Orders and Cancellations

1.) How can I cancel my order?

You can cancel your order if it is not shipped. Please send an email with subject line as “Cancellation request” to support@frostty.com. Please include order number, product purchased and reason for cancellation in the body of the email.

2.) How can I modify my order?

You may modify your order if it has not been shipped. Please contact us at support@frostty.com for any modification request.

Returns and replacements

1.) Can I return / replace my product?

We provide exchange of your items in case of products that arrive damaged or defective.

2.) How can I return my product?

In case of a product received damaged at delivery, you are requested to email us at support@frostty.com within 2 days of order delivery with the order number and photograph of the defective product. 

We will acknowledge your email and confirm the address for shipping the product back to us for inspection and claim approval. Please send the damaged product along with the invoice to the address as provided within 5 days of our acknowledgement. We will notify you by email once your return has been received and inspected. In case the return is accepted and approved, an exchange will be processed within 7 days.   

3.) Under what conditions can I return / replace the product?

Returns / replacements will not be accepted:

  • If products have been altered / used
  • If product is returned without original packaging (price tags, labels, accessories)
  • If damaged / missing / defective product is reported after 2 days of the delivery

4.) Which categories are not eligible for returns / replacements?

The following product categories are not eligible for return / replacement:

  • Perishables including Flowers, Edibles, etc.
  • Intimate products, Undergarments, Lingerie, Swimsuits, Underarm pads, Socks, etc.
  • Newspapers and Magazines
  • Downloadable software products, E-learning & Music CDs/ DVDs
  • Healthcare Products
  • Hazardous materials, flammable liquids or gases
  • Gift cards

Payments

1.) What are various modes of payment available?

You may make payment for your order using any of the following modes:

  • Net banking
  • Debit Card
  • Credit Card
  • E-Wallets

2.) Is Cash On Delivery (COD) available?

No, Cash On Delivery (COD) is not available.

3.) Why is COD not available?

Frostty takes pride in sourcing quality products at the best prices for our customers. One way we are able to do that is by keeping a stringent control on our costs. Offering COD will result in increasing our costs and thus impacting the prices we are able to bring to our customers. We hope you appreciate our intent and continue to support us in our endeavour to service you.

Refunds

1.) When do you process Refund?

Refunds are generally initiated in the following scenarios:

  1. If a prepaid order has been cancelled by customer / seller before delivery
  2. If the courier partner has been unable to deliver the order
  3. If a replacement for a damaged / defective product is unavailable or is out of stock with the seller(s)

2.) How long does it take to process Refund?

After refund is initiated, it would take anywhere from 3-15 business days depending on the mode of payment. In case of net banking, the refund gets processed in 3-5 days and in case of credit cards, it may take 10-15 business days to process refund.

Refund will be initiated once it has been approved by our system. In cases of defective products, the refund is approved after the product has been received and a replacement is not available for the same.

3.) Will my shipping charges be refunded in case I ship the product?

Yes, shipping charges will be refunded to you in case you are asked to ship the product.

Shipping and Delivery

1.) How do I track my order?

After the order has been shipped, you will receive an email notification. Follow these steps to track the status of your order:

  1. Click on View Order
  2. Copy order tracking number given on the page. 
  3. Separately open website of the courier company as mentioned on the order page.
  4. Enter tracking number on the courier company website to check status 

2.) How long does it take to deliver the product?

The delivery of an order may take 6-9 business days from the date of confirmation. Actual delivery time depends upon availability of product with the seller, shipping address, courier company’s guidelines or any other circumstances

3.) I have not yet received my order?

The delivery of an order may take 6-9 business days from the date of order confirmation. Actual delivery time depends upon availability of product with the seller, shipping address, courier company’s guidelines or any other circumstances.

Once your order has been shipped, it will take 3-5 business days for the delivery. 

If your order has not been shipped after 3 days from order confirmation or if your order has not been delivered 5 days after it has been shipped, please email us at support@frostty.com and we will follow up with the Seller / courier partner.

4.) Why have I received a partial order?

As your products may be shipped by different sellers, delivery timelines will vary for different products contained in the same order

5.) What is the delivery charge?

The amount that you will pay to Frostty will include all product and delivery charges.