Modifying Your Orders

In this article, we provide essential details regarding three key aspects of managing your orders with Phrozen – modifying orders, making changes to your shipping address, and exchanging products. Please review the information below for guidance on each process and ensure a smooth experience with your Phrozen purchases. If you have any questions or concerns, our support team is readily available to assist you.

1. Modifying orders

We're excited to announce the launch of a new feature on our website that puts more control in your hands—self-service order cancellation. At Phrozen, we're always striving to enhance your shopping experience, and this latest addition is designed to make managing your orders even easier.

With our new self-service order cancellation feature, customers now have the ability to cancel their orders directly through our website within a time-frame of four hours after placing their order. Whether you've had a change of heart, realized you've ordered the wrong item, or simply need to make an adjustment, this feature empowers you to take action swiftly and conveniently.

There are two ways to cancel an order:

• Immediate Cancellation
  

• Cancellation in Orders Section
  

               
                Enter the order page (click the image on the upper right)

Enter to cancel the order

2. Make changes to your shipping address

If you need to change the shipping address for an order, please contact us as soon as possible via Submit a Request

Please note the following scenarios about changing the shipping address:

If the package has already been shipped:

• If the new address is within the same country, a processing fee may be charged by the shipping company (i.e.: FedEx, UPS)
• If the new address is in a different country, the package will be returned to our company and a new package will be sent to the new address. Please note that shipping fees for the return and new shipment will be charged.

If the package has NOT been shipped:

• If the new address is within the same country, we will update the address in our system without any additional fees.
• If the new address is in a different country, the order will be canceled and refunded. Please place a new order with the updated address.

3. Exchanging Products

If you need to exchange a product, please contact us via Submit a Request. Please be aware that we can only exchange products that meet the following criteria:

• The product being exchanged must be the same type of product as the original (for example, resin for resin).
• The exchanged product must be the same price as the original product, with no price difference after adjustment.

Contact Support

If you find any issues, feel free to reach out to Phrozen Support or your Authorized Reseller for further assistance. When contacting Phrozen Support, kindly send some photos or videos illustrating the issue.