Shipping policy

Shipping Policy

We work to make every Superchill order worth the wait. Please review the information below before placing your order.

Order Processing

Orders are typically processed within 1–4 business days after purchase.

Business days are Monday through Friday, excluding holidays.

Processing time refers to the time required for our team to prepare and hand your order to the shipping carrier. Processing time does not include carrier transit time.

During product launches, holidays, high-volume periods, or other unusual circumstances, processing may take longer. If we expect a significant delay beyond our stated processing period, we will make reasonable efforts to contact you.

U.S. Shipping

We currently ship within the United States.

Available shipping methods, prices, and estimated delivery times are displayed at checkout.

Carrier delivery estimates begin after your order has been processed and accepted by the carrier. Delivery dates are estimates and are not guaranteed.

Free Shipping

Qualifying U.S. orders receive free standard shipping when the applicable order-value threshold shown on our website or at checkout is reached.

The qualifying threshold may change from time to time.

Tracking

When tracking is available, you will receive tracking information after your order has shipped.

Please allow time for the carrier to scan and update your shipment after the label has been created.

Once your order has been transferred to the carrier, transit times and tracking updates are controlled by the carrier.

Shipping Delays

Carrier delays may occasionally occur due to weather, holidays, high shipping volumes, transportation disruptions, or other circumstances outside of our control.

If your shipment appears unusually delayed, please contact us and we will make reasonable efforts to help investigate the shipment with the carrier.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error in your shipping information, contact us as soon as possible.

We may be able to correct an address before an order has been fulfilled, but address changes are not guaranteed.

Once an order has shipped, we cannot guarantee that the shipping address can be changed or redirected.

Additional shipping charges resulting from an incorrect, incomplete, or undeliverable address may be the responsibility of the customer.

Lost Packages

If tracking indicates that a shipment has been lost in transit, please contact us so that we can review the shipment and, when appropriate, work with the carrier to investigate or submit a claim.

Resolution of lost-package claims may depend on the carrier's investigation, available insurance coverage, and the circumstances of the shipment.

Packages Marked Delivered

If tracking shows that your package was delivered but you cannot locate it, please first:

Check around the delivery location.
Check with household members, neighbors, building staff, or mailroom personnel.
Confirm that the shipping address on your order is correct.
Allow a short period of time in case the carrier marked the package delivered before completing delivery.

If the package still cannot be located, contact us and we will make reasonable efforts to assist.

A carrier's delivery confirmation does not automatically guarantee replacement or refund of an order. Each situation may be reviewed individually.

Signature-Required Delivery

Certain shipping services may offer or require a signature upon delivery.

When available, customers concerned about package security may select a signature-required shipping option at checkout.

We may also require signature confirmation for certain orders based on order value, destination, fraud-prevention considerations, or other factors.

Returned-to-Sender Packages

If a package is returned to us because of an incorrect or incomplete address, failed delivery attempts, refusal of delivery, or another issue outside of our control, additional shipping charges may apply before the order can be sent again.

International Shipping

Superchill does not currently offer international shipping.

We may introduce international delivery in the future.

Questions

If you have questions about an order or shipment, please contact us through our Contact page and include your order number when available.