GET HELP
Find answers for the most frequently asked questions
We currently accept the following currencies as payment options:
- Canadian Dollar (CAD)
- US Dollar (USD)
- Euro (EUR)
- Pound Sterling (GBP)
You can change your currency at any time by using the currency selector located on top of any page. Should you change the selected currency, all prices and amounts will be automatically converted to the new, selected currency. The order you place will be processed with the displayed price and currency as selected by you.
If you pay in a currency that’s different from the designated currency of your payment method, your credit or bank card issuer may apply a currency conversion rate or fees to your payment. Please contact your provider to learn more about what fees may apply. Frosty Fly is not responsible for these fees.
We accept major credit cards (Visa, MasterCard, American Express), PayPal and Apple Pay. All payments are fast, easy & secure.
We cannot take phone orders, if you want to order from our website, you can do it online. The process is very simple and easy. We don’t do phone orders due to our security standards. By taking phone orders we would have to take and store your credit card number which is against our Privacy & Security Policy. Personal Information that relates to your payment information (your credit card information) is not stored on our server.
No, you don’t need an account to place an order. However, having an account provides a fast checkout, as you have your address and payment details saved and filled out. With an account, you can also easily view all your previous orders at any time, track your orders easily and even re-order your favorite products with one click. To read about all of the advantages of having an account with us, click here.
If you select PayPal option, please note that you will be redirected to the PayPal website where you will be asked to login to your account. Be sure to fill in correct details for fast & hassle-free payment processing. After a successful PayPal payment, you will be returned to our website for invoice confirmation.
We now accept Apple Pay as a payment method on devices that support Apple Pay. You can pay with Apple Pay using a Visa, MasterCard or American Express card. Apple Pay offers an easy, secure, and private way to pay on iPhone, iPad, Apple Watch, and Mac and is available for certain regions and countries and by participating banks. For a full list, see here.
You can shop our webstore with complete confidence knowing that we'll never put your data at risk. We take your Personal Information very seriously. We will never sell or provide your information to an outside party. We'll never ask you for your login details and any changes you make to your account are done via our secure website.
Your credit card transactions are encrypted. Personal Information that relates to your payment information (your credit card information) is not stored on our server. Either you choose credit card (via Stripe) or PayPal payment, we will never see your financial information. Your information will only be processed by either of these payment platforms which place a very strong emphasis on security and keeping your information private.
To protect you and your information and provide you with the safest, most secure online shopping experience, we have implemented strong industry security and encryption standards.
Please refer to our Privacy & Security Policy for additional information.
Yes, we will ship your order to the shipping address you provide.
We don’t have backordering enabled, which means that if you see an item in stock and if you purchase it, that means that we have it in our warehouse and that it will be shipped to you. Should for any reason, we encounter a shortage or a problem with any of the items you purchased, we will notify you immediately and suggest a resolution.
Yes, upon placing your order we will send you an order receipt email invoice including all details of your order. Once the order has been shipped, you will receive a completed, shipped order confirmation email, once again including your invoice details.
If you have an account with us, you can always access your orders through your account page and print out any invoices.
On each product page there is a tab ‘Product Enquiry’. You can use this tab to ask about products and their availability. Or, simply send us a message. We will let you know when the item will be back in stock and when we receive it, we will notify you that is has arrived.
Shortly after placing your order (usually within a few minutes), we’ll send you an order receipt email confirmation email that details your purchase and billing/shipping information. This email also includes your order number. If you do not receive this confirmation, please check your junk/spam folders as these emails sometimes get blocked.
Upon receiving your order, we start preparing it. Your order gets shipped within 1-3 business days. As soon as your parcel is shipped, you will get a confirmation email indicating that your order has been completed. If you have selected a shipping method that has a tracking service, this email will also contain a tracking number and a tracking link, so you can always check the status of your order.
Please allow some time (usually a few minutes) for the email confirmation to arrive. Please check your junk/spam folders as these emails sometimes get blocked. Also note that if the email address you provided with your order was not correct, we will not be able to send you any emails. However, don’t worry, your order will still be processed as usual.
