Support Welcome!Please note this resource is under development and not all solutions can be reached here at this time. If the submit button is not yet available please direct your query to [email protected]. You may provide a screen capture or explanation of your progress here to better help us assist you! Thanks for your support and patience! Welcome to the Coolest Help Desk, what can we help with?*Pick one!Customer SupportTroubleshooting & Warranty ClaimsKickstartersWhat's wrong with the Cooler body?*select...My cooler arrived damagedThe wheels are grinding into the cooler bodyWhat do you want to do about it?*select...This damage is unacceptable, I need a replacementIt's just a dent, I can live with it if you send me a Coolest SpeakerIt's just a dent, I can live with it for $50 of Coolest Store creditWe've got several options for you.What should we do about this?*Wheels that make contact with the cooler body is the result of a bent axle. If the body of the cooler is undamaged we can get you rolling quickly with a replacement axle! select...The cooler is already damaged, I need a replacementI caught it early, I only need to replace the axleLet's troubleshoot...*After charging your battery 2-3 hours, place the battery into the left lid battery compartment and note: (1) blender function when the pitcher is on the blender port, (2) LED function, (3) does the USB provide a charge. Note: do not attempt to charge or opperate a wetted batteryselect...The LED and USB work, the blender gives no responseThe LED and USB work, the blender makes noise but doesn't turnThe blender and USB work, the LED will not turn onThe blender and LED work, the USB has no powerNeither the blender, LED, nor USB functionMy Battery Charge Indicator lights will not illuminateMy battery has gotten wetMy battery terminals have rustedLet's troubleshoot...*After charging your battery 2-3 hours, place the battery into the left lid battery compartment and note: (1) blender function when the pitcher is on the blender port, (2) LED function, (3) does the USB provide a charge. Note: do not attempt to charge or opperate a wetted batteryselect...The LED and USB work, the blender gives no responseThe LED and USB work, the blender makes noise but doesn't turnThe blender and USB work, the LED will not turn onThe blender and LED work, the USB has no powerNeither the blender, LED, nor USB functionThe blender spins the wrong way/ the blender coupler unscrews when operating the blenderThe battery compartment doesn't close all the way/ will not stay closedI hear something rattling around insideThe left lid arrived damaged/ disfigured/ scratchedThe USB cover popped offSounds like a battery issue. We'll ship a replacement battery to you right away!Sounds like the belt connecting the motor and driver has slippedWe've found a small glitch in some of our units where the screw that tensions the motor's pulley becomes loosened while in transit. It's an easy fix and we have two options for you to consider.select...DIY - Fix it nowArrange an exchange[input]It sounds like your battery is fine, though your LED is not functioning properly. If you are able to unscrew the five stainless steel screws that secure the left lid to the cooler body then we can send you a new left lid and you can return the original lid to us for further investigation.It sounds like your battery is fine, though your USB is not functioning properly. If you are able to unscrew the five stainless steel screws that secure the left lid to the cooler body then we can send you a new left lid and you can return the original lid to us for further investigation.The battery has charge and the lights still don't illuminate after I press the battery button.*To reliably test whether or not your battery has a charge, place in the left lid battery compartment and attempt to operate the blender, LED, & USB.YesNoSounds like a battery issue. We have noticed a small amount of batteries have non-responsive battery charge indicator buttons. We'll ship a replacement battery to you right away w/ a return label to send back the original one.Your Battery Charge Indicator Lights are functioning normally! Booyah!Sounds like the motor in your left lid has been installed incorrectly. The input and output wires have been inadvertently switched causing your motor to spin backwards. If you're able to unscrew the five stainless steel screws securing the left lid to the cooler base we can send you a new left lid and you can return the original lid to us for further investigation.