FAQ

Returns and Exchanges

If you are looking to return or exchange your order for whatever reason, we are here to help! We offer free returns or exchanges within 30 days of receiving your order. You can return your product for a refund to the original payment method or you can exchange your product for a different color in the same size and style. If for any reason you are unsatisfied with the product you received after 30 days we will be happy to exchange your product for a replacement within 90 days of purchase. For all purchases made during the Holidays (Nov 1^st- Dec 25^th) we will be extending our return window to January 31^st. As long as the return is started by this date we will be happy to help with a refund for your order.

Please note the following exceptions to our return and exchange policy:

• Returned items must have tags still on and be returned in original packaging
• Returned items must have no visible signs of wear or use

To initiate a return or exchange, please complete the following steps:

1. Login to our online return portal using your order number and shipping Zip code
2. Choose the products you wish to return or exchange from your order
3. Select the reason for return or exchange
4. Print your prepaid shipping label that you will receive by email
5. Send all items back to us using the label provided

Additional Information:

• Refunds take 3-10 business days to process depending on your issuing credit card or bank
• There are no additional shipping fees
• A fee may occur if the items have visible signs of wear or use  
• Please reach out to our customer support team, customercare@icemulecoolers.com, for lost or damaged items or if you have any additional questions.

Tips, Tricks & Answers

Now you have your ICEMULE. There’s really nothing else like it. So naturally, you probably have some questions. Luckily, we've got answers. Don't see what you're looking for below? Shoot us an email customercare@icemulecooler.com

Where can I find an Authorized ICEMULE Dealer?

If you’d like to find a local authorized ICEMULE dealer in your area, visit our Dealer Locator and enter your zip code. 

How can I speak to customer service?

Our customer service team is always ready to help. Just click here to send us a note. Or, feel free to give us a call directly at 1-904-325-9012.

How long does an ICEMULE® keep ice?

The ICEMULE Classic, Jaunt & Pro with POLARLAYER insulation will keep ice for 24+ hours. The Traveler and Urbano utilize our POLARPLUS insulation which will keep ice for 48+ hours. The BOSS employs our most extreme insulation profile, POLARLAYER XT which will keep ice for multiple days.

As with any cooler, ice retention is dependent on proper usage. We recommended a 2:1 ice to content ratio. Always ensure that the cooler is closed properly when not in use and avoid leaving the cooler in direct sunlight.

How much ice should I put in my cooler?

At least 10 - 12 pounds minimum will be fine, however the bigger the cooler, the more ice you'll need to ensure optimal ice retention. We recommend a 2:1 ice-to-can ratio for all our backpack coolers.

Can I use dry ice in my ICEMULE?

We strongly advise against using dry ice which will burn the inner fabric of the ICEMULE and void your warranty.

What’s the maximum weight per cooler?

An ICEMULE Backpack Cooler can carry up to 65 lbs. The only question is, can you?

How do I properly close the ICEMULE?

Most ICEMULE coolers (Classic, Pro, Boss, Urbano, Jaunt) use our patented, insulated dry bag design, which means no zippers and easy access. Closing the cooler is easy. Just roll the top toward the logo 2-3 times, after that, simply clip the cooler towards the back, twist the AirValve close and you’re set.

For the ICEMULE Traveler, we had to use a zipper. But we guarantee it’s the best damn waterproof zipper out there, which means when you have to close your cooler, you must pull the zipper all the way to the locked position. Tug again for good measure. We also give you our ICEMULE Lube, which you can use when your zipper gets too tough to pull easily. 

When opening the Traveler’s Bowhead Top, it’s best to pull up from the two side flaps, pulling up firmly will give you wide open access to all your ice-cold goodies."

What’s the IM AirValve™?

Another feature found only on the ICEMULE is the AirValve. Because of the unique design of the ICEMULE, we added the AirValve so you can release the natural layer of air captured in the PolarLayer when you roll it up for storage. It has the added benefit of enhancing the insulation when you add extra air to the cooler after it’s filled up with ice and beverages. But don’t put too much air in. If you blow it up like a balloon you’ll lose capacity. Everyone eventually finds their own perfect balance with the AirValve. Please be sure to properly close your AirValve at all times.

