Last Updated: August 14, 2026
This policy applies across all websites, subdomains, and e-commerce stores operated under the umbrella of Frozen Arctic Services, LLC (including but not limited to Frozen Arctic Services, Alaska Original Specialties, Cats, Coffee & AI, Ye Olde Gaming Shoppe, Sue’s Tiny Costumes, Sue’s Designs, Mezzanotte Sol Designs, Mercury Solar Solutions, Tech Is My Soul, Unemployment Sucks 4 Us, and Craft Pattern Emporium).
1. Shipping Information & Delivery
Because we utilize a hybrid business model combining digital products with physical goods, the shipping process depends entirely on what you purchase:
- Digital Downloads: All digital patterns, ebooks, .stl files, machine embroidery designs, and automation recipes are delivered immediately via a secure download link on the checkout confirmation page and in your transactional confirmation email. There are no shipping fees or delivery delays for digital assets.
- Physical Print-on-Demand (POD) Items: Custom apparel, home decor, mugs, board game elements, and other physical gear are printed and manufactured individually for you through our specialized partners (including Printify, Contrado, Custom Cat, Gooten, InterestPrint, Gelato, and The Game Crafter).
- Processing/Fulfillment Times: Standard production takes 2 to 7 business days before shipping.
- Tracking: A shipping confirmation email containing your tracking link will be sent automatically as soon as your package is dispatched by our manufacturing partner.
- Multiple Packages: If you order items fulfilled by different partners, they may arrive in separate packages at different times. No additional shipping fees will be charged beyond what is shown at checkout.
2. Refund and Returns Policy (30-Day Window)
Our refund and returns policy lasts 30 days from the date of purchase. If 30 days have passed since your purchase, we unfortunately cannot offer you a full refund or exchange.
Return Eligibility & Condition
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.
CRITICAL NOTE: Do Not Send Returns to the Manufacturer
Please do not send your purchased items back to the return address listed on the shipping box or to our print-on-demand manufacturers. Doing so will cause your return to be lost, and we will be unable to issue a refund. All returns must be authorized and shipped to our centralized inventory location in Palmer, Alaska.
Please contact us first via the contact form or email to obtain the correct return shipping address and RMA (Return Merchandise Authorization) number.
3. Exempt & Non-Returnable Items
Several types of goods are strictly exempt from being returned or refunded:
- Digital Products: Because digital assets (downloadable sewing patterns, machine embroidery files, SVG cutting patterns, .stl files, and ebooks) are intangible and instantly downloaded, all digital sales are final and cannot be refunded or exchanged.
- Perishable Goods: Food, flowers, newspapers, or magazines.
- Intimate or Sanitary Goods: Swimwear, undergarments, or intimate personal items.
- Hazardous & Flammable Materials: Hazardous materials, or flammable liquids or gases.
- Gift Cards
- Personal Care Items: Some health and personal care products.
- Sale Items: Only regular priced items may be refunded. Sale items are final sales and cannot be refunded.
4. Partial Refunds
There are certain situations where only partial refunds may be granted (subject to physical inspection and sole discretion of Frozen Arctic Services, LLC):
- Any book showing obvious signs of use.
- Any CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
5. Refunds Processing
Once your returned item is received and inspected, we will send you an email to notify you that we have received it. We will also notify you of the approval or rejection of your refund.
If your return is approved, your refund will be processed immediately. A credit will automatically be applied to your credit card or original method of payment (processed securely through PayPal), which typically posts to your account within a few business days depending on your financial institution.
Late or Missing Refunds
If you haven’t received your refund yet:
- First, check your bank account or PayPal statement again.
- Contact your credit card company; it may take some time before your refund is officially posted.
- Contact your bank. There is often some processing time before a refund is posted to your ledger.
- If you’ve completed all of these steps and still have not received your refund, please contact us directly at sue@frozenarcticservices.com.
6. Exchanges (Defective or Damaged Items Only)
We only replace items if they are defective or damaged due to a manufacturing error or shipping mishap. If you receive a damaged item, please take a clear photo of the damage and email it to us at sue@frozenarcticservices.com along with your order number. We will coordinate with our manufacturing partners to arrange a free replacement.
7. Return Shipping Costs
- Customer Responsibility: You will be responsible for paying for your own shipping costs for returning your item.
- Non-Refundable: Original shipping costs are non-refundable. If you receive a refund for an eligible return, the cost of any return labels provided by us will be deducted from your total refund.
- Tracking & Insurance: Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning items valued over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
8. Need Help?
For any questions, requests, or to initiate a physical return or exchange:
- Our primary method of contact is the Contact Form located at the bottom of this page.