All orders will begin processing the following business day morning from when your order is confirmed. All orders are subject to a 1-4 day processing period. Orders placed on holidays will be subject to delayed processing. Orders placed on the weekend will be processed the next business day. Orders shipped to P.O. Boxes may incur a longer delivery time frame.
Note: The overnight shipping option does not change the processing timeline, only the shipping timeline.

If your order includes multiple items, we will source all products at one location and ship them together in one package. Please note that your order may be subject to extended processing times to ensure we can ship all items at once. This ensures we ship items accordingly, accurately, and also helps reduce the cost of shipping.

Item changes can only be made before your order is shipped. We recommend you review your order confirmation email and contact us as quickly as possible to make any changes before your order is shipped. After an order ships, item changes are deemed as exchanges and will be subject to return fees and other additional charges.

We strive to offer best in class customer service, order processing, and shipping. Our team works around the clock during the holiday season, but we recommend every year, due to high order volumes and backlogs in the shipping network, that you place your order before December 17th. This provide plenty of time for us to process and ship your order before heavy delays set in.

All returns will incur a $7 fee that will be deducted from your refund if you choose to use our prepaid return label.

Shipping fees are non-refundable.

(Ex: Order = $70 + $10 shipping fee = $80. Return = $70 - 7 = $63)

You are more than welcome to use your own label to return your package, however, we are not responsible for lost or damaged product. If you no longer have your return label, please contact our customer support team at 512-407-9926 or [email protected] with your order number and we will be more than happy to send you a copy of the original return label.

You will receive an email when your refund has been processed. Refunds are processed back to the original form of payment used. If the original form of payment is not an option, you will receive store credit. Purchases made with a Gift Card or as a gift will receive online store credit for their refund. We typically begin processing returns within 24 hours after they are delivered to us, but please allow up to 5 business days for your refund to be appear on your bank statement. If you do not see your funds within that time frame, please contact us as soon as possible.
Gifts Under $100

Merchandise is eligible for a return if the items are/were:
1. Purchased from a URLFREEZE'S store or through our online website
2. Stickers & Decals
3. Returned with the original packaging and/or tags
4. Returned in the original box, if the returned item was received in a box.
(Shoe boxes must be placed inside a cardboard shipping box when being shipped back to us. Shoe boxes used as shipping boxes, or footwear returned without the original shoe box, may be subject to a 20% restocking fee)
5. Swimwear can only be returned if it is unworn, has all tags included, and the hygiene liners are attached
6. Hair and body products are final sale and cannot be returned. These include but are not limited to sunscreen, hand sanitizer, hair shampoo & conditioner, lip balm, lotion, and hair syling products
7. Candy Club is final sale

We can fulfill exchanges without having to place a second order! Please contact our support team at [email protected] with your order number and a description of the items you would like to exchange. Exchanges can only be done for products bought at a URLFREEZE'S location or through our website (Orders from Austin Bergstrom Airport are not eligible for return or exchange).
Products with custom shipping rates such as Bogg Bags, Yeti Coolers, etc. are not eligible for exchange. You will need to return and repurchase the color, size, or style you need.

At this time we are unable to ship internationally. We hope to expand this option in the future, but for the time being, we only ship to The 50 States, Puerto Rico, and any military addresses.

Any order shipped to HI or AK is subject to different shipping rates than the "Lower 48" contiguous US. We currently do not offer prepaid return labels for HI or AK, so all return labels must be self generated.

We do ship to all military facilities including: APO, DPO, & FPO, as well as AA, AP, & AE. Shipping timelines are subject to longer duration, but processing times remain the same.

Although we offer shipping to Puerto Rico via USPS, we do not currently provide prepaid return labels. Because of this, customers in Puerto Rico must produce their own return labels.

If you believe your order may be lost or delayed after receiving a notification of delivery, please allow an extra 24 hours for your order to be delivered. If the 24 hours period has elapsed, we can begin a lost package claim with the carrier on your behalf. This allows us to initiate a faster one-time replacement order for you. Replacement orders will require a Direct Signature to ensure delivery, so please let us know if the address needs to be changed.
Note: Please do not file a claim with the carrier. We are more than happy to initiate claims from our end to ensure a smooth replacement process. If you file a claim, we will be unable to replace your order.

If you received a product that you believe to be defective, please complete the form at the bottom of this page, or send us an email with a clear picture of the issue. We can accept defective products up to 30 days after the delivery date. If you would like a replacement for that product, inventory allowing, we would be more than happy to exchange that product for you.
Note: Some vendors have extended warranties longer than our 30 day period on their products that can only be fulfilled by that vendor.

If an order qualifies for a replacement for any reason, a direct signature required will be assigned to the order. This ensures that the package and its contents are delivered properly and in orderly condition. This rule applies to both residential and commercial properties.

If you believe that you have lost your gift card, please reach out to our customer suppor team as quickly as possible. Once the funds are used from the card, we will no long be able to replace the card for you. Gift cards are not eligible for refunds or returns.

Processing generally takes 1-4 days but may take longer for larger quantity orders. This is because we source products from our physical stores and will ship your order as one package to reduce shipping charges. Please reach out if you have questions regarding your order!

Tracking information is provided via email once your order has shipped. Please ensure that the processing time frame has not elapsed before looking for tracking information. If you believe your order may have already shipped, please reach out to our support team. We would be more than happy to provide you with your tracking information. Additionally, you can find your tracking information by signing into your account, if you've previously made one. After logging into your account, all previous orders will be displayed. Click on your desired order and it will list the tracking information for that order.

We currently do not have a BOPIS option available online, but if you would like to buy anything online and pickup in-store, please contact our support staff and we can review our inventory to ensure we have the product available at your local URLFREEZE'S location and ready your order for pickup. We are working towards providing a more streamlined BOPIS expereince, so stay tuned for more information!

Once your order is placed, it will fall into our Awaiting Fulfillment category. From there, it will be fulfilled either from our E-Commerce office or one of our store locations across Texas. You will be notified once your order has shipped. Until this stage, it will remain in the Awaiting Fulfillment status. If you wish to access your status directly, it will be shown on your account page once you login.

You are more than welcome to return the item you purchased to one of our physical stores in Texas, however, orders can also be returned to 7434 N Lamar Blvd Austin, Texas, 78752 for a refund or exchange. If you are returning your order to one of our physical stores, please be sure to have your packing slip or order number available for the staff to process.
If you need us to create a label for an in-store order, please reach out to our support team and we can provide a return label. Additionally, any in-store purchases must be refunded over the phone (To the original card), as we do not store credit card information for our customer's security.
(Note: return labels for in-store purchases are also subject to the same rules as online orders and will incur a $7.00 return fee)

Although we offer shipping to Puerto Rico via USPS, we do not currently provide prepaid return labels. Because of this, customers in Puerto Rico must produce their own return labels.

Yes! You can absolutely upgrade your shipping method after checkout. Please call or email our support team to let them know you would like to upgrade your shipping method and they can charge you the difference in cost for the upgraded option.

Yes, you can return any online order in-store. Please have your order packing slip available for our in-store staff to process your return. In-store returns are subject to the same return eligibility standards.