You can always contact us to inquire. We will change your email address and resend your order confirmation.
To ensure you never miss any of the emails, please double check you have entered the correct information before you place your order. Also, by creating an account with us, you can save your information for all future purchases, as well as always be able to view all your previous orders.
When you place your order, the order receipt email we send you includes your order number. It will also be included in the completed order confirmation email when we ship your order. If you have an account with us, any time you log in, you can view all your orders and their details, including order number.
If your order is indicated as Processing, this means that we are packing it up and preparing for shipping. Your order is shipped within 1-3 business days after the payment is cleared.
If your order status indicates Completed, your order has been shipped.
After we ship your order and you receive a completed order email confirmation, it can take some time for you to be able to track your parcel online. It is all due to the shipping carrier, what time they scan your parcel and start processing it. During weekends or national holidays, this can take longer.
Write to us as soon as possible. We can do modifications to an order only if the order has not been shipped already.
Should you change your mind about your order or items you have purchased, please write to us as soon as possible. We can do modifications to an order or cancel your order only if the order has not been shipped already.
This could happen if you place an order as a guest, meaning you were probably not logged in to your account when you placed your order. In this case, the order will not be associated with your account. However, you can still check the status of your online order by using the order tracking option.
When you place an order with us, you will receive the following emails:
- Order receipt email invoice to acknowledge we have received your order.
- Completed, shipped order confirmation email notifying you that we have shipped your order. If you selected tracked shipping method, this email contains your tracking number and tracking link.
- A payment receipt email from Stripe, if you paid with credit card.
- A payment receipt email from PayPal, if you paid with your PayPal account.
You can contact us anytime through our contact form or by emailing us at contact@frostyfly.com.
You can also reach us by sending us a message through our social media pages: Facebook Messinger or Instagram DM.
We ship to Canada, USA and to over 50 international destinations. To see a full list of countries we ship to, check out our Shipping Policy.
We are pleased to offer great flat rates for shipping worldwide! Your shipping rate depends on the country and the size of the items you are purchasing, as well as if you want your order to have a tracking option.
For Canadian orders we offer fully tracked shipping for US$9.90, to USA most parcels ship with tracking for US$6.73, and for most international orders the rate is US$11.48.
If your order includes larger items, like rods, vises, fly sets, fly boxes, threads, hats, or some fly tying tools, the rate might be different. You can find detailed rates here.
How long it takes for your order to reach you depends on the shipping method you chose and your delivery country. The following are estimated delivery times:
Canada
- Tracked: 2-12 business days
USA
- Tracked: 3-8 business days
International
- Standard Delivery (no tracking): 9-24 business days
- Tracked: 7-21 business days
Please note that approximate delivery speed is expressed in business days, not calendar days, does not include weekends and public/state holidays and includes an order processing time - time it takes to prepare and pack your order. Note that distance and weather may affect delivery times. International delivery estimates depend on the destination country’s postal service.
Please check our delivery time estimates here. Please note that delivery times given are estimates only and we cannot be liable for delays. We are committed to delivering your order within those estimated times, however, some unexpected factors can cause delays. We have no influence on the transit times once the package leaves our warehouse. Please also note that delivery estimates are usually expressed for items sent between most major urban centers and depend on a destination. In addition, these delivery standards are in business days, not calendar days. If you have placed your order during a public holiday in Ontario, Canada, where our warehouse is, or your order reaches your country during a local public holiday, this can cause unexpected delays. International orders might get delayed in customs. This is nothing uncommon and can delay your package up to 4 weeks on top of the regular delivery time. We understand that this can be very annoying when it happens, but you will need to be patient.
If you have selected trackable shipping option, you can always get a status of your delivery and check your order whereabouts at any time. To track your order status, go to Track Your Order page, or, follow the link you received in your order confirmation email.
You can always check the status of your order though the Track Your Order page. You will need your order number (Order ID) and the email address that you used for checkout. You can find Order ID on your order receipt email you have received when you placed your order.
