Return & Refund Policy
At Frost Buddy, we want you to be fully satisfied with your purchase of our drinkware and accessories. This policy outlines how to request returns, refunds, and cancellations, along with conditions to qualify for each.
Return Eligibility and Time Frame
Returns and exchanges are accepted within 30 days of receiving your order. To qualify, items must be:
- Unused and in their original condition
- Returned with all original packaging intact whenever possible
This allows you to evaluate the color, grip, and feel of your new Frost Buddy product in your own environment.
Please note: Custom products—including those with personalized names, custom logos, or laser engraving—are final sale and cannot be returned or exchanged, as they are not resellable. Any order marked as custom at purchase is exempt from returns.
How to Request a Return
- Contact Frost Buddy within 30 days of receiving your order using the contact page or via email at hefetz@b-16b.top.
- Include your order number, the item you wish to return, and the reason for your request.
- Wait for return instructions from Frost Buddy before sending your item back.
Return Shipping Costs
If you choose to return an item due to a change of mind, you are responsible for shipping costs to send the product back to Frost Buddy.
If the return is due to one of the following:
- Damaged product upon arrival
- Incorrect item sent
- Manufacturing defect
Frost Buddy will provide a prepaid return shipping label to cover your return shipping expenses.
Reporting Damaged or Incorrect Products
If your order arrives damaged—such as a dented cooler or broken lid—or if you receive an item different from what you ordered, please notify Frost Buddy within 7 days of delivery. Include photos and order details to expedite processing.
We will arrange either for a replacement or a refund and cover the return shipping costs.
Refund Process and Timing
After receiving and inspecting your returned item, Frost Buddy will notify you whether your refund is approved.
Approved refunds are typically processed within 5-10 business days. The refund will be issued to your original payment method.
Depending on your bank or payment provider, additional time may be needed for the refund to appear in your account.
Order Cancellation
If you need to cancel an order, please contact Frost Buddy within 24 hours of placing it.
Once your order has been processed or shipped, cancellation may no longer be possible.
Exchanges
To exchange an item, we recommend immediately placing a new order for your preferred size or color.
Return the original item separately by following the standard return process to minimize the risk of your desired product going out of stock while we process your return.
Contact
If you have questions about returns, refunds, or cancellations, please contact Frost Buddy at hefetz@b-16b.top or use the contact page on the Frost Buddy website.