Shipping Protection Policy

Eligible Loss

Carrier-confirmed and not recoverable

Physical Damage

Report within 48 hours of delivery

Possible Theft

Report within 72 hours of delivery scan

Investigation

Carrier review may take up to 45 days

Delivery Changes

Customer alterations are not covered

Stops & Seizures

Never treated as carrier loss or theft

1. What Shipping Protection Is

Shipping Protection is an optional add-on that may be offered before checkout. It is intended to provide a limited remedy for certain verified shipping incidents involving eligible carrier loss, qualifying theft or physical transit damage.

Shipping Protection is not a guarantee that every shipping problem will be refunded or replaced. Every request is subject to this policy, carrier records, required evidence, reporting deadlines, investigation results and eligibility review.

Shipping Protection applies only when it was selected and paid for on the affected order before shipment. It cannot be purchased, added or applied retroactively after checkout or after a shipping problem occurs.

If Shipping Protection was not purchased, the optional coverage described in this policy does not apply. Any rights or responsibilities that exist independently under applicable law or another written Frisco Labs policy remain subject to those separate terms.

2. Events That May Qualify for Coverage

Subject to all other terms and exclusions, Shipping Protection may apply to:

• Carrier loss in transit: The carrier confirms that an accepted package is lost, missing and not recoverable.
• Physical transit damage: Merchandise is physically damaged during carrier transportation and the damage is supported by timely photographs, packaging evidence and any required carrier inspection.
• Qualifying theft after delivery: A package delivered to the complete, correct and unchanged original address is reported stolen within the required time and the request is supported by sufficient evidence.
• Carrier-caused missing contents: Merchandise is missing because the shipping carton was visibly opened, torn, damaged or tampered with during eligible carrier transit and the loss is adequately documented.

Submitting a request does not establish coverage. Frisco Labs may wait for the carrier’s final determination and may deny a request that is unsupported, excluded, late, inconsistent with carrier records or otherwise ineligible.

3. When Coverage Begins and Ends

Coverage begins only after the shipping carrier physically accepts the package. Creating a shipping label does not begin coverage. A package showing only “Label Created” has not yet entered covered carrier transit.

Except for an eligible and timely theft request, coverage ends when carrier records confirm delivery to the complete, correct and unchanged original shipping address.

Coverage ends immediately if the customer, recipient or a person acting for them changes the address, recipient, delivery location, signature arrangement, carrier instructions or another material part of the original shipment.

Shipping Protection applies only to the specific order and shipment on which it was purchased. It does not automatically carry over to a reshipment, replacement, exchange or separate order.

4. What Shipping Protection Does Not Cover

Shipping Protection does not cover:

• Carrier delays, estimated-delivery changes or tracking that continues to show active movement
• Weather delays, mechanical delays, peak-volume delays, missed scans or operational interruptions that have not resulted in carrier-confirmed loss or physical damage
• A package showing only “Label Created” before physical carrier acceptance
• Incorrect, incomplete, outdated or undeliverable addresses supplied by the customer
• Customer or recipient changes to the original order, address or delivery
• Refused deliveries, missed signatures, unavailable recipients, expired holds, unclaimed packages or returned-to-sender shipments
• Release authorizations, signature waivers, alternate recipients, delivery instructions or safe-location requests made by the customer or recipient
• Carrier-security reviews, compliance reviews, law-enforcement stops, government detention, customs or agricultural action, import refusal, confiscation, destruction or seizure
• A change in any law, regulation, legal interpretation, carrier rule or enforcement practice
• Products ordered, possessed, received, transported or used in violation of applicable law
• International duties, taxes, brokerage, storage, inspection, permit, licensing, documentation, customs or regulatory expenses
• A package correctly delivered to the original address when sufficient evidence of qualifying theft is not provided
• Loss or damage occurring after an eligible package was successfully delivered, except an approved qualifying theft request
• Damage limited to the outside shipping carton when the merchandise remains intact and usable
• Heat exposure, melting, freezing, odor transfer, moisture change or deterioration occurring after delivery
• Product dissatisfaction, natural variation, aroma, color, size, structure, density, trim, cure, moisture, potency expectations or other product-quality concerns unrelated to verified transit damage
• Manufacturer defects, ordinary wear, customer damage, improper storage, mishandling or alteration after delivery
• Claims lacking required photographs, documents, carrier cooperation, statements or other requested evidence
• Claims submitted after the applicable reporting deadline
• Fraudulent, misleading, duplicated, exaggerated or otherwise abusive claims
• Consequential damages, lost income, lost profits, business interruption, legal expenses, penalties or losses beyond the eligible merchandise value

5. Customer Delivery Changes and Order Alterations

Excluded alterations include, without limitation:

• Changing, correcting or replacing the shipping address
• Changing the recipient, business name, apartment, unit or suite
• Requesting a carrier intercept, redirect or reroute
• Redirecting delivery to an access point, carrier store, locker or pickup location
• Requesting a vacation hold, delivery hold, delivery date change or reschedule
• Changing delivery instructions, release preferences, signature arrangements or authorized recipient
• Changing the carrier service, delivery method or any other material part of the original order or shipment

A change request sent to Frisco Labs is not approved unless Frisco Labs confirms the change in writing. Frisco Labs does not guarantee that a requested alteration can be completed, reversed or intercepted.

