Shipping policy

Our Shipping Rates

We will ship anywhere that FedEx ships to both residential and commercial addresses in the 48 contiguous United States (this excludes Alaska, Hawaii, and outside of the US). We strive to offer optimal shipping rates so you can receive your product wherever you are. If you need a shipping quote for expedited shipping please call us at (480) 428-1999.

We also offer free shipping options for our Cup Club Reward members. To sign up for free, or for more information, visit frozendessertsupplies.com/pages/rewards

When Will Your Products Arrive?

Please Note: Orders placed after the cutoff time (12:00 PM MST) will be treated as if they were placed on the following day.

  • Estimated 3-5 business day delivery by 8:00 PM based on the total distance between origin to destination addresses.
  • Available to all 48 contiguous United States (this excludes Alaska, Hawaii, and outside of the US).

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 only ship small quantities such as sample boxes to P.O. boxes.

Can We Ship Internationally?

Unfortunately we do not offer shipping outside of the 48 contiguous United States.

Address Changes or Incorrect Addresses

Sometimes an incorrect address is input or an address simply needs to be changed. We understand! Please let us know within 1 hour of the order being submitted if a change needs to be made and we will be able to accommodate you.

If the shipment has already left our facility, it is out of our hands and in the hands of our shipping carrier. If you request to change your address on a package that's already in the hands of the shipping company, please contact us within 1 day after the order is submitted and we will contact our shipping carrier to make this correction. We charge $17.60 for each case that is rerouted.

Can you schedule delivery on a certain day?

FedEx unfortunately does not deliver on specified dates or times. However, they allow customers to request a "hold for pickup" so they can pick up their package when it is most convenient. There is a 7-day and 14-day hold option depending on your needs. These services can be requested through their mobile app and you can find more information on this here. 

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 FedEx facility to be held for you to pick up. This service is 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:

FedEx 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 for the products to be sent to you.


Lost or Damaged

If Your Package is Lost:

If your FedEx 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 FedEx 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 the 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 FedEx 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, or refund.

Disclaimers

  • Orders placed after 12:00 PM Mountain Standard Time, our cutoff time, will be treated as if they are placed the following day.

  • Orders 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 are only shipped from our warehouses Monday through Friday, excluding holidays.

  • All orders are subject to shipping carrier delivery schedules and factors outside our control.

If you have further questions about our shipping policies, please reach out to our customer experience team at (480) 428-1999.