If your order is indicated as Processing, this means that we are packing it up and preparing for shipping. If the order indicates Completed, your order has been shipped and, if you have selected tracked shipping method, you will also see Tracking Information section. This section includes the tracking link where you can track the current location of your parcel.
If you have an account setup, you can check the status of your order through Orders menu option, when you log into your account. This screen lists all your orders, including their current statuses. By clicking on a View button, you get to see the order details, including a tracking link, if you have selected tracked shipping method.
If you have selected a tracked shipping method, you will be able to track and trace your order anytime. The tracking link is contained in your completed order confirmation email. You can also track your order through Track Your Order page. When your order opens, you will see a tracking link.
If you have an account, you can view your orders and their tracking information from your account’s page.
If your order has tracking option, please check the status of your parcel’s whereabouts by following the tracking link you received in your order confirmation email.
For orders without tracking, please check our delivery time estimates here. If you still haven’t received your order past these estimates, it is possible that your order got delayed somewhere.
If you experience delays in receiving your order, please contact us.
If you received your order and realized you got the wrong product, please contact us and we’ll help you with the return/exchange and refund process.
We are a Canadian company and ship all items from Ontario, Canada. We are not responsible for any duties, import fees and taxes that may be charged by your country. If you are unsure about your laws and regulations in your country, please contact your local postal agency prior to purchasing to find out the details.
We stand behind our products and their quality. That is why we provide no-hassle, easy and simple returns process.
Our products have been carefully selected and tested by us. This gives us the confidence to offer a 100% satisfaction guarantee for every product we sell. We want you to be completely satisfied with every purchase you make. If you are, in any way, not happy with a product you ordered, we’ll exchange it, replace it, or refund your money within 30 days of purchase. Simply contact us, and we’ll make it right.
You can contact us via our contact form or by sending us an email at contact@frostyfly.com. For a detailed information on how to return/exchange an item you purchased, please see our No-Hassle Returns & Refunds page.
You can return an item for an exchange or a refund within 30 calendar days from the date you received it. Please note that you need to send the item in the original packaging. You also need to provide an original invoice as a proof of purchase. Please contact us so we can instruct you further.
We have a 100% satisfaction guarantee and provide no-hassle, simple and easy returns. If your order is not right, or you are not happy with your purchase for any reason, let us know and we’ll make it right. You can return an item for an exchange or a refund within 30 calendar days from the date you received it. Please note that you need to send the item in the original packaging. You will also need to provide an original invoice as a proof of purchase.
Please notify us via our contact form (or by sending us an email to contact@frostyfly.com) regarding your intention to return/exchange an item. Please include your name, order number, order date, name of the item that you would like to return (including its color/size), reason for your return and indicate if you would prefer a refund or an exchange. For an exchange, please indicate the replacement item(s).
We will notify you of the address where the item should be sent back. Once we receive and inspect your returned item, we will email you to let you know of the status of your refund/exchange. If approved, we will proceed to refund it, or exchange it.
If you have indicated that you want a refund, we will initiate a refund to your original method of payment. You will receive a credit within a certain amount of days, depending on your card issuer’s policies. Please note that for a refund, we will issue a refund for the full value of the goods returned, excluding the shipping charges. Shipping charges are not refundable.
For detailed information, please check our no-hassle returns policy.
When returning goods, you are required to pay for shipping charges. Please choose a tracked method of shipment and keep the tracking number provided by the carrier. We cannot process your return until we receive the goods.
Once we receive the returned goods, we will inspect them and let you know of the status of your refund/exchange. As soon as your return is approved, we will initiate a refund via the same payment method that you used to pay for the goods. You will receive a credit within a certain amount of days, depending on your card issuer’s policies. The amount of time it takes to process the refund differs between banks and payment methods. Please note that for a refund, we will issue a refund for the full value of the goods returned, excluding the shipping charges. Shipping charges are not refundable.
For detailed information, please check our no-hassle returns policy.
Check out our Promotions page to see all our current offers and promotions.
When on Cart page and you are ready to place your order, enter your coupon code in the box located in the bottom left corner of your shopping list, and hit ‘Apply’ button. The cart will update.
