Refund policy

We Are Here for You – A Family-Run Business You Can Trust

At Frosty Dive, we take pride in being a family-operated business dedicated to providing the best Ice Baths and Water Chillers with care and passion. We understand that sometimes returns are necessary, and we strive to make the process seamless while maintaining fairness.

We offer a 30-day return policy for full refunds on eligible products, allowing you to purchase with confidence. Please inspect your tub or chiller for any damage or defects within 24-48 hours of delivery to ensure a smooth return process.

30-Day Return Policy – Tubs and Chillers

We offer full refunds within 30 days of your purchase. If a return is requested for personal reasons—such as not liking the product or finding it different from expectations—please follow these steps:

  • For Chillers:
    Drain all water from the chiller, hoses, pump, and filters, ensuring they are completely dry before packing them back in the original box to maintain resalable condition.

  • For Tubs:
    Empty, dry, and clean the tub with antiseptic wipes to remove odors. Once deflated, pack it back into the original box carefully.

Return Labels and Fees

If a customer requests a return due to personal preferences—such as a change of mind or the product not meeting expectations—they are responsible for covering the return shipping costs.

Alternatively, Frosty Dive offers a prepaid return label for convenience. However, use of this service will incur a 30% return fee from that order, which covers restocking, cleaning, and shipping expenses.

To avoid the 30% return fee and qualify for a free return label, customers must provide a valid reason for the return. If the return is due to issues such as user error or improper setup, the return will not qualify for free return shipping. In these cases, the customer may:

  • Cover return shipping at their own expense, or

  • Use our prepaid return label with a 30% fee deducted from the refund.

Customers are strongly encouraged to first consult our detailed Troubleshooting Guide before initiating a return. Many common issues can be resolved quickly through proper setup and basic checks.

If a return is requested due to functional issues or product-related concerns, and the customer is seeking a prepaid return label, Frosty Dive requires clear video evidence that clearly demonstrates the problem. This is essential to verify the root cause of the issue before approving the return and issuing a free return label. If sufficient evidence is not provided, we reserve the right to:

  • Deny the request for a free return label, or

  • Process the return using a prepaid label with a 30% return fee deducted from the refund amount.

All return requests must be submitted in writing to support@frostydive.com with a detailed explanation and supporting documentation to ensure a fair and timely resolution.

Damaged or Defective Items Upon Delivery

If your product arrives damaged or defective, please notify us within 24-48 hours. We will arrange for a replacement or full refund. Failure to notify us within this time may result in the customer being responsible for return shipping costs.

Warranty and Product Care

We offer a 1-year warranty on our tubs and chillers, with options for extended coverage. Misuse of products, such as improper handling, will not be covered. Please follow the provided care guidelines for long-term use.

Non-Returnable Items

Due to hygiene and safety reasons, we do not accept returns on opened accessories, filters, mushroom gummies, or Epsom salts. If any issues arise with these products within 24-48 hours of delivery, please contact us for a replacement.

Exchange/Change of Address:
we understand that plans can change, and sometimes mistakes happen.  We strive to accommodate our customers as much as possible. Please carefully review the following policy regarding order modifications, exchanges, and change of address

Fast and Hassle-Free Refunds:
Refunds are processed within 10 business days after receiving and inspecting the returned product. If your refund has not been processed within 15 business days of approval, please contact us.

 

Contact Information:
Email: support@frostydive.com
Phone: (279) 499-2007 (Text Only)
US Address: Walnut, CA, USA
Australian Address: Hampton Park, VIC, Australia

We appreciate your trust in Frosty Dive and look forward to serving you!