Return and Refund Policy
We want you to love your cart. If something isn't right, this page explains how returns, refunds, exchanges and cancellations work.
Return window
You can ask to return a standard item within 30 days after it's delivered. It must be unused, in its original condition, and packed in its original packaging or equally protective packaging.
Items that can't be returned
- Custom and personalized carts, including custom colors, logos, wraps, graphics and modified builds
- Carts or parts that have been used to store or serve food
- Items marked final sale or clearance
If one of these items arrives damaged or defective, you're still covered. See "Damaged, defective or wrong items" below.
How to start a return
Contact us at info@thefrozencartstore.com or (346) 446-8211 with your order number and the reason for the return. We'll reply with instructions and a return authorization (RA) number. Returns sent without an RA number can't be accepted.
Return shipping and restocking fee
- You pay the return shipping, unless the item arrived damaged, defective or wasn't what you ordered.
- Returned carts that aren't damaged or defective have a 15% restocking fee, taken from your refund.
- Carts must travel on a pallet and be protected like the original shipment. Damage caused by poor packing on the way back can reduce your refund.
Refunds
When your return arrives, we inspect it and email you within 3 business days. Approved refunds go back to your original payment method within 5 to 10 business days; your bank may take a few more days to post it. The original shipping charge isn't refundable unless the return is because of our error.
Damaged, defective or wrong items
If your order arrives damaged, defective or isn't what you ordered, tell us within 48 hours of delivery and send photos. We'll repair it, replace it or refund you in full, including shipping, at no cost to you. For problems that show up later, see our warranty.
Cancelling an order
- In-stock orders can be cancelled for a full refund until they ship.
- Custom orders can be cancelled for a full refund until production starts. After that, the amount for materials and work already done isn't refundable. Your quote shows this amount before you approve it.
Exchanges
To swap an item for a different one, return the original under this policy and place a new order. If you'd like help choosing, call us first.
Contact us
The Frozen Cart Store
2415 Rice Blvd, Houston, TX 77005
Phone: (346) 446-8211
Email: info@thefrozencartstore.com
Last updated: September 29, 2026
