Shipping policy

Where We Ship
We currently ship to the United States and Canada.

Processing Time
Orders are processed and dispatched within 1-3 business days of purchase. You will receive a shipping confirmation email with your tracking number once your order has shipped.

Estimated Delivery Times
- United States: 7-14 business days after dispatch
- Canada: 10-20 business days after dispatch

These are estimates. Delivery times may vary due to customs clearance, carrier volume, or regional delays outside our control.

Tracking Your Order
Once your order ships, you will receive a tracking number by email. Please allow 3-5 business days after receiving your number for the first scan to appear. Tracking updates may pause for several days during international transit -- this is completely normal and does not mean your order is lost or delayed.

Customs and Duties
All orders ship internationally. Customs processing times vary and can add additional days to your delivery window. Frostly is not responsible for customs-related delays. Any import duties or taxes (if applicable in your region) are the responsibility of the buyer.

Lost or Missing Orders
If your order has not arrived within 25 business days of your shipping confirmation, contact us right away. We will investigate with the carrier and either reship your order or issue a full refund -- whichever you prefer.

Please reach out to us before opening a payment dispute or chargeback. We resolve the vast majority of issues within 24-48 hours of contact and we are always on your side.

Damaged or Incorrect Items
If your item arrives damaged or incorrect, contact us within 7 days of delivery with your order number and a photo. We will replace or refund immediately -- no waiting period.