General FAQs

Where can I find the manual?

A manual is included with every product. You can also download them on the product page.

Is my medication allowed in checked baggage?

No, always keep your medication and cooler in your hand luggage.

Although the temperature in the baggage compartment nowadays generally no longer drops below zero, with checked baggage you risk your suitcase getting lost or delayed, leaving you without medication. Furthermore, you do not have access to it during the flight, and the luggage can sit on the tarmac at the airport for a long time in the full sun or freezing cold. Therefore, always keep your medication close to you.

How can I pay if I want to use a payment method other than PayPal?

Do you see a large button for PayPal Express Checkout immediately during checkout, but would you like to pay using another method (such as iDEAL or credit card)?

Then click the "Checkout" (or "Payment") button at the bottom of the shopping cart.

This allows you to skip the quick PayPal option and land on the standard overview page. There, you can then calmly enter all your details and select your preferred payment method (such as iDEAL, Bancontact, Apple Pay, or credit card).

Is a cooler bag or cool box reimbursed by my health insurer?

This varies by insurer and policy. Some insurers fully or partially reimburse medical aids for chronic medication. Please check with your insurer or healthcare provider, using our invoice and product description. We cannot guarantee reimbursement.

Do you also supply to businesses or healthcare institutions?

Yes. For pharmacies, clinics, hospitals, and manufacturers, we supply in larger quantities, with the option of custom branding. Contact us at support@medicooler.com for a quote.

I need an invoice in my name.

Enter your company or institution details during checkout to automatically receive an invoice in your name. Do you need it later? Email your order number and the correct details to support@medicooler.com, and we will send it to you.

Can I reorder individual parts?

Yes. Gel packs, gel cushions, adapters, and accessories can be ordered separately in the webshop, so you do not have to replace your bag or cool box entirely. If your part is not listed online, please email support@medicooler.nl

What should I do if my product has a malfunction or complaint?

Please let us know as soon as possible via support@medicooler.com. In the vast majority of cases, we find a suitable solution immediately.

If it is not possible to resolve the complaint amicably, as a consumer you can make use of the free dispute mediation service of WebwinkelKeur via webwinkelkeur.nl. You can also turn to the European ODR platform (http://ec.europa.eu/odr).

Shipping & Returns FAQs

When will my order be shipped?

If you order on business days (Monday to Friday) before 16:00 PM, your package will be shipped the same day!

Orders placed after 16:00 PM or on weekends will be shipped on the next business day. As soon as your package is on its way, you will automatically receive a Track & Trace code to track your shipment.

I haven't received a track and trace code. What now?

After placing your order, you will first receive an order confirmation. As soon as the package has been handed over to the carrier, a message with your track-and-trace code will follow.

Can't see it? First, check your spam or junk mail folder and verify that the email address in your order is correct. If you still can't figure it out, email us your order number at support@medicooler.com and we will look it up for you.

How much does shipping cost and how fast is delivery?

The exact shipping costs and expected delivery time are automatically calculated in the checkout. This depends on the weight of your package and the specific location where it is being sent.

My package has not arrived or arrived damaged.

Email us at support@medicooler.com with your order number and, in case of damage, a photo of the packaging and the contents. We will arrange a solution and handle the process with the carrier. You do not have to chase the carrier.

I am leaving soon. Can the delivery be faster?

We are currently still working on integrating Express shipping into our webshop. Therefore, a standard express option is not yet directly selectable during checkout.

Do you really need your order fast due to an upcoming trip? Then contact our customer service immediately via email or WhatsApp. Please include your desired delivery date and address, and we will immediately check manually what is possible to get your package to you as soon as possible!

Do you also deliver outside the Netherlands?

We ship to all countries within the European Union (EU):

Shipping destinations: Belgium, Bulgaria, Cyprus, Denmark, Germany, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Austria, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, Czech Republic and Sweden.

Shipping costs: The exact shipping costs are automatically calculated at checkout, depending on the weight of your package and the destination address.

Customs and VAT: Because all shipments remain within the European Union, you do not pay any additional import duties or customs fees. VAT is included directly in the total price.

Electric cool box support

My electric cool box isn't cooling properly. What can I check myself?

For optimal operation of the MediCooler, good airflow is essential. Follow the points below to resolve the problem:

Ensure sufficient clear space around:

The cool box expels warm air and must be able to draw in 'clean', cool air. Do not place it too close to a wall, in a cupboard, drawer, enclosed space, or suitcase. This causes it to continue circulating its own warm air, which hinders cooling.

Pay attention to the bottom and the surface:

The cool box draws in air from the bottom. Always place the device on a flat, hard surface. Avoid carpet or fabric mats; the feet sink into them, blocking the airflow and causing the temperature to rise rapidly.

Tip: Use the included white stand. This increases airflow and ensures that less dust is sucked up.

Avoid direct sunlight and warm places:

Always place the cool box in a shady spot with good air circulation.

Please be careful when using the shoulder bag:

In warm outdoor temperatures, the bag may retain excess heat, causing the cool box to cool slightly less powerfully. Ensure sufficient ventilation when stationary. As soon as you are in motion, a better airflow is created automatically, and using it in the bag is not a problem.

Give the cooler time to stabilize:

Connect the box to the wall socket or car socket and allow it to cool down and stabilize for approximately 15 minutes after switching it on before placing the medication inside.

Does the problem persist?

Then send us an email at support@medicooler.com. Please include your order number and a brief description of the problem, and we will look into it with you immediately!

Are your products waterproof?

No. The electric cool box is an electrical appliance and must remain dry. The cool bags are also splash-proof, but not waterproof.

2-8 °C support

My gel pack is leaking. What now?

When the gel packs are frozen, they remain flexible. However, they are more susceptible to impact while frozen. If a gel pack falls to the ground, a small chip or hairline crack may form that only starts to leak once the pack thaws.

The gel packs consist of two layers: a blue and a white outer layer. Do you see a small tear in the blue layer? Don't worry! As long as the inner layer is intact and no gel is leaking out, the gel pack is not leaking and you can continue to use it safely. The pack is only leaking if gel actually leaks out. The gel itself is not dangerous, but the gel pack will no longer function properly.

Storage tip: Store your gel packs neatly stacked in a designated corner of the freezer. This prevents them from falling out when opening the door.

What happens if I use the product at a temperature higher than 24°C?

24 degrees is the average temperature in an aircraft cabin. If the outside temperature is higher, it will not last as long. At approximately 32°C, you should expect about 30 percent less time than the stated duration.

That is not a shortcoming of the product, but physics: the greater the temperature difference with the outside, the shorter the total cooling time of the bag.

How do you test the cooling time?

We fill pens, vials, and syringes with water and cool them in a refrigerator to between 2 and 8°C. We place temperature sensors inside so that we measure the liquid itself and not the surrounding air. The gel packs freeze for at least 12 or 14 hours at -18°C (depending on the product).

Next, the entire bag is placed in a room with a constant temperature, and we record the temperature every minute for the entire specified duration.

How do I clean my cooler bag or cool box?

You can clean the inside with a damp cloth and mild soap, and let it dry completely before storing it. Do not put it in the washing machine or dishwasher.

16-25 °C support

Which water can I use for the evaporative cool bag?

Tap water works best. Never use seawater, as the salt builds up and permanently blocks water absorption. Also, do not use stagnant water from a ditch or lake.

My gel pillow no longer absorbs water. What can I do?

It probably contains limescale. Depending on where you live, limescale builds up in the polymers and blocks water absorption. Soak the cushion in water with a splash of vinegar, just like you would descale a kettle. If that doesn't help, order a new gel cushion as an accessory.