Customer Support

Our current estimated processing time for all orders is *roughly* 3-5 business days Due to our demand, when you place an order for freeze dried Candy, you are placing a pre-order. This is basically saving your place to receive your candies and confections when they are ready, meaning we cannot always guarantee processing times for these items but we usually stay around the current processing times listed above. Processing time estimates are not guaranteed, and as such it may take us more or less time to process your order depending on time of year and potential for increased demand. Our team is always working as fast as we can to get your order ready for shipment and to get your package to you! We appreciate your patience in the meantime. Please be sure to read and understand ALL processing timeframe updates prior to ordering. You can find that information by clicking HERE.

Orders can only be canceled within 24hrs of purchase. Please be sure to read and understand our current processing time and other important information prior to purchase. This information can be found in the banner at the top of each webpage you visit on our website or by clicking this link HERE. If you wish to cancel your order and you are able to contact us before 24hrs has passed we should be able to cancel your order. All order cancelations are subject to a cancelation fee as outlined below. If more than 24hrs have passed, or if your order has begun processing, or if we have already scheduled a pick up for your package, unfortunately we are unable to cancel your order. In some instances, you are also able to make changes to your order after it has been placed in order to avoid incurring any cancellation fees. Changes to your order are free of charge, however any changes requested are dependent on stock availability and may affect your shipping rate. We are unable to accept returns due to health and safety concerns. Thank you for understanding. PLEASE NOTE: Cancelations are not guaranteed and there is a minimum cancelation fee of $5 associated with ALL canceled orders. If the shop fees incurred from the creation of your order are greater then our stated minimum fee as above, you will be charged accordingly. This is because otherwise, we do not recover those funds from our website host in the event of a cancelation.

Transit time is highly dependent on your location! Once shipped, all Canadian orders will arrive within approximately 2-6 business days. If you are in the US, you can expect your order to take approximately 4-6 business days to arrive once shipped. If you are international to us, you can expect your order to take up to 10+ business days to arrive once shipped. Transit times may vary depending on time of year and during periods of increased demand. We do not control third party matters, transit times, or delays. Once your package leaves our warehouse, we are unable to affect the timeline for delivery of your order, and as such we are unable to guarantee when your order will arrive. Once your order officially ships, you will receive a shipping confirmation email with all of the tracking details you need to track your package. If you're not seeing that email in your inbox, please be sure to check your junk or spam folder. The Frozen Jazzi's is not responsible for any additonal dutys or customs fees incurred during shipment. The Frozen Jazzi's also cannot be held responsible for any lost or stolen packages. If your package is missing or becomes lost in the shipping process, please contact us via email (thefrozenjazzis@gmail.com) or fill out our contact form so that we can file a claim with the shipping company on your behalf. We reccommend also reaching out to the shipping company for help in most cases. PLEASE NOTE: Transit (shipping) time and processing time are NOT the same. When ordering online, your processing time refers to the time it takes for us to process, pack, and arrange a pickup for your shipment. Transit (shipping) time refers to the time it takes for the courier service to retrieve and deliver your package to you. Please be sure to read and understand all processing time and other important information prior to purchasing. For up to date processing time estimates, click HERE!

Once your order has been placed, your order confirmation is automatically sent to the email address used to create your order. If you haven’t received your order confirmation within 24 hours, please get in touch via email at thefrozenjazzis@gmail.com or by filling out the contact form found at the bottom right corner of your screen as there may have been a problem with processing your order. Please check your mailbox’s spam or junk folder prior to contacting us in case the order confirmation has been diverted there.

Placing a second order (we will refund any extra shipping costs if applicable) or 2) contacting us to request an invoice for your additional products if you prefer. Unfortunately, we are unable to modify your order once it has been shipped. If you need to order a greater quantity or additional products, and your previous order has already shipped, please place a new online order on our website. Please Note: Changes to your order are free of charge, however any changes requested are dependent on stock availability and may affect your shipping rate. If you have any further questions about the above, please reach out via email or fill out our contact form found in the bottom right hand corner of your screen.

Yes! We now ship worldwide

Shipping rates vary depending on your location. The best way to find out the cost of shipping to your area is by adding the items you'd like to your cart and proceeding with the checkout process until a shipping estimate is provided, just before finalizing, based on the specific address information provided for shipping. PLEASE NOTE: In many cases shipping is more expensive than originally estimated. We are happy to assist with covering the extra costs where we are able.

We accept no liability for any missing orders if the tracking information for the parcel is showing the order as delivered to the provided address. Please remember lost parcels are rare and don't happen often but when it does happen is it NOT in our control. Once the package is shipped, it is out of our hands. Secondly, during busy seasons delays must be expected. During the holidays for example, many shipping companies cancel their expected delivery dates due to the rush of shipments they are juggling. If your package has not arrived yet and tracking states that it's delayed or hasn't moved we suggest contacting the shipping company with your tracking information and inquire with them what is happening. Once a package leaves our store, we are not in control of what happens to it. It is in the hands of the shipping companies we use and we cannot guarantee when it will arrive. Please remember in this situation that is a THIRD PARTY MATTER. Once we have shipped your parcel, we cannot accept liability for delayed or lost products but we will do our best to help you. In the matter of your package stating it was delivered and yet it is not there, please contact us and we will help you place a claim for your package. We cannot refund or replace a package however until the claim has been processed by the shipping company. Once the claim is made for you, we will provide you with the claim number and will keep you updated as we hear back about what is happening. Unfortunately most claims can take up to 60 days. We will do our best to help you through this situation, but please remember, this is not our fault and we hold NO liability for lost or stolen parcels. This means if for some reason your claim is denied by the postal service, even after we counter it and talk with them, we cannot give you a refund on the products when it states its been delivered, especially when the postal company is stating it was delivered properly. This is a third party matter and it is in their hands at this point. We will try to help you and if you wish to still receive the products we can work out a solution/deal if you're open to it. Please keep in mind we are a small business, not a corporation.

