Customer Support

  • Can I cancel my order?

    First, please contact customer support at (888) 680-9929 or via email at cool.la@care.enervee.com for an update on the order status. You may contact us M-F 9:00A-5:00P PST. * Please note: Orders can only be canceled If items have not shipped. If items have shipped then please follow our return ...

  • How can I get an update on my order?

    For assistance with orders that have already been placed, please send an email to cool.la@care.enervee.com or via phone at 1-888-680-9929

  • How do I place an order?

    If you are having issues with placing your order, please reach out to the Cool LA Marketplace support team via email at cool.la@care.enervee.com or via phone at 1-888-680-9929

  • How do I view my orders?

    An order confirmation email is sent after each order is placed. You can view that specific order in one of three ways: ● The contents of the email and/or, ● Clicking the “View Your Order” link within the email which allows you to view your full order. ● On the settings page, after you log in via...

  • Is my payment information secure?

    The protection of your payment information is very important to us.  We take every possible precaution to protect your payment information. All payments are processed using enterprise-level encryption, safety protocols, and are PCI DSS compliant.

  • What happens if my order is lost or stolen? Ie. (lost, stolen, etc.)

    If you haven’t received your order, please check the tracking information provided and contact the shipper (FedEx or USPS) if there were delivery issues. Then, please contact Cool LA Marketplace Support  at (888) 680-9929 or via email at cool.la@care.enervee.com.

  • Who should I contact if I have questions?

    You can reach our Cool LA Marketplace support team by phone at  (888) 680-9929 (Monday through Friday 9:00a - 5:00p Pacific Time) or send an email to cool.la@care.enervee.com.

  • Why must my billing and shipping address match?

    We require the shipping address to match the credit card billing address in an effort to mitigate fraudulent activity and to provide a much safer method of handling credit card data. Please reach out to the Cool LA Rewards Marketplace support team if you need assistance placing your order. The Co...