Refund policy

Refund & Returns Policy

Last updated: December 24, 2025This Refund & Returns Policy applies to purchases made from Frost Fang.

Overview

Because our products are food/treat items, we do not accept physical returns. However, we do take care of customers when something goes wrong.

If you experience an issue with your order, please contact us at info@frostfang.com and include your order number.

No returns

  • All sales are final.

  • We do not accept returns and we do not provide return shipping labels.

  • Please do not mail products back to our shipping address. Any items sent back may be refused or discarded and may not be eligible for a refund.

Refunds and replacements for issues

We may offer a replacement, store credit, or refund (at our discretion) if:

  • your order arrives damaged

  • your order is lost in transit

  • you receive the wrong item

  • your order is missing items

Shipping damage (photo proof required)

We insure shipments when available. If your order arrives damaged:

  1. Email info@frostfang.com within 48 hours of delivery

  2. Include:

    • your order number

    • clear photos of the outer shipping box (including the label)

    • clear photos of the damage to the product(s)

    • photos of any packing materials

We need this information to file an insurance claim with the carrier. If the required photos are not provided, we may be unable to approve a replacement or refund.

Lost packages

If tracking shows a package is lost or stuck in transit, contact us and well help.

  • If the carrier confirms the package is lost, we will typically offer a replacement or refund.

  • If tracking shows the package was delivered to the address provided, we may ask you to check with household members/neighbors or the carrier before we can proceed.

Wrong or missing items

If you received the wrong item or something is missing:

  • Contact us within 7 days of delivery

  • Include your order number and a photo of what you received (if applicable)

We will make it right.

Cancellations

If you need to cancel an order, contact us as soon as possible.

  • If your order has not been processed/shipped, we may be able to cancel it.

  • If it has already shipped, we cannot cancel it.

Exchanges

We do not offer exchanges. If there is an issue with your order, contact us and we will review it under the sections above.

Refusing service / excessive claims

We reserve the right to limit, suspend, or refuse service (including refusing orders) in cases of suspected fraud, abuse, or excessive claims, including (but not limited to):

  • repeated reports of missing/damaged items

  • repeated refund/replacement requests

  • chargeback activity

This helps us protect our small business and keep prices fair for everyone.

Contact

Email: info@frostfang.com