Shipping policy

By placing an order or enrolling in a FreezBone Club membership or subscription, you agree to the terms below. Please read this policy carefully.

1. Order Processing

Orders are typically processed within 1–3 business days of being placed. Business days are Monday through Friday, excluding U.S. federal holidays and warehouse closures.

Processing times are estimates, not guarantees. Order volume, promotional periods, inventory availability, and warehouse capacity may extend processing times. We are not liable for delays in processing.

We reserve the right to cancel, refuse, or limit any order at our sole discretion, including orders that appear fraudulent, that are placed in error, that exceed reasonable household quantities, or that contain pricing or product errors. If we cancel an order, your sole remedy is a refund of amounts paid for that order.

2. Shipping Origin and Destinations

All packages are dispatched from our fulfillment facility at 801 Shotgun Road, Sunrise, Florida 33326, USA.

We currently do not ship to certain countries and regions. Restricted destinations are subject to change without notice, and the list of destinations available at checkout is controlling. If an order is placed for a restricted destination, we will cancel it and refund the purchase price.

We do not ship to freight forwarders, package-consolidation services, or third-party reshippers. If you direct an order to such a service, all risk of loss transfers to you upon delivery to that address, and we will not process claims, refunds, or replacements for that order.

3. Shipping Rates

Rates shown below are for standard shipping and do not include shipping protection (see Section 8).

Destination	Standard Rate	Free Shipping Threshold
United States (domestic)	$5.99 USD	Orders over $59 USD
Canada	$35 USD	Orders over $129 USD
International	€25 EUR	Orders over €149 EUR
FreezBone Club members	FREE	No minimum — while membership is active

 

FreezBone Club member shipping. Active FreezBone Club members receive free standard shipping on qualifying orders with no minimum purchase, for as long as the membership remains valid and in good standing. This benefit applies only to standard shipping to eligible destinations and ends immediately upon cancellation, expiration, non-payment, or suspension of the membership. Orders placed after a membership lapses are charged standard rates. The benefit is personal to the member, is not transferable, and may be modified or withdrawn on notice.

Free shipping thresholds are calculated on the merchandise subtotal after all discounts, credits, and promotions are applied, and exclude taxes, duties, shipping charges, and membership fees. If a return or partial cancellation brings your order below the threshold, we reserve the right to deduct the applicable shipping charge from your refund.

Shipping charges and membership fees are non-refundable except where required by law.

Rates are subject to change at any time without notice. The rate displayed at checkout governs your order.

4. Membership and Subscription Shipping

Recurring shipments. FreezBone Club memberships and product subscriptions renew automatically on the billing schedule selected at enrollment until cancelled by you. Each renewal generates a new order, which is subject to the shipping rates, delivery terms, and limitations in this policy.

Membership status governs benefits. Free shipping and any other member benefit apply only while the membership is active and paid. If a membership payment fails, lapses, or is cancelled, member shipping benefits end immediately and standard shipping rates apply to all subsequent orders, including orders already scheduled but not yet processed.

Address accuracy for recurring orders. You are responsible for keeping the shipping address, payment method, and contact details on your account current. Address changes must be saved to your account at least 48 hours before your next scheduled billing date to apply to that shipment. We are not responsible for shipments sent to an outdated address on file, and such shipments are not eligible for refund, replacement, or reshipment at our cost.

Cancellation cutoff. To prevent a renewal, you must cancel at least 48 hours before your scheduled billing date. Cancellations received after that point take effect the following cycle.

Orders already processed. Once a subscription order has been billed and processed, it cannot be cancelled or refunded. At our discretion, we may issue store credit for the value of the merchandise. Store credit is non-transferable, has no cash value, and may expire as stated at issuance.

Membership fees are separate. Membership and program fees are charged for access to member pricing and benefits and are non-refundable and independent of any product shipment, including shipments that are delayed, lost, or cancelled.

5. Delivery Estimates

Any delivery date or transit time shown at checkout, in tracking, or in our communications is an estimate provided by the carrier and is not guaranteed. Once a package is tendered to the carrier, delivery is outside our control.

We do not offer guaranteed-date delivery. We do not refund shipping charges, issue credits, or accept cancellations because a package arrived later than an estimate.

6. Tracking

You will receive a tracking number by email once your order ships. You are responsible for providing and maintaining a valid, monitored email address. We are not responsible for tracking notifications that are undelivered, filtered as spam, or sent to an inactive or mistyped address.

7. Risk of Loss

Title and risk of loss pass to you when your order is tendered to the carrier at our facility. From that point forward, the shipment is your property in transit. Any claim for loss or damage occurring after tender is a claim against the carrier or, if applicable, the shipping protection provider.

Nothing in this policy obligates us to replace, refund, or reship an order that was successfully tendered to the carrier.

8. Shipping Protection

Shipping protection may be offered as an optional add-on at checkout.

If you decline shipping protection, you assume full risk for loss, theft, or damage in transit. Orders shipped without protection are not eligible for replacement or refund on those grounds, and any remedy we may offer is provided as a courtesy at our sole discretion and does not create an obligation or precedent.

9. Delayed Packages

If tracking shows a package is in transit but delayed, please allow up to 15 days from the ship date before contacting us. Our carrier insurance terms prohibit filing a claim before that point.

