SHIPPING POLICY
At Frost City Jewelry, we carefully inspect, document, and package every order before shipment. This Shipping & Delivery Policy explains our processing timelines, delivery procedures, customer responsibilities, and the process for reporting shipping concerns.
By placing an order with Frost City Jewelry, you agree to this Shipping & Delivery Policy, our Terms and Conditions, and our Final Sale & Refund Policy.
ORDER PROCESSING
Processing time is separate from carrier transit time. Processing includes payment verification, product inspection, order preparation, packaging, and fraud review when applicable.
In Stock Orders
In stock merchandise generally ships within 2 to 5 business days after payment has been successfully processed.
Orders may require additional processing time due to:
• Payment or identity verification
• Billing and shipping address review
• Product inspection
• Sizing or modification requests
• High order value
• Holiday demand
• Carrier availability
• Fraud prevention procedures
Business days do not include weekends or federal holidays.
CUSTOM, MADE TO ORDER, AND SPECIAL ORDERS
Custom, personalized, engraved, resized, modified, sourced to order, made to order, and special-order merchandise requires additional production time.
Estimated production timelines may be provided on the product page, invoice, order confirmation, or through written communication with our team.
Production estimates are provided in good faith but may change because of design revisions, material availability, manufacturing, quality control, customs processing, or circumstances outside our reasonable control.
Production timelines begin only after:
• Required payment or deposit has been received
• Materials and specifications have been confirmed
• Sizing, spelling, finish, and customization details have been approved
• Any required design or rendering approval has been completed
Submitting payment authorizes Frost City Jewelry to begin sourcing, preparation, or production according to the applicable order terms.
DELIVERY ESTIMATES
Carrier delivery estimates begin after the order has been processed and accepted by the shipping carrier.
Delivery dates are estimates unless Frost City Jewelry expressly confirms a guaranteed date in writing. Delays may occur because of weather, carrier disruptions, holidays, incorrect address information, security procedures, or other circumstances outside our control.
Requests for delivery by a birthday, holiday, trip, event, or other specific date are not guaranteed unless confirmed by us in writing.
If an order cannot be shipped within the stated timeframe, we will contact the customer regarding the delay and provide any options required under applicable law.
SHIPPING WITHIN THE UNITED STATES
Frost City Jewelry ships to eligible addresses within the United States using tracked carrier services.
Available shipping methods, rates, and estimated delivery times may be displayed during checkout.
Orders may include or require:
• Tracking confirmation
• Protective packaging
• Shipping insurance
• Signature confirmation
• Adult signature confirmation
• Identity or address verification
• Carrier location pickup
Signature and verification requirements may be added based on the order value, destination, payment method, or fraud risk.
HIGH VALUE ORDER VERIFICATION
High value or unusual orders may require additional verification before fulfillment.
We may contact the customer by phone, text message, or email to confirm:
• Customer identity
• Payment authorization
• Billing and shipping information
• Product selection
• Size, length, finish, or metal color
• Customization instructions
• Authorization to proceed with fulfillment
We reserve the right to delay, decline, cancel, or refund an order that presents suspected fraud, unauthorized payment, inaccurate information, elevated delivery risk, or inconsistent customer details.
Certain orders may be required to ship to the verified billing address or be collected through an approved local pickup appointment.
TRACKING AND DELIVERY
Tracking information will normally be sent to the email address or telephone number provided with the order after the shipment has been accepted by the carrier.
Customers are responsible for:
• Monitoring the tracking information
• Ensuring the delivery location is secure
• Being available when a signature is required
• Retrieving packages held by the carrier
• Contacting us promptly regarding delivery concerns
Tracking information may take time to update after the carrier receives the package. A temporary lack of tracking movement does not automatically mean that the shipment has been lost.
SHIPPING ADDRESS RESPONSIBILITY
Customers are responsible for providing a complete and accurate delivery address during checkout.
This includes the correct:
• Recipient name
• Street address
• Apartment, suite, or unit number
• City, state, and ZIP code
• Telephone number
• Email address
Frost City Jewelry is not responsible for delivery problems caused by incorrect, incomplete, outdated, or misspelled customer-provided information.
Address correction requests must be submitted immediately. We cannot guarantee that an address can be changed after an order has entered processing or shipping preparation.
For fraud prevention purposes, we may decline an address change, require additional verification, cancel the order, or require shipment to the verified billing address.
Customers must not request a carrier redirect, package interception, alternate pickup location, or delivery address change without receiving written approval from Frost City Jewelry.
LOST OR DELAYED SHIPMENTS
A package is not considered lost solely because tracking has not updated for several days.
When a shipment appears delayed or missing, Frost City Jewelry may open an inquiry or insurance claim with the carrier when appropriate.
The customer agrees to cooperate with the investigation and provide any requested statements, identification, photographs, documentation, or other information.
Any repair, replacement, store credit, refund, or other resolution will depend on:
• Carrier tracking records
• Insurance eligibility
• Verification of the delivery address
• Carrier or insurer findings
• Customer cooperation
• The circumstances of the shipment
• Applicable law
Customers must not submit inaccurate, duplicate, or conflicting claims concerning the same shipment.
DAMAGED OR TAMPERED PACKAGES
Packages returned because of an incorrect address, refused delivery, unsuccessful signature attempts, failure to retrieve a carrier-held package, unauthorized rerouting, or customer unavailability do not automatically qualify for cancellation or refund.