[BCCF mechanics] A gasket circumnavigating the battery compartment seals the sensitive left lid electronics from the wet environments in which the coolest thrives. An appreciable force must be applied to the compartment door to ensure that the gasket forms a tight seal. Sometimes this force becomes unreasonable to the extent that the compartment door cannot be readily closed or it opens at inopportune moments. *My battery compartment does not close or stay closedIf you're able to unscrew the five stainless steel screws that secure the left lid to the cooler body we can send you a new left lid and you can return the original lid to us for further investigation.Sounds like your left lid/ motor unit was either improperly or inadequately assembled, and for that we apologize. If you're able to unscrew the five stainless steel screws that secure the left lid to the cooler body we can send you a new left lid and you can return the original lid to us for further investigation. If you're able to unscrew the five stainless steel screws that secure the left lid to the cooler body we can send you a new left lid and you can return the original lid to us for further investigation.FAQ - Reinserting the USBWhat's going on with your Coolest Charger?*select...My charger doesn't charge my batteryMy charger's POWER LED will not illuminate when plugged into a working outletMy chargers CHARGING LED will not come on when plugged into a working outletMy charger makes a really high pitched noiseOther...CHG FXN FAQHi Freq FAQWhat's going on with your Coolest Speaker?*select...My Speaker won't chargeMy speaker won't power onMy speaker makes loud beeping noisesThe Speaker's charging LED won't turn onother...You will hear that tone pattern whenever your Coolest Speaker battery drops to within ~10 minutes of play time and will occur every 10 minutes thereafter. Some speakers have a software defect that causes them to make that sound every 10 minutes even after the battery has been recharged. Most of the time the hardware reset will reprogram the speaker and eliminate the warning tone from occurring when it's not needed. Sometimes we find a speaker that persists with the erroneous low battery warning even after the hard reset. If you find that your speaker is one that cannot be fixed with a hard reset then we'll bring it back to HQ for further analysis after making sure you have a working replacement!FAQ SPE charging and LED FxnHARD RESET 1) In power off mode with USB connection to a power source 2) Press both the Power Button (3) and Party Pairing Button 2 (9) at the same time 3) Disconnect from the power source and Power-On your speaker When conducting the hard reset the speaker will not provide any feedback to confirm it is operating or completed. I've done the hard reset, it still doesn't workWhat's going on with your Coolest Pitcher?*select...I can't screw the pitcher body and base togetherI can't unscrew the pitcher base from the bodyMy pitcher gasket is brokenMy Pitcher LeaksMy Pitcher melted in the dishwasherMy pitcher is cracked/ broken/ chippedMy Pitcher's lid doesn't fitThere's a rattling in the pitcher base[PCH Maintenance FAQ]Reverse Thread FAQDetaching stuck pitcher FAQ*It arrived brokenIt broke in normal usageI would like to purchase a replacement(s)Mindful Assembly FAQ*On the top rackOn the bottom rack*It arrived this wayThrough normal usageI'd like to buy a relacementPitcher Magnets FAQWhat's wrong with your knife?*select...My knife arrived chippedMy knife broke during normal usageI lost/ broke my knifeCorkscrew*select...My corkscrew arrived brokenMy corkscrew broke during normal usageI lost/ broke my corkscrewWhat's this issue with your drain?*select...My cooler leaksI tightened my drain-spout, and it still leaksI lost my drain spout cap and want to purchase more*select...My drain-spout has a crackMy drain-spout is intactWhat seems to be the issue with your Accessory Deck?*select...Damage is localized to the bezel around the Accessory DeckThe damage is localized to the Accessory Deck DoorThe damage is comprehensive, beyond the bezel and doorFront Plate Replacement TurtorialAD Door Replacement TurtorialAD Replacement TurtorialWhat seems to be wrong with the Telescoping Handle*clicky...My handle doesn't raise/ lower anymoreMy handle is sandy and filled with dirt/gritI just want to buy a replacement[Include sample photo of Handle base] Most handle frustrations result from sandy or dirty handles or the deformation of the aluminum columns because the cooler was dragged up stairs or ran into a curb, etc. These types of handle issues are not under warranty, as they fall under standard wear and tear and misuse, respectively. The remainder of handle issues usually result from forcing a stuck handle, so please don't push or pull too hard! If you believe your handle issue is another problem altogether, please send us a picture of the handle columns to confirm that there's no structural damage that could be caused by excessive force. If this is the case, I can send you a replacement handle.