Common questions about KOOLGATOR products.

Where can I find pricing for cooling neck wraps?

Cooling neck wrap pricing can be found here.

Where can I find pricing for cooling towels?

Cooling towel pricing can be found here.

How do I request a virtual design?

Click here to request a virtual design of cooling neck wraps and/or cooling towels.

How can I get product samples?

Approved distributors can provide you with product samples. If you already work with a promotional products distributor (the person you order pens, mugs, etc… from), you can ask them to request samples from us.

You can search for an approved promotional products distributor using the search tool here or contact us to find one for you.

Where can I get more information on KOOLGATOR products?

Click here to download our e-catalog.

What makes KOOLGATOR products better than competitors?

KOOLGATOR products are completely customizable usind dye sublimation, so your branding is front and center. Print photos, multiple logos, unlimited colors, abosultely anything over the entire product, rather than just a logo on stock fabric. Not only do KOOLGATOR products look great, but they are high quality products developed from  years of research and testing to ensure you and your customers & employees are getting the best product out there.

Where can I download artwork templates for KOOLGATOR products?

Artwork templates can be downloaded here.

How can I place an order?

KOOLGATOR products are sold through authorized promotional products distributors (the people you would typically order promotional pens, mugs, etc… from).

If you’d like to place an order, you can fill out the order form here and provide your distributors information, or you can request for us to find a distributor for you.

If you’d like to search for a distributor in your area, use the search tool here.

What is the minimum order?

For Cooling Neck Wraps, the minimum order is 500 units. However, we will do less than minimum orders down to 150 units.

For Full & Half Size Cooling Towels, the minimum order is 75 units.

What is the production time for KOOLGATOR products?

75 – 2,500 units: 14 business days
5,000 – 10,000 units: 18-20 business days
10,000 + units: Call

Production time frames start from the time the artwork is approved and 50% pre-payment has been made.

How does the shipping work?

KOOLGATOR products ship directly from our factory in Mexico to your specified location. Our standard shipping method provides a 2 day delivery service, regardless of location. To utilize economy shipping, please allow an additional 14 business days after completion of your order for delivery, regardless of location.

We ship all of our orders via internatinoal air, from our international factory. Your sales order will list the entire shipping cost you will be charged. We have negotiated preferred international shipping rates and are familiar with the customs process so we do not recommend using your own shipping account.

Once the product has been delivered, we are no longer responsible for damage or loss to the product. We will maek every attempt to meet your delivery dates an in fact may ship your order earlier than requested. However, we are not responsible for delays outside of our control including, but not limited to, shipping carrier delays, weather, material shortages and customs delays.

Are rush orders possible?

We process every order as quickly as possible. However, if you need your order sooner than our standard turnaround time, a $50 rush fee will be applied.

Are there discounts on re-orders?

Due to our printing process, there is no discount provided on reorders. Colors may vary slightly from previous orders.

Over Runs or Under Runs?

Exact quantities are normally shipped, however there may be up to a 2% over runs/under runs and allowance for manufacturing defects.

How do pre-production samples work?

Cooling Neck Wrap Pre-production samples are available for $125, and Cooling Towel Pre-Production Samples are available for $150. This includes all costs, including shipping. Please allow a total of 14 business days to have 5 pre-production samples delivered to you from the time we receive your non-refundable payment and signed artwork proof. If an order is placed for 2,500 or more units from this customer, you will receive a credit on the order in the amount of the pre-production sample cost


50% pre-payment due on all orders placed. Balance due once order has been delivered. Manufacturing will not begin until the prepayment has been received. Any delays in payment may delay the delivery date of your product. Checks, Visa, MasterCard and American Express cards accepted. Past due accounts may be subject to a 1.5% per month late charge, plus any collection costs. Returned checks are subject to a $30 service charge. If your account becomes more than 60 days past due, you authorize KOOLGATOR to charge your credit card that was used for your pre-payment.


All KOOLGATOR products are shipped bulk.

What type of artwork is accepted?

Please provide your artwork in vector format, in .ai, .eps, or .pdf format. Provide PMS colors if available. PMS colors will be matched as closely as possible. However, an exact match is not possible with dye sublimation. Covnert all fonts to paths. Photographs must be embedded in the file. Embedded images should be JPEG or PSD files and have a resolution of at least 300 dpi. The dye sublimation process produces dot gain, so small or reversed elements may become illegible.

A final, digital paper color proof will be emailed to you prior to production for approval. It is your responsibility to review the proof carefully for accuracy. Any delays in artwork approval may delay the delivery date of your product.

What is the cancellation/return policy?

Since each order involves custom printing, once production has begun, your order becomes noncancellable and you are responsible for the cost of the entire order. Your pre-payment will not be returned. No credit will be issued for returned product.


We stand behind our products and will provide items of high quality. Customer service is a top priority and we will do all we can to accomodate the customer, within reason. In the event of defects in workmanship or errors for which we are responsible, products will be replaced.

Limited Liability

KOOLGATOR liability for any damages or personal liability arising from the sale, shipment, storage, handling or use of it’s products, whether based on alleged negligence or otherwise, shall not exceed the total amount paid by the customer for the goods causing said damages. In no event will KOOLGATOR be liable for any incidental, consequential, or special damages or for any damages suffered by a third party. Customer agrees to hold KOOLGATOR harmless of all claims above any and all amounts paid by the customer to KOOLGATOR.


Any claims of defects, damages, or shortages over the 2% allowance must be made in writing within 3 business days after delivery. If no such claim is made, you are acknowledging the order has been complately satisfied and fulfilled per the terms of the Sales Order and agree to promptly pay any balance still owed.

Still Need Help? Contact Us.













[email protected]

(208) 342-2535

420 W. Bannock St.
Boise, ID 83702