30 Days, No Drama
Look, we want you to love your Frost Buddy. That's the whole point. But if something's off, we're not going to make you jump through hoops to make it right. Here's how returns work.
You've got 30 days from the day you bought your item. That's the window. If 30 days have passed, we can't do a refund or exchange — no exceptions. We wish we could be more flexible, but that's just how the system works on our end.
To qualify for a return, a few things need to line up: the order has to be within that 30-day window, you bought it directly from us (not from a third-party retailer), the item needs to be in its original packaging, and it has to be unused. We're not asking for perfection here, but if you've been using it for a month and it's got scratches and coffee stains, that's not really a return anymore, you know?
Starting a return is easy. Head to our Returns Portal through the contact page on our site and submit your request. Our team will guide you through the next steps.
Now here's the good part — if the item arrived damaged, or we sent you the wrong thing, or it just didn't meet your expectations, we'll cover the return shipping. Free prepaid label, no cost to you. We might ask for a photo or two just to document what happened, but that's it. If you're returning because you simply changed your mind, that's fine too — you'll just need to cover the shipping cost yourself.
Once your return lands at our warehouse, we inspect it to make sure it meets the eligibility criteria. If everything checks out, we issue a full refund to your original payment method. Timing depends on your bank or card provider, but typically it's pretty quick. If something doesn't qualify, we'll let you know why.
Want to exchange for a different color or product? Easy. Just return your original item for a full refund and place a new order for the one you actually want. That way you're not waiting around for us to process an exchange while your size or color sells out.
One thing to note: custom items — the ones with personalized logos, names, or designs — can't be returned. That's because they were made specifically for you, and we can't resell them. Everything else? Fair game.
We're a small team doing our best to take care of our people. If something's not right, just talk to us. We'll figure it out.