Refund Policy

Refund Policy

Last updated: August 28, 2026. This policy explains how returns, refunds, exchanges, and product quality or authenticity concerns are handled at Cooler & Crumb (coolerandcrumb.shop). Cooler & Crumb is operated by Marlowe Avenue Retail Group LLC, an independent specialty retailer located at 1428 Marlowe Avenue, Suite 305, Portland, OR 97214, United States. It is not owned by, affiliated with, or an official site of Fit & Fresh, Mier, BUILT, or PackIt.

Return Window

Returns are accepted within 30 days of delivery. To be eligible, items must reach us within this 30-day window, so we recommend starting your request as soon as you know you'd like to return something.

Eligibility and Item Condition

To qualify for a return or refund, please make sure that:

• The request is started within 30 days of delivery.
• The item is in its original condition and, where possible, in its original packaging.
• You can provide your order number and the reason for the return.

On arrival, we encourage you to check the product tags, stitching, and zippers against the listing photos, and to inspect the liner for any transit damage. We recommend keeping the original packaging for the first 30 days in case a return is needed.

How to Start a Return or Refund Request

Contact our after-sales team at after-sales@coolerandcrumb.shop with the following information:

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

A specialist will verify that your order falls within the 30-day return window and issue a prepaid return label or exchange instructions. Refunds are confirmed to you once the returned item passes a brief inspection. The after-sales team's first response time is one business day.

Refunds

Once your returned item passes inspection, your refund is processed to your original payment method. We accept credit cards and PayPal, and refunds are returned the same way you paid. Our after-sales team will confirm the refund and its timing to you directly once the returned item has been checked.

Exchanges

If you'd prefer an exchange rather than a refund — for example, a different size, color, or design from our Fit & Fresh, Mier, BUILT, or PackIt ranges — let the after-sales team know when you start your request. Exchange instructions will be provided along with return arrangements, subject to stock availability.

Shipping Fees

A prepaid return label is issued for approved returns. Original standard shipping is $8.00, and orders over $45.00 ship free. If a return results from an order error on our side — such as receiving the wrong variant — we will resolve the issue at no cost to you.

Damaged, Incorrect, or Faulty Items

If your item arrives damaged or you receive the incorrect variant, contact our after-sales team at after-sales@coolerandcrumb.shop with your order number and a description of the problem. Order errors such as a wrong variant received are handled directly by the after-sales department, and disputed eligibility or refund matters escalate to the service lead at Marlowe Avenue Retail Group LLC for final disposition.

Quality and Authenticity Concerns

Every bag sold at Cooler & Crumb is a genuine, brand-new product from the named manufacturer, sourced through brand-authorized wholesale distributors with documented purchase records for each season. No gray-market, liquidation-lot, or unverified marketplace inventory is accepted.

How to Submit a Claim

Send your claim to our quality team at quality@coolerandcrumb.shop and include:

• Your order number and the email used at purchase
• At least two clear photos: one of the product tags or branding, and one of the area of concern
• A short description of what differs from the listing or your expectation
• Claims submitted within 30 days of delivery for return-based remedies

Review Process

• The quality team acknowledges your claim within one business day and assigns a case reference.
• Records from the season's authorized purchase lot are compared against your photos, alongside our inbound inspection logs.
• If the claim is confirmed, the remedy — a full refund with shipping, or a replacement where stock allows — is issued within five business days of confirmation.
• The supplier relationship is re-audited and the lot is quarantined pending review.

If you suspect an inauthentic item, your claim is reviewed against the supplier's lot records within five business days. Confirmed authenticity concerns receive a full refund including outbound shipping, plus a prepaid return label if you'd like to send the item back. If any item is ever shown not to be authentic, you receive a full refund of the item and shipping, and keep the item at no cost.

Resolution Commitment

No authenticity or quality claim is closed without a written explanation to you. If you are unsatisfied with the first outcome, your case is escalated to the service lead at Marlowe Avenue Retail Group LLC for a final review within three additional business days. The quality team's first response time is two business days.

Warranty Coverage

Warranty coverage follows the product information and support guidance provided with each item. Please refer to the documentation included with your product for manufacturer warranty details, or contact us and we will help point you in the right direction.

Contacting Us

Customer support is available by email. Our shared service window is Monday through Friday, 9:00 AM to 5:00 PM Pacific Time, excluding US federal holidays. Messages received outside the service window are queued in order of arrival and answered the next business morning; order confirmations and tracking notifications remain available around the clock.

• General support: support@coolerandcrumb.shop — for general questions, routing, order status, and checkout, coupon, or payment questions. First response within one business day.
• After-sales: after-sales@coolerandcrumb.shop — for returns, exchanges, refunds, and order errors. First response within one business day.
• Quality assurance: quality@coolerandcrumb.shop — for suspected defects and authenticity concerns. First response within two business days.

When you write to us, please include your order number or the email used at purchase, the product name or listing link, and a brief description of your request. If your message needs to be transferred to a specialist department, we will notify you of the transfer and which department is handling it.