Cool Glow FAQ's
1. When will I get my products?
A: The shipment of your products depends on the shipping option you select. For ground shipments, you will receive in-stock items in approximately 5-7 business days. For faster delivery, you can choose rush production (standard production is 48 hours) and/or expedited shipment.
2. Is CoolGlow.com a secure website?
A: Cool Glow places great importance on customer privacy and security. Strict standards are in place to ensure that all processed information is confidential. We exceed industry standards and are backed by the Better Business Bureau and additional security portals. Please email us at
or call us at 888.909.4569 if you have any additional concerns. We want to ensure that all customers are confident when placing an order.
3. How much is shipping?
A: Shipping rates vary on the number of items you order, the shipping address and the shipping option you select (ground, 2 day express, overnight). Please call us or visit our shipping information page for additional details.
4. How do I get free shipping?
A: You are eligible for free ground shipment when you spend more than $38.99. If you choose another promotion for your order (i.e., coupon discount or free product), free shipping will not apply. Free shipping is not available for Hawaii and Alaska.
5. Do you ship internationally?
A: Yes, we ship internationally to most countries. Please contact us directly at 888.909.4569 for additional details and options.
6. How does a glow stick work?
A: All glow products have chemicals inside that activate when the glow product is snapped. When you snap and shake the glow product, the chemicals will blend together, activate and start to glow! For best results, use the product in darker environments.
7. How long does the glow last in glow sticks, necklaces, bracelets and novelties?
A: After the product is activated, a glow item will stay lit for 4-6 hours. A glow item cannot be reactivated once used.
8. What types of payment do you accept?
A: We accept the following credit cards: Visa, Mastercard, Discover and American Express. We also create Net 30 day accounts for individuals that meet purchase order requirements.
9. Can I get products by tomorrow? Do you offer rush shipments?
A: Yes, we offer various expedited shipping options. If your order is placed before 2 p.m. CST, you can select the rush production option (at an additional cost) and select overnight shipment for next day delivery. Please understand that express shipments may be delayed if an item is out-of-stock.
10. I have more than one promotion code, can I use them both?
A: Only one promotional deal or coupon code can be used at a time. Free shipping options and/or other promotional deals cannot be combined.
11. Can I place an order with Google Checkout?
A: Yes, we accept Google Checkout payments. We have many customers who choose to use Google Checkout to place an order.
12. Will I have to pay tax on my order?
A: Cool Glow will only charge tax (8.25%) if you are having your order shipped to anywhere in the state of Texas. If your order is shipped to any of the other states, tax will not be included. If you are tax exempt, please fax a completed tax exemption form to 214.292.9302. Once received, we will remove the sales tax from your order.
13. Will I receive my balloons inflated?
A: When you place an order for our Mylar, latex or LED balloons, you will not receive them inflated. If we were to inflate the balloons they would deflate or pop by the time they were delivered. You may use helium or alternative air inflators to blow up the balloon(s).
14. Are batteries included with every LED item?
A: Please review the description for the LED item(s) you are interested in. The description will detail what all is included with the product. If batteries are not included, the product will be noted.
15. Do you customize products with a business name or logo?
A: Yes, most of our products are customizable and/or imprintable. Please contact us for details on pricing, production times and delivery. We have unbeatable prices and many satisfied customers!
16. What logo/photo formats do you accept for custom printing?
A: We prefer to receive vector images (Illustrator or Corel Draw) for printing. We will also accept high resolution (300 dpi minimum) JPG, EPS, PSD or TIFF files. Currently, we do not accept PNG files.
17. Do I get cheaper pricing if I buy more products?
A: Yes, the more products you buy the better the pricing. If you visit CoolGlow.com, you will see the tiered price breakdown. The first, left column will show the number of packs you will need to buy, and the right-most column will show you the discounted price for those packs.
18. How many items come in one pack?
A: When you click on a product at CoolGlow.com the product description will state “Each pack contains” and specify the number of pieces per pack. The tiered pricing chart will then show you the price for each pack and each, individual piece. The number of items per pack varies.
19. How do I get a 15 percent discount?
A: On average a customer can save up to 15% on their order by calling us to place an order at 888.909.4569. This 15% is not deducted off the total value of the order, but discounts are available through the current promotional deals – i.e., free shipping, free products, coupon discounts.
20. Do you ship on the weekends?
A: If you would like a weekend delivery please call us at 888.909.4569. Our representatives will use the UPS and FedEx systems to determine if Saturday delivery is available in your shipping area. Additional fees will apply for Saturday deliveries.
21. What is the optional warranty?
A: Cool Glow offers an optional warranty that is available for purchase (at an additional cost) with the purchase of any product(s). The warranty provides a customer with an option to replace any products that were damaged while in transit. The optional warranty expires twelve (12) hours after the products have been delivered to the customer. If any ordered products have been damaged during transit, the customer must notify Cool Glow of the damage by phone within twelve (12) hours of delivery. Only the damaged products will be replaced. The replacement products will be shipped via FedEx or UPS standard ground. Rush or express shipping costs are not covered by this warranty.
22. What is the difference between your Supreme LED foam stick batons and the Premium?
A: The Supreme batons are a higher quality and have more LED functions than the Premium foam sticks. The Supreme batons are 16 inches long and 1.8 inches in diameter, while the Premium batons are 18 inches long and 1.5 inches in diameter. The Premium batons have 3 flashing functions, and the Supreme baton has a few additional functions (7) which include: morphing LEDs and single color flashing modes. Both foam stick batons are soft, have ultra-bright LEDs and are amongst our most popular items. Great for sporting events, festivals, promotions, school spirit events and more – these batons are a must-have!
23. How can I get a catalog?
A: Currently we do not have a catalog which showcases our large selection of more than 10,000 party items! However, we develop pamphlets which showcase some of our hottest glow and LED party items. Please call us at 888.909.4569 or email us at
to request for a PDF or hard copy of this catalog. A full range of our products can be seen on our website.
24. What is your return policy?
A: Cool Glow does not allow any returns or provide any refunds to customers unless Cool Glow mistakenly ships a product other than the product that was ordered. We do not accept a return if the customer is simply dissatisfied or no longer requires the product. In the event we allow a return or exchange, re-stocking fees in the amount of twenty percent (20%) of the order price may apply. Shipping costs will not be refunded. Policy will vary for individuals that purchase the optional warranty.
25. Where is Cool Glow located?
A: Cool Glow’s headquarter office is located in Coppell, Texas. We ship all over the continental United States, Canada and various countries.
26. Do you have a wholesale program or bulk pricing?
A: Yes, Cool Glow has a department just for wholesale customers or resellers. For case pricing and special wholesale promotions please call us at 888.909.4569 extension 3.