FAQ

Don't see your question(s)? Contact us directly at sayhello@pelicancoolers.com and we will be happy to answer your question(s).

Where can I buy a Pelican™ Elite Cooler near me?

Pelican™ Elite Coolers are predominantly sold online through dealers & distributors as well as select retailers. Retailers such as Walmart and REI will carry select coolers and colors in store. View our authorized Pelican Cooler dealers here.

My drain plug is leaking, what can I do?

There are several remedies. The entire drain plug assembly can be replaced (contact the warranty department for a replacement), reinforce the drain plug with waterproof silicone with the method below, or contact Pelican directly to request they repair your drain plug (additional shipping costs may apply)

Reinforcing drain plug:

There is a set screw, T20 Hex bit is needed. Remove screw. The plug is a two-piece, Male and female design. Take a screwdriver and a hammer and tap on the notches counter-clockwise and the outer ring should begin to loosen. Possible that the inside piece, in the cooler, will try to spin as well, if so you should be able to hold it and try tapping the outer ring again.
Reassemble. Put waterproof silicone on the rubber gasket as well as the threads. You should see where they have silicone it before. Insert the male end inside of the cooler, hold in place and screw on the female side outside of the cooler. Again hold the inside part of the plug as you screw on the outer ring. Tap it until the plug/threads bottom out, and re-screw in the set screw. You might have to make a new hole for the screw and that's ok. There might be some excess silicone that is pressed out, just wipe away. And re-test.

AND/OR

Tightening the drain plug:
Make sure cooler is empty and dry.
Remove the set screw, T20 Torx bit.
With a Flat screwdriver and a hammer, put the screwdriver in one of the 2 notches and tap the screwdriver clockwise to compress the gasket on the inside of the cooler.
The inside piece of the drain should stay still as it sets in a groove and cannot move.
The gasket should compress enough where the outside of the drain plug gets harder to tap around. Water test for about 15 mins by filling the cooler enough where water is just above the entire inside drain assembly, tilt cooler up a bit.
When finished and plug is sealed, reinstall the set screw, most likely it will be in a new spot and cooler should be good to go.

How do I make a warranty claim?

Having an issue with your Pelican™ Elite Cooler or drinkware? Need replacement parts such as: tumbler lids, rubber feet, latches, gaskets, handles, wheels, drain plug, etc.?

Please visit Pelican's Warranty Claim center and create an account here.

All emails and phone calls will be redirected to this form to ensure an organized and speedy resolution.

What materials are a Pelican™ Elite Coolers made out of?

The world-class chill factor of the Elite Cooler is the result of two-inch thick, continuous layer of polyurethane insulation. No thin-wall sections, no cut-outs. Just one solid, molded, a thermal protective layer that’s sealed tight with a freezer-grade, 360-degree rubber gasket. The strength of stainless steel hardware stands up to corrosion for the life of your cooler. Better than aluminum. Able to fight off salt, sand, and sun exposure.

Where are the Pelican™ Elite Coolers manufactured?

We are proud to say these coolers are Made in the USA in South Deerfield, Massachusetts.

How long will a Pelican™ Elite Cooler keep ice?

Using the 2:1 ice ratio

12 Can Soft Cooler	24 hours
24 Can Soft Cooler	48 hours
20QT	Up to 2 days
30QT	6 days
35QT	6-7 days
45QT	7-8 days
50QT	8 days
55QT	5 days
65QT	8-9 days
70QT	9 days
80QT	9-10 days
95QT	10+ days
150QT	10+ days
250QT	10+ days

The performancee will vary by model size and external user conditions, such as; (sun exposure, wind, ice typethe , frequency of opening, etc.). Please read below about how to maximize your ice retention.

What can I do to help my Pelican™ Elite Cooler to retain ice longer?

Chill first and pack cold. If the cooler is starting out warm, a small amount of ice could initially melt faster in a Pelican than a thinner walled cooler due to the stored thermal energy. Good ice retention results are achieved by filling the cooler completely with high-quality ice. Maximum ice retention can be attained by pre-chilling the cooler. This will sufficiently cool the insulation and inside of the cooler, which will allow the thick polyurethane walls to store and assist with ice retention.

Ice 101. When it comes to ice, both surface areas and size matter. Block ice will melt at a slower rate and perform best for long-term temperature maintenance. But cubed ice will chill your Elite Cooler quickest. A mix of both may help you get the best results.

We recommend the 2:1 ratio. It seems obvious, but fill your cooler with as much ice as possible. The less air inside the cooler - the colder it can remain. We suggest twice the amount of ice to goods as the optimum amount for longest ice retention.

Simple thermodynamics. A 40-pound cooler at 70 degrees will not keep the contents cold, you must sacrifice over 20 pounds of ice to bring it down to 30 degrees. Then it will keep the contents cool. Freezing or chilling your provisions before adding them to your Elite Cooler can also help extend your temperature retention. This allows the ice to work towards maintaining a temperature versus lowering it from a warmer state. Ice retention is tricky. Coolers do not make cold they only retain it. These Elite Coolers are no different, but they MUST be conditioned before use. Plan well and your Elite Cooler will reward you by increasing its performance level.

