Shipping and Delivery Policy: Important Information and Customer Responsibilities

• Free shipping is only for kept orders. If customers want to return their items, they will need to pay for shipping back to us and the original shipping cost, as we do not get a refund for that.
• Processing and shipping durations are approximate, and unforeseen setbacks may arise from circumstances like weather conditions, natural catastrophes, or logistical challenges.
• Tracking information is typically available within 1-3 days after shipping. If the tracking number is not functional at the time you check, please wait 24 hours before contacting us as updates may take time.

Journey to Delivery: A Two-Part Timeline

1. Processing Time

   • Order verification takes on average 24 hours.
   • Accessories-only orders dispatch in 1-2 business days.
   • Complete system orders take 2-3 business days.

2. Shipping Time

   • Accessories are typically delivered in 2-4 business days.
   • A complete system may take up to 7 business days, which can vary, especially in remote areas.

Freight Shipments

• Freight shipments may face delivery restrictions in residential areas due to factors such as narrow roads or restrictions on delivering to apartment buildings above the ground floor.
• Deliveries are only made to the front of the building and not up the stairs to the door.
• In the event of a missed delivery, any issues or extra costs incurred will be the responsibility of the customer.
• To avoid any problems or returns, it is important for the customer to arrange delivery and be prepared to pick up the shipment at the shipping facility if a failed delivery attempt occurs.

Customer Responsibilities

• Customers are responsible for providing complete and accurate shipping addresses to FrosthubUSA.com.
• We're unable to make changes to your shipping address once a package leaves our warehouse, and we're not liable for packages that are lost due to incomplete or inaccurate addresses.
• All orders reported as "Delivered" by shipping companies are considered delivered, and FrosthubUSA.com cannot be held liable for non-delivery in this case.
• If a delivery fails for any reason and the address provided by the customer was correct, FrosthubUSA.com cannot be held liable if a package is returned to our warehouse.
• The order placed by the customer on our website is the order FrosthubUSA.com will ship to the customer. We cannot be held liable for the customer receiving the wrong item if they placed the wrong order.

Equipment Arrival

• Shipping transit times are not guaranteed and may vary depending on your delivery address.
• Once your order arrives, make sure to inspect each and every item on the pallet. Count the number of items (boxes) on the shipment. Ensure your count matches the count printed on the delivery receipt before signing for your delivery.
• Missing items or incorrect items that were noted on the delivery receipt must be reported within 24 hours of receiving your order by contacting our customer service department.
• We reserve the right to reject any claim for missing items if not reported within the twenty-four-hour period.
• After taking count of the pieces on your shipment, remove wrapping or boxes and inspect each item of equipment thoroughly in the presence of the driver.
• Do not sign the delivery receipt until you have thoroughly inspected each item. Check all of the equipment to make sure it is not dented or badly scratched.
• Make sure to mark the delivery receipt clear, short, wrap broken, or damaged after inspecting your shipment thoroughly.

Making Notes on the Delivery Receipt

• The customer is responsible for ensuring that the products being received are free of damages and/or shortages.
• If the items or boxes on the shipment do not match the number listed on the delivery receipt, mark the receipt as short. A packing slip will be attached to the shipment for your reference. Ensure to note on the delivery receipt which items are missing.
• We will work with the shipping company to track the missing items. Please allow up to 7 business days for the shipping company to locate your items.
• If the shipping company is not able to locate the missing items, we will ship those items via standard ground shipping to you at no charge if the receipt was noted as short and the items that are missing are noted on the delivery receipt.
• If the shrink wrap is torn or has been replaced during transit, mark the receipt as 'wrap broken'.