Shipping

Yay! You ordered something!

We're here to answer all your questions about how it'll be shipped to you.

Do You Qualify for Free Shipping?

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).

Our Shipping Rates

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!

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.

Address Changes or Incorrect Addresses

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. We can help you get in contact with them.

Usually, if you request to change your address on a package that's already in the hands of the shipping company, you'll be charged $17.60 per package.

Can you schedule delivery on 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."

When that 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 3 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.

If Your Package is Damaged:

If your package arrives damaged to the point of product falling out or being 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.

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.

When Will Your Products Arrive?

When your products are delivered depends on the shipping you chose. Below, you'll see how long each shipping method takes.

Please Note: Orders placed after the cutoff time (12 PM, noon, MST) will be treated as if they were placed on the following day.

UPS Ground:

  • Guaranteed delivery from 1-7 business days by 11:00 PM based on the total distance between origin to destination addresses.
  • Available to all 50 United States and Puerto Rico.

UPS 3-Day Select: 

  • Guaranteed delivery within 3 business days by 11:00 PM.
  • Available to the 48 contiguous United States (this excludes Alaska and Hawaii).

UPS 2nd Day Air:

  • Guaranteed delivery within 2 business days by 11:00 PM
  • 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.

UPS 2nd Day Air AM:

  • Guaranteed delivery within 2 business days by 10:30 AM or 12:00 PM. 
  • 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.

UPS Next Day Air Saver:

  • Guaranteed delivery the next business day by 11:00 PM.
  • Available to the 48 contiguous United States, limited addresses in Alaska and Hawaii. Transit to Alaska and Hawaii may require additional time.

UPS Next Day Air:

  • Guaranteed delivery the next business day by 11:00 PM
  • Available to all 50 states and Puerto Rico, with some limitations in Hawaii and Alaska.

UPS Next Day Air Early:

  • Guaranteed delivery the next business day by 8:00 AM for continental addresses, and by 9:30 AM for addresses in Hawaii and Alaska.
  • Available to the 48 contiguous United States and the cities of Anchorage, AK and Oahu, HI. 

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!

*The commercial address validation is based on UPS's validation system. Each city has different zoning for resident 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.