Shipping policy

Typical Processing

24–48 hours on business days

Daily Cutoff

12:00 noon Pacific Time

Primary Carrier

UPS with tracking

Delivery

Adult signature required

1. Order Processing

Most Frisco Labs orders are packed within 24–48 hours on business days. We aim to process orders as quickly as possible, but high order volume, holidays or required order review can increase processing time.

Business days are Monday through Friday, excluding holidays. Office hours are Monday through Friday from 11:00 AM to 6:00 PM Pacific Time.

Processing time is separate from carrier transit time. The shipping-service estimate begins after the package has been transferred to UPS.

2. Shipping Cutoff and Business Days

The same-day shipping cutoff is 12:00 noon Pacific Time on eligible business days.

Orders placed after the cutoff are generally processed for the next available business-day pickup. Same-day shipment is not guaranteed.

UPS Next Day Air availability is generally Monday through Thursday. Friday orders may move on Monday depending on the time placed, processing status and carrier schedule.

Saturday delivery is not offered. Weekends, holidays, severe weather and carrier interruptions can affect processing, pickup and transit.

3. UPS Shipping Services

Frisco Labs uses UPS as its primary domestic carrier. Available services and live rates are displayed during checkout based on the destination, package and available carrier service.

4. Order Confirmation and Tracking

A successful checkout generates an order-confirmation email containing the Frisco Labs order number.

Tracking information is sent to the email address used during checkout after the shipping label has been created. Additional carrier updates may be sent when the package is in transit, out for delivery or 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. Carrier scans and online tracking updates can take additional time to appear after pickup.

Carrier records—including tracking scans, signature records, delivery photographs, GPS data, warehouse scans, access-point records, holds and reroute requests—may be used to confirm shipment activity and delivery.

5. Address Accuracy and Order Verification

Customers are responsible for reviewing the complete shipping address before submitting an order.

Verify all of the following:

• Recipient’s full name
• Street address
• Apartment, unit or suite number
• City and state or province
• ZIP or postal code
• Country for international orders
• Telephone number for carrier delivery updates

Incorrect, incomplete or undeliverable addresses can cause delays, rerouting, carrier holds or return to sender.

Frisco Labs cannot guarantee an address correction after an order has entered processing or been transferred to UPS. Additional verification may be required when billing and shipping information do not match.

6. Delivery Changes, Holds and UPS Access Points

Delivery changes requested after shipment are handled by the carrier and may include:

• Hold-for-pickup requests
• UPS Access Point requests
• Delivery-date changes
• Alternate delivery locations
• Address-correction or reroute requests

Frisco Labs cannot guarantee that UPS will approve or complete a requested change.

Customer or recipient interaction with the carrier—including pickup, hold, reroute or delivery-change requests—may be documented as part of the shipment record.

Delays or added charges caused by recipient-requested delivery changes are the customer’s responsibility where permitted.

7. Signature Delivery

Frisco Labs shipments require adult signature delivery. An eligible adult recipient should be available when UPS attempts delivery.

Depending on the carrier service, the recipient may be asked to provide identification or proof of age.

If no eligible recipient is available, UPS may attempt redelivery or hold the package according to local carrier procedures.

Carrier signature records may be used as evidence of delivery and receipt.

8. Optional Shipping Protection

Frisco Labs offers optional Shipping Protection at checkout. When selected, it may provide coverage for certain eligible shipping issues involving loss, damage or theft.

Coverage is subject to documentation, eligibility review, reporting requirements and carrier investigation. Shipping Protection does not guarantee an immediate refund or replacement.

If Shipping Protection is removed or not selected, the order is not covered by the optional Frisco Labs Shipping Protection program.

Shipping Protection generally applies only to eligible shipments within the United States unless Frisco Labs confirms international coverage in writing before shipment.

9. Lost, Delayed, Damaged or Missing Shipments

Transit delays can result from weather, carrier volume, service interruptions, route changes, warehouse handling or other events outside the direct control of Frisco Labs.

A delay does not automatically mean the package is lost. When tracking continues to show movement, allow UPS time to complete delivery.

If Tracking Says Delivered but the Package Is Missing

1. Confirm the shipping address on the order.
2. Check the front door, side door, mailbox and surrounding delivery area.
3. Ask household members, neighbors, reception staff or leasing-office personnel.
4. Review available delivery photographs and signature information.
5. Contact UPS and request a delivery trace.
6. Email Frisco Labs with your order number and carrier trace information.

If the Package Arrives Damaged

Keep the shipping box, label, packing materials and affected products. Photograph the outside of the package, shipping label, interior packaging and damaged merchandise.

Do not discard the packaging while the claim or Shipping Protection request is being reviewed.

10. Refused, Undeliverable and Returned Packages

A package may be returned to Frisco Labs because of:

• An incorrect or incomplete address
• Failed delivery attempts
• Failure to sign for or collect the package
• Refusal by the recipient
• An expired carrier hold
• Customer-requested rerouting or address changes

Original shipping charges are non-refundable after shipment. Return-to-sender fees, carrier charges, warehouse fees and other costs caused by the return may be deducted from an approved refund where permitted.

If the customer requests reshipment, new outbound shipping charges must be paid before the package is shipped again.

Any approved refund remains subject to product inspection, return eligibility and the Frisco Labs Refund & Return Policy.

11. International Shipping

International shipping availability depends on the destination, product, carrier service and order review.

International shipments may be affected by customs inspections, import processing, duties, taxes, warehouse handling, destination-carrier requirements and local import procedures.

The purchaser and recipient are responsible for confirming destination-country import requirements and paying applicable duties, taxes and carrier fees.

International transit estimates are not guaranteed. Frisco Labs cannot control customs processing or destination-carrier activity after the shipment leaves the United States.

International sales are final after payment has been processed and the order has been accepted, except where applicable law requires otherwise.

International orders are not normally eligible for cancellation, return, refund, replacement or exchange after acceptance. International Shipping Protection is not included unless approved in writing before shipment.

12. Delivered Shipments and Carrier Documentation

A shipment marked delivered by the carrier will be treated as delivered unless the carrier investigation or other reliable documentation confirms otherwise.

Proof of shipment or delivery may include:

• Carrier tracking and acceptance scans
• Delivery date and time
• Signature records
• Delivery photographs
• GPS or location information
• UPS Access Point or carrier-hold records
• Reroute and delivery-change requests
• Carrier trace or investigation results
• Customer communications relating to delivery

13. Shipping Disputes and Chargebacks

Customers should contact Frisco Labs first and provide a reasonable opportunity to investigate and resolve a shipping or delivery problem before filing a payment dispute.

If a dispute is filed, Frisco Labs may provide the payment processor or issuing bank with relevant order, payment, fulfillment, tracking, signature, delivery, carrier and customer-communication records.

A payment dispute does not replace any carrier investigation, documentation, product-return or inspection requirement that applies to the underlying claim.

14. Policy Updates

Frisco Labs may update this Shipping Policy when shipping services, carrier requirements or business procedures change.

Updated terms will be published on this page and become effective in accordance with applicable requirements.