Take a couple of close-up photos of the broken pack, clean up the PCM, and give us a call at 855-232-7233. We will want to see the photos of the broken pack and will want to know what you were doing when the pack broke. 

If your Cooling Packs are within the 1-year warranty and the damage was caused by a manufacturing defect we will replace them. If you are beyond the 1-year warranty or if the Cooling Pack broke from its normal lifetime usage or negligence this is a great opportunity to use our recycling program and get a new set of Cooling Packs at a deeply discounted price! 

The PCM can be cleaned up with Dawn dish soap, and you can clean your Vest Garment with the same Dawn soapy water or Shout Laundry Stain Remover. If you have questions, read more on our cleaning blog.

Questions about our vests or shipping? Reach out to the ThermApparel team toll-free at 855-232-7233, write to us through our website’s contact form or chat with us via live chat. We always respond because, otherwise, that wouldn't be cool.