We’re here to help.
Can’t find what you need? Talk to us
QUICK GUIDES
SUPPORT BY PRODUCT
Select your product.
GENERAL
Common Questions.
Before you buy
The Vitalis 3 comes in 4 sizes (135cm, 150cm, 170cm, and custom). The smallest fits a standard HDB balcony. It needs a power outlet and an initial water fill — no permanent plumbing. If you're unsure about your space, email concierge with your balcony dimensions and we'll confirm.
Core ($2,950) — self-setup with full guide and direct support. Professional ($3,650) — our best seller. White-glove delivery, installation, app setup, and first-session walkthrough. Executive ($5,250) — everything in Professional plus year-one water care kit and Member Care+ plan. Compare packages →
53 dB — quieter than a normal conversation. It runs beside a bedroom without disrupting sleep. We're one of the few brands that publishes noise specs. See the full comparison →
Yes. Book a demo at our Singapore showroom, or consider the Vitalis Rental program — same system, no long-term commitment. We also offer event rentals for team offsites and retreats.
Cold water immersion carries real health considerations. If you have cardiovascular conditions, respiratory conditions, are pregnant, or take medications affecting heart rate or blood pressure — consult your doctor first. We recommend starting at 15°C and working down gradually. Full safety guidelines are in our Terms & Conditions, Section 11.
32mm anti-clog piping (4x the industry standard flow area), a field-replaceable Modular Flow Pump, 53 dB operation, the Sojourne water care system, and an app with protocol tracking. 73% of cold plunges fail within 18 months — almost always the pump. The Vitalis is engineered to last a decade.
Orders & Payment
Visa, Mastercard, American Express, and bank transfer via Stripe. All payments are PCI DSS Level 1 compliant — we never store your full card details. For corporate orders or alternative arrangements, contact orders@coolbionic.com.
If your order hasn't shipped, we can usually adjust it. Reach out to orders@coolbionic.com as soon as possible and we'll do what we can.
We're working on installment options. For now, contact orders@coolbionic.com to discuss payment arrangements for your situation.
Yes. We operate Delivered Duty Paid (DDP). The price at checkout includes all customs duties, import taxes, and fees for your destination. No surprise charges at the door. Full details in our Shipping Policy.
Shipping & Delivery
We ship to 10 markets across Asia-Pacific, Oceania, and North America. Singapore and Malaysia ship from local warehouses. All others ship cross-border from regional hubs. Not listed? Email orders@coolbionic.com to ask.
Depends on your location. Singapore: 3 business days. Malaysia: 7-8 days. Thailand: 4-6 days. Japan: 7-8 days. New Zealand: 7-9 days. Canada: 9-12 days. Australia: 12-15 days. Indonesia: 7-14 days. Taiwan: 7-20 days. Professional and Executive packages in Singapore are delivered on a scheduled installation date. Full breakdown in our Shipping Policy.
Our concierge team delivers to your home, positions the system, fills and tests the water, connects the app, walks you through your first session, and removes all packaging. Included in Professional and Executive packages. Core customers can add installation separately — email concierge@coolbionic.com.
For accessories and water care — no. The carrier will leave a notification if you're out, and attempt redelivery or hold for collection. For Professional and Executive packages — yes. White-glove installation is a scheduled appointment, so we'll agree on a date and time that works for you. Full shipping details →
Before signing, check the outer packaging for visible damage. If anything looks wrong, note it on the delivery receipt and photograph it immediately. Keep all packaging until you've confirmed the product is in good condition. If you find damage after unpacking, email support@coolbionic.com with photos within 48 hours. Full policy →
Our prices are Delivered Duty Paid — duties and taxes are included at checkout. In the rare case a government increases tariffs after your purchase, we'll notify you before delivery. You can accept the difference or cancel for a full refund. We'll never hold your shipment without telling you first. Shipping Policy →
Check your tracking link first (sent via email at dispatch). If tracking hasn't updated for 7+ business days, email orders@coolbionic.com with your order number. If confirmed lost in transit, we reship at no cost or issue a full refund — your choice.
Photograph the damage and outer packaging before disposing of anything. Email support@coolbionic.com with your order number and photos within 48 hours. We'll arrange a replacement, repair, or full refund. Keep all packaging until resolved.
Warranty & Returns
24-month warranty covering manufacturing defects and component failures under normal residential use. Register your warranty after purchase to activate. The Modular Flow Pump is field-replaceable — if something fails, we swap the module, not the system. Full terms in our Terms & Conditions, Section 7.
Three steps. First, we try to resolve remotely — troubleshooting, video calls, or parts sent to you. If that doesn't work, we arrange local service in your area. If neither works, we cover shipping both ways for repair. Most issues resolve at step one.
Yes. Contact support@coolbionic.com within 7 days of delivery for a full refund. We cover return shipping. Products may be opened and used — we just ask that they're returned with all accessories and packaging. Full policy in our Terms & Conditions.
We're still here. The Vitalis uses modular components — most issues resolve with a part replacement, not a full unit swap. Email support@coolbionic.com and we'll assess. Member Care+ subscribers get priority service and extended coverage.
Damage from neglected water chemistry or skipped filter maintenance is not covered. This is the main reason we built the Sojourne 3-Step Spa Care subscription — it delivers everything you need on schedule so you never have to think about it. See our Maintenance Guide for the full schedule. Full warranty terms →
Using chemicals not designed for cold plunge systems can damage internal components, void your warranty, and create health hazards including bacterial growth and skin irritation. The Sojourne water care line is purpose-built for the Vitalis — sanitiser, oxidiser, and filtration that work together. If you're unsure about a product, ask us before using it. Safety guidelines →
The standard warranty covers residential use only. If you're running a commercial operation, contact founder@coolbionic.com — we work with gyms, clinics, and wellness centres on commercial terms, including extended warranty and servicing arrangements. Terms & Conditions →
Product Use & Safety
Five things. (1) Consult your doctor if you have any cardiovascular, respiratory, or circulatory conditions. (2) Read the safety guidelines. (3) Have another adult present for your first few sessions. (4) Start at 15°C — not colder. (5) Limit your first session to 1 minute. The cold will feel intense. Breathe slowly. It gets easier. We wrote a full guide for first-timers: Your First Ice Bath in Singapore. For more on the science, visit our Knowledge Hub.
We recommend starting at 15°C and working down to 10-11°C over 2-3 weeks. The research shows benefits at any temperature below 15°C. The app includes guided protocols for every experience level. Never go below 3°C.
2 minutes is the protocol we recommend. Research shows the norepinephrine response isn't dose-dependent past this threshold — longer isn't better. First-timers: start with 1 minute. Never exceed 15 minutes. Read the science →
We recommend always having another adult present, especially during your first sessions. Once you've established a routine and know how your body responds, the risk is lower — but the recommendation stands. Full safety guidelines in our Terms & Conditions, Section 11.
The Vitalis is intended for adults 18+. Under-18s may only use it with written medical approval and constant adult supervision. The cover must be secured when unattended to prevent unsupervised access by children and pets.
The Vitalis plugs into a standard power outlet — no electrician needed for most setups. However, we require a GFCI-protected outlet within 2 metres of the unit. If you don't have one, a licensed electrician can add one in about 30 minutes. Professional and Executive packages include a pre-installation check.
Account & App
iOS 15+ and Android 12+. Connects via Bluetooth. For setup help, see the App Connectivity guide.
Yes. The Cool Bionic app supports multi-device management — useful if you have systems at home and the office, or as we expand the product line.
Go to account recovery and enter your email. If you don't receive a reset link within a few minutes, check your spam folder or email support@coolbionic.com.