Shipping policy

Cool Breath – Shipping Policy

Overview

This Shipping Policy explains how Big Creative Group LLC, trading as Cool Breath (“Cool Breath”, “we”, “us” or “our”), processes and ships orders for the current electronic oral spray device and original pods placed through our website.

Cool Breath sells to the countries enabled at checkout, which currently include the United States, Canada, Australia, countries in Europe and certain other international destinations. Shipping countries are not necessarily the same as countries in which Cool Breath advertises. We use ShipBob as our fulfilment provider, with a principal warehouse in Levittown, Pennsylvania, USA, although multiple ShipBob warehouses may be used from time to time.

Please read this Shipping Policy carefully before placing an order. It should be read together with our Terms and Conditions of Sale, Returns and Replacement Policy, and any information about the electronic oral spray device or original pods shown at checkout.

Where We Ship

We currently ship to the following destinations where enabled at checkout:

  • Albania
  • Australia
  • Austria
  • Belgium
  • Canada
  • Croatia
  • Czech Republic
  • Denmark
  • Finland
  • France
  • Germany
  • Hungary
  • Ireland
  • Italy
  • Japan
  • Kuwait
  • Luxembourg
  • Malta
  • Mexico
  • Netherlands
  • New Zealand
  • Norway
  • Poland
  • Portugal
  • Spain
  • Sweden
  • Switzerland
  • United Arab Emirates
  • United Kingdom
  • United States

Shipping destinations may change from time to time and are subject to the countries and shipping methods actually enabled at checkout.

We may decline, suspend or restrict shipping to certain territories at any time, including where:

  • local laws or regulations restrict the sale, import or transport of the electronic oral spray device or original pods;
  • courier or battery transport rules prevent shipment;
  • customs clearance is unreliable or unavailable;
  • sanctions, trade restrictions or other compliance concerns apply; or
  • the destination is not enabled at checkout or our fulfilment partners do not service it.

Order Processing

Standard orders

Orders are usually processed within 24–48 hours after:

  • payment has been successfully authorised and received; and
  • any fraud or age checks have been completed.

Orders are not normally processed on weekends or public holidays observed by our fulfilment partners.

High-volume periods

Processing may take longer during:

  • major promotions;
  • seasonal peaks;
  • severe weather events; or
  • carrier network disruption.

If processing is materially delayed, we will use reasonable efforts to notify you using the contact details provided with your order.

Separate processing for subscription orders where offered

Where subscriptions are offered and you purchase the electronic oral spray device or original pods on a subscription basis, recurring orders will usually be processed according to your selected subscription cycle and billing date, subject to:

  • stock availability;
  • payment authorisation;
  • any changes made by you before the applicable cut-off date; and
  • operational or carrier constraints.

You are responsible for ensuring that your subscription details, payment method and delivery address remain accurate and current.

Shipping Methods and Carriers

We may use one or more shipping methods and logistics partners depending on whether an order contains the electronic oral spray device, original pods or both, as well as the destination, parcel size and regulatory requirements.

For US orders, our main carriers may include FedEx, UPS and USPS. We may also use smaller carriers and such other providers as we may select from time to time.

We may also use:

  • third-party fulfilment centres;
  • warehouse partners;
  • consolidators;
  • last-mile delivery providers; and
  • specialist carriers for the electronic oral spray device, which contains a battery or regulated components.

We do not guarantee that a particular carrier will be used unless we expressly agree otherwise in writing.

Delivery Estimates

Any delivery dates or times shown on our website, in checkout, in order confirmation emails or in shipping notifications are estimates only, unless we expressly state otherwise.

Estimated delivery windows may be, for example:

  • US Standard Shipping: 3–7 business days
  • US Express Shipping (excluding Alaska, Hawaii and Puerto Rico): 2–3 business days
  • Canada, Australia, Europe and the rest of the world Standard Shipping: 10–14 business days
  • Canada, Australia, Europe and the rest of the world Express Shipping: 7–10 business days

Delivery times are affected by a range of factors outside our direct control, including:

  • carrier capacity;
  • customs screening and clearance;
  • weather conditions;
  • local delivery conditions;
  • remote-area surcharges or delays;
  • regulatory inspections;
  • battery transport handling requirements; and
  • force majeure events.

For that reason, delivery estimates are not guaranteed and should not be treated as fixed commitments.

Shipping Charges

Shipping fees will be shown at checkout where applicable.

Shipping costs vary based on the bundle purchased and pricing tests in effect at checkout. Charges may vary depending on:

  • destination;
  • shipping method selected;
  • order value;
  • weight or volumetric weight;
  • promotional eligibility;
  • subscription status, where subscriptions are offered; and
  • applicable surcharges, including those relating to battery transport.

Unless stated otherwise, shipping charges are non-refundable once fulfilment has begun, save where required by applicable law or where we agree otherwise under our Returns and Replacement Policy.

