CS-Support

Email: info@coldsmokeco.com

Phone: (424) 272 – 9277

Coldsmoke HQ

26 1/2 Horizon Avenue
Venice, CA 90291

 

Shipping

Domestic shipping costs
We offer free 3-8 day ground delivery to all domestic purchases with the option of $10 Express 1-3 day delivery.

International shipping costs
$29.99 Flat rate.

Q: Do I have to pay customs fees or taxes on an international order?
Customs fees and duties are not included in the prices of our items or the shipping fees. Customs may be assessed when you receive your package, and you are responsible for paying them. Unfortunately we can’t give you an estimate as the fees vary for every country, order, and shipper. Please note that the customs fees and duties aren’t refundable – sorry!

Q: How long do I have to wait for my stuff?

Domestic
If your UPS Ground order is placed before 4:30pm PCT on a weekday (or 3pm PCT for UPS Overnight next day delivery), we’ll do our best to ship it out that same day. If your order is placed any later on a weekday, or if your order is placed on a weekend, we’ll ship it out the next business day.

Free Ground Shipping on all domestic orders.
For overnight and expedited shipping, standard fees will be applied.

Not sure when UPS ground shipping will reach your location? Click here and input the zip code 90291 to find out! In the limited circumstances whereby an order cannot be fulfilled within 24hrs we will adjust the anticipated arrival date via email.

International
Shipping to Canada generally takes 3-7 business days. Shipping to most other countries, including the EU generally takes 7-10 business days. Asia and the Middle-east can take from 7 days to 3 weeks depending on local customs and mail services.

Returns & Exchanges

Free & Easy           Free return shipping (label emailed on request) *except international deliveries
365 Days                Exchange or Store Credit
90 Days                  Full Refund

Sales                      All items purchased during a sale event (i.e. Black Friday) are final sales.

If we receive it within 90 days of purchase, we’ll issue your refund to whatever payment method you used. Returns that arrive after 90 days but before 365 days will immediately be credited back to store credit. To request an exchange or store credit email us to request a Return Authorization number.

International Returns
We are not able to provide prepaid shipping labels for international returns. As a result, international customers are responsible for return shipping. If you need an exchange, we will be happy to cover the cost of shipping the new item to you.

To return an international order, select your desired return method (refund to original payment, exchange, or store credit) and email us to let us know. Pack up the items in the box, and be sure to include the RA label that was emailed to you, or a note indicating the order number. Mail the package using your preferring carrier to our Head Quarters in Venice at the address below:

Coldsmoke Apparel LLC
Attn: Returns
26 1/2 Horizon Avenue
Venice, CA 90291 USA
(424) 272 – 9277
You have 90 days to return an item for full credit (60 days if you used PayPal), and up to a year for store credit refunds or exchanges.

Q: How long does a return or an exchange take?
Return packages generally take up to ten business days to be processed in house and refunded by our Customer Care team. For more details, here’s a timeline:
– 1 – 6 business days for shipping the return via back to our warehouse in CA, USA
– 3 business days for processing the items at the warehouse and refunding the order
– We’ll send you an email notifying you of either your refund or your exchange order being placed

Just a heads up here, credit card refunds take 3-5 business days to appear on your statement from the time they’re processed. Store credit refunds are processed immediately once the item is scanned into the system by the warehouse.

If you think your return has taken longer than expected, contact customercare@coldsmokeco.com with your order number and the items you returned and we will look into it for you ASAP.

Exceptions – fees incurred to customers
If an item is to be re-shipped there is just a fee of $10.
If a customer needs to adjust/correct their address there will be a $5 for UPS.
Refusal on delivery will incur a 10% of purchase fee for covering re-stocking and administration.

Repair Center:

Coldsmoke proudly guarantees the quality and performance of all our authentic products. Items with defects in materials or workmanship will be replaced or repaired at the discretion of Coldsmoke through our preferred three-year guarantee. Product damaged through wear and tear, misuse, or neglect may be repaired at a nominal charge. Repairs will be hosted through an outside tailoring service.

All items being returned to Coldsmoke MUST be accompanied with a Return Authorization Number (RA#). This information allows us, when necessary, to preemptively correspond with customs officials about a returned item. We will manually generate RA numbers for approved returns and your domestic shipping postage will be paid as an added service. Unfortunately, items shipped to our Returns Facility without an RA number will not be cleared for import by customs.

Please note: Required return items include proof of purchase (via email or original invoice), a purchase made directly from a Coldsmoke preferred retailer, and a brief description of the damages.

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Garment Care

How to prepare your garment for washing:

To prepare the garment for washing; close the main zippers and pit zips, open pocket zippers, and release tension on all elastic draw cords. Add cleaning agent to the machine and wash the garment on a medium heat setting (40°C). Remove the garment, shake to remove excess water and place it in the dryer.
Why should you clean your Coldsmoke eVent™ gear?

eVent™ jacket garments are designed to provide exceptional weather protection and breathability. Routine care and maintenance ensures the optimum performance of your event™ jacket garment.