*The malfunction is not related to using the product outside of it's intended usageSand and telescoping handles are not a good match, which was a true engineering challenge for building a beach bound cooler that is made to last. We designed our handles to be fully flushable with large openings on the bottom to prevent the accumulation of dirt, grit, and water. Additionally, your telescoping handle body is constructed entirely of aluminum with stainless steel components within, meaning you needn't worry about rusting or deterioration from repeated washings and exposure to the elements. To wash the telescoping handle: Optional: Blend yourself a favorite drink or pop open a cold one before proceeding to step two! Wash all nesting aluminum columns with warm soapy water and a soft cloth or sponge. Raise and lower the handle as movement allows while flushing with water from the top of where each column inserts into its nested column. This is most easily done with a garden hose. If full range of motion is not yet obtained, invert your Coolest or carefully place it on stable, raised surface and inject water into the handle from the holes on the bottom of each column. If you invert your Coolest to flush the telescoping handle, be sure to flush it again while right-side-up to ensure maximum debris drainage. Your telescoping handle will dry fastest in the fully extended position. Note: the procedure above can also be completed after removing the telescoping handle and the Done-In-One™ Tie-Down assembly from the Coolest Cooler body. Six screws attach the assembly to the Cooler: two on the top beneath where the left and right lids rest on the top of the cooler body, two on the back and at the top, beneath the handle and between the tops of the aluminum columns, and two more on the back between the bottom of the aluminum columns and above the kick plate. Please note screw placement and size as you remove them so that you may properly reinstall the handle.What's wrong the right lid?*clicky...It arrived damagedThe knife holder is not functioningFAQ RL damage & replacementWhat's going on with the wheels?*clicky...My wheel feel off / I'm missing a hubcapThe wheels grind into the cooler body*The cooler is already damaged, I need a replacementI caught it early, I can replace the wheelsWhat's up with your bungee cord?*clicky click...My bungee is brokenI can't figure out how to get it back on...Was it severed or did one end slip from the clasp?*selecto...It has been severedIt slippedFAQ Severed Bungee [not under warranty] Redirect to webform for purchase invoiceFAQ Clamping the bunjee If this doesn't work, consider purchasing a replacement THFAQ on Bungee storage [GIF of bungee storage!]What's the deal with your Divider Board*clicky...It doesn't seal water from one side of the cooler to the otherMy divider board is warpedFAQ Divider Board FxnWhat can we do you for?*select...My package has shipped but never arrivedMy address has change since I ordered/backed the Coolest CoolerI referred a friend and it's been 30 days since they received their coolerShare with us your tracking number, tell us what you are expecting, and confirm your shipping address for us. One of the Coolest Support agents will email you with a resolution.We will contact you two weeks prior to shipping your order and confirm your address with you at that time. So no need to keep us updated! If you have a new email address or would like to update your preferred email address with us, you may do that below. Please provide your name or backer number to help us find you in our system.What arrived damaged?* Cooler Body Left Lid Right Lid Accessory Deck Telescoping Handle Wheels USB Cover Other What are you missing?* Coolest Battery Coolest SPeaker Coolest Charger Pitcher Pitcher Gasket Pitcher Blades Pitcher Lid USB Cover Knife Corkscrew Plates Pitcher & Plates Set Other... Product Questions*select...Product SpecsCleaning, Maintenance, & StorageOrdering, Returns, WarrantyElectronicsAccessoriesProduct Specs*select...Cooler Weight & DimensionsCooler CapacityBattery CapacityBattery PowerSpeaker DurationSpeaker SpecsBlender SpecsIce DurationAccessory Deck CapacityDivider/ Cutting Board sealSitting on the CoolerSecuring/ Locking the CoolerIs it Waterproof?Stats for nerdsFAQ Cooler Weight & DimensionsFAQ Cooler CapacityFAQ Battery CapacityFAQ Battery PowerFAQ Speaker DurationFAQ Speaker SpecsFAQ Blender SpecsFAQ Ice DurationFAQ Accessory Deck CapacityFAQ Divider Cutting Board sealFAQ Sitting on the CoolerFAQ Securing/ Locking the CoolerFAQ Is it Waterproof?Cleaning, Maintenance, & Storage*select...StorageCleaningPitcher Pro-TipsTelescoping HandleSandHinges & HardwarePro-Tips to to protect your investment.FAQ StorageFAQ CleaningFAQ Pitcher Pro-TipsFAQ Telescoping HandleFAQ SandFAQ Hinges & HardwareOrdering*Select...WarrantyReturn PolicyBulk PurchasesFAQ WarrantyFAQ Return PolicyFAQ Bulk OrdersElectronics*Select...Battery CapacityBattery PowerCharging the BatteryBlender SpecsProper Blender UseSpeaker SpecsSpeaker DurationCharging the SpeakerMagnet Electronic InterferenceLED LightUSB PortFAQ Charging the BatteryFAQ Charging the SpeakerFAQ Magnet Electronic InterferenceFAQ LED LightFAQ USB PortAccessories*Select...What accessories are included?Ordering additional accessoriesFAQ Accessories IncludedFAQ Ordering Additional AccessoriesFAQ ReturnsWhat can we do you for?