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FAQ

Customer Service Email

support@gearfrost.com

How do I place my order?

Simply choose your option on the product page then click the add to cart button and follow the simple steps to complete your order. We'll prepare your order and let you know when it's on its way.

What types of payment are accepted?

We currently accept any major credit cards: Visa, MasterCard, American Express and Discover Card. We also accept payments through PayPal.

I don't have Paypal account. Can I place my order?

If you don't have Paypal account please choose Pay with Debit or Credit Card.

How much is shipping?

Once you've clicked through to secure checkout, you can enter your delivery address and continue to shipping method. Shipping costs are then calculated and tacked on to your subtotal at the bottom of the page.

I placed my order, when will my order ship?

ALL PRODUCTS ARE MADE TO ORDER

Every single item on GearFrost is custom printed and it will take 3-8 business days to print and make sure your order is everything you hoped it would be prior to shipping. You will receive an email notification when your order has been shipped.

ESTIMATED TIME OF ARRIVAL (ETA)

Standard Shipping

  • US: 10-20 Days
  • International: 15-25 Days

Express Shipping (DHL/FedEx)

  • US: 3-5 Business Days
  • International: 4-7 Business Days

My order status is unfulfilled, what does this mean?

If your order status is shown as unfulfilled this simply means your order has not yet been dispatched but the payment has been successful. Once your order has been dispatched you will receive an email to confirm your order has been fulfilled and another email providing you with a tracking number.

How do I check my order status?

As soon as your order is shipped, we will send you a shipping confirmation email with your tracking number. Just enter your order information on the Track Order page to see your order status.

Please note: It may take up to 48 hours for your package to show up in the forwarder's tracking system. For international orders, tracking information is available until the package leaves its country of origin. After that, there is no further tracking.

Can I cancel or modify my order?

When you place an order, you have 24 hours to contact our Customer Service Team and request a cancellation or modification. After 24 hours, we've already started working on your order and it is too late to cancel it or modify it.

To cancel an order, please provide all the details concerning the items you want to cancel as well as your order number.

To modify an order, please include all the details of your order: order number, style, size and color then specify the item you would like to change it for in your email and we'll do our best to help you.

Why I have not received my confirmation email?

First, double check your spam folder and other email accounts.

Can't find it? Don't panic, contact our Customer Service Team.

I ordered the wrong size or color, what should I do?

For any changes within 24 hours after ordering please contact our Customer Service Team for assistance.

International buyers - What about customs? Will I be charged for duties or custom when my package arrives in my country?

Import duties, taxes and charges are not included in the item price or shipping cost. These charges vary from one country to another and are the buyer's responsibility.

Please check with your country's customs office to determine what these additional costs will be.

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.

Where do you ship from?

We ship from different warehouses & factories that located in United States, China, Hong Kong and more. So, please expect your items to be shipped separately (if you order more than one item) as different factories specialize in different areas of manufacturing.

How do I apply a discount, use my gift card or apply my rewards points?

To apply a discount code, gift card code or applying your rewards points simply go to your cart choose checkout and on the right side of the screen will be the total cost of your order.

Above the subtotal and shipping costs there will be a space where you can enter in your discount code or gift card code as well another space that will show your rewards points available and a button to apply the points to your purchase.

Can I apply a discount after my order is placed?

Unfortunately, we cannot apply discounts to an order after it has been placed. We also cannot combine discounts for an order. Be sure to apply your discounts before you purchase.

I never received my package, what should I do?

If your item has not arrived within 60 days after having ordered, contact our Customer Service Team for a free replacement order or a full refund of your purchase.

Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.

I’m not satisfied with the printing quality or I received the wrong item, what should I do?

We are doing our best to ensure product quality and order accuracy. However, if an item is defective or damaged due to manufacturer error or if we ship you the wrong item, we will send a replacement to you. All we need is your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item.

Please see our return & refund policy for further details.

https://gearfrost.com/pages/return-refund-policy

I have an incredible design, can I send it to you and have it printed on a product?

We'd love to see your incredible design and print it for you! A minimum of 20 items is required by design in order to be printed. Just send your design to support@gearfrost.com with the product, color and size you want.

Get in touch

At GearFrost we really value our customers and if none of the above answered your questions, feel free to contact us by email at support@gearfrost.com.

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