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Customer Service

Welcome to the help directory. How can we help you today?

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Find out when your order will arrive. Track your order from production, to your front door.

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Get help completing your order from our friendly customer service team based at our headquarters in Jacksonville, FL.

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Save Time - Answer Questions About Your Order Below

Looking for answers about your order? Most of our customers are able to answer any questions they have using our curated FAQ.

You may cancel at any time prior to the order going into production. Once items have been customized, we can no longer accept a cancellation or modification. If you need to change your order for any reason, please contact us at and we will be happy to assist you.
It is our company’s mission every day to process your order timely, and accurately as you have entered it. Returns are not typically accepted for customized orders. However, we want you to be happy with your product. Therefore, for customized orders where errors were made due to the reasons listed below, we will make the necessary corrections and reship your original order at no charge to you.
  • 1. The order was damaged or lost during shipping.
  • 2. Item includes a spelling error made by My Koozie.
  • 3. Item had incorrect customization features.
Note: If the customer made a misspelling or chose the incorrect options, this would disqualify the product from being returned.
Our dedicated team at works diligently to ensure every order goes out within 2-3 business days. Production time can vary depending on the size of the order, customization options the customer chooses, etc.
Full color means exactly that! You can get ANY photo, art or logo in just the colors you want it. Read more about our products here.
If you need a proof of your order before we make and ship it, please note that this will slow down production and shipping. Contact us to get help with your proof. Have your order number ready if possible.
Yes! We are the official Koozie® brand store. We sell only the real thing. No imposters here!

We accept returns of products received within 14 calendar days. The date you received your order is determined by the delivery confirmation data from UPS, USPS or other carrier.

All returned items must meet at least one of these requirements:

  • Order was damaged or lost during shipping.
  • Item includes a spelling error made by and not by you.
  • Item had incorrect features or customization options.

Note: If a misspelling was made by the customer, or the incorrect options were chosen by the customer, we cannot guarantee a refund/exchange, but we love keeping our customers happy and will try our best to remedy the issue.

There are absolutely no fees associated with returns due to our error. The purchase price, along with shipping charges, are refunded to you through the same payment method used to purchase the product.

Exchanges are not accepted due to our products being personalized just for you!

Our team is available via email, chat or phone, Monday – Friday, 8:30 am to 5:00 pm Eastern Standard Time. After hours please use our contact form. For all return or replacement requests, include your invoice number, order confirmation number and email address used when placing the order.