*Solutions and answers for our wonderful Backers. Thank You.select...I need to change the address/ info on my orderI want a refundI shared my referral code, when will I get my cooler?I love this project! How can I help?I need to finish my pledge surveyI'm an international backer, when will I get my Coolest?When am I getting my cooler!?Can I have an update on the Coolest Project?We will contact you two weeks prior to shipping your order and confirm your address with you at that time. So no need to keep us updated! If you have a new email address or would like to update your preferred email address with us, you may do that below. Please provide your name or backer number to help us find you in our system.I have ordered...*select...... extra accessories... no extra accessoriesWe’re sorry to hear that you're considering canceling your backer pledge. We understand this project has taken longer than any of us expected, but we are still moving forward and are committed to getting every backer their Coolest Cooler. We appreciate that you'd like the amount of your Kickstarter pledge refunded; however, we are not processing backer refund requests at this time. A significant portion of each backer's pledge has been invested into engineering the product and infrastructure needed to make and ship every Coolest. We are committed to producing the full quantity of rewards reserved by our backers. Your backer reward has been included in our deposit to the manufacturer and is therefore currently unavailable for refund. Having said that, since you have also purchased additional accessories outside of your original Kickstarter pledge, these funds are available for refund via Paypal. Please drop us a line at [email protected] We remain fully committed to producing and delivering the Coolest to ALL our Kickstarter backers.When someone uses your referral code to place an order, we track that order in our database. Your Coolest is eligible to ship 30 days after that order is delivered. We review our system weekly, looking for orders that were delivered at least 30 days prior. Then, we find the corresponding backer orders and schedule them for shipment. The time it actually takes your cooler to be shipped will be greater than 30 days because of the shipping and handling time on either end of the process (both for their cooler and yours). If it has been more than 40 days since your friend bought a cooler, and you have not gotten a shipping notification, please submit below the email address with which you placed your order.We really appreciate all of our backers who have supported us from the very beginning of this project. Although our project has had its ups and downs, we remain fully committed to delivering rewards to every one of our backers. The timing of how quickly this happens now depends mostly on the success of retail sales. The profits from each Coolest Cooler sold at retail price will subsidize the outstanding funds required to produce and ship backer rewards. The easiest way for you to help is to show everyone you can how great the Coolest Cooler is! Take your Coolest on adventures and let people know how much you love it! Share the Hookup Code from the back of your Coolest with as many people as you can. Post on social media with the hashtags #RecreationNation and #CoolestCooler. If you don’t have your Coolest yet, share your Refer-a-Friend code with everyone you can! We look forward to delivering everyone's Coolest Cooler backer reward as soon as possible. It’s not been an easy journey, but all of us here at Coolest truly thank you for your continued patience and support!From November 2014 to July 2015 we sent multiple survey emails to all of our Kickstarter backers so you could select your cooler color, send us your delivery address and pay any outstanding shipping charges. Since your survey was not finished, we will send you a fresh invite from our PledgeManager system to complete it. When you receive it, you'll want to select the option to "Start a New Order", then you'll be able to choose your Coolest color, add any accessories, confirm your delivery address, and pay any outstanding shipping costs. Once you receive your order receipt you'll know your order is all locked in. Thanks again for all your support! Give us one or more of the details below so that we may invite you to finish your survey.We know that you have concerns about your shipping timeline. As with any new product, there have been kinks to address and improvements to make along the path. In order to provide the same level of