Returns and refunds

How to report an order issue to Frostly.

Report a problem

If an order arrives damaged, incorrect, or incomplete, contact Frostly as soon as possible using the phone or email shown in the storefront footer. Include your order reference and a short description of the issue. Photos can help Frostly review a product or packaging problem.

Review and resolution

Frostly will review the order and the information you provide, then contact you about an appropriate resolution. Any refund or replacement depends on the circumstances and applicable consumer protections. Frozen and perishable food should be kept safely frozen while your request is reviewed.

Order cancellation

Contact Frostly promptly if you need to request a cancellation. Cancellation may depend on whether the order has already entered preparation or delivery.