Build-up of dirt and other surface contaminants such as body oil, sunscreen and sweat can reduce the effectiveness of the textile’s durable water repellent (DWR) treatment, affecting performance and breathability. Dirt allows water molecules to be drawn into the face fabric, saturating or ‘wetting out’ the fabric and leading to increased levels of condensation on the inside of the garment.

Properly washing your eVent™ jacket removes dirt and other contaminates from the garment, restoring its water repellency and breathability.

 

How to re-proof your jacket:

First, wash your garment using Grangers® Performance Wash, Fibertec Pro Wash or ReviveX® Synthetic Fabric Cleaner. Then, use your chosen reproofing product and either spray directly on to the outer face-fabric of the garment while it is still wet, or simply wash the garment in a second wash-cycle according to the suggestions above, adding the appropriate amount of Wash-In waterproofing product to the wash-cycle. Be careful to follow the washing instructions on the waterproofing product label.

Tumble dry your garment inside out on a warm/medium (60°C / 140°F) temperature setting for approximately 30-40 minutes or until dry.

USA

 

6 Clearway Street
Boston, MA 02115

3647 23rd Street
San Francisco, CA 94110

3735 Spring Mountain Road #205
Las Vegas, NV 89102

638 20th Street
San Francisco, CA 94107

Policies

Below are a selection of our main policies and information for your reference.

Privacy

Coldsmoke is committed to protecting your privacy. We have policies and security measures in place to ensure that your personal information is handled in a safe, responsible manner.

Information

Coldsmoke collects your information when you register on our site, place an order or subscribe to our newsletter. When registering or ordering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number and credit card information. You may, however, visit our site anonymously.

If you share your personal information, we will use this information to register you with our website, to administer our website services and/or to process any orders you may place online. We may use your e-mail and postal address to send you information about our products, services, and promotions and to help us learn more about your shopping preferences, but only if you give us your permission.

Security

Coldsmoke uses appropriate security measures to protect your personal information. We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our payment gateway provider’s database, only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential. However, while we take all reasonable steps to protect our website and all information, you accept that no Internet data transmission can be guaranteed to be secure from access by unintended recipients and will not hold us responsible for any breach of security unless this is due to our negligence.

Cookies

Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the site’s or service provider’s systems to recognize your browser and capture certain information. We use cookies to make our website more user-friendly and to provide you with a better experience when you return to the site. For example, cookies allow us to save your password so you do not have to re-enter it every time you visit. If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most sites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders by contacting customer service.

Outside Parties

Coldsmoke does not sell, rent or disclose our customer’s names, addresses, email addresses or other personal information. In order to maintain our site and provide our client communications, Coldsmoke contracts with select third parties. As necessary, your personal information may be shared with and/or processed by these third parties, solely for the purpose of assisting Coldsmoke in these endeavors and subject to strict contractual confidentiality obligations. We do not otherwise disclose your information to third parties, unless required by law or in connection with a legal claim or proceeding.

Links

Occasionally, at our discretion, we may include or offer third party products or services on our site. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

Consent

By accessing and using the Coldsmoke site, you consent to our collection, use and disclosure of your information as described in this privacy policy. Coldsmoke does not knowingly collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.

Modifications

Coldsmoke reserves the right to make changes to its privacy policy or practices. You should therefore review this page from time to time to get updated information. We will notify you of any changes in our privacy policy by posting the modifications on our site.

Colors

We have made every effort to display as accurately as possible the colors of our products that appear on the site. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor’s display of any color will be accurate.

Site Contents

Unless otherwise noted, all materials, including images, illustrations, designs, icons, photographs, video clips, and written and other materials that appear as part of this site (collectively, the “contents”) are copyrights, trademarks, trade dress and/or other intellectual properties owned, controlled or licensed by Coldsmoke collectively, and its subsidiaries and/or affiliates (“Coldsmoke”). The site as a whole is protected by copyright and trade dress, all worldwide rights, titles and interests in and to which are owned by Coldsmoke.

The contents of our site, and the site as a whole, are intended solely for personal, noncommercial (other than for the purchase of merchandise from our site) use by the users of our site. You may download or copy the contents and other downloadable materials displayed on the site for your personal use only. No right, title or interest in any downloaded materials or software is transferred to you as a result of any such downloading or copying. You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works from, sell or participate in any sale of, or exploit in any way, in whole or in part, any of the contents, the site, or any related software. 

