Frisco Labs
Support Center
Need help with an order, shipping, payment verification, or wholesale access? Start here.
Most answers are below, and you can always reach us by email or live chat.
Important: All sales are final. Customers are responsible for confirming that products may lawfully be purchased, possessed, and delivered at the destination. Carrier, security, customs, law-enforcement, government, or regulatory inspections, holds, confiscations, and seizures are outside Frisco Labs’ control and are not covered, even when Shipping Protection was purchased.
Quick Links
Use these links for the fastest answers.
Order Help
To help us resolve your request quickly, include the details below in your message.
- Order number
- Full name
- Email used at checkout
- Shipping ZIP code
-
A short description of the issue
For address or order changes, contact us immediately. Changes cannot be guaranteed after an order is submitted. Any customer-requested alteration is made at the customer’s sole risk and expense and does not create eligibility for a refund, exchange, replacement, store credit, or free reshipment.
Shipping
Where do orders ship from?
All orders ship from California.
How long does processing take?
Processing typically takes 24–48 business hours, Monday through Friday, excluding holidays. Carrier transit time begins after processing and physical carrier acceptance.
Which shipping carriers do you use?
Frisco Labs uses approved tracked services from UPS, USPS, and FedEx. Available carriers, service levels, rates, and delivery estimates depend on the destination, package, product eligibility, service availability, and operational requirements.
My tracking says “Label Created”. What does that mean?
“Label Created” or “Shipment Information Sent” means the label or electronic shipment record was 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’s first acceptance scan.
Delivered but not received?
Check around the complete delivery location, ask household members, neighbors, reception staff, or building personnel, verify the address, and contact the selected carrier to open a trace or location review. Then email Frisco Labs with the order number, tracking number, and carrier case details. If Shipping Protection was separately purchased, mention that in your message.
What if a carrier or authority stops or seizes my package?
Carrier, security, customs, law-enforcement, government, or regulatory inspections, holds, detentions, confiscations, destruction, rejections, and seizures are outside Frisco Labs’ possession and control. These events do not qualify for a refund, exchange, replacement, store credit, or free reshipment and are excluded from Shipping Protection, even when protection was purchased.
Need the complete rules? View the Shipping Policy & Carrier Guide and Shipping & Tracking FAQ.
Payments & Checkout
Why was my payment declined?
Payment declines are often caused by bank verification rules, insufficient funds, or mismatched billing details.
Make sure your billing address and name match what your bank has on file.
My bank shows a charge, but I didn’t get an order confirmation.
If you didn’t receive a Frisco Labs order number or confirmation email, it may be a temporary authorization hold.
Holds usually release automatically depending on your bank.
Is Shipping Protection required?
No. Shipping Protection is optional and must be separately selected before checkout. Accepting the required Terms of Service does not purchase or select Shipping Protection.
Checkout restricted. How can I complete my order?
Email a screenshot of your cart to
info@FriscoLabs.com
with subject
Checkout Support. Our team will confirm eligibility and reply with next steps.
Returns & Refunds
All sales are final except where a remedy is expressly required by applicable law or approved under a specific written Frisco Labs policy.
- Do not send a product or package back without written return authorization
- Refused, unclaimed, undeliverable, and return-to-sender packages are not authorized returns, even if sealed
- Security stops, seizures, destination restrictions, incorrect addresses, failed signature requirements, and customer-requested alterations do not create refund eligibility
- Original shipping, return transportation, carrier, interception, address-correction, and new outbound shipping charges are nonrefundable and may remain the customer’s responsibility
Review the complete Refund & Return Policy before contacting support.
Wholesale & Bulk Accounts
Looking for bulk THCA flower or wholesale pricing? Start with the wholesale collection and request access if needed.
For faster approval, ensure your account details are accurate and any requested documents are clear and readable.
FAQ
Are products lab tested?
Yes. Products are supported by third-party lab testing and COAs are provided where applicable.
Is THCA legal?
Laws, regulations, carrier rules, and enforcement practices vary by location and may change without notice. Please review our
THCA Legality & Shipping Guide
and independently confirm every applicable destination rule before ordering.
Who is responsible for destination laws and restrictions?
The customer is solely responsible for confirming that each product may lawfully be purchased, possessed, imported, and delivered at the destination. Website availability, order acceptance, payment authorization, shipment, or carrier acceptance is not a guarantee that a product is lawful or deliverable at a particular destination.
How do I contact support?
Want the full FAQ page? Go here: Help Center / FAQ.
These statements have not been evaluated by the FDA. Products are intended for lawful purchase and use where permitted. Customers must comply with all applicable laws, carrier rules, and destination requirements.
