Orders & Shipping
1. Where's my order?
You'll receive automated notifications for all stages of your order, including order confirmation, tracking number, delivery and more.
2. What if I need to change my order after I've placed it?
If you have not yet received your shipping confirmation email, please contact us and we may be able to make changes to your order. If you have already received your shipping confirmation email, your order has already been shipped and we cannot make any changes. We apologize for any inconvenience this may cause.
3. How soon can I get my order? What shipping methods do you offer?
All deliveries must be signed by an adult signature. Orders placed before 4 pm EST Monday-Friday will ship out on the same day. Orders placed after 4 pm EST Monday-Friday or on weekends will ship out on the following business day. Shipping typically takes 3-5 business days.
4. What if my parcel is lost or damaged?
We are sorry to hear that your parcel has been lost or damaged. We take great care in packaging and shipping our products, but sometimes things happen. If your parcel is lost or damaged, please contact the shipping carrier and if they can’t help contact us immediately so that we can investigate the matter. We will do everything we can to help you get a replacement or refund.
Here are the steps you can take if your parcel is lost or damaged: 1) check the tracking information. The tracking information will tell you the current status of your parcel. If the tracking information shows that your parcel has been delivered, but you have not received it, please contact the carrier to file a lost package claim; 2) inspect the package. If you have received your parcel, please inspect it carefully for any signs of damage. If the package is damaged, please take photos of the damage; 3) contact us. Once you have checked the tracking information and inspected the package, please contact us so that we can investigate the matter. We will need to know the tracking number, the date the package was shipped, and the condition of the package when you received it. We will do everything we can to help you get a replacement or refund. If your parcel is lost, we will issue you a refund. If your parcel is damaged, we will send you a replacement.
5. The tracking shows that my package was delivered, but I still don’t have it. What should I do?
It is possible that your package will be delivered the next business day even if it is marked as delivered. Sometimes, packages are marked as delivered but are not actually delivered until later.
If your package is not delivered by the end of the next business day, please check with your neighbors to see if they received it by mistake. Our shipping labels are very clear, but mistakes can happen. You can also contact the shipping carrier directly to see if they have any information about your package.
Payment
1. What payment methods do you accept?
We accept VISA, MASTER, AMERICAN EXPRESS and DISCOVERY Cards.
2. Why do I need to submit my ID?
We require all customers to submit a valid ID when using our age checker. This is to ensure that we are only selling our products to adults. We are committed to preventing underage vaping, and we believe that age verification is an important part of this effort.
We understand that some customers may be hesitant to submit their ID, but we assure you that your information will be kept confidential. We will only use your ID to verify your age, and we will not share it with any third parties.
3. Do you accept PayPal?
Unfortunately, PayPal is not currently an option for payment. We are always looking for ways to improve our customer experience, and we hope to offer PayPal as a payment option in the future.
Other inquires
Please reach out to our customer service at help@freezielife.comor chat to our representative via WhatsApp below. We highly value your shopping experience and welcome you to contact us at any time.