Shipping Claims & Package Issues

Frisco Labs

Shipping Claims & Package Issues

This page explains the carrier process for delivery issues and what we need from you to move fast. Shipping is handled by UPS and claims require documentation and timelines.

If Your Package Arrives Damaged

Send clear photos of:

  • The outer box (all sides)
  • The shipping label
  • All packing material
  • The damaged items

Keep all packaging until the case is resolved ; carriers often require evidence for review.

Delivered But Not Received

  1. Check around the delivery location ; front/back door ; mailroom ; neighbors ; building office
  2. Confirm the shipping address is correct
  3. Contact UPS to open a delivery trace
  4. Email us the trace details along with your order number

If Shipping Protection was selected at checkout, include that information in your email so we can guide you through the correct steps.

No Movement / Potential Loss

Some scans are delayed. “Label Created” means the label printed ; movement typically shows after UPS origin scan. If tracking shows no movement for an extended period, we can review and open the appropriate carrier process.

Email your order number and tracking number to info@FriscoLabs.com.

Carrier Investigation Timelines

  • UPS may attempt to recover or locate a package ; this can take up to 30 days in some cases
  • Investigations typically do not exceed 45 days once the process is initiated
  • When UPS confirms a final status such as lost or not recoverable, we follow the applicable resolution path based on your checkout selections

We can move fastest when customers provide clear photos and trace details right away.

Related ; Shipping Protection Policy

Products are intended for lawful purchase and use where permitted. Always comply with local laws.