Requesting a refund

Please refer to the status of your order before proceeding:

Cancellation Before Shipment

1. After confirming the cancellation of your order, you will receive a system notification.
2. The refund case will be forwarded to the accounting department. The accounting department will proceed with refund cases on a weekly basis. Customers will receive a system notification once the refund has been issued on Phrozen’s end.
3. Please check with your issuing bank to determine how long it will take for the refund to reflect in your bank account.

Cancellation After Shipment:

1. After confirming the cancellation of your order, Phrozen will inform FedEx so that they can haul back the order.
2. FedEx will issue last month's checks at the beginning of each month. After receiving the check from FedEx, Phrozen will proceed with the refund cases. Customers will receive a system notification once the refund has been issued on Phrozen’s end.
3. Please check with your issuing bank to determine how long it will take for the refund to reflect in your bank account.
4. Please note that Phrozen will deduct shipping fees, import tax, and transaction fees (if any) from your refund. For more details, please refer to our Refund Policy.