Please visit coolers.lifetime.com and review our ice retention tips to get the most out of your cooler. If you are still not pleased with your ice retention after trying our tips, please reach out to our customer service team. They can be contacted through Live Chat on our website (lifetime.com) Monday-Friday, or over the phone Mondays, Tuesdays, and Thursdays at (800) 225-3865. They can also be reached by email at customercare@lifetime.com. Customer Service hours are from 7:00 am to 5:00 pm (MT).