SHIPPING & DELIVERY POLICY

At FrosthubUSA (owned and operated by Interactive Group LLC), we specialize in the secure delivery of high-value HVAC systems. Our goal is to provide absolute transparency regarding our logistics, pricing, and shipping timelines.

1. Order Processing & Shipping Timeline

• Order Cutoff Time: 2:00 PM (EST), Monday through Friday.
• Handling Time: The time required to verify, pack, and prepare your order for shipment.
• Transit Time: The time the carrier takes to deliver the item to your door after it leaves our facility.
• Accessories Only Orders: Estimated handling time is 1–2 Business Days, with a transit time of 2–4 Business Days, for a total delivery window of 3–6 Business Days.
• Complete System Orders: Due to the size and specialized handling required for freight, the estimated handling time is 2–3 Business Days, with a transit time of 3–7 Business Days, for a total delivery window of 5–10 Business Days.

2. Shipping Rates, Returns & Fees

• Standard Shipping: We offer Free Standard Ground Shipping ($0.00) on all orders delivered within the 48 contiguous United States.
• Transparent Returns: Since we offer Free Shipping at the time of purchase, we do not retroactively deduct original outbound shipping costs from your refund.
• Restocking Fees: In the event of a return, you will receive your full payment back, minus our standard 25% restocking fee. This fee is required to cover mandatory technical inspections and specialized re-crating of HVAC equipment to maintain safety standards.
• Return Window: All return requests must be initiated within 30 days of the delivery date. Requests made after this period will not be accepted.
• Item Condition: To be eligible for a return, HVAC systems must be in new, uninstalled, and resalable condition in the original, unopened packaging. Used, installed, or modified products are not eligible for return under any circumstances.
• Coverage: We currently ship to the 48 contiguous United States. We do not ship to Washington D.C., Alaska, Hawaii, P.O. Boxes, APO/FPO addresses, or international territories.

3. Freight Delivery (Complete Systems)

• Carrier Services: Complete HVAC systems are shipped via professional freight carriers to ensure safety and specialized handling.
• Delivery Restrictions: Deliveries are made to the front of the building or curbside only. Carriers cannot move units up stairs or inside residential homes or garages.
• Address Accuracy: Customers are responsible for providing a complete and accurate address. FrosthubUSA is not liable for lost packages due to inaccurate details provided at checkout.

4. Equipment Inspection (Critical)

• Count the Boxes: Upon arrival, ensure the number of items matches the delivery receipt before signing.
• Visual Check: Inspect for dents, punctured packaging, or torn shrink-wrap (noted as "Wrap Broken").
• Documentation: If damage is found, you must note it on the driver’s delivery receipt.
• Reporting: Missing or damaged items must be reported to our team at support@frosthubusa.com within 24 hours.

Sections 1 through 4 of this policy are actually fantastic. You have clearly stated your handling times, transit times, free shipping, the 30-day window, and the 25% restocking fee. Google Merchant Center loves this level of granular detail for shipping and freight. Leave Sections 1 through 4 exactly as they are.

5. Official Business Details & Contact Information

Legal Identity: FrosthubUSA is a brand owned and operated by Interactive Group LLC.
Business Model: FrosthubUSA operates as a specialized Direct-to-Consumer (DTC) e-commerce retailer.

Corporate Registry (Legal/Administrative Only):
Interactive Group LLC
2093A Philadelphia Pike, Claymont, DE 19703, USA
(Note: This is strictly a legal registry address. No physical returns or walk-ins are accepted here.)

Operational Headquarters (Support & Web Management):
14/11 Lưu Quang Thuận, Bắc Mỹ An
Ngũ Hành Sơn, Đà Nẵng 550000, Vietnam

Fulfillment & Returns Processing:
All physical inventory is warehoused domestically in the USA. Orders ship directly from our manufacturer's primary logistics hub in Kentucky. Physical returns are never accepted at our Delaware registry or Vietnam operational office. All physical returns must be sent directly to the specialized fulfillment center in Kentucky following an approved Return Merchandise Authorization (RMA) provided by our support team.

Refund Timeline: Refunds will be issued to your original payment method within 7–10 business days after the equipment has passed technical inspection at the Kentucky facility.

Support Phone: +1 (844) 999-9725
Support Email: support@frosthubusa.com