FAQ

Frequently Asked Questions (FAQs)

Reinventing How You Chill for 75 Years

Got a question? Below you’ll find answers to the most common ones. Still need help? Contact us — we’re always happy to assist!

Customization FAQs

When will I receive my custom order?
Custom orders take 5–7 business days for processing, plus 5–7 business days for shipping within the UAE or GCC.
Can I customize Igloo products with my own text or images?
Yes! Personalize select coolers and drinkware with your own text or uploaded images.
Is there a spell check for custom text?
No, please double-check your text before submitting.
What file types can I upload?
Supported formats: PNG, JPG, JPEG, TIFF, TIF, BMP, EPS, PDF. Max file size: 10MB.
Why won’t my iPhone image upload?
Our system doesn’t support HEIC files. Please convert your images to JPG or PNG.
Recommended image sizes?
  • Playmate Cooler Front/Back: 10.05" x 5.13" (724 x 369 px)
  • Playmate Cooler Sides: 9.14" x 7.51" (658 x 369 px)
  • 32oz Tumbler: 2.25" x 3"
What content is not allowed?
Offensive material, hate speech, copyrighted/trademarked content you don’t own, or illegible text.
Why was my custom order canceled?
Orders with prohibited content may be canceled. Refunds are processed within 5–7 business days.
Can I cancel or edit my custom order?
Custom orders are final sale and cannot be edited or canceled once placed.
Can I return or exchange a customized product?
Customized products are non-returnable unless defective.
What is formal monogramming?
Formal monogramming order: first name initial, last name initial, middle name initial.
How long will customization take?
5–7 business days for customization plus shipping. You’ll receive updates along the way.
Will I receive tracking information?
Yes! We’ll email you tracking details once shipped.
Is there a warranty on customized products?
Yes — covered under our standard warranty. Click here to submit a claim.
Can I get a quote for a corporate or bulk order?
Absolutely! Contact sales@igloocoolers.ae.

Order & Shipping FAQs

When will my order be shipped?
Within 1–2 business days. You’ll receive tracking details once shipped.
Order Date vs. Ship Date?
Orders placed on weekends or UAE public holidays are processed the next business day.
Shipping fees?
Calculated at checkout based on your location within the UAE or GCC.
Can I edit or cancel my order?
Orders cannot be edited after submission. Cancellations may be possible within the first hour — email sales@igloocoolers.ae.
Why might Igloo cancel my order?
Occasionally due to stock unavailability. You’ll be notified and refunded promptly.
Can I change the shipping address?
Unfortunately, address changes aren’t possible after placing your order.
What if I entered the wrong address?
Contact us immediately before shipment. If shipped, you may need to contact the courier directly.
Do you ship to PO Boxes?
No — we do not deliver to PO Boxes or APO/FPO addresses.

Returns & Warranty FAQs

What is your return/replacement policy?
We accept returns for defective products within 30 days. Unused items may be returned within 30 days. A return shipping fee may apply for non-defective returns. View full policy.
Why does my product have a California Prop 65 label?
It’s a regulatory requirement — not an indicator of product safety concerns. Learn more.
When will my credit card be refunded?
Refunds are processed within 7–10 business days after return receipt.
What is your warranty policy?
We stand by our products’ quality. If you experience a defect within warranty terms, submit a warranty claim.
Who handles Igloo appliances (e.g. fridges, ice makers)?
Contact Nostalgia Products LLC directly. Phone: 833-258-4210.

Product Use & Care FAQs

What is “Ice Retention” and how is it tested?
Measured by how long ice remains before melting under controlled conditions (90°F environment). Actual results vary.
How can I maximize ice retention?
  • Prechill contents and cooler
  • Use large ice blocks or bottles
  • Keep cooler in shade and minimize opening
Can I use dry ice?
Yes — only with rotomolded coolers (e.g. Sportsman & Yukon). Handle with care and ensure ventilation.
How do I clean my Igloo product?
Hard Coolers: Mild detergent, baking soda for stains, air dry open.
Cooler Bags: Spot clean only. Do not machine wash.
Are Igloo coolers dishwasher safe?
No — do not place in dishwashers or washing machines.
Is the seat cushion a flotation device?
No — seat cushions are not designed for flotation use.
Are Igloo coolers bear-resistant?
Yes — our rotomolded coolers are certified by the Interagency Grizzly Bear Committee (IGBC).

General & Company Info FAQs

Where can I buy Igloo products?
Directly from www.igloocoolers.ae or authorized retailers in the UAE & GCC.
How do I request a sponsorship or donation?
Email your request to sales@igloocoolers.ae.
How can I become an authorized retailer?
Contact sales@igloocoolers.ae to discuss opportunities.
Interested in joining the Igloo team?
Explore open positions at careers-igloocoolers.icims.com.

Contact Us

Still have questions? Our customer service team is ready to help:

Updated July 18, 2025