Do not drain. Hold your water. Believe it or not, the cold water resulting from melting ice will help your Elite Cooler chill longer. Acting as additional insulation (as close to the same temperature of ice) it will prevent airflow around your goods. Airflow also brings in heat every time you open the lid. Attempt to be efficient with opening and closing your cooler and latch the lid when finished for top temperature retention.

Please note: Ice retention is NOT affected by bowing. A “gap” is cosmetic only, not a functional failure. The gasket is the seal, and it is about two inches inside the outer rim of the cooler. We propped the lid open 1/8 inch and it still kept ice for 7 days in our test.

How do I clean my cooler?

Nothing could be simpler than maintaining your Elite Cooler for a lifetime of peak performance. Cleaning before and after use is both vital and simple. Plain soap should do the job admirably. If an extreme case arises, try a solution of bleach and water to help remove dried-on or sticky material. Always store your Elite Cooler dry.

My cooler doesn’t come with a bottle opener, can I install one?

Unfortunately, all warranty claims of any nature are barred if the cooler has been altered, damaged or in any way physically changed, or subjected to abuse, misuse, negligence or accident.

Can I lock up a Pelican™ Elite Cooler?

Yes! With both molded-in hasp and stainless steel plates, you can leave your Elite cooler on the boat, at the base camp or in the truck with total confidence. A molded in-lockable hasp secures the lid firmly while a steel plate prevents prying. Try our tie downs for the boat or truck, a cable bike lock to prevent theft, or a master lock to prevent prying.

What kind of warranty does Pelican™ Elite Cooler provide?

Pelican Products, Inc. guarantees its coolers for a lifetime against breakage or defects in workmanship. To the extent permitted by law, Pelican's liability is limited to the cooler and not its contents. This lifetime guarantee does not cover rubber feet, drain plug/spigot, gasket, cooler accessories or color fading, which Pelican warrants against defects in materials and workmanship for a period of 90 days from the date of purchase. Pelican™ coolers are not intended for the storage or transportation of hazardous substances. All warranty claims of any nature are barred if the cooler has been altered, damaged or in any way physically changed, or subjected to abuse, misuse, negligence or accident.

What is the return and refund policy?

We accept returns up to 45 days after the purchase date. Any non-warranty related return is subject to a 20% restocking fee. To complete your return, we require a receipt or proof of purchase and return approval. Please do not send your purchase back to the manufacturer.

Select items during the dates of 11/16/18 - 12/31/18 are returnable within 60 days after the purchase date.

Please note: Refusal of any shipment will incur a 50% restocking fee.

HOW TO START A RETURN:

Email to customer service: sayhello@pelicancoolers.com including:
Order number, the question you want to solve together with picture of product if necessary
Get authorization from Customer Service
Purchase shipping label* (unless otherwise discussed) and ship product(s) back in the original packaging. Shipping costs are non-refundable.
Please ship to: Pelican Coolers 8510 Sanford Drive Henrico, Virginia 23228
Drop off at your nearest assigned carrier service center.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
PLEASE NOTE: ALL RETURNS NOT RELATED TO WARRANTY ISSUES ARE SUBJECT TO A 20% RESTOCKING FEE. Restocking fees cover the shipping costs too and from our facility.

LATE OR MISSING REFUNDS (IF APPLICABLE):

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Sales@pelicancoolers.com.

SALE ITEMS (IF APPLICABLE):

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Do we ship to a PO box?

We ship FedEx Ground only within the continental US. FedEx Ground does not currently ship to a PO Box. Please provide us with a street address in the shipping field. Thank you.

Do we ship internationally?

At this time we do not ship internationally.

Will my Pelican™ Elite Cooler keep my hot items hot?

As a matter of fact, yes! The same two-inch walls that keep the cooler cold will also keep the heat.

Can I use dry ice inside my Pelican™ Elite cooler?

Absolutely! Dry ice may be used inside a Pelican™ Elite Coolers but should never come in contact with the walls of the cooler. It is recommended that a sufficient thickness of cardboard or some equivalent be used to protect the cooler wall from the dry ice reaction in order to prevent damage to the cooler itself.

Please note: dry ice is not recommended for the Pelican™ Elite Soft Coolers

Why does my cooler leak when it tips over?

Pelican™ Elite Coolers are made with lid gaskets of the same material as your refrigerator gasket and performs the same way. If your refrigerator gasket defrosted and you tipped it over, the water would escape. Hard-sided Pelican™ Elite Coolers are not designed to be 100% air or water tight. When hot air is trapped inside of your cooler, this feature allows your cooler to be pried open. This is also great for when using dry ice so that the cooler does not crack or explode.

The lid to my cooler has a wider gap than others. Will this affect ice retention or should I be worried?

The great news is no, and this variation is normal in the manufacturing process of rotomolded polyethylene products. In fact, that gap was accounted for by the engineers that designed the coolers and the gasket and seal is also designed to accommodate for the variations in production. We use a gasket that has a low compression force with a high recess, which means that the gasket is still coming into contact with the base of the cooler.

You can test that for yourself using the following method: Place a light inside the cooler and close the lid and lock the latches in a dark room. The light should not be visible until the latches are released and the lid raised a light amount (about 1/8 inch). If the light isn’t escaping, air isn’t escaping either.