Shipping & Tracking FAQ
Frisco Labs Order Help
Find answers about order processing, UPS shipping services, tracking updates, signature delivery, address problems, shipping protection, and package issues. For order-specific assistance, include your order number and tracking number when available.
Order Processing
Processing time is separate from the delivery estimate provided by UPS.
How long does order processing take?
Most orders are packed within 24–48 business hours. Business days are Monday through Friday, excluding holidays.
High order volume, holidays, inventory confirmation, payment review, address verification, or requests for additional customer information can increase processing time.
What is the same-day shipping cutoff?
The cutoff is 12:00 noon Pacific Time on eligible business days. Orders placed before the cutoff may qualify for same-day pickup after processing, but same-day shipment is not guaranteed.
Orders placed after the cutoff are generally prepared for the next available business-day pickup.
Do orders ship on weekends or holidays?
Frisco Labs processes orders Monday through Friday. Weekends and holidays can affect order processing, carrier pickup, and transit schedules.
UPS Next Day Air is generally available Monday through Thursday. A Friday order may move on Monday depending on when it was placed, its processing status, and the carrier schedule.
Where does Frisco Labs ship orders from?
Frisco Labs is a California-based, online-only business. Orders are fulfilled through our shipping workflow; customer pickup and in-person support are not available.
UPS Services and Tracking
Available UPS services and rates are displayed during checkout based on the package and destination.
Which UPS services are available?
Eligible domestic orders may display:
- UPS 3 Day Select
- UPS 2nd Day Air
- UPS Next Day Air
Transit time begins after processing is complete and UPS has received the package. Carrier delivery estimates are not guarantees.
Will I receive a tracking number?
Yes. Tracking information is sent to the email address used at checkout after the shipping label has been created.
Additional carrier updates may be sent when the package is in transit, out for delivery, or marked delivered.
What does “Label Created” mean?
“Label Created” means the shipping label has been generated. It does not necessarily mean UPS has completed its first physical scan.
Tracking normally begins showing movement after UPS receives and scans the package. The first scan and online tracking update can take additional time to appear after pickup.
Why has my tracking stopped updating?
Packages can move between carrier facilities without a scan appearing at every step. Weather, carrier volume, route changes, and service interruptions can also delay updates.
If tracking shows no movement for an extended period or the package has passed its expected delivery window, contact Frisco Labs with your order number and tracking number.
Is the UPS delivery date guaranteed?
No. Estimated delivery dates can change because of weather, carrier volume, routing, operational interruptions, or other events outside Frisco Labs’ control.
Delivery and Package Issues
Report package problems as soon as possible and keep any materials that may be needed for review.
Tracking says delivered, but I cannot find the package. What should I do?
- Confirm the shipping address shown on the order
- Check the front door, side door, mailbox, parcel locker, mailroom, leasing office, and surrounding delivery area
- Ask household members, neighbors, reception staff, or building personnel
- Review any available delivery photograph or signature record
- Contact UPS and request a delivery trace
Then email Frisco Labs with your order number, tracking number, and any trace details provided by UPS.
What should I do if my package arrives damaged?
Keep the complete shipment and take clear photographs of:
- The outside of the shipping box from every side
- The shipping label
- The interior packaging and packing materials
- Each damaged item
Do not discard the box, label, packing materials, or affected products while the issue is being reviewed.
What happens when a package is returned to sender?
Frisco Labs reviews the carrier’s return reason after the package is received. Returns can result from an incorrect address, failed delivery attempts, failure to sign, an expired carrier hold, refusal, or a recipient-requested change.
Original shipping charges are not refundable after shipment. Return-to-sender fees, carrier charges, or new outbound shipping charges may apply depending on the reason and requested resolution.
Any approved refund remains subject to product inspection and the Refund & Return Policy.
Does a delivery delay mean my package is lost?
No. A delay does not automatically mean a package is lost. When tracking continues to show movement, allow UPS time to complete delivery.
Contact support if tracking stops for an extended period or UPS reports a problem requiring sender assistance.
Addresses, Delivery Changes and Signatures
Review the complete shipping address carefully before submitting an order.
Can I change my shipping address after ordering?
Contact Frisco Labs immediately if you notice an error. Address corrections cannot be guaranteed after an order has entered processing or been transferred to UPS.
Additional verification may be required when the billing and shipping information do not match.
What happens if my address is incorrect or incomplete?
An incorrect or incomplete address can cause a delay, carrier hold, reroute, failed delivery, or return to sender. Costs caused by an incorrect customer-provided address may remain the customer’s responsibility where permitted.
Can UPS hold or reroute my package?
UPS may offer hold-for-pickup, Access Point, delivery-date, alternate-location, or reroute options for eligible shipments.
These requests are handled by UPS, and Frisco Labs cannot guarantee that the carrier will approve or complete a requested change. Recipient-requested changes may also cause delays or added carrier charges.
Is a signature required?
Yes. Frisco Labs shipments require signature delivery. The purchaser or an eligible adult recipient should be available when UPS attempts delivery.
Depending on the service, UPS may request identification or proof of age. If nobody eligible is available, UPS may attempt redelivery or hold the package according to local procedures.
Shipping Protection
Shipping Protection is an optional checkout add-on for certain eligible shipping problems.
What can Shipping Protection cover?
When selected at checkout, Shipping Protection may provide coverage for eligible loss, damage, or theft during transit.
Coverage depends on timely reporting, documentation, eligibility review, and any required carrier investigation. Selecting protection does not guarantee an immediate refund or replacement.
Can Shipping Protection be added after checkout?
Shipping Protection must be selected before the order is completed. It cannot be added after the package has shipped.
How do I start a Shipping Protection request?
Contact Frisco Labs with your order number, full name, email used at checkout, shipping ZIP code, tracking number, and an explanation of what happened.
Include clear photographs if the shipment was damaged and keep all packaging until the review is complete.
Does Shipping Protection cover every delivery problem?
No. Carrier delays with active movement, incorrect addresses, undocumented claims, and shipments confirmed as correctly delivered may not qualify.
Review the Shipping Protection Policy for complete eligibility, documentation, and claim information.
Get Help With Shipping
Frisco Labs provides online customer support through email and live chat Monday–Friday, 11:00 AM–6:00 PM Pacific Time. Telephone and in-person support are not available.
For order-specific assistance, include:
- Order number
- Full name
- Email address used at checkout
- Shipping ZIP code
- Tracking number, when available
- A short description of the problem