Pre-Order Terms

PRE-ORDER TERMS & CONDITIONS

FrostPepper Labs Inc.

Last Updated: September 2026

Please read these Pre-Order Terms & Conditions (“Terms”) carefully prior to placing a pre-order on frostpepperlabs.com (the “Website”). By completing a pre-order transaction, you (“Customer” or “you”) agree to be legally bound by these Terms, in conjunction with our standard Terms of Service and Privacy Policy.

1. Nature of a Pre-Order

A pre-order constitutes an advance reservation for a limited-allocation, custom-manufactured piece that is currently in production and not held in ready-to-ship inventory. Your pre-order confirms your allocation from an active production run.

2. Payment Terms

• Full Payment at Checkout: Pre-orders require 100% full payment of the purchase price (including applicable taxes and shipping fees) at the time the order is placed.

• No Additional Charges: You will not be billed any additional balances, dispatch fees, or unexpected surcharges when your item is prepared for shipment.

• Price Guarantee: The total price displayed at checkout is locked. If manufacturing or freight costs fluctuate prior to dispatch, your purchase price remains unchanged. If the retail price decreases prior to fulfillment, the price difference will be credited to your original payment method.

3. Cancellation & Refund Policy

• Cancellation Window: You may cancel your pre-order at any time prior to the physical dispatch and generation of a courier tracking number for your order.

• Net Refund Calculation: Upon confirmed cancellation prior to dispatch, you will receive a full refund of the amount paid, less any non-refundable payment processing or third-party platform transaction fees charged by our payment service providers (e.g., credit card processing fees, Shopify Payments transaction charges, or cross-border interchange rates).

• Processing Timeline: Cancellation requests must be submitted via email to query@frostpepperlabs.com stating your order number and request to cancel. We process cancellations within one (1) business day. Approved refunds will reflect on your original method of payment within 5 to 10 business days, subject to your card issuer's policies.

4. Estimated Fulfillment & Production Schedules

• Target Delivery Windows: Estimated shipping dates published on the product listing reflect real-time manufacturing schedules provided by our production partners. These dates represent good-faith estimates and are not guaranteed delivery dates.

• Production Notices: If an unforeseen delay impacts your scheduled delivery window, we will provide prompt written notice detailing the revised dispatch schedule.

• Statutory Rights (Ontario Consumer Protection): Pursuant to applicable consumer protection legislation (including the Consumer Protection Act, 2002 of Ontario), if goods are not delivered within thirty (30) days following the confirmed delivery date, you retain the statutory right to cancel your agreement and receive a full statutory refund.

• Extended Delay Remedy: Should dispatch be delayed by more than sixty (60) calendar days past the initial estimated delivery date, we will initiate an automatic refund unless you provide express written authorization to maintain your pre-order.

5. Production Shortfalls & Inability to Fulfill

In the event that an item run is canceled, suffers production shortages, or fails our internal quality assurance standards:

• You will be notified immediately in writing.

• A 100% refund (inclusive of all transaction and platform charges) will be issued to your original payment method within five (5) business days.

• You will receive priority allocation for the next scheduled production run of that silhouette.

6. Modifications to Pre-Orders

• No Modifications can be made to the pre-order as the material, colorway and size are stated on our website and we need to follow that to make accurate product during production.

7. Post-Delivery Returns & Exchanges

Upon delivery, all pre-ordered items are fully covered by our standard Return Policy:

• Returned pieces must be initiated within thirty (30) calendar days of confirmed delivery.

• Merchandise must be unworn, unwashed, unaltered, and retained in original packaging with all technical tags intact.
  

8. Communications While in Production

By placing a pre-order, you will receive:

1. Scheduled production stage updates with progress documentation directly from our manufacturing partner.

2. Immediate notifications regarding any updates to delivery timelines.

3. Courier tracking notifications the moment your shipping label is created.

You may update your communication preferences at any time by contacting query@frostpepperlabs.com.

Contact

FrostPepper Labs Inc.
[BUSINESS ADDRESS]
Toronto, Ontario [POSTAL CODE]
Canada
[SUPPORT EMAIL]
[PHONE]