How should I clean my ICEMULE?

Proper maintenance of your ICEMULE is key to ensure optimal performance. If you've only stored ice inside (i.e. no food or spilled beer or soda), simply pour the ice out and hang the ICEMULE upside down to dry. If you've had organic contents in the cooler, simply put a few drops of liquid soap (e.g. dishwashing soap) inside the cooler and then hose it out. Please be sure to properly close your AirValve when cleaning. We do not recommend turning the cooler inside out for cleaning or any other reason.

How should I store my ICEMULE?

No other cooler stores as easily as the ICEMULE. You can hang it up in your garage or roll it up and stick it under the seat in your car. Make sure you let the cooler dry out before rolling it up to prevent any mildew from developing. Previously, every ICEMULE shipped with either the Utility Strap or the stuff sack for when you roll it up. However, we have found that customers tend to not use the Utility Strap, so we have phased them out in 2019. Some folks may still receive coolers with sacks or straps due to older inventory still being available at certain retail partners. 

What is the extra strap included in my Cooler?

Once upon a time, your ICEMULE came with utility strap inside your Classic & Pro Cooler. This utility strap was designed so you cinch your ICEMULE after rolling it up for storage. store your ICEMULE. You can also use this strap to secure the cooler to your boat, bike, board, or whatever!

Does an ICEMULE really float?

Absolutely. ICEMULE coolers float when properly closed, and even when its packed full of ice, beer, water, or whatever you need to keep cold. Trust us, we’ve tested this often.

Does an ICEMULE sweat?

The ICEMULE doesn't typically sweat under normal conditions. There are only two circumstances when it might. 1) If there is a hole in the interior and water has seeped into the insulation layer. 2) When it is full of ice and left in an enclosed hot space.

Why didn’t I get a stuff sack with my ICEMULE?

We originally sold the ICEMULE inside a stuff sack, primarily to demonstrate that the ICEMULE can roll up for storage. However, we found out that almost no one actually ever re-uses the stuff sack. But we did discover that people wanted a good way to secure the ICEMULE to the bottom of a pack, or a boat, etc. So, we now ship all our coolers without the stuff sack, but with a utility strap, which you can use to hold the cooler closed when rolled up, and to secure it to your pack, boat, etc.

How is the ICEMULE made?

The ICEMULE is manufactured with a focus on quality, strength and utility. That’s why the ICEMULE Cooler is tough, portable and durable. Specifically, the ICEMULE’s waterproof ‘skin’ is welded together using a method called radio-frequency welding, which actually fuses the material together at the seams. This way of creating the ICEMULE doesn’t require stitching, which means the ICEMULE is totally waterproof.

All ICEMULE Coolers have an inner shell that is 3x thicker than the average soft side cooler. Every ICEMULE is made with a heavy-duty waterproof exterior. The Pro, Pro Catch and Boss all have a 1000 denier tarpaulin fabric exterior; the toughest soft cooler shell out there that will take whatever you throw at it.

How do I properly close the IM AirValve™?

The ICEMULE AirValve can be closed by turning it ALL THE WAY to the right. This will help your cooler keep ice longer and prevent water from being able to get into the insulation. If you are having trouble closing the AirValve, try pushing down on it at the same time, this typically helps activate the AirValve and it will begin to shut and open properly.

If the cooler tips over, will it leak out water from the inside? 

When used/carried properly all ICEMULE Coolers are designed to not leak. However, most of our coolers employ a roll-top closure which can leak when turned upside down. While our roll-top ensures easy access and is excellent at keeping contents insulated and ice cold, there will be moderate leakage if the cooler is tipped over for an extended period of time (gravity is a pretty powerful force). If you know your cooler is going to be tipped over for a long period of time, we recommend using ice packs instead of ice.

The ICEMULE Traveler has a watertight zipper and it will never leak as long as the zipper is closed all the way, and locked in place.

If your cooler is leaking and you are doing everything right, reach out to Customer Support and we’ll resolve your issue.