ongoing support to our backers located in 72+ countries, we unfortunately are not able to ship to backers outside of the continental U.S. yet. This was by no means an easy decision for us to make, but it allows for us to address any remaining QA issues prior to shipping abroad. We understand that you may disagree with this decision, but we must place delivering the highest possible quality to our international backers before any other considerations. We understand you are eager to receive your Coolest Cooler reward as soon as possible. Our entire team here is equally eager to complete our Kickstarter project and fulfill our remaining backers. Our project is ongoing, and we're all working hard to ensure that we can fulfill all our backer rewards through the process we have laid out online.Although our project has had its ups and downs, we remain fully committed to delivering rewards to every one of our backers. The timing of when you can expect your individual reward will depend on the success of retail and online sales. Funding has not gone as smooth as we had hoped, generating additional capital for production through retail sales is an option we must consider. While it may upset some that there are retail units being sold before they receive theirs, this allows us to keep production running. The profits from each Coolest Cooler sold at retail price will subsidize the outstanding funds required to produce and ship backer rewards. Since we need to sell at retail to generate enough profits to make and ship additional Coolests, some backers have asked if they could buy or help sell an additional Coolest and get their reward faster. With this new option, we’ll give you a unique discount coupon code to give any friends who may be interested in buying a Coolest. When they buy a Coolest, your friend saves $25 off the full retail price, and their Coolest will ship in 48 hours. We can then track that sale back to you, and we’ll take the proceeds of that sale and ship your Coolest after 30 days. This "Refer-A-Friend" code was emailed to you on June 29th, however, let us know if you need us to resend it. We look forward to delivering everyone's Coolest Cooler backer reward as soon as possible. Please check our Kickstarter updates for the latest info we have. It’s not been an easy journey, but all of us here at Coolest truly thank you for your continued patience and support!Come check out all of our updates and track our progress on our Kickstarter Page!I'm interested in buying...*select...bulkwholesalecustom coolersotherTracking No.Serial Number*The serial number is located behind the telescoping handle on the back of your cooler.Cooler Color*Classic OrangeBlue Moon BlueMargarita GreenPlease provide a description of the issueName* First Last Name on Order First Last Email* Shipping Address* Street Address Address Line 2 City State / Province / Region ZIP / Postal Code AfghanistanAlbaniaAlgeriaAmerican SamoaAndorraAngolaAntigua and BarbudaArgentinaArmeniaAustraliaAustriaAzerbaijanBahamasBahrainBangladeshBarbadosBelarusBelgiumBelizeBeninBermudaBhutanBoliviaBosnia and HerzegovinaBotswanaBrazilBruneiBulgariaBurkina FasoBurundiCambodiaCameroonCanadaCape VerdeCayman IslandsCentral African RepublicChadChileChinaColombiaComorosCongo, Democratic Republic of theCongo, Republic of theCosta RicaCôte d'IvoireCroatiaCubaCuraçaoCyprusCzech RepublicDenmarkDjiboutiDominicaDominican RepublicEast TimorEcuadorEgyptEl SalvadorEquatorial GuineaEritreaEstoniaEthiopiaFaroe IslandsFijiFinlandFranceFrench PolynesiaGabonGambiaGeorgiaGermanyGhanaGreeceGreenlandGrenadaGuamGuatemalaGuineaGuinea-BissauGuyanaHaitiHondurasHong KongHungaryIcelandIndiaIndonesiaIranIraqIrelandIsraelItalyJamaicaJapanJordanKazakhstanKenyaKiribatiNorth KoreaSouth KoreaKosovoKuwaitKyrgyzstanLaosLatviaLebanonLesothoLiberiaLibyaLiechtensteinLithuaniaLuxembourgMacedoniaMadagascarMalawiMalaysiaMaldivesMaliMaltaMarshall IslandsMauritaniaMauritiusMexicoMicronesiaMoldovaMonacoMongoliaMontenegroMoroccoMozambiqueMyanmarNamibiaNauruNepalNetherlandsNew ZealandNicaraguaNigerNigeriaNorthern Mariana IslandsNorwayOmanPakistanPalauPalestine, State ofPanamaPapua New GuineaParaguayPeruPhilippinesPolandPortugalPuerto RicoQatarRomaniaRussiaRwandaSaint Kitts and NevisSaint LuciaSaint Vincent and the GrenadinesSamoaSan MarinoSao Tome and PrincipeSaudi ArabiaSenegalSerbiaSeychellesSierra LeoneSingaporeSint MaartenSlovakiaSloveniaSolomon IslandsSomaliaSouth AfricaSpainSri LankaSudanSudan, SouthSurinameSwazilandSwedenSwitzerlandSyriaTaiwanTajikistanTanzaniaThailandTogoTongaTrinidad and TobagoTunisiaTurkeyTurkmenistanTuvaluUgandaUkraineUnited Arab EmiratesUnited KingdomUnited StatesUruguayUzbekistanVanuatuVatican CityVenezuelaVietnamVirgin Islands, BritishVirgin Islands, U.S.YemenZambiaZimbabwe Country Phone*File* Drop files here or Please share with us pictures of the damage.FileBacker No.