If the package has not arrived after 15 days, contact us and we will assist in opening a carrier investigation. Carrier investigations typically take 7–21 business days and their outcome is determined by the carrier, not by us.

10. Packages Marked Delivered

If tracking shows “Delivered” but you have not received the package, please take the following steps before contacting us:

• Check with everyone in your household

• Check with neighbors and building management in case of misdelivery

• Check all doors, porches, mailrooms, garages, and parcel lockers

• Check your email inbox and spam folder for carrier notices

• Contact your local carrier office with the tracking number

 

If you still cannot locate the package, contact us at team@freezbone.com within the claim window in Section 11 and we will open an investigation.

Carrier confirmation of delivery to the address you provided is considered proof of delivery. Where a carrier confirms delivery, we are not obligated to issue a refund, replacement, or credit, and any accommodation offered is at our sole discretion.

We are not responsible for packages that are stolen after delivery, left in an unsecured location, delivered to an address you provided in error, or accepted by any person at the delivery address.

11. Claim Deadlines

All claims for lost, missing, damaged, or incorrect shipments must be submitted to team@freezbone.com within 30 days of the ship date. Claims for visible damage or incorrect items must include photographs of the product, the packaging, and the shipping label.

Claims submitted after 30 days are waived and will not be honored. This deadline is a material term of sale.

12. Incorrect Addresses, Undeliverable and Refused Packages

You are solely responsible for the accuracy and completeness of the shipping address, including apartment, unit, and suite numbers.

If a package is returned to us as undeliverable, refused, or unclaimed:

• We will refund the merchandise value only, less original shipping charges and any carrier return fees, once the package is received back at our facility in resalable condition

• Reshipment requires payment of a new shipping charge

• Perishable or temperature-sensitive items returned in this manner are not refundable

 

Packages refused at delivery, abandoned, or returned due to unpaid customs charges are handled under Section 14 and are not eligible for refund.

Carrier address corrections may incur a fee, which we reserve the right to pass through to you.

13. Order Changes and Cancellations

Once an order is placed, it cannot be modified. This includes changes to size, flavor, color, product, quantity, or shipping address.

Once an order has been assigned a tracking number, it cannot be cancelled — no exceptions.

Requests to change or cancel an order before processing may be accommodated at our discretion but are not guaranteed.

14. Customs, Duties, Taxes and International Orders

For shipments outside the United States, you are the importer of record and are solely responsible for all customs duties, import taxes, VAT, brokerage charges, and clearance fees. These are assessed by your country’s authorities, are not included in our shipping charges, and are not within our control or knowledge.

We do not undervalue shipments, mark orders as gifts, or falsify customs documentation under any circumstances.

If you refuse to pay customs charges and the package is returned, destroyed, abandoned, or seized:

• No refund, replacement, or credit will be issued

• Any return shipping and destruction costs incurred by us may be charged to you

 

Customs clearance delays are outside our control and are not grounds for refund or cancellation.

International orders may be subject to inspection, quarantine, or restriction on animal-derived products under local law. You are responsible for confirming that the products you order may lawfully be imported into your country. We are not liable for products seized or destroyed by customs authorities.

15. Weather and Temperature-Sensitive Products

Certain products may be affected by extreme temperatures in transit. We are not responsible for changes in product appearance, texture, or consistency resulting from heat, cold, or carrier handling delays, provided the product remains safe and fit for its intended use.

16. Events Outside Our Control

We are not liable for any delay or failure to ship or deliver caused by events beyond our reasonable control, including but not limited to: severe weather, natural disasters, carrier delays, labor disputes or strikes, transportation disruptions, supply chain interruptions, facility closures, public health emergencies, government action, customs holds, civil unrest, fire, theft, cyberattack, or systems failure.

17. Limitation of Liability

To the maximum extent permitted by law, our total liability arising out of or relating to any order, shipment, delay, loss, or damage is limited to the amount you actually paid for the affected merchandise.

We are not liable for any indirect, incidental, consequential, special, punitive, or exemplary damages, including lost profits, missed events or occasions, veterinary or medical expenses, or costs of substitute products, whether based in contract, tort, warranty, strict liability, or otherwise, even if we have been advised of the possibility of such damages.

Some jurisdictions do not allow certain limitations, so portions of this section may not apply to you.

18. Chargebacks

If you have an issue with an order, contact us first at team@freezbone.com so we can resolve it.

Filing a chargeback or payment dispute without first contacting us may result in suspension or termination of your membership and account, and forfeiture of any store credit, member pricing, or program benefits. We reserve the right to contest disputes with delivery confirmation, order records, and communication history, and to recover costs associated with fraudulent or bad-faith disputes.

19. Changes to This Policy

We may update this policy at any time without prior notice. The version posted at the time you place your order governs that order. Continued use of the site or continued membership after changes are posted constitutes acceptance.

20. Governing Law

This policy is governed by the laws of the State of Florida, USA, without regard to conflict-of-law principles. Any dispute shall be brought exclusively in the state or federal courts located in Broward County, Florida, and you consent to personal jurisdiction and venue there.

21. Severability

If any provision of this policy is found unenforceable, that provision will be limited or severed to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

22. Contact

team@freezbone.com

FreezBone Club

801 Shotgun Road, Sunrise, Florida 33326, USA