and exchanges within the 30-day return window from delivery, issue refunds and confirm timing, and resolve order errors such as receiving the wrong variant.

How it works: The specialist verifies your order falls within the return window, issues a prepaid return label or exchange instructions, and confirms your refund once the returned item passes a brief inspection.

First response: One business day.

What to include:

• Your order number
• The reason for the return or exchange
• Whether the item is in its original packaging

Escalation: Disputed eligibility or refund disputes go to the service lead at Marlowe Avenue Retail Group LLC.

Quality Assurance: Defects and Authenticity

Email: quality@coolerandcrumb.shop

What they do: Investigate suspected product defects and authenticity concerns, review photos and lot records for damage claims, and coordinate replacements for confirmed manufacturing faults.

How it works: A case reference is assigned and acknowledged, the claim is checked against the season's authorized purchase records and inbound inspection logs, and a remedy — repair, replacement, or refund — is proposed in writing. Warranty coverage follows the product information and support guidance provided with each item.

First response: Two business days.

What to include:

• Your order number
• Clear photos of the defect or concern
• A description of when the issue was noticed

Escalation: Unresolved quality claims go to the operating company's service lead for final review.

Legal and Privacy

Email: legal-privacy@coolerandcrumb.shop

What they do: Handle personal-data access, correction, and deletion requests; answer questions about the privacy policy and data use; and manage copyright, trademark, and takedown correspondence.

How it works: The request is logged and your identity is verified against order records, data requests are fulfilled or answered within the statutory response period, and legal correspondence is reviewed by the operating company's compliance lead.

First response: Three business days.

What to include:

• Your full name and the email associated with the account
• The nature of the privacy or legal request
• Any reference numbers from prior correspondence

Escalation: Unresolved matters go to Marlowe Avenue Retail Group LLC's compliance lead.

Shipping Support: Delayed, Lost, or Damaged Packages

Email: shipping@coolerandcrumb.shop

What they do: Trace delayed, lost, or misdelivered packages; correct shipping addresses before dispatch; and investigate items damaged in transit.

How it works: The specialist opens a trace with the carrier once standard delivery time has passed, applies address corrections before dispatch wherever possible, and routes transit-damage claims to the quality team with photos for the remedy decision.

First response: One business day.

What to include:

• Your order number and tracking number
• The delivery address as entered at checkout
• Carrier notices or photos if the package arrived damaged

Escalation: Carriers unresponsive after ten business days go to the fulfillment manager for a replacement or refund decision.

Choosing the right channel