Customer Issue Resolution Policy
American Mortuary Coolers works to resolve customer questions involving orders, freight, service, warranty, parts, installation planning, procurement, financing references, and product support as professionally and quickly as possible.
Start With Documentation
Customers should provide order number, product name, model number, serial number when available, photos, videos, delivery paperwork, freight documents, installation details, service notes, and a clear written explanation of the issue.
Contact the Correct Team
General concerns may go to cool@mymortuarycooler.com, service questions to service@mymortuarycooler.com, parts questions to parts@mymortuarycooler.com, finance questions to finance@mymortuarycooler.com, and procurement questions to procurment@mymortuarycooler.com.
Freight and Carrier Issues
Freight damage, missed delivery, accessorial charges, storage, redelivery, and carrier claim matters may be governed by carrier rules. Customers must inspect, document, photograph, and report freight concerns promptly.
Good Faith Resolution
American Mortuary Coolers will make reasonable efforts to review issues, request documentation, coordinate with vendors or carriers where appropriate, provide service guidance, identify parts support, or propose practical next steps.
Legal Escalation
Customers agree to allow reasonable time for internal review, documentation exchange, and good faith resolution before escalating disputes. To the fullest extent permitted by law, legal venue and related cost provisions are governed by the Terms and Conditions.
Online Reviews and Public Complaints
Customers are encouraged to contact American Mortuary Coolers directly so the company has a fair opportunity to investigate, document, and work toward a resolution.
Need Help With This Policy?
American Mortuary Coolers supports funeral homes, morgues, hospitals, medical examiners, coroners, crematories, forensic centers, universities, anatomy labs, pathology labs, government agencies, and procurement teams nationwide.
- Phone: 1-888-792-9315
- General Email: cool@mymortuarycooler.com
- Service: service@mymortuarycooler.com
- Procurement: procurment@mymortuarycooler.com
- Address: 140 Kwick Way Lane, Unit 7, Johnson City, TN 37615
- Office Hours: Monday-Friday, 9:00 AM-4:30 PM Eastern Time
Helpful Planning Links
Terms Subject to Change
All website content, pricing, availability, specifications, lead times, freight estimates, financing references, policy language, and product information are subject to change without notice. Product availability, freight service, installation requirements, payment terms, warranty coverage, and compliance obligations may vary by product, project, location, carrier, installer, authority having jurisdiction, and customer use case.
To the fullest extent permitted by applicable law, any dispute involving American Mortuary Coolers, Funeral Source One, website use, purchase terms, freight matters, payment obligations, or related transactions shall be handled under Tennessee law, with venue in the appropriate courts of Washington County, Tennessee. Customer agrees that any court costs, collection costs, attorney fees, and related legal expenses may be the responsibility of the customer where permitted by law and contract terms.
Frequently Asked Questions
How should I report an issue?
Email the correct support address with documentation, photos, order number, and a clear description of the issue.
Will American Mortuary Coolers review freight issues?
Yes. The team can review documentation and help guide next steps, but carrier claim rules may control freight outcomes.
Where are dispute terms listed?
Dispute and venue terms are listed in the Terms and Conditions page.