Our Customer Service Department is open Monday through Thursday 9:00AM - 6:00PM EST from June - August and Monday through Friday 9:00AM - 6:00PM EST from September - May. All messages left after hours or over the weekend, will be returned the next business day. If you are having difficulty placing an order or have questions, please email us at firstname.lastname@example.org. or call us at 212-965-0075.
Lulufrost.com ships via UPS. We offer $10 flat rate ground shipping on all domestic orders and free ground shipping on domestic orders over $150. We ship overseas as well as to Canada. We offer $25 flat rate non-expedited shipping to Canada and $50 flat rate non-expedited shipping for other international customers. For domestic or international expedited shipments, shipping rates are calculated after you have added items to your cart and have filled in your shipping preference. UPS will not deliver to P.O. Boxes.
All orders shipped overseas and to Canada are subject to the final destination country’s taxes, tariffs and duties. These charges, based on the declared value of international orders, are not included in Lulu Frost’s quoted shipping charge and are to be paid by the customer upon delivery. If the customer declines tax and tariff payment and the package is forfeited at customs, the customer will be responsible for the cost of return shipping to the US and, in the instance that Lulu Frost pays for the cost of return shipping out of pocket then such cost incurred by Lulu Frost may be deducted from any refund amount owed to the customer, deducted from the credit card used to make the purchase, or billed directly to the customer.
Please note that UPS delivery quotes indicate the amount of time needed for shipping, but do not include the time needed to prepare your order. Most pieces are ready for shipping within 48 hours of ordering, but some orders require additional time in production since the majority of our work is made by hand out of our NYC studio. Business days during the summer (June - August) are Monday through Thursday, 9:00AM - 6:00PM EST and during the rest of the year (September - May) Monday through Friday 9:00AM - 6:00PM EST (business days exclude Friday, Saturday, Sunday, and holidays). Any overnight or 2-day shipping orders placed after 4 pm EST will not be shipped out until the next business day.