Pre-Order Terms

A refundable deposit reserves your piece. The balance is charged when it ships. You can cancel any time before that.

What a pre-order is

A pre-order reserves one specific piece from a production run that has not yet been delivered to us. You are not buying stock we are holding — you are committing to a unit we are having made. That is why the terms below exist and why they are more generous than a normal sale.

The deposit

• You pay a deposit at the time of the pre-order. The exact amount is shown on the product page before you commit, along with the balance and the total.
• The deposit is fully refundable, in full, at any time before your piece ships. No reason required, no fee, no partial deduction.
• The deposit is applied against the total price. It is not an additional charge.

The balance

• The balance is charged when your piece is packed and ready to leave our facility.
• We email you 48 hours before we take the balance, so it is never a surprise and you have a final chance to cancel.
• If the payment method on file fails, we hold your piece for 7 days and email you to update it. After 7 days we release the piece to the next person on the list and refund your deposit in full.

The price

The price you see at the moment you place the pre-order is the price you pay. If our costs rise between your pre-order and the ship date, that is our problem, not yours. If the price of the piece falls before it ships, we refund you the difference automatically.

Ship dates and delays

The ship date on the product page is our honest estimate from the factory's production schedule. Manufacturing is not perfectly predictable. If the date moves:

• We email every affected customer as soon as we know, with the new date and the actual reason.
• You may cancel for a full refund of your deposit at that point, or at any later point before shipping.
• If a delay exceeds 60 days beyond the original stated date, we will refund your deposit automatically unless you tell us in writing that you want to keep waiting.

Under the Ontario Consumer Protection Act, 2002, where goods are not supplied within 30 days of the promised delivery date you may cancel and receive a refund. The 60-day term above is in addition to that right, not a replacement for it — you can exercise the statutory right earlier.

If we cannot fulfil your pre-order

If a run is cancelled, fails quality inspection, or comes in short, we refund every affected deposit in full within 5 business days and tell you exactly what happened. You keep your place at the front of the queue for the next run of that piece if you want it.

Changing your order

You can change size or colourway free of charge at any time before production is locked. We announce the lock date by email to everyone holding a pre-order, with at least 7 days' notice. After the lock, changes are handled through the normal 30-day return process once the piece arrives.

Returns on pre-ordered pieces

Once your piece is delivered, the standard Returns & Exchanges policy applies in full — 30 days from delivery, unworn and unused, tags attached, free return shipping within Canada. Pre-ordering does not reduce your return rights.

What we send you while you wait

• A factory update by email every two weeks, with real photographs from the production floor.
• Notice of any date change, immediately.
• Notice 48 hours before the balance is charged.
• Tracking the moment the parcel is scanned.

You can unsubscribe from these at any time without affecting your order.

Cancelling

Email [SUPPORT EMAIL] with your order number and the word "cancel". We process it within one business day and refund the deposit to your original payment method within 5 business days.

Contact

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