Any address-correction charge, reroute fee, carrier adjustment, storage charge, return charge or new outbound shipping expense caused by a customer alteration is not covered and remains the customer’s responsibility.

6. 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 solely responsible for confirming that each 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.

Checkout availability, acceptance of an order, prior successful deliveries or a location’s previous legal status does not create Shipping Protection coverage and does not guarantee that a shipment will be permitted, delivered or released.

Frisco Labs does not control these third parties and cannot direct or reverse their decisions. Shipping Protection will not provide a refund, replacement, exchange, store credit, reshipment or reimbursement for a security stop, compliance hold, detention, confiscation, destruction or seizure.

7. Reporting Deadlines and How to File a Request

Email info@friscolabs.com with the subject line Shipping Protection Request and provide:

• Frisco Labs order number
• Full name and email address used for checkout
• Complete original shipping address and shipping ZIP code
• Tracking number
• A clear description of what happened
• Clear photographs of the shipping carton, shipping label, packing materials and all affected merchandise when damage, tampering or missing contents are alleged
• Carrier trace, police report, security video, delivery-location photographs, signed statement or other supporting evidence when requested

Physical damage or missing contents: Report the issue within 48 hours after the carrier’s delivery scan.

Delivered but not received or suspected theft: Report the issue within 72 hours after the carrier’s delivery scan. Before filing, check the delivery area, household members, neighbors, building staff, parcel lockers and any carrier delivery photograph.

Suspected carrier loss in transit: 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.

Keep the merchandise, shipping carton, shipping label and all packaging until the request is finally resolved. Discarding evidence, refusing a carrier inspection or failing to provide requested documentation may result in denial.

8. Carrier Investigation and Review Timeline

Frisco Labs may open or require the customer to assist with a carrier trace, recovery attempt, damage inspection or formal claim. The customer must provide truthful information and reasonably cooperate with Frisco Labs, the carrier and any Shipping Protection administrator.

A 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 may vary based on the carrier, destination, evidence and circumstances.

Shipping Protection does not guarantee an immediate refund, replacement or credit. Frisco Labs may wait until the carrier confirms that a package is lost, damaged, stolen or not recoverable and issues a final determination.

If the package is recovered during the investigation, the carrier may resume delivery. Continued delivery or successful recovery may close the Shipping Protection request without payment or replacement.

9. Approved Resolutions and Coverage Limit

If a request is approved, Frisco Labs will determine the available remedy based on carrier findings, product availability, the amount approved and applicable requirements. A remedy may consist of replacement merchandise, store credit or a refund of the eligible merchandise value.

The maximum Shipping Protection benefit will not exceed the amount actually paid for the eligible affected merchandise. Original shipping charges, expedited-service charges, adult-signature fees, Shipping Protection charges, taxes on excluded charges and other fees are not covered unless expressly required by law or included in the approved determination.

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

If a package is recovered after a replacement, credit or refund is issued, the customer must promptly notify Frisco Labs and cooperate in returning the recovered merchandise or resolving the duplicate benefit.

Replacement items are subject to availability and may require a new lawful and verified shipment. Shipping Protection does not guarantee replacement with the same batch, appearance, size, harvest, packaging or product variation.

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

Refusing delivery, failing to provide a required signature, missing delivery attempts, failing to collect a held package, allowing a hold to expire, providing an incorrect address, changing delivery details or otherwise causing a package to be returned to sender is not loss, theft or physical damage covered by Shipping Protection.

A customer-caused refused, unclaimed, undeliverable or returned-to-sender package is not eligible for a Shipping Protection refund, replacement, exchange, store credit or complimentary reshipment—even when the shipping carton is returned sealed or the merchandise appears unopened.

Any reshipment allowed by Frisco Labs is discretionary and requires payment of all return charges and the full cost of a new shipment. Shipping Protection does not pay these costs.

11. False, Misleading or Abusive Claims

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

Submitting a Shipping Protection request does not authorize a customer to submit false or inconsistent information to a carrier, financial institution, payment provider, law-enforcement agency or other party.

12. Liability and Relationship to Other Policies

To the fullest extent permitted by law, Shipping Protection is limited to the approved remedy described in this policy. It does not cover indirect, incidental, special, punitive or consequential loss, including lost profits, lost income, business interruption, fines, penalties or legal expenses.

Shipping Protection does not modify or replace the Frisco Labs Shipping Policy, Refund & Return Policy or Terms of Service. When a request involves shipping coverage, this Shipping Protection Policy controls the coverage determination, while the other policies continue to govern the sale, shipment and any authorized return.

Nothing in this policy limits a consumer right, warranty or remedy that cannot legally be waived. If a provision is determined to be unenforceable, it will be enforced to the maximum lawful extent and the remaining provisions will continue in effect.

13. Policy Updates

Frisco Labs may update this policy when its carriers, protection program, claims process, business practices or applicable requirements change. The current version will be posted on this page with a revised “Last updated” date.