That means that sales products are excluded from your coupon and your coupon applies on regular-priced products only.
Your coupon code is set up for specific product categories and only applies to those categories.
Having an account provides a fast checkout, as you have your address and payment details saved and filled out. With an account, you can also easily view all your previous orders at any time, track your orders easily and even re-order your favorite products with one click. To read about all of the advantages of having an account with us, click here.
Creating an account is very easy. Go to the top right corner of the site and click on ‘My Account’. Or, follow this link. Scroll to the Register section and enter your information and click ‘Register’. You will be taken to your personal My Account page where you can enter your billing and shipping information. Upon registration, you will receive an email to confirm your new account.
You can easily change your billing or shipping information, your phone number, your email address, payment methods, or your password by logging to your account and accessing your account page.
You can easily change your password through your My Account page, under Account Details section.
Each of our newsletters contain the Unsubscribe link. You can either follow this link or let us know and we will do it for you.
Should you wish to delete your account, please contact us.
Yes, you can simply checkout as a guest.
We take quality very seriously. Our product selection has been carefully selected. We test all our products, we use them ourselves. If we are not happy with their quality and performance, we're not offering them to you. That is why we stand behind our products and are confident to offer a 100% satisfaction guarantee for every product we sell. We want you to be completely satisfied with every purchase you make. If you are, in any way, not happy with a product you purchased, we’ll exchange it, replace it, or refund your money within 30 days of purchase.
Please see our No-Hassle Returns & Refunds page for full details.
We have provided a short product description right beside the main product photo. However, you can find more detailed information if you scroll down to the Description tab, right under the photos. If you still can't find what you are looking for, you can always contact us. We'll be happy to help.
On product page, check out the Description tab, located under the photos. Here, you can find more information on each product, including the hook size recommendations. If you don’t see it, or you need more info, please contact us.
We have a fly tying video gallery with many great fly tying recipes where you can learn how to use our products and tie some great, new patterns. For each recipe, you have a list of ingredients with links on where to find them. Go here to see our video library.
On each product page there is a tab ‘Product Enquiry’. You can use this tab to ask about products and their availability. Or, simply send us a message. We will let you know when the item will be back in stock and when we receive it, we will notify you that is has arrived.
All our flies are tied either in Serbia, Europe, or in Canada, all tied by expert fly tiers and in smaller series. Our fly tying products, tools and accessories are produced in Europe, with exception of hooks (made in Japan).
We don’t have backordering enabled, which means that if you see an item in stock and if you purchase it, that means that we have it in our warehouse and that it will be shipped to you. Should for any reason, we encounter a shortage or a problem with any of the items you purchased, we will notify you immediately and suggest a resolution.
We strive to provide you with as much detail as we can about our products. We try to present them as they naturally are, with their true colors and shapes. Since the flies we sell are all handcrafted items, tied by hand, lots of times made from natural materials and all produced in smaller series, some minor variations in size, color, or shape from the flies pictured at our website are possible.
We would greatly appreciate your feedback. By sending us your opinion you help other customers make the right choices and you also help us improve our product selection. Simply visit the page of the product you want to review, scroll down and select the Reviews tab. Write your review, select the star rating and hit Submit button. Thank you!
No, we are an online store and have no brick-and-mortar locations. Our webshop has our complete product selection available for online shopping. However, you can find our products locally in our dealer’s stores. To find one close to you, check out Our Dealers page.
Check out Our Dealers page to find stores in your area. Click on a store for more details. If you don’t see one close to, ask your local fly shop to stock Frosty Fly products.
If you are a store owner and interested in carrying our products, please fill out the Dealer Application Form. Or, simply email us at sales@frostyfly.com. Read more on what we can offer to our dealers here.
We are always looking for new, up-and-coming anglers at the top of their game who are interested in representing our brand. If you are a fly fishing guide, tournament angler, outdoor writer, fishing blogger, or just an avid fly fisherman that can help promote our products, we encourage you to contact us. Send us an email at contact@frostyfly.com.
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