Last updated: October 2025

We want you to love every crunch. If something’s not right with your order, we’ll make it right—see how below.

Food Products (Perishable)

Because our products are perishable, we don’t accept returns of opened or unopened food items.
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery, and we’ll arrange a replacement or refund.

To report an issue, email contact@frostbitesinc.com with:

• Your order number
• A brief description of the issue
• Photos of the product, packaging, and shipping label (required)
• Lot code / best-before date (found on the pouch)

Order Changes & Cancellations

We can modify or cancel orders within 1 hour of purchase during business hours.
Once fulfillment begins, we’re unable to make changes.

Shipping Issues

• Lost or late packages: If tracking shows no movement for 10 business days (within Canada), contact us and we’ll investigate with the carrier.
• Delivered but not received: Check with neighbors or building management first. We’ll help file a claim, but we’re not responsible for packages marked “Delivered” by the carrier.
• Wrong or insufficient address: If a package returns to us, we can reship to a corrected address — reshipping fees may apply.

Refund Method & Timing

Approved refunds are issued to the original payment method within 3–10 business days (bank processing times may vary).
If you used a gift card or store credit, we’ll re-issue credit to your account.

Non-Refundable / Non-Returnable Items

• Perishable food products (except in cases of damage, defect, or our error)
• Final-sale items and gift cards
• Wholesale and distributor orders (see below)

Wholesale & Distributor Orders

For B2B or wholesale purchases, please refer to your purchase agreement.
Report any shipping damages within 48 hours of delivery, including photos and pallet or case IDs.

International Orders

Customs duties, taxes, and import fees are the customer’s responsibility.
We cannot refund orders that are refused or returned due to unpaid duties or import fees.

How to Reach Us

We’re here to help with any order concerns.

📧 Email: contact@frostbitesinc.com
🕓 Hours: Monday–Friday, 9:00 AM – 5:00 PM PT
📦 Mailing Address (for merchandise returns only):
3021 Cassiar Pl, Abbotsford, BC V2S 7G7