Have questions about your order, delivery, or pickup? Browse our frequently asked questions below. If you need any additional assistance, please contact our Customer Support team. We’re happy to help!

  • What does the damage fee protect me from?

    The damage fee is designed to protect you from any accidental damage that may occur to your unit throughout the semester. If you opt in, you will not be charged any additional damage fees.

  • What happens if I move rooms during the year?

    Contact our Customer Support team and we will update your records. Customer is responsible for moving the unit if a room change occurs after delivery.

  • How big is my unit?

    For product specifications, please refer to the individual product page for your school. Your unit will depend on what your school has chosen.

  • What is your refund policy?

    Orders canceled prior to delivery will be refunded in full. Orders canceled within 30 days of delivery will be charged a $50 cancellation fee. Orders canceled after 30 days will not be eligible for a refund.

  • The order form isn't working for me. What should I do?

    Our order form should work in all modern browsers, specifically:

    Google Chrome 7+
    Firefox 4+
    Safari 5+
    Microsoft Edge 25+
    Internet Explorer 10+
    Opera 12+

    If you’re using an older browser, you may want to think about updating.

    Download Google Chrome
    Download Firefox
    Download Safari
    Download Opera
    Download Microsoft Edge
    Download Internet Explorer

    If for whatever reason you’re still having trouble with the form, please contact us. Let us know the browser you tried using and the version of it and we’ll try our best to sort it out.

  • I missed my Coldex delivery! What do I do now?

    Sorry we missed you! Not to worry. Coldex will be back on your campus to give it another try within a couple days. We will send you an email with the time and date of our next delivery. Remember! You can always have a friend/roommate sign the contract on your behalf if you cannot make our next delivery!

  • I am moving out early or leaving school. What should I do?
    If you are moving out early or leaving school, please contact our Customer Support team at least 24 hours before you leave so we can help coordinate pickup. Rental units cannot be transferred to another person. Please do not move or remove the unit without prior approval from Coldex, as unauthorized removal may be considered theft. You will remain responsible for the unit until it has been picked up or recovered.
  • I did not get my deposit back. What happened?

    A cleaning deposit applied only to rentals delivered during the 2024 rental season. While this deposit program has been discontinued for new customers, we continue to support eligible deposit returns.

    Deposit eligibility is based on the delivery date, not the order date.

    Eligible for a deposit

    • Rentals delivered between August 23, 2024 and July 31, 2025 (2024 rental season)

    Not eligible for a deposit

    • Rentals delivered after July 31, 2025, even if the order was placed earlier
    • Rentals delivered during the 2025 rental season (August 18, 2025 – July 31, 2026)

    If your rental was eligible and you did not receive your deposit, the most common reasons include:

    • The deposit request form was not submitted or was incomplete
    • The unit was not returned clean, dry, and fully defrosted
    • Parts were missing or the unit was damaged
    • The unit was not returned to the original delivery location
    • There was an unpaid balance on the account
    • Payment information could not be processed

    If you believe your rental qualifies or have questions, please contact info@coldexrents.com

  • I am nearing the end of my rental term. What should I do?

    Click on your school page to view your pickup instructions. You’ll also receive an email from Coldex with information on how to clean and prepare your refrigerator for pickup. Please leave the refrigerator in your room and make sure your room is locked when you move out.

     

  • What if I have a problem with one of your rental products?

    Your fridge includes year-round service. We will help you troubleshoot the issue. If a new unit is needed, we will set up a swap out to get you a functioning unit.

  • What methods of payment do you accept?

    Visa, Visa-Debit Card and MasterCard.

  • What is included in the price of the rental product?

    Rental price includes delivery, pickup, and year-round service. Optional add-ons such as Cleaning Coverage and Damage Control can be selected at checkout for additional protection.

  • How long can I rent one of your products?

    Coldex has several rental terms including one school semester (4 months) or one school year (8 months). Not all options are offered at each school. Check your school for details.