Shipping Claims & Package Issues

Physical Damage

Report within 48 hours of delivery

Delivered, Not Received

Report within 72 hours of delivery scan

Possible Loss

Report within 7 days after estimated delivery

Documentation

Photos and carrier records may be required

Investigation

Carrier review may take up to 45 days

Protection

Coverage must be purchased before shipment

1. Identify the Type of Package Issue

Before contacting Frisco Labs, review the carrier tracking and identify which description best matches the problem:

• The package arrived with visible physical damage.
• The package was delivered but merchandise is missing from a damaged or opened carton.
• Tracking says delivered, but the package cannot be located.
• Tracking stopped moving before delivery and the estimated delivery date passed.
• Tracking shows only “Label Created” without physical carrier acceptance.
• Tracking shows a hold, refusal, return to sender, security review, detention, confiscation or seizure.

These events follow different procedures. A delay, hold, return or security action should not be reported as carrier loss or theft when tracking identifies another cause.

2. Physical Damage or Missing Contents

Report physical transit damage or suspected carrier-caused missing contents within 48 hours after the delivery scan.

Send clear photographs of:

• The unopened outer shipping carton when possible
• Every side of the outer carton, including dents, tears, openings or crushed areas
• The complete shipping label and tracking number
• All internal packing materials
• Every damaged item
• All merchandise received when contents are allegedly missing

Keep the merchandise, outer carton, shipping label and all packing materials until the case is finally resolved. Do not discard, consume, repair, alter or return affected merchandise unless Frisco Labs gives written instructions.

Damage limited to the outside shipping carton is not an eligible product-damage claim when the merchandise remains intact and usable.

3. Delivered but Not Received or Suspected Theft

Report a delivered-but-not-received issue within 72 hours after the carrier’s delivery scan.

Before filing a request:

1. Check every entrance, side gate, porch, garage, mailroom, parcel locker and safe location.
2. Ask household members, neighbors, reception staff, leasing staff and building management.
3. Confirm that the original shipping address on the order is complete and correct.
4. Review the carrier’s delivery photograph, signature, access-point record or other delivery details.
5. Contact the carrier and request a delivery trace or location review.
6. Preserve doorbell, building or security-camera footage when available.

A carrier “Delivered” scan is treated as evidence of delivery unless a carrier investigation or other reliable documentation establishes otherwise.

Frisco Labs may require a signed statement, police report, carrier trace, security video, delivery-location photographs or other evidence before reviewing a theft request.

4. No Movement or Possible Carrier Loss

A delayed scan or missed estimated delivery date does not automatically mean that a package is lost. Carriers may experience routing changes, weather delays, mechanical interruptions, facility backlogs, security reviews and delayed scans.

If tracking stopped moving before delivery, report the issue no later than seven calendar days after the carrier’s last estimated delivery date, unless Frisco Labs instructs otherwise while tracking remains active.

Frisco Labs may open a carrier trace or formal claim and may wait for the carrier to complete its recovery attempt. A package is not treated as lost for Shipping Protection purposes until the carrier confirms that it is lost, missing and not recoverable.

If the carrier locates the package, delivery may resume and the claim may close without a refund, replacement or credit.

5. Tracking Shows “Label Created”

“Label Created” means that shipment information was submitted and a tracking number was generated. It does not establish that the carrier physically accepted the package.

Carrier acceptance occurs when tracking or other carrier records show pickup, possession, an acceptance scan, an origin scan or movement within the carrier network.

A pre-acceptance fulfillment issue is not a Shipping Protection claim because covered carrier transit has not started. Contact Frisco Labs with the order number and tracking number so fulfillment records can be reviewed.

6. How to Submit a Package-Issue Request

Email info@friscolabs.com with the subject line Shipping Claim – Order Number and include:

• Frisco Labs order number
• Full name and email address used for checkout
• Complete original shipping address and ZIP code
• Tracking number
• A clear description of what happened
• The date the issue was first discovered
• Required photographs and documents
• Any carrier case, trace or claim number already issued
• Whether Shipping Protection was purchased on the order

Submitting a request does not establish carrier fault, Shipping Protection coverage or entitlement to a particular resolution. The request remains subject to carrier records, documentation, reporting deadlines, policy exclusions and investigation results.

