Refund policy
Returns, refunds and cancellations
Effective October 17, 2026. Frosty Pup Co. (FrostyPup) is operated by Nortica Ventures LLC.
Defective, damaged or incorrectly made items
Contact hello@frostypup.com within 30 days after delivery if your item arrives damaged, has a manufacturing or printing defect, or differs from the item ordered because of our or our fulfillment partner's error. Include your order number, a description and clear photographs of the item and packaging, where available. We will review the claim and arrange a replacement or refund for a confirmed issue at no additional cost to you.
Made-to-order products and exclusions
Our print-on-demand and personalized items are made for each order. We do not accept returns or exchanges for a change of mind, a color or size chosen incorrectly, or personalization details entered incorrectly by the customer. Please check measurements, size charts and personalization carefully before ordering. Ordinary wear, chewing, misuse and damage occurring after delivery are not manufacturing defects.
Return instructions and costs
Contact us before sending any item. If a physical return is needed for an approved defect, damage or fulfillment-error claim, we will provide instructions and cover the required return shipping. We do not charge a restocking fee for approved claims. The 30-day request window is not an unconditional change-of-mind return offer.
Do not send products to our Delaware registered office or to a supplier without our instructions. The registered office is not a return warehouse.
Refunds
We will email you the outcome of the review. Approved refunds are sent to the original payment method. Your bank or payment provider may take additional time to post the credit. If a refund has not appeared after 10 business days from our confirmation, contact us.
Cancellations and order changes
Because orders are personalized or made to order, we do not accept voluntary cancellations or changes after an order is placed. Please check the product, size, color, delivery address and personalization carefully before submitting your order. This does not affect remedies for defects, damage or fulfillment errors, or cancellation and refund rights that cannot be excluded by law, including applicable rights when merchandise cannot be shipped as promised.
Your rights
This policy applies to orders placed on or after its effective date. Earlier orders retain the terms offered at purchase. Nothing here limits statutory warranties, remedies for non-conforming goods or other rights that cannot be excluded under applicable law.