User comments, feedback, postcards and other submissions

All comments, feedback, postcards, suggestions, ideas, and other submissions disclosed, submitted or offered to Coldsmoke on or by this site or otherwise disclosed, submitted or offered in connection with your use of this site (collectively, “comments”) shall be and remain Coldsmoke’ property. Such disclosure, submission or offer of any comments shall constitute an assignment to Coldsmoke of all worldwide rights, titles and interests in all copyrights and other intellectual properties in the comments. Thus, Coldsmoke will own exclusively all such rights, titles and interests and shall not be limited in any way in its use, commercial or otherwise, of any comments. Coldsmoke is and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay to user any compensation for any comments; or (3) to respond to any user comments.

You agree that no comments submitted by you to the Site will violate any right of any third party, including copyright, trademark, privacy or other personal or proprietary right(s). You further agree that no comments submitted by you to the site will be or contain libelous or otherwise unlawful, abusive or obscene material. You are and shall remain solely responsible for the content of any comments you make.

You agree that Coldsmoke may use and/or disclose information about your demographics and use of the Site in any manner that does not reveal your identity. By participating in site sweepstakes, contests, promotions, and/or requesting promotional information or product updates, you agree that Coldsmoke may use your information for marketing and promotional purposes.

Coldsmoke communications to you

You agree that Coldsmoke may send electronic mail to you for the purpose of advising you of changes or additions to this site, about any of Coldsmoke’ products or services, or for such other purpose(s) as Coldsmoke deems appropriate.

Disclaimer

THIS SITE AND ALL CONTENTS OF THE SITE ARE PROVIDED ON AN “AS IS” BASIS WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION WARRANTIES OF TITLE OR IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. YOU ACKNOWLEDGE, BY YOUR USE OF THE SITE, THAT YOUR USE OF THE SITE IS AT YOUR SOLE RISK, THAT YOU ASSUME FULL RESPONSIBILITY FOR ALL COSTS ASSOCIATED WITH ALL NECESSARY SERVICING OR REPAIRS OF ANY EQUIPMENT YOU USE IN CONNECTION WITH YOUR USE OF OUR SITE, AND THAT COLDSMOKE SHALL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND RELATED TO YOUR USE OF THIS SITE. 

Inaccuracy Disclaimer

From time to time there may be information on Coldsmokeco.com that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order). We apologize for any inconvenience this may cause you. If you are not completely satisfied with your Coldsmokeco.com purchase you may return it with your invoice to Coldsmokeco.com by mail. Please see our Return Policy. 

Indemnification

You agree to defend, indemnify and hold Coldsmoke harmless from and against any and all claims, damages, costs and expenses, including attorneys’ fees, arising from or related to your use of the site.

Miscellaneous 

Unless otherwise specified and except to the extent Coldsmoke products are offered for sale in the United States through this site, this site and the contents thereof are displayed solely for the purpose of promoting Coldsmoke’ products and services available in the United States and select foreign markets. This site is controlled and operated by Coldsmoke from its corporate headquarters in Venice, California.

This agreement shall be construed in accordance with the laws of the State of California, without regard to any conflict of law provisions. Any dispute arising under this agreement shall be resolved exclusively by the state and federal courts of the State of California, County of Los Angeles.

Termination

This agreement is effective unless and until terminated by either you or Coldsmoke. You may terminate this agreement at any time. Coldsmoke also may terminate this agreement at any time and may do so immediately without notice, and accordingly deny you access to the site, if in Coldsmoke’ sole discretion you fail to comply with any term or provision of this agreement. Upon any termination of this agreement by either you or Coldsmoke, you must promptly destroy all materials downloaded or otherwise obtained from this site, as well as all copies of such materials, whether made under the terms of this agreement or otherwise.

Coldsmoke combines the cutting edge technology of high-performance materials with classic military and workwear inspired design to bring you the highest quality outerwear available on the market today. To this end we design our products at the Coldsmoke basecamp in Venice California, and build our products in Vancouver British Columbia, using materials sourced from the world’s most advanced fabric mills, for a superior combination of style, durability, and performance.

In our striving to strike a balance between simplicity and complexity we follow the demands of function as they lead us to create innovative and timeless forms of mountain-honest outerwear. Some of our items raise the bar of outdoor performance capability, while others blur boundaries between technical cold weather gear and refined contemporary and classic urban style. All of our garments impart a presence that is uniquely polished and capable.

AFFILIATES

We are looking for innovative, fashion-forward, stylish websites and blogs from around the world – in particular, those that specialise in fashion, outdoor activities, urban lifestyle and design – to join our global affiliate programme.

WHAT ARE THE BENEFITS?

Free to join
30-day cookie window
Commission on all approved global sales (excludes returns and cancellations)
Daily product feeds to support a variety of currencies
Competitions and giveaways
Weekly newsletters about new product arrivals, new boutiques, features and offers

WHAT’S NEXT?

E-mail affiliates@coldsmokeco.com with the name and URL of your website or blog
We will review your site and respond to your e-mail within seven days with further information on how to join the affiliate programme.