Shipping & Tracking FAQ
Frisco Labs Order Help
Find answers about order processing, UPS, USPS and FedEx shipping services, tracking updates, signature delivery, destination requirements, delivery changes, optional Shipping Protection, and package issues. For order-specific assistance, include your order number and tracking number when available.
Important: All sales are final. Customers are responsible for confirming that the products ordered may lawfully be purchased, possessed, and delivered at the destination. Carrier, security, customs, law-enforcement, or regulatory inspections, holds, confiscations, and seizures are outside Frisco Labs’ control and are not covered, even when Shipping Protection was purchased.
Order Processing
Processing time is separate from the delivery estimate provided by UPS, USPS, or FedEx.
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.
Expedited and express services depend on the selected carrier, destination, local schedule, and service availability. An order placed late in the week may not move until the next available carrier business day.
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.
Carrier Services and Tracking
Available UPS, USPS, and FedEx services and rates are displayed or assigned based on the package, destination, product eligibility, service availability, and operational requirements.
Which shipping carriers and services are available?
Eligible orders may use available services from:
- UPS ground, economy, expedited, or air services
- USPS ground, priority, or express services
- FedEx ground, economy, expedited, or express services
Transit time begins after processing is complete and the selected carrier physically accepts 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” or “Shipment Information Sent” means the shipping label or electronic shipment record has been generated. It does not necessarily mean UPS, USPS, or FedEx has physically accepted or scanned the package.
Tracking normally begins showing movement after the carrier 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 carrier 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 the selected carrier and request a delivery trace or location review
Then email Frisco Labs with your order number, tracking number, and any trace or case details provided by the carrier.
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.
A refused, unclaimed, undeliverable, or return-to-sender package is not an authorized return and does not create eligibility for a refund, exchange, replacement, store credit, or free reshipment, even if the package remains sealed.
Original shipping charges are nonrefundable after shipment. Any return transportation, carrier, address-correction, interception, or new outbound shipping charges remain the customer’s responsibility.
What happens if a carrier, security team, customs authority, law-enforcement agency, or regulator stops or seizes my package?
Any inspection, security review, hold, detention, confiscation, destruction, rejection, or seizure by a carrier, customs authority, law-enforcement agency, government agency, or regulator is entirely outside Frisco Labs’ possession and control.
These events are excluded from refunds, exchanges, replacements, store credits, and free reshipments. They are also excluded from Shipping Protection, even if the customer purchased protection for the order.
Any related fees, penalties, storage costs, return transportation charges, or other expenses are the customer’s responsibility to the fullest extent permitted by law.
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 the carrier time to complete delivery.
Contact support if tracking stops for an extended period or the carrier reports a problem requiring sender assistance.
Addresses, Delivery Changes and Signatures
Review the complete shipping address and delivery requirements before submitting an order. Changes requested after submission are made only when possible and entirely at the customer’s risk and expense.
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, USPS, or FedEx.
If a correction or change is requested after submission, the customer accepts responsibility for any resulting delay, carrier hold, misdelivery, loss, theft, failed signature, refusal, return to sender, security review, or added charge. No refund, exchange, replacement, store credit, or free reshipment is available when the issue results from the requested change.
What happens if my address is incorrect or incomplete?
An incorrect or incomplete customer-provided address can cause a delay, carrier hold, reroute, misdelivery, failed delivery, failed signature, or return to sender. The customer is responsible for resulting costs and outcomes. These issues do not qualify for a refund, exchange, replacement, store credit, or free reshipment.
Can the carrier hold or reroute my package?
UPS, USPS, or FedEx may offer hold-for-pickup, carrier store, post office, locker, Access Point, delivery-date, alternate-location, or reroute options for eligible shipments.
These requests are handled by the selected carrier, and Frisco Labs cannot guarantee that the carrier will approve or complete a requested change. Once the customer or recipient requests or authorizes a hold, reroute, redirect, delivery-date change, release, alternate location, Access Point, post office, carrier store, locker, pickup, signature arrangement, recipient change, or other delivery alteration, all resulting risk and expense belong to the customer.