Delivery Address Requirements

You are responsible for providing a complete and accurate delivery address at checkout.

Please check carefully that your order details are correct, including:

  • recipient name;
  • street address;
  • flat, suite or unit number;
  • postcode or ZIP code;
  • country;
  • contact telephone number; and
  • email address.

We are not responsible for delays, failed delivery attempts or additional costs caused by incomplete, inaccurate or outdated address information provided by you.

Address changes

If you need to amend your delivery address, please contact us promptly at hello@trycoolbreath.com.

We will try to assist, but:

  • we cannot guarantee that changes can be made once an order has been submitted;
  • once an order has entered picking, packing or dispatch, changes may no longer be possible; and
  • where subscriptions are offered, address changes for subscription orders must usually be made before the relevant renewal cut-off time.

Tracking

Where tracking is available, we will send you a shipping confirmation email with tracking details once your order has been dispatched.

Please note:

  • tracking may take time to update after dispatch;
  • some lower-cost or cross-border services may provide limited tracking;
  • local delivery partners may scan parcels only at certain stages; and
  • multiple parcels from the same order may have separate tracking numbers.

Split Shipments

We may ship your order in multiple consignments where reasonably necessary, including where:

  • the electronic oral spray device and original pods are stored in different warehouses;
  • subscriptions are offered and subscription and non-subscription orders for the electronic oral spray device or original pods are processed separately;
  • the electronic oral spray device or original pods require separate handling;
  • part of your order is ready for dispatch sooner than the remainder; or
  • carrier, customs or battery transport rules require separate packaging.

Where your order is split:

  • you may receive more than one dispatch email;
  • the electronic oral spray device and original pods may arrive on different dates; and
  • separate carriers may be used.

Unless required by law, a split shipment does not entitle you to cancel the entire order once fulfilment has begun solely because items arrive separately.

Subscription Shipments Where Offered

Where subscriptions are offered, for subscription orders:

  • your subscription will be shipped according to the billing and fulfilment schedule applicable to your plan;
  • dispatch dates may vary slightly due to weekends, public holidays, carrier schedules or operational constraints;
  • if payment fails, shipment may be delayed until payment is successfully collected; and
  • any skip, pause, cancellation or address change request must be made before the cut-off stated in your subscription terms or customer account.

We will use reasonable efforts to maintain continuity of subscription fulfilment, but uninterrupted dispatch cannot be guaranteed.

Failed Delivery Attempts

If delivery cannot be completed, the parcel may:

  • be re-attempted by the carrier;
  • be held at a local depot, collection point or parcel locker;
  • be returned to sender; or
  • be treated as undeliverable.

This may happen, for example, if:

  • no one is available to receive the parcel where signature is required;
  • the address is incomplete or incorrect;
  • access to the premises is restricted;
  • the parcel is refused;
  • customs charges are not paid; or
  • the carrier is unable to complete delivery for regulatory or operational reasons.

If a parcel is returned to us or our fulfilment partner as undeliverable, we may charge you for:

  • re-shipping costs;
  • return handling charges;
  • storage fees charged by the carrier or fulfilment provider; and
  • any non-recoverable duties, taxes or fees.

We will not charge such amounts where the failed delivery is caused solely by our error, subject to verification.

Incorrect Address and Refused Parcels

If you provide an incorrect address, or if you or the recipient refuse delivery without a lawful basis, we may treat the order as undeliverable.

In that case:

  • replacement or re-shipment may be offered at your cost;
  • any original shipping charge may not be refunded;
  • additional carrier fees may apply; and
  • any refund, if offered, may be reduced by non-recoverable shipping, handling, customs or return charges, subject to applicable law.

Nothing in this policy limits any non-excludable statutory rights you may have as a consumer.

Lost Parcels

If you believe your parcel has been lost in transit, please contact us at hello@trycoolbreath.com as soon as reasonably possible after the estimated delivery date.

To help us investigate, we may ask for:

  • your order number;
  • confirmation of the delivery address;
  • a description of the issue;
  • any tracking screenshots or carrier messages; and
  • where relevant, a signed declaration of non-receipt.

We will work with the carrier and fulfilment partner to investigate. Depending on the outcome, we may, where appropriate:

  • send a replacement;
  • provide store credit; or
  • offer another reasonable remedy in accordance with our Returns and Replacement Policy and any mandatory consumer rights.

We do not accept responsibility for parcels shown by the carrier as delivered to the address supplied by you unless there is evidence of carrier error, fraud or other circumstances requiring further review under applicable law. If you did not purchase Shipping Protection, Cool Breath may offer a replacement shipment for a lost or stolen parcel on a case-by-case basis, with reshipment charges starting from USD 12.49.

