Frequently Asked Questions (FAQ)

PAYMENT

What payment methods do you accept?
We accept all major credit cards and PayPal for a smooth, secure checkout experience.

How secure is my personal information?
ShopFrozana uses industry-leading security standards. All payment and personal details are encrypted with SSL (Secure Socket Layer) technology to keep your information safe during every transaction.

ORDER TRACKING

My tracking number isn’t working. What should I do?
Most orders include a tracking number. If yours isn’t working, contact us at shopfrozanasupp@gmail.com. We’ll help you track your shipment.
You’ll receive your tracking number by email within a few days of ordering. For best results, copy & paste the code directly into our Track Order page.

How do I know if my order has shipped?
You’ll receive an email and SMS once your order leaves our warehouse. Tracking details are usually available within a few days of dispatch. You can also check your order status on our Track Order page.

The tracking site says “Delivered,” but I haven’t received my package.
Sometimes packages are marked as delivered once they reach your local post office. Please wait a few days or contact your local post office, as they may be holding your package.

SHIPPING & DELIVERY

Do you ship internationally?
Yes! ShopFrozana ships worldwide every day.

How long does it take for my order to ship?

  • Most orders leave our warehouse within 1–3 business days of payment.

  • During peak periods, please allow up to 6 business days for dispatch.

How long does shipping take?

  • Standard International Shipping: 8–20 business days.

  • You’ll receive an email once your items have shipped.

How is my package delivered?
Delivery depends on your location and product:

  • To your home, mailbox, porch, or local post office.

  • If delivery is attempted and no one is available, your package may be held for pickup at your local post office.

How much does shipping cost?
We offer FREE worldwide shipping on all orders!

Where is my package shipped from?
Our warehouses are located in China & the United States, with most orders shipped from China. For details, contact shopfrozanasupp@gmail.com.

RETURNS & REFUNDS

What if I receive a damaged or faulty product?
Send us a photo or video of the issue at shopfrozanasupp@gmail.com, and we’ll immediately send you a replacement free of charge.

AFTER PURCHASE

I entered the wrong shipping address or chose the wrong variant. Can I change it?
Contact us at shopfrozanasupp@gmail.com as soon as possible. We’ll do our best to help, but we cannot guarantee changes once the order has entered the shipping process.

My package is stuck in customs. What can I do?
Customs and postal services operate independently. ShopFrozana isn’t responsible for delays or customs fees. Any taxes or charges must be paid by the recipient. Contact your local customs office for details.

Can I change my shipping address after placing an order?
Orders are processed within 1–3 business days. If you need to update your address, contact us immediately at shopfrozanasupp@gmail.com. Ensure all details are correct to prevent lost or undelivered packages.