FREQUENTLY ASKED QUESTIONS

1. Ordering Questions

• How do I place an order?
  Simply browse our selection of MRCOOL products, add your items to the cart, and proceed to checkout. Enter your shipping details and choose your preferred payment method to complete the purchase.
• How can I check the status of my order?
  Once your order is placed, you will receive a confirmation email. When your order ships, we will send a second email containing your tracking information.
• What payment methods are accepted?
  We accept all major credit cards including Visa, Mastercard, American Express, and Discover. All payments are processed through Shopify’s secure, PCI-compliant gateway.
• How secure is my online order?
  Your security is our priority. Our site uses 256-bit SSL encryption to protect your personal and payment data during checkout.
• How do I know if my order has been confirmed?
  You will receive an automated order confirmation email within minutes of completing your purchase.
• What if I typed the wrong email address?
  Please contact our support team immediately at support@frosthubusa.com so we can update your record and ensure you receive your tracking details.
• Can I change my shipping address after placing an order?
  We can update your shipping address if your order has not yet left our fulfillment center. However, once an order is picked up by the carrier, we are unable to make direct changes. If a redirection is possible, the customer will be responsible for any interception or re-delivery fees charged by the carrier.
• How do I change or cancel my order?
  Please contact us immediately to request a change or cancellation. If an order is cancelled after it has been shipped, it is treated as a return: a 25% restocking fee applies to cover technical inspection and warehouse re-crating, and the customer is responsible for all return shipping costs.

2. Shipping Questions

• When will my order be processed?
  Our order cutoff time is 2:00 PM (EST), Monday through Friday. Accessories typically process in 1–2 business days, while complete HVAC systems take 2–3 business days.
• How long will it take to receive my order?
  Total delivery time depends on the product: Accessories typically arrive in 3–6 business days, while complete systems arrive in 5–10 business days.
• Is my order eligible for free shipping?
  Yes. We offer Free Standard Shipping ($0.00) on all orders delivered to the 48 contiguous United States.
• How will my order be shipped?
  Accessories ship via standard ground carriers (UPS/FedEx). Complete systems ship via specialized freight carriers for curbside delivery.
• How can I track my order?
  You will receive an email with a tracking number once your order leaves our authorized fulfillment center in Kentucky.
• What do I do if I have items missing from my order?
  Please inspect your shipment immediately and report any missing items to support@frosthubusa.com within 24 hours of delivery.
• What if my order is lost or damaged during shipping?
  If you notice damage upon delivery, you must note it on the driver’s receipt before signing. Report all shipping damage to our team within 24 hours so we can facilitate a replacement.
• Do you ship to Canada, Hawaii, or Alaska?
  We currently only ship to the 48 contiguous United States. We do not ship to Canada, Hawaii, Alaska, or international territories.

3. Return Questions

• How do I return a product?
  Returns must be initiated within 30 days of delivery. Items must be unopened, uninstalled, and in original factory packaging. Contact us for a Return Merchandise Authorization (RMA) and instructions for our Kentucky fulfillment center.
• What is your return policy?
  We accept returns on unopened, uninstalled items only. A 25% restocking fee applies to all eligible returns to cover mandatory technical inspection and specialized re-crating.
• Will I receive a full refund for my return?
  For non-defective returns, your refund will be the total amount minus the 25% restocking fee. Since we offer Free Shipping at the time of purchase, we do not deduct original outbound shipping costs from your refund. The customer is responsible for all return shipping costs.
• What if the item is defective?
  If the return is due to a manufacturing defect or our error, you will receive a full refund or a replacement at no cost. In these cases, FrosthubUSA covers all shipping costs and waives the restocking fee.
• How long will it take to receive my refund?
  Once your return is received and passes technical inspection at our Kentucky warehouse, we process refunds back to your original payment method within 7–10 business days.
• Can I exchange an item?
  Yes, we accept exchanges within 30 days for unopened and unused products. The customer is responsible for return shipping costs for the original item. A 25% restocking fee applies to the returned item to cover inspection, but FrosthubUSA will not charge shipping fees for the new replacement item sent to you.