Ordering and Delivery
How does ordering work?
Have a look through the shop, choose the item and variant you want, and drop it into your cart. When you are ready, head to checkout and fill in your shipping address and payment details. As soon as your purchase goes through, you will receive an order confirmation by email.
Do you deliver within the United States?
Yes, we deliver to all 50 U.S. states. International shipping is not available at this stage, so any orders sent to an address outside the United States cannot be fulfilled.
Is there a shipping charge?
Every Frozenoir order ships free, and there is no minimum spend to qualify. For now we fulfill orders within the United States only and do not ship internationally at this stage.
Which shipping options do you offer?
All orders go out via standard tracked delivery. Once your parcel has been dispatched, we will email you a tracking link so you can follow its progress the whole way.
How soon will my order get to me?
We usually prepare and send out orders within 1 to 2 business days, not counting weekends or U.S. holidays. From there, standard transit takes a further 5 to 7 business days. You will get a shipment confirmation with a tracking link the moment your package is on its way.
Why has my order turned up in more than one package?
If you ordered several items, they may ship from different locations and reach you on different days. That is completely normal and does not mean anything has gone missing. Use your tracking link to check the status of each package. If something still looks off once the full delivery window has passed, email us at support@frozenoir.com and we will look into it.
I gave the wrong shipping address. Can it still be changed?
Let us know as soon as you notice the mistake. Email support@frozenoir.com within 24 hours of placing your order, and as long as it has not gone into processing yet, we can usually correct the address for you.
My estimated delivery window has passed and my order still isn't here. What now?
Start with the tracking link in your shipping confirmation email, since the odd carrier scan delay can pause an update even when the package is still moving. Keep in mind that processing adds 1 to 2 business days on top of the transit window. If the full estimated window has gone by and your order has still not shown up, reach out at support@frozenoir.com and we will open an investigation straight away.
Returns, Exchanges, and Cancellations
Can I change or cancel an order once it's placed?
Orders enter the fulfillment queue shortly after checkout. If you need to cancel or adjust one, email support@frozenoir.com within 24 hours and we will do everything we can to catch it before it ships. After that point, changes are no longer possible.
How do returns work?
Unworn items in their original condition can be sent back within 30 days of delivery. To get started, email support@frozenoir.com with your order number and the pieces you are returning. Once your request is approved, we will send full instructions along with the return address. Returns sent without prior approval cannot be processed. For change-of-mind and sizing returns, the customer covers return shipping. Frozenoir covers it in full whenever an item arrives damaged or incorrect.
The size or color isn't quite right. Can I exchange it?
Absolutely. Email our team at support@frozenoir.com or use the contact form below and we will guide you through the exchange step by step. Most swaps are handled as a return followed by a new order, which is the quickest way to secure the replacement piece while it is still in stock.
My item arrived damaged or defective. What do I do?
Sorry you are dealing with this. Email support@frozenoir.com within 7 days of delivery and attach photos of the problem along with the outer packaging. We will arrange a replacement or a full refund at no cost to you, and there is no need to send the item back at your own expense.
Help and Order Issues
I have a question about my order. How do I reach you?
Email us at support@frozenoir.com or use the contact form at the foot of this page. We are here Monday to Saturday, 9:00 AM to 5:00 PM, and aim to reply within 1 to 2 business days. Please add your order number so we can pull up your details quickly.
My tracking says delivered, but I never received the package.
First, take a look around your property, ask a neighbor, and check any mailroom or reception area, as carriers sometimes mark a package delivered just before it physically arrives. If it still has not appeared within 2 business days of the delivery scan, email us at support@frozenoir.com with your order number and we will file a carrier claim and work out a resolution with you.
Still have a question?
Send us a message and we will get back to you within 12 to 24 hours.
Store name: Frozenoir
Company name: Astrova LLC
Registration number: 352959652
Address: 5830 E 2nd St Ste 7000 #35288,
Casper, WY 82609,
United States
Contact email: support@frozenoir.com
Phone:
Support hours: Monday to Saturday, 9:00 AM to 5:00 PM
Response time: within 12 to 24 hurs