No refund, exchange, replacement, store credit, or free reshipment is available for a delay, hold, loss, theft, misdelivery, failed signature, refusal, return to sender, security review, or added charge resulting from the requested alteration.
What counts as a customer-requested order or delivery alteration?
Alterations include, without limitation:
- Changing or canceling products, variants, quantities, or other original order details
- Changing the shipping address, unit number, recipient, or delivery instructions
- Requesting a reroute, redirect, interception, alternate delivery location, Access Point, store, locker, or pickup
- Requesting a vacation hold, delivery hold, reschedule, release, signature change, or authorized-recipient change
- Changing the carrier service, shipping method, or other fulfillment details
Frisco Labs may attempt a requested change as a courtesy, but cannot guarantee it. Any change after the original order is submitted is at the customer’s sole risk and expense and does not create refund eligibility.
Is a signature required?
Frisco Labs shipments may require signature, adult signature, identification, age verification, or recipient verification based on the order, product, value, carrier, service, or destination. The purchaser or another eligible recipient should be available when the carrier attempts delivery.
Depending on the service, UPS, USPS, or FedEx may request identification or proof of age. If nobody eligible is available, the carrier may attempt redelivery, hold the package, send it to a pickup location, or return it to sender according to its procedures.
Failure to be available, provide acceptable identification, sign, arrange an eligible recipient, or collect a held package does not qualify for a refund, exchange, replacement, store credit, or free reshipment.
Destination Laws and Customer Responsibility
Product and shipping rules can change by state, county, city, territory, country, or other destination.
Are all sales final?
Yes. All sales are final except where a remedy is expressly required by applicable law or approved under a specific written Frisco Labs policy. Shipping Protection does not make an order returnable and does not cover excluded events.
Security stops, seizures, destination restrictions, customer-requested alterations, refused or unclaimed packages, failed signature requirements, and returns to sender do not qualify for a refund, exchange, replacement, store credit, or free reshipment.
Who is responsible for confirming that an order is allowed at the destination?
The customer is solely responsible for researching and confirming all laws, rules, restrictions, quantity limits, licensing requirements, and delivery requirements that apply to the products and destination before ordering.
Website availability, acceptance of an order, payment authorization, shipment, or carrier acceptance is not a representation or guarantee that a product is lawful or deliverable at a particular destination.
What if the law or delivery rule changes after I order?
Laws, regulations, carrier policies, enforcement practices, and destination restrictions may change without notice. The customer accepts this risk when placing the order.
If an order is delayed, rejected, returned, confiscated, destroyed, or seized because a destination rule, law, carrier policy, or enforcement practice changed or was applied differently, the sale remains final. No refund, exchange, replacement, store credit, or free reshipment is available, and any related expense remains the customer’s responsibility to the fullest extent permitted by law.
Does Frisco Labs control carrier security or government enforcement decisions?
No. Frisco Labs does not control carrier security teams, customs authorities, law-enforcement agencies, regulators, government agencies, inspection procedures, or enforcement decisions after a package leaves our possession.
Security stops, inspections, holds, confiscations, destruction, and seizures are excluded from all refunds and from Shipping Protection coverage, even when protection was purchased.
Shipping Protection
Shipping Protection is optional. It is a separate checkout add-on for certain eligible transit loss, damage, or theft claims and is not required to complete a purchase.
Accepting the Terms of Service does not purchase or select Shipping Protection. Protection applies only when the customer separately chooses it before completing checkout.
What can Shipping Protection cover?
When separately selected at checkout, Shipping Protection may provide coverage for eligible loss, damage, or theft during ordinary 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. Protection does not cover carrier, security, customs, law-enforcement, government, or regulatory inspections, stops, holds, detentions, confiscations, destruction, or seizures. These exclusions apply even when protection was purchased.
Protection also does not cover destination-law or regulatory restrictions, customer-requested address or delivery alterations, incorrect or incomplete addresses, refused or unclaimed packages, failed signature or identification requirements, carrier delays with active movement, undocumented claims, or shipments confirmed as correctly delivered.
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