General FAQs

Where can I find the manual?

Every product comes with a manual. You can also download it from the product page.

Can my medication go in checked luggage?

No, always keep your medication and cool box in your hand luggage.

Although the temperature in the hold no longer drops below zero in most cases nowadays, with checked luggage you risk your suitcase being lost or delayed, leaving you without medication. What's more, you have no access to it during the flight, and luggage can stand on the airport apron for a long time in full sun or freezing cold. So 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 PayPal Express Checkout button straight away at checkout, but want to pay another way (such as iDEAL or credit card)?

Then click the "Check out" button at the bottom of the basket.

This skips the quick PayPal option and takes you to the standard overview page. There you can fill in all your details at your leisure and select your preferred payment method (such as iDEAL, Bancontact, Apple Pay or credit card).

Will my health insurer reimburse a cooling bag or cool box?

That differs per insurer and per policy. Some insurers fully or partly reimburse aids for chronic medication. Check with your insurer or healthcare provider and use our invoice and product description. We cannot promise reimbursement.

Do you also supply businesses or healthcare institutions?

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

I need an invoice in my name.

Enter your company or institution details at checkout and you will automatically receive an invoice in your name. Need it afterwards? Email your order number and the correct details to support@medicooler.com and we will send it to you.

Can I order individual parts?

Yes. Gel packs, gel pads, adapters and accessories can be ordered separately in the webshop, so you don't have to replace your whole bag or cool box. Is your part not listed online? Then email support@medicooler.nl

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

Let us know as soon as possible via support@medicooler.com. In the vast majority of cases, we find a suitable solution straight away.

If the complaint still cannot be resolved between us, as a consumer you can use WebwinkelKeur's free dispute mediation 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 dispatched?

Order on a working day (Monday to Friday) before 16:00 and your parcel will be dispatched the same day!

Orders placed after 16:00 or at the weekend are dispatched on the next working day. As soon as your parcel is on its way, you will automatically receive a Track & Trace code so you can follow 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 parcel has been handed over to the carrier, you will receive a message with your track-and-trace code.

Can't find it? First check your spam or junk folder and whether the email address in your order is correct. Still stuck? Email your order number to support@medicooler.com and we will look it up for you.

How much does shipping cost and how quickly will it be delivered?

The exact shipping costs and expected delivery time are calculated automatically at checkout. They depend on the weight of your parcel and the specific location it is being sent to.

My parcel has not arrived or arrived damaged.

Email us at support@medicooler.com with your order number and, in the case of damage, a photo of the packaging and the contents. We will arrange a solution and deal with the carrier at our own expense. You don't have to chase the carrier.

I'm leaving soon. Can delivery be faster?

We are currently still integrating express shipping into our webshop. A standard express option therefore cannot yet be selected directly at checkout.

Do you really need your order quickly because of an upcoming trip? Then contact our customer service directly by email or WhatsApp. Include your preferred delivery date and address, and we will immediately check manually what is possible to get your parcel to you as quickly as possible!

Do you also deliver outside the Netherlands?

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

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

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

Customs and VAT: Because all shipments stay within the European Union, you do not pay any extra import duties or customs charges. VAT is included in the total price.

Electric cool box support

My electric cool box is not cooling properly. What can I check myself?

Good airflow is essential for the MediCooler to work optimally. Go through the points below to solve the problem:

Make sure there is enough free space around it:

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, or in a cupboard, drawer, enclosed space or suitcase. Otherwise it keeps recirculating its own warm air, which hampers cooling.

Check the underside and the surface:

The cool box draws in air from the underside. Always place the device on a flat, hard surface. Avoid carpet or fabric mats; the feet sink into them, which blocks the air supply and can make the temperature rise quickly.

Tip: Use the supplied white stand. It increases airflow and means less dust is drawn in.

Avoid direct sunlight and warm places:

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

Take care when using the shoulder bag:

In warm outside temperatures, the bag can hold in extra heat, making the cool box cool slightly less powerfully. When you are standing still, make sure there is enough ventilation. As soon as you are on the move, there is automatically better airflow and using it in the bag is no problem.

Give the cool box time to stabilise:

Connect the box to the wall socket or car socket and, after switching it on, let it cool down and stabilise for about 15 minutes before putting your medication in.

Problem not solved?

Then send us an email via support@medicooler.com. Include your order number and a short description of the problem, and we will look into it with you straight away!

Are your products waterproof?

No. The electric cool box is an electrical appliance and must be kept dry. The cooling bags are splash-resistant, but not waterproof.

2-8 °C support

My gel pack is leaking. What now?

When the gel packs are frozen, they stay flexible. Even so, they are more sensitive to knocks when frozen. If a gel pack falls on the floor, a corner or hairline crack can form that only starts to leak once the pack thaws.

The gel packs consist of two layers: a blue layer and a white outer layer. See a crack in the blue layer? Don't worry! As long as the inner layer is intact and no gel is coming out, the gel pack is not leaking and you can safely keep using it. The pack is only leaking if gel is actually running out. The gel itself is not dangerous, but the gel pack will then no longer work properly.

Storage tip: Keep your gel packs neatly stacked in a fixed corner of the freezer. This stops them falling out when you open 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 last less long. At around 32°C, expect roughly 30 per cent 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 fridge to between 2 and 8°C. We place temperature sensors inside them, so that we measure the liquid itself and not the air around it. The gel packs are frozen for at least 12 or 14 hours at -18°C (depending on the product).

The complete bag then goes into a room with a constant temperature, and we record the temperature every minute over the full stated duration.

How do I clean my cooling 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

What water can I use for the evaporative cooling bag?

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

My gel pad 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 pad in water with a splash of vinegar, just as you would descale a kettle. If that doesn't help, order a new gel pad as an accessory.