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Shipments and returns

Your shipment

Packages are generally dispatched within 2 days after receipt of payment and are shipped via UPS with tracking and drop-off without signature. If you prefer delivery by UPS Extra with required signature, an additional cost will be applied, so please contact us before choosing this method. Whichever shipment choice you make, we will provide you with a link to track your package online.

Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.

Boxes are amply sized and your items are well-protected.

Your returns

PhotoFrost® will NOT accept returns of any edible product, unless it is defective upon delivery.  This includes icing sheets and edible ink cartridges.

If an edible item has been delivered defective, it must be reported within 5 days of purchase.  All returns must have prior authorization from PhotoFrost® with a valid RA number.

Hardware items must be returned in new saleable condition to be eligible for full refund less shipping costs. All original accessories and packaging must be included. Software items must also be returned in saleable condition. Evidence of abuse, tampering or indication of software piracy will disqualify eligibility.  Hardware items must be returned within 30 days of purchase.

Defective items under warranty period will be handled as follows:

Hardware concerns require contact with the hardware manufacturer. Replacement or repair will defer to the manufacturer's warranty.
If a hardware item is returned to PhotoFrost® and must be forwarded to the authorized manufacturer repair center, the customer will be responsible for any shipping charges incurred.  Under no circumstances is PhotoFrost® responsible for international shipping costs.
Software will be replaced by PhotoFrost® or in-house credit will be issued.

 All returned items will be inspected by PhotoFrost® for compliance. Refund, replacement or in-house credit will be issued at the discretion of PhotoFrost® within 30 days of receipt of return. Items returned without proper authorization may not be eligible for credit or refund, at the discretion of PhotoFrost®.  A 20% restocking fee may be applied.