Customer Service Policy

Our Commitment to You
At Frost Buddy, your satisfaction is our priority. We are dedicated to providing high-quality drinkware and an exceptional, hassle-free shopping experience. This policy outlines our commitments to you regarding orders, products, and support.

1. Order Processing & Shipping

  • Processing: Orders are typically processed within 1-2 business days after payment confirmation.

  • Shipping: We partner with reliable carriers to deliver your products. Shipping costs and estimated delivery times are calculated at checkout and will vary based on your location and selected service.

  • Tracking: Once your order ships, you will receive a confirmation email with a tracking number so you can follow your package’s journey.

  • Delivery Issues: While we do our best to ensure timely delivery, occasional carrier delays are beyond our control. For lost or significantly delayed packages, please contact us, and we will work with the carrier to resolve the issue.

2. Returns, Exchanges & Refunds
We want you to love your Frost Buddy product. If you are not fully satisfied, we offer the following:

  • Return Window: You may return most unused items in original packaging within 30 days of delivery for a full refund of the product price.

  • Conditions: Items must be unused, in original condition, and include all parts/packaging. Personalized or used items (unless defective) are not eligible for return.

  • Process: To initiate a return, please contact our support team at [email protected] to request a Return Authorization (RMA) number and instructions. Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.

  • Refunds: Refunds will be issued to the original payment method once we receive and inspect the returned item. Processing may take 5-10 business days after receipt.

3. Warranty & Product Concerns

  • Limited Warranty: Frost Buddy products are covered by a limited warranty against manufacturing defects in materials and workmanship for a specified period (please see individual product pages or documentation for warranty length). This warranty does not cover damage from normal wear and tear, misuse, accidents, or improper care.

  • Defective Items: If you believe your product is defective upon arrival or within the warranty period, please contact us immediately at [email protected] with your order number, photos, and a description of the issue. We will gladly arrange a replacement or repair under the terms of the warranty.

4. Contacting Customer Service
Our friendly support team is here to help!

  • Email: For the fastest and most efficient service, please email us at [email protected].

  • Response Time: We strive to respond to all inquiries within 24-48 business hours.

  • Information to Include: When contacting us, please include your order number and relevant details to help us assist you quickly.

5. Privacy & Security
We protect your personal information. All transactions are processed securely. For details on how we collect, use, and protect your data, please refer to our separate Privacy Policy.

Policy Updates
Frost Buddy reserves the right to update or modify this Customer Service Policy at any time. Changes will be posted on this page with an updated effective date.

Thank you for trusting Frost Buddy. We appreciate your business!

Frost Buddy Customer Service Team
[email protected]