Frequently Asked Questions  

Do you have a question? The answer may be here or you can Contact Us if it's not. We look forward to hearing from you!

.

How do I return my insulated bag(s)?

Thank you for returning your bag and helping us reduce and reuse packaging! There are two steps to make sure you get your deposit back:

First, make sure your name is attached to the handle of the bag, either with the original tag or a piece of non-damaging tape or a piece of paper taped around the handle. Do not write on the bag, staple through the bag or put duct tape on the bag if you want a full refund of your deposit.

Next, put your insulated bag(s) out on your delivery day wherever you pick up your order (either at your drop point or on your porch/doorstep). We will pick it up when we deliver your next order.

I'm going to bring my own bag/cooler. Can you delete the bag deposit?

At this time, we cannot delete the deposit, but if you bring your own bag or put out a note on your cooler telling us to leave your order without the bag, then we can get your deposit back to you much faster.

How do I attach my name to the bag?

Ideally, leave the original tag on the handle of the bag, but if it falls off you can write your name on a piece of masking tape and wrap it around the handle of the bag, OR you can tape a piece of paper around the handle of the bag. Do not write on the bag, staple through the bag or put duct tape on the bag if you want a full refund of your deposit.

Is my bag in good enough condition to get a refund?

If your bag is generally clean on the inside (free of mold, sticky food residue, or funky smells) and it is free of tears, writing or excessive stains on the outside, then it is considered clean and you will most likely get a full refund.

I returned my bag(s). How long does it take to get a refund?

If you receive home delivery, then you will usually get your deposit back within one week, but sometimes there are unexpected delays or very large volumes of bags returned and it may take 2 weeks. 

If you pick up at a drop point, then you will usually get your deposit back within 2 weeks of dropping off your bag (because we don't pick up the bags until the following week), though unexpected delays might make it take 3 weeks.