Shipping policy
Shipping
Phrozen Tech's shipping is limited to countries listed in this article. The product price listed on Phrozen official website does not include shipping fees, which are determined during checkout based on the product, shipping method, and destination.
As the recipient, you are responsible for paying taxes, duties, fees, and any charges related to shipping to your country. Duties and taxes may be assessed and collected during checkout, and Phrozen Tech cannot be held liable for any additional fees or costs.
By purchasing a product outside of Taiwan, you acknowledge and agree to comply with all applicable laws and regulations regarding the importation and use of the product. Please note that Phrozen Tech is not responsible for regulatory compliance in your country, and we are not liable for any costs associated with the indefinite holding of products by local authorities.
Lead Time
The shipping time for each Phrozen product varies. Please refer to the lead time displayed on the product page when making your purchase. If your order contains multiple items, the shipping time will depend on the item with the longest expected lead time. Phrozen Tech does not split orders and ship them separately before the lead time has passed. If you have special requirements for the delivery time, we recommend placing separate orders.
Pre-Shipping Notice
Please ensure the accuracy of your delivery information. If there is an error in the address due to personal oversight, please contact Phrozen support center as soon as possible. We will do our best to negotiate with the courier to amend the delivery. However, once the order has been shipped, we cannot guarantee a successful address modification and the customer will bear any associated risks and fees.
Please note that if the country of origin and the recipient country are not consistent, the address cannot be modified. Please select a new order page that is consistent with the recipient country.
Phrozen Tech will not be responsible for delays or returns caused by the following reasons:
- Delivery delays of 1-2 days in remote areas of certain cities due to transportation issues.
- Buyer-related issues, such as changing delivery addresses, unclear or incorrect addresses, inability to contact recipients, refusal of delivery or lack of authorized receivers.
- Delivery delays caused by force majeure.
- Delivery delays due to restrictions on entry into schools, units, residences or other reasons related to buyer collection.
Delivery
Phrozen Tech ships products based on lead times, which are listed on the Phrozen official website. Please note that shipping and delivery schedules may be affected by regional holidays, and we cannot guarantee exact shipping dates due to factors beyond our control, such as shipping uncertainties and product availability.
After completing your order on the Phrozen official website, you will receive a confirmation email. If you have not received it, please check your spam folder or contact our Phrozen support center. We will send tracking information as soon as it becomes available.
Once an order is shipped, the courier we choose will be responsible for delivering your order. In case of a missed delivery, the courier may attempt subsequent deliveries before returning the package to us. Note that some orders may be split into several packages.
Missing or Wrong Item
If you discover that any item is missing or incorrect upon receipt, please reach out to the Phrozen support center within 14 days to report the issue and provide any necessary evidence, such as photographs. Phrozen Tech will then provide missing or wrong items based on the information provided.
If it is determined that the item was lost in transit or the wrong item was shipped, we will offer the option of a refund, voucher, exchange, or a replacement item at no additional cost. In the event that the item was shipped but not received, we may file a claim with the shipping carrier to recover the missing item, or offer a refund or replacement at our discretion.
Customs and Duties
Please be aware that all customs fees, tariffs, taxes, and duties are your responsibility. You must pay any customs fees charged by your country and ensure that the products you purchased comply with relevant import laws and regulations.
In some cases, customs agents may delay the delivery of packages at their discretion. If you have any questions about customs and duties charges, please contact your local customs office.