We will not and cannot accept any responsibility for changes to products' shape, textures, forms etc. that can be expected to happen to food or drink during shipment. This includes melting of chocolates and candies being shipped to warmer locations - as we do not control the weather. This also includes the crushing/breakage that may occure with shipping freeze dried sweets. Freeze dried is known for it's more fragile nature and this means it can break in shipment. We will not, under any circumstances, issue a refund or replacement for damage that can be expected to occue to food and freeze dried items during shipment that doesn't affect the customers ability to consume and enjoy the product as intended (for it's taste). If your items have broken during shipment, we promise they will still taste just as good as they did prior to shipment when they weren't broken. Do keep this in mind when ordering.

Because shipping is a service you utilize in order to not have to fly or drive to your favourite stores. By having the option to not travel or drive to a location, you are paying for someone to pick up your items for you and deliver them to you. That is a service and those people in that service are being paid for their time and efforts. Just like you expect to be paid for your work and time, they expect to be paid too. SHIPPING IS NOT SOMETHING WE AT THE FROZEN JAZZI'S MAKE MONEY ON -- Shipping is a third party service.We hope you understand that we are a small business and can't be eating the costs of shipping to keep up with companies like Amazon. We do our best to find you the most affordable prices for shipping to your area. Any time your shipping comes out cheaper then what you paid we are always happy to refund any extra shipping costs. If however your shipping comes out more expensive then we charged, we are happy to cover the difference for you (some expectations apply here as some costs of shipping, depending on the weight and area you live, can become so large that we would be losing money by shipping to you - in these cases we will reach out to you with options)

Yes, we do!! We also offer flat rate shipping!We off Free Hand Delivery on orders over $30 for GTA area! We hope you understand that we are a small business and can't be eating the costs of shipping to keep up with companies like Amazon. We work with a company to find the cheapest rates available to us but with the rising costs of everything prices in shipping continue to climb. We are looking at $20-25 in most areas to ship now. Thank you for understanding! We are so pleased to have wonderful customers like you on our website considering supporting our small business

We assume no responsibility for custom fees as every country Border is different and has different protocols. Unfortunately we do not control and cannot tell you if an order will come with custom fees. However, we have not heard of any of our packages being charged additional custom fees to date.

Although it's rare, sometimes a mistake or simple mix-up can occur when packing an order. We always try our best to triple check orders before they go out. We are humans and a small business, a mistake now and again is expected and we do what we can to correct it. The solution to these mix-ups are made on a case by case basis.If you received the wrong product for example we will usually refund the missing product (unless you suggest otherwise and are still happy with the other item which we would just then refund any differences) We also will provide you a coupon code for 20-30% off your next order. In this case you are welcome to keep and enjoy the product that was accidentally given to you. We normally cannot reship a single item out, shipping costs are too high now for a small businesses like ours for a single item. We hope you understand. If your order is missing an item, a similar process is done, we will refund the missing product and provide you with a coupon as an apology. If you have another order with us or plan to make another we can also add the missing item to that order as well! In any case, please be sure to contact us by using the contact form on our website and we will be happy to assist

Sometimes when we have an item that's in your order that either sold out or was discontinued due to it being too fragile prior to your order shipping, we may add a substitute option. These substitute will always have the samd price point or higher and will be simialr to the missing item. Please understand as a business in huge demand and growing quickly, we do not always have the ability/man power to contact people first when we do this because we get held up in the processing line waiting for people to contact us back. We do not always choose this route and sometimes just refund the item. However, if the sub item arrives and you are unhappy with the substitute, please reach out to us via our contact form and we will be happy to help you.

Unfortunately since we are dealing with food and for health reasons, we can not accept returns. If your package arrives damaged please send us photos and we may reship a second item to you depending on the situation. We are sorry for any inconvenience this may cause, but we do this for safety reasons. Any custom boxes are unable to be returned as well. PLEASE NOTE: Melted Chocolate does not count as a damaged item. As warmer weather comes chocolate may melt. When your box arrives let it cool down. If you don't want your chocolate melting, we suggest purchasing items that are not heat sensitive during hotter months.

We will accept no liability for damaged products due to weather. We suggest during summer months if you're concerned about melting chocolate to avoid chocolate purchases for now.

If you have an allergy - especially a severe one - we require you to contact us PRIOR to ordering. We will be able to look over your potential order and see what may or may not be safe/suitable for you. In some cases this may mean you are unable to purchase from us at this time. At this time we are a VERY small warehouse. We do not have the space to be 100% allergy friendly and cannot guarantee items won't come in contact with allergens. We have labels on every single box, freeze dried item, and gummy package. Be sure to READ IT ALL! Our products in our boxes also have labels on them, READ THEM as well before you consume anything. We are NOT liable for an allergic reactions after consuming any products from our shop. We ask people to use better judgement and common sense prior to consuming ANY products - but more importantly CONTACT US BEFORE YOU ORDER. We will do our best to find items suitable for you. If for any reason your individual item(s) label(s) was/were damaged or hard to read for you, please contact us and we will be happy to assist you.

Freeze Dried Candy consistency will vary depending on the confections used. For Freeze Dried candy Different candies will react to the freeze drying process differently. As an example, with jelly filled candies and marshmallows, the jelly filling come out sticky and thicker, but not crunchy as the outside mallow or gummy will. This does not mean the item has not been properly freeze dried. Quite the opposite in fact! This is normal and simply the way jelly filling reacts to freeze drying.If you have any questions about this or anything else, please feel free to reach out!