Shipping policy

We offer free shipping on all our stock products (non-custom) to any commercial address* in the 48 contiguous United States (this excludes Alaska, Hawaii, and outside of the US).

*The commercial address validation is based on UPS's validation system. Each city has different zoning for residential addresses and commercial addresses. If you are shipping to a residential address, you will be charged $4 per warehouse location. Typically this is a per-package fee. Although, we are willing to take part of the hit for our customers, especially those who order multiple packages.

We will ship anywhere that UPS and USPS ship! It's important to us to offer competitive shipping rates so you can get your product wherever you are. If you need a shipping quote for faster shipping or shipping outside the United States, just let us know, we'll give you a competitive quote!

DISCLAIMERS

  • Orders placed after 12:00 PM (noon) Mountain Standard Time, our cutoff time, will be treated as if they are placed the following day.
  • Orders placed using our 5+ Business Days shipping option will normally ship out the next business day. Be aware, with our standard shipping option there is a handling and processing period before they're shipped out.
  • Orders placed with any expedited option will ship out the same day if placed prior to the cutoff time.
  • Orders are only shipped from one of our warehouses Monday through Friday, excluding holidays.
  • All orders are subject to shipping carrier delivery schedule and factors outside our control.
  • Orders placed with UPS Next Day Air or UPS Second Day Air are not eligible to be canceled.

WHEN WILL YOUR PRODUCTS ARRIVE? 
If your UPS tracking claims your package was delivered but is nowhere to be found, please report it to our customer solutions team as soon as possible by calling 480-428-1999 or emailing customersolutions@frozendessertsupplies.com. Once a representative has confirmed the reception of your report, please allow us 8-10 business days to collaborate with UPS to exhaust all efforts in locating your package. If the package has not been located after this period, we will be more than happy to initiate a refund or ship a replacement package to you.

2-4 Business Days (MOST POPULAR):

  • Shipment arrival is estimated between 2-4 business days. Keep in mind the day the order ships, is not considered a full business day
  • Available to all 50 United States

5+ Business Days - Commercial Address:

  • Shipment arrival estimated between 1-7 business days
  • Available for all commercially zoned addresses within the 48 contiguous United States

5+ Business Days - Residential Address:

  • Shipment arrival estimated between 1-7 business days
  • Available for all residential zoned addresses within the 48 contiguous United States

UPS Next Day Air:

  • Guaranteed delivery within 1 business day.
  • Available to the 48 contiguous United States and Puerto Rico with limited access to Hawaii and Alaska. Transit to Alaska and Hawaii may require additional time.
  • Orders placed with this shipping option are not eligible to be canceled. 

UPS Second Day Air:

  • Guaranteed delivery within 2 business days.
  • Available to commercial addresses in the 48 contiguous United States and Puerto Rico with limited access to Hawaii and Alaska. Transit to Alaska and Hawaii may require additional time.
  • Orders placed with this shipping option are not eligible to be canceled. 

*Because UPS has been experiencing shipping delays since the beginning of the Coronavirus Pandemic, we cannot guarantee quick shipping. We promise it's worth the wait!

NEED TO CANCEL AN ORDER? 

If you need to cancel an order please notify us as soon as possible and we will do everything we can to help you!  If your order has been packaged then we will not be able to cancel it. Orders placed with Second Day Air or UPS Next Day Air can't be canceled. If you contact us outside of our hours of operation we can't guarantee that we will be able to cancel it for you. Our office hours are Monday through Thursday 8-5 pm (MT) and Fridays 8-12 pm (MT). Please email customersoltuions@frozendessertsuppleis.com or call 480-428-1999

CAN WE SHIP TO P.O. BOXES?

Because P.O. boxes aren't big enough to accommodate our large boxes, we can't deliver full cases or big orders to P.O. boxes. We can only ship small quantities from USPS to P.O. boxes for a select few items.

ADDRESS CHANGES OR INCORRECT ADDRESS? 

Sometimes people enter an incorrect address or simply need to change their shipping address. We understand! Just let us know and we will do our best to accommodate you. If the shipment has already left our facility, unfortunately, that's out of our hands and into the hands of the shipping company. Not to worry, if you would like to edit the address we can notify the UPS for you and have the address changed. There is a $17.60 fee to have an address changed after an order is shipped.

CAN YOU SCHEDULE DELIVERY FOR A CERTAIN DAY? 

Yes! UPS allows us to schedule delivery for specific days so you can get your package when you want it. This costs $17.60. While we can schedule delivery for certain days, we cannot schedule delivery for specific times. UPS has a set schedule for how they deliver packages and they cannot schedule specific times for delivery.

WHAT HAPPENS WHEN WE CAN'T DELIVER SOMETHING? 

Things happen, we get it. Sometimes packages get refused, the address can't be delivered to, or the package is marked "Return to Sender." No need to worry we are here to help :) 

When it happens, these are your options: 

Will Call:

We will reroute your package(s) to a nearby UPS Customer Center to be held for you to pick up. This service is absolutely free.

Deliver to another address:

We will reroute your package(s) to an alternate delivery address you provide. This service costs $17.60 per tracking number.

Return to sender:

UPS will return the package(s) to us. This service costs $17.60 per tracking number. Once we have received them, you will be partially refunded and will need to place another order you would still like the products to be sent to you.

Reschedule delivery:

We will submit a request for UPS to deliver at the original delivery address on a different date. UPS needs at least two days notice before the scheduled shipping date. Please bear in mind that the new delivery date must be at least one day past the scheduled delivery date. UPS also cannot guarantee a specific delivery time. This service costs $17.60 per tracking number.

LOST OR DAMAGED?

If your package is lost:

If your UPS tracking claims your package was delivered but is nowhere to be found, please report it to our customer solutions team as soon as possible by calling 480-428-1999 or emailing customersolutions@frozendessertsupplies.com. Once a representative has confirmed the reception of your report, please allow us 5-8 business days to collaborate with UPS to exhaust all efforts in locating your package. If the package has not been located after this period, we will be more than happy to initiate a refund or ship a replacement package to you.
*We must be notified of a lost package within sixty (60) days of the actual or scheduled delivery.

If your package is damaged:

If your package arrives damaged or the products inside the box are damaged please report it to our customer solutions team at customersolutions@frozendessertsupplies.com. We ask that you include photos of the damaged package or contents so that we can properly notify UPS and work to prevent it in the future. Once we have received your report and photos, we will be happy to offer you a solution in the form of a replacement case, refund, or rewards points.
*We must be notified of a damaged shipment within sixty (60) days of the actual or scheduled delivery.