Damaged Parcels

If your parcel arrives visibly damaged, please:

  1. take photographs of the outer packaging, shipping label and contents;
  2. keep all packaging materials where reasonably possible; and
  3. contact us at hello@trycoolbreath.com as soon as reasonably possible after delivery.

If the electronic oral spray device or original pods appear damaged, defective or unsafe to use, please do not use them and contact us immediately.

We will assess the issue and, where appropriate, provide a suitable remedy, which may include replacement, further inspection instructions or another remedy required by law.

Shipping Protection

Optional Shipping Protection may be offered at checkout for USD 3.49. If purchased, Shipping Protection covers transit damage, loss and theft, and if a covered event occurs, we will reship the entire order free of charge.

Shipping Protection does not cover loss or theft caused by customer negligence, including where you provide an incorrect shipping address. If an order is successfully delivered to the wrong address entered by the customer, Shipping Protection is not valid.

If you do not purchase Shipping Protection, Cool Breath may offer reshipment for a lost, stolen or damaged shipment on a case-by-case basis, with reshipment charges starting from USD 12.49. If you provide the wrong address and do not purchase Shipping Protection, any replacement or reshipment will be at your cost unless required otherwise by applicable law.

Title and Risk

Ownership of the goods and risk of loss or damage may pass at different times depending on the destination, shipping method and applicable law.

As a general rule:

  • title to the goods will pass as provided in our Terms and Conditions of Sale; and
  • risk of loss or damage will pass in accordance with the applicable contract terms, subject always to any mandatory consumer protection laws that apply in your country, state or province.

Where mandatory law provides that risk remains with the seller until delivery to the consumer, nothing in this Shipping Policy is intended to override that rule.

International Orders, Duties and Taxes

For international orders, you may be required to pay:

  • customs duties;
  • brokerage fees;
  • clearance fees; and
  • any other charges imposed by local authorities.

Unless expressly stated otherwise at checkout, these amounts are your responsibility as the importer or recipient.

You are also responsible for:

  • checking whether the electronic oral spray device and original pods may lawfully be imported into your destination;
  • complying with local laws, regulations and age restrictions;
  • providing any information reasonably required for customs clearance; and
  • paying all import-related charges when due.

If you fail to pay applicable import charges or provide required information, this may result in:

  • customs delay;
  • return of the parcel;
  • confiscation or destruction by authorities; or
  • additional fees.

We are not responsible for delays or losses caused by customs procedures, import restrictions or local regulatory action, except where liability cannot lawfully be excluded.

Customs Delays

Customs authorities may inspect parcels at their discretion. Customs processing times vary by destination and are outside our direct control.

Accordingly:

  • customs clearance times are not included in any delivery estimate unless expressly stated;
  • we cannot guarantee release dates for international consignments; and
  • customs delay does not automatically entitle a customer to cancellation, refund or compensation beyond mandatory legal rights.

Battery Transport and Restricted Goods

Because the Cool Breath electronic oral spray device contains a battery or components subject to transport rules, shipping may be restricted or delayed.

We may refuse or limit shipment where:

  • battery transport regulations prohibit carriage to the destination;
  • air transport restrictions apply;
  • the carrier refuses the shipment;
  • packaging or labelling requirements cannot be met; or
  • local import laws classify the electronic oral spray device or original pods as restricted or prohibited.

Certain destinations, shipping methods or delivery speeds may therefore be unavailable.

We reserve the right to:

  • change carrier or route;
  • require a different shipping service;
  • separate the electronic oral spray device and original pods into different parcels; or
  • cancel and refund an order where shipment is not reasonably possible.

Restricted Destinations

We may restrict sales or shipping to destinations where the electronic oral spray device or original pods are unsuitable or unlawful to supply, including due to:

  • product safety rules;
  • battery transport restrictions;
  • sanctions or export controls;
  • age-restricted product rules;
  • consumer product registration requirements;
  • customs enforcement trends; or
  • carrier non-service areas.

A list of restricted destinations may be published on our website or provided on request, but availability may change without notice.

Force Majeure and Events Outside Our Reasonable Control

We are not responsible for delay or failure to dispatch or deliver where caused by events outside our reasonable control, including:

  • severe weather;
  • flood, fire, earthquake or other natural events;
  • war, terrorism, civil unrest or sanctions;
  • industrial disputes;
  • power, systems or telecommunications failures;
  • carrier disruption;
  • supply chain interruption;
  • customs holds;
  • governmental action; or
  • other events outside our reasonable control.

Contact Us

If you have any questions about shipping, delivery status or a shipping-related problem, please contact us:

Email: hello@trycoolbreath.com
Website: https://trycoolbreath.com/

When contacting us, please include:

  • your full name;
  • order number;
  • delivery address; and
  • a brief description of the issue.

Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes in our operations, carriers, fulfilment network, the electronic oral spray device or original pods, or legal requirements.

The latest version will be published on our website with an updated effective date.

Effective date: 15 October 2026