Are the ICEMULE BOSS zippers completely waterproof?

Yes, the BOSS front and side pockets are completely waterproof. You must pull down all zippers for cooler to be waterproof. There is a small area at the bottom of the zipper that the end of the zipper pull MUST cover, or water can get in. Please make sure to pull down all zippers all the way to the end to ensure a watertight seal. We are not responsible for any damage to contents.

Can I order a replacement strap or padded sleeve? 

Yes, please send an email to customercare@icemulecooler.com for more details.

Do you have a Pro Program?

Yes, we offer discounts and special opportunities for industry professionals, and other qualified individuals. Our Pro Program is managed through Outdoorly and you must register and be vetted by their time to qualify. If you’re an employee for one of our dealers, please reach out to brittany@icemulecooler.com to learn more about our Champion Program. 

 

Do you partner with non-profits and other organizations? 

Yes, we have donated our time, dollars and products to dozens of organizations around the country. Please reach out to customercare@icemulecooler.com to learn more and get in touch.

What’s your warranty?

If you are dissatisfied for any reason, you may return any items within 90 days of delivery for a replacement.

Please note that we can only honor return/replacement requests from Authorized ICEMULE Dealers. In some cases, unauthorized sellers show up in 3rd-party shopping sites and we cannot verify that the product you purchased is a genuine ICEMULE. In such cases, we may not be able to honor your return request. If you have any questions about whether your seller is a legitimate ICEMULE dealer, please contact us and we will be able to tell you. Or, simply buy here.

IMPORTANT: We can only accept returns that are unused, in the original packaging and in re-sellable condition.

You should expect to receive your replacement within four weeks of giving your package to the return shipper, however, in many cases you will receive a replacement more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days).

If you need to return an item, simply visit our Support Page and fill out the form. We'll contact you via e-mail once we've received your message and will begin the process for returning your item. 

 

Where can I enter my promo or discount code? 

If you have signed up for our email list, you may have an exclusive promo code for your order, in order to use the code you must enter it in the Gift Card or Discount Code box on the right hand side of your screen. This will be the second screen after you have added product to cart and have accepted terms and conditions. Discounts can not be combined. Please note, international orders will not be able to enter any coupon codes or discounts. 

What are the dimensions and various sizes of ICEMULE coolers? 

All ICEMULE Coolers are measured by Length x Width x Height. These dimensions are while the cooler is In-use or folded down. We also provide the capacity by Liters, lbs and how many cold ones you can pack in your cooler with ice.  If you want to know ICEMULE Cooler size options, see the table below. 

Cooler	Length"	Width"	Height	Cans + Ice	Liters	Weight
Classic Mini	7"	7.5"	14"	6 cans + ice	9 L	1.4 lbs
Classic Small	8"	8"	16"	6 - 8 cans + ice	10 L	1.6 lbs
Classic Medium	10"	10"	16"	12 cans + ice	15 L	2 lbs
Classic Large	12"	12"	16"	18 cans + ice	20 L	2.1 lbs
Pro LG	14"	11"	17"	18 cans + ice	23 L	3.2 lbs
Pro X LG	14"	11"	20"	24 cans + ice	33 L	3.5 lbs
Pro XX LG	14"	11"	23"	36 cans + ice	40 L	3.8 lbs
BOSS	17"	11"	24"	24 cans + ice	30 L	7.5 lbs
Jaunt	8"	7"	14"	6 cans + ice	9 L	1.3 lbs
Urbano	14"	9.5"	19.5"	20 cans + ice	30 L	4.0 lbs
Traveler	22.5"	11"	13"	36 cans + ice	35 L	5.1 lbs

 

Corporate Partnerships, Customization and Bulk Orders

Can an ICEMULE be branded or customized?

Whether it's for clients, employees or your business, a customized ICEMULE cooler with your branding will make a bold statement. To decorate our coolers, we do not recommend imprinting on the cooler because it can damage the waterproof coating. We decorate using a weatherproof, adhesive printed patch in a variety of different ways. Please visit our Decoration Page or email brittany@icemulecooler.com for more details about our custom coolers.