The customer may be responsible for:
• Original shipping charges
• Return shipping charges
• Address correction fees
• Insurance charges
• Signature fees
• Reshipment expenses
• Other carrier-imposed costs
Any approved reshipment charges must be paid before the package is sent again.
Custom, personalized, modified, made-to-order, sourced-to-order, and special-order merchandise remains final sale.
SIGNATURE CONFIRMATION
When tracking shows that a package was delivered, customers should first:
• Inspect the immediate delivery area
• Check with household members
• Check with neighbors
• Contact building management, security, or front desk staff
• Confirm the shipping address entered during checkout
• Contact the local carrier facility
If the package still cannot be located, contact Frost City Jewelry promptly and include the order number and relevant delivery details.
A carrier record showing delivery to the address provided by the customer is evidence that the shipment reached the designated destination.
Frost City Jewelry is not automatically responsible for theft, loss, removal, or misplacement occurring after confirmed delivery. We may assist with a carrier inquiry when reasonably possible, but assistance does not guarantee reimbursement, replacement, or approval of a carrier or insurance claim.
REFUSED, UNCLAIMED, OR UNDELIVERABLE PACKAGES
Orders may enter processing shortly after payment.
Requests to change or cancel an order must be submitted immediately. A request is not guaranteed once payment verification, sourcing, preparation, modification, or production has begun.
Custom, personalized, engraved, resized, modified, made-to-order, sourced-to-order, and special-order purchases cannot be canceled once sourcing, design work, preparation, or production has begun.
Carrier delays occurring after a package has shipped are not grounds for cancellation.
All purchases remain subject to our Final Sale & Refund Policy and any rights that cannot legally be waived.
LOCAL PICKUP AND PRIVATE APPOINTMENTS
Visible shipping damage, missing contents, or suspected package tampering must be reported to Frost City Jewelry within 48 hours of delivery.
The customer must provide:
• Full name and order number
• Photographs of the outer package
• Photographs of the shipping label
• Photographs or video of all internal packaging
• Photographs or video of the merchandise
• A written description of the issue
The customer must retain the merchandise, shipping container, packaging, wrapping, labels, seals, and all contents until the investigation is complete.
Merchandise involved in a damage claim must not be worn, repaired, resized, polished, altered, discarded, or otherwise modified before the claim has been reviewed.
Failure to retain the merchandise and original packaging may prevent Frost City Jewelry from submitting or supporting an insurance or carrier claim.
ORDER CHANGES AND CANCELLATIONS
Local pickup may be available by confirmed private appointment in San Francisco.
Customers must not arrive at an appointment location without receiving confirmation from Frost City Jewelry.
The purchaser may be required to present:
• Government-issued photo identification
• Order confirmation
• The payment card used for the transaction
• A name matching the order and payment information
• Signed pickup confirmation
We may require the original purchaser and cardholder to be present.
Third-party pickups must be approved in writing before the appointment and may require identification from both the purchaser and authorized recipient.
Customers may be asked to inspect the merchandise at pickup and confirm that the order was received in the stated condition and matches the approved specifications.
PAYMENT DISPUTES AND FRAUD PREVENTION
Customers agree to contact Frost City Jewelry promptly regarding an order or delivery concern and provide us with a reasonable opportunity to review the matter.
Frost City Jewelry reserves the right to investigate and contest claims or payment disputes that conflict with:
• Checkout policy acceptance
• Customer communications
• Payment and identity verification
• Product descriptions
• Order selections
• Customization approvals
• Product inspection records
• Packing photographs or video
• Carrier tracking records
• Delivery confirmation
• Recipient signatures
• Pickup documentation
• Carrier or insurance findings
Relevant information may be provided to payment processors, card networks, issuing banks, carriers, insurers, law enforcement agencies, or other appropriate parties when necessary to investigate suspected fraud, misrepresentation, unauthorized payment, theft, or false disputes.
Nothing in this policy prevents a customer from reporting a genuinely unauthorized transaction or exercising rights that cannot legally be waived.
PAYMENT DISPUTES AND FRAUD PREVENTION
All merchandise is governed by our separate Final Sale & Refund Policy.
Shipping delays, unsuccessful delivery attempts, refusal to sign, failure to retrieve a package, an incorrect customer-provided address, or a change of mind do not automatically create a right to cancel, return, exchange, or receive a refund.
Original and additional shipping charges are nonrefundable except where required by law or expressly approved by Frost City Jewelry.
POLICY UPDATES
We may update this policy to reflect changes in our shipping services, carriers, security procedures, business practices, or legal obligations.
The version in effect when the order was placed will apply to that purchase unless otherwise required by law.
CONTACT US
For questions regarding processing, tracking, delivery, local pickup, or a shipment concern, contact us:
Frost City Jewelry
San Francisco, California
Email: contact@frostcityjewelry.com
Website: www.FrostCityJewelry.com
Please include your full name, order number, telephone number, and a clear description of the issue.
Effective Date: July 16, 2026
Copyright © 2026 Frost City Jewelry All rights reserveD | PRIVACY POLICY | TERMS & CONDITIONS
Contacts
contact@frostcityjewelry.com
Address
San Francisco, California
United States