7. Customer Delivery Changes Are Not Covered Claims

Excluded changes include:

• Address corrections or replacements
• Recipient, business name, apartment, unit or suite changes
• Carrier intercepts, redirects or reroutes
• Access-point, carrier-store, locker or pickup-location requests
• Vacation holds, delivery holds, delivery-date changes or rescheduling
• Delivery instructions, release preferences, signature changes or alternate recipients
• Changes to carrier service, delivery method or another material shipment detail

Any address-correction fee, reroute fee, carrier adjustment, storage charge, return charge or new outbound shipping expense caused by a customer alteration is the customer’s responsibility.

8. Refused, Unclaimed and Returned-to-Sender Packages

Refusing delivery, missing a required signature, failing to collect a held package, allowing a hold to expire, providing an incorrect address, changing delivery details or otherwise causing a return to sender is not carrier loss, theft or physical damage.

A customer-caused refused, unclaimed, undeliverable or returned-to-sender shipment is not an authorized return and is not eligible for a refund, replacement, exchange, store credit, complimentary reshipment or Shipping Protection remedy—even if the carton returns sealed or the merchandise appears unopened.

If Frisco Labs receives the package intact and shipment remains lawful, Frisco Labs may, in its sole discretion, allow reshipment after the customer confirms an approved address and pays every return charge plus the full cost of a new shipment. Reshipment is not guaranteed.

9. Security Stops, Government Detention, Confiscation and Seizure

This exclusion includes action by a carrier-security department, law-enforcement agency, government authority, customs office, agricultural authority or other regulatory body.

The customer is responsible for confirming that every product may lawfully be purchased, possessed, received, transported and used at the destination and anywhere the package may travel. Laws, interpretations and enforcement practices can change without notice.

Frisco Labs does not control these third parties and cannot guarantee, direct or reverse their decisions. These events do not qualify for a refund, replacement, exchange, store credit, reshipment, reimbursement or Shipping Protection remedy.

10. Carrier Investigation and Recovery Timeline

Frisco Labs may open or require the customer to assist with a carrier trace, delivery-location review, recovery attempt, damage inspection or formal claim.

A carrier recovery attempt may take up to 30 days in some cases. Carrier investigations generally do not exceed 45 days after the trace or claim begins, but timing varies based on the carrier, scan history, destination, documentation and circumstances.

The customer must provide truthful information and reasonably cooperate with Frisco Labs, the carrier and any Shipping Protection administrator. Failure to respond, preserve evidence or provide requested information may delay or prevent resolution.

A carrier’s outside filing deadline does not extend Frisco Labs’ 48-hour, 72-hour or seven-calendar-day customer reporting requirements.

11. Claim Review and Possible Outcomes

Frisco Labs reviews the order, tracking history, carrier findings, photographs, documentation, reporting time and whether Shipping Protection was purchased and applies.

A request may be approved, denied, held for more information, closed because delivery resumed or referred to another process. Filing a request does not guarantee an immediate refund, replacement or credit.

If a Shipping Protection request is approved, the available remedy may be replacement merchandise, store credit or a refund of the eligible merchandise value, as determined under the Shipping Protection Policy. Shipping, expedited-service, adult-signature and Shipping Protection charges are not ordinarily covered.

Only one remedy is available for the same merchandise and incident. A customer may not receive and retain duplicate recovery from Frisco Labs, the carrier, a payment provider, another insurer or another protection program.

12. False, Misleading or Duplicate Claims

Frisco Labs may deny a request, suspend claim eligibility, restrict an account or pursue available remedies when information or evidence is materially false, altered, misleading, duplicated, exaggerated or intentionally incomplete.

A customer must not provide inconsistent information to Frisco Labs, the carrier, a payment processor, a financial institution, law enforcement or another protection provider in an attempt to obtain duplicate recovery.

13. Controlling Policies and Applicable Rights

This page provides claim instructions. Shipping Protection coverage and exclusions are controlled by the Shipping Protection Policy. General shipment responsibility is controlled by the Shipping Policy, and returns are controlled by the Refund & Return Policy.

Nothing on this page limits a consumer right, warranty or remedy that cannot legally be waived.