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Frequently Asked Questions (FAQ) – Frosted Dog 🐶

We’re here to make your shopping experience as smooth as possible! Below are answers to common questions about orders, shipping, returns, and more. If you don’t find what you’re looking for, feel free to email us at 📩 dennisgerard@frosteddog.com

How long does it take for delivery?
Delivery times vary depending on the supplier and shipping method: Zopi Dropshipping: 7-15 business days CJdropshipping: 7-20 business days (expedited options available) AliExpress Standard Shipping: 10-30 business days Tracking information will be provided once your order ships!
How long does it take for home delivery?
We use multiple carriers to perform delivery, FedEx, UPS, USPS, DHL. Generally it takes on average 7-15 days for delivery. If product comes from one of US based warehouses it will be 3-7 days.
I haven’t received a dispatch or confirmation email. What should I do?
If you haven’t received an order confirmation or dispatch email, try the following: ✔ Check your spam or promotions folder ✔ Ensure your email address was entered correctly at checkout ✔ Allow 1-5 business days for processing before your order is shipped Still no email? Contact us at 📩 dennisgerard@frosteddog.com with your order details.
What courier do you use for deliveries?
We work with several trusted shipping carriers, including: Zopi Dropshipping: UPS, USPS, FedEx, or local postal services CJdropshipping: DHL, USPS, China Post, or local couriers AliExpress Suppliers: AliExpress Standard Shipping, ePacket, or local carriers I haven’t received a dispatch or confirmation email. What should I do? If you haven’t received an order confirmation or dispatch email, try the following: ✔ Check your spam or promotions folder ✔ Ensure your email address was entered correctly at checkout ✔ Allow 1-5 business days for processing before your order is shipped Still no email? Contact us at 📩 dennisgerard@frosteddog.com with your order details.
Do you deliver on weekends?
Weekend deliveries depend on the courier handling your order: Some couriers deliver on Saturdays, but most standard shipments arrive on weekdays. Expedited shipping options may increase the likelihood of weekend delivery. For specific delivery details, check your tracking information or email us.
Can I track my order?
Yes! Once your order ships, you’ll receive a tracking number via email. You can use the provided link to track your package.
Why is my tracking number not updating?
Tracking updates can take 24-48 hours to appear. If there are no updates after 5 business days, please contact us.
What happens if my order gets lost in transit?
If your package hasn’t arrived within 10 business days of the estimated delivery date, contact us at 📩 dennisgerard@frosteddog.com, and we’ll investigate.
Can you confirm you have received my return?
If you used a tracked shipping method, you can check your tracking number to see if your return has arrived. We process returns within 5-7 business days after receiving them. You will get a confirmation email once your return is inspected and approved.
How long will it be before I get a refund?
Return Processing: 5-7 business days after receiving the item Refund Processing: PayPal: 1-3 business days Credit/Debit Card: 5-10 business days (depending on your bank) If it’s been longer than the estimated timeframe, contact us.
Who pays for return postage?
If the return is due to a change of mind or incorrect size selection, return shipping is the customer’s responsibility. If the return is due to a damaged, defective, or incorrect item, excessive delivery delay (5+ business days beyond estimated timeframe), or poor service, Frosted Dog will cover the return shipping costs and provide a prepaid label. To request a return, email 📩 dennisgerard@frosteddog.com with your order details.
What if I received the wrong item?
We’re sorry for the mix-up! Email us with your order number and photos of the incorrect item, and we’ll fix it ASAP. dennisgerard@frosteddog.com
What if my item is damaged?
If your order arrives damaged, please email us within 7 days with photos, and we’ll send a replacement or issue a refund.
Can I cancel or modify my order after placing it?
Orders can only be canceled or modified within 12 hours of purchase. After that, processing begins, and we cannot make changes.
Will I be refunded for shipping costs?
Shipping fees are non-refundable unless the return is due to a damaged or incorrect item.
My refund hasn’t arrived. What should I do?
Refunds typically take 5-10 business days to process. If it’s been longer, check with your bank or contact us for assistance.
🐶 Product & Business FAQs
Are your products pet-safe and high quality? Yes! We carefully select pet-friendly, high-quality products from trusted suppliers to ensure your furry friend’s safety.
What payment methods do you accept?
We accept all major credit/debit cards, PayPal, and other secure payment options.
Do you have a loyalty program or discounts?
We occasionally offer promotions and discounts! Subscribe to our newsletter or follow us on social media to stay updated.