Frequently Asked Questions
1) I have not received my order
Our customers receive their packages 99% of the time. Packages may get lost on some rare occasions. If you do not receive your shipment within 30 days, please contact us at support@Frestie.com and we will track down your order. We can reship with expedited services or refund 100% of the purchased price.
2) I received a damaged item
If you received a damaged item, please contact us at support@Frestie.com so our team can assist you. The time frame for notifying us of faulty goods is 30 days after receiving it. Return shipping will be covered by us. If you contact us after the said 30 days time frame, we will not be responsible to refund/replace the goods for you.
3) The item is not damaged but I am not satisfied.
If you are not happy with an item and the item is not faulty, you can return it to us in its original unopened condition no later than 30 days from the day the item was received. You will be responsible for the cost of returning the goods to us and we will issue you with a full refund (minus restocking fee of 30% for each item returned) within 7 days of receiving the returned goods.
Refunds are issued via the payment method that was used to purchase the goods. No exceptions. Prior to returning the item, please contact us at email@example.com and we will guide you through our returns process.
Please note: If the item is damaged after using it due to normal wear and tear, breakages due to misuse, neglect, or intentional damage, we will not entertain returns for refund/replacement.
1) Where do you ship to and from?
We provide international shipping to most parts of the world, free of charge! We manufacture all our harnesses in our factory in China and ship them directly to our customers worldwide.
2) Do you provide tracking number?
Yes. We upload tracking number as soon as the item ships. You will receive a shipping confirmation email once we upload the tracking number into our system. Please also take note that if you have multiple items in your order, we may ship them separately due to different warehouse locations. In that case, we will upload tracking numbers for each item respectively.
3) Why can't I track my order using the tracking number provided?
Please note that the tracking information provided to you may sometimes only be tracked after 3-4 business days. This happens because the item is still being processed by the carrier and was not scanned and/or updated immediately in their system. If this happens, please track again at a later time.
4) How fast do you ship?
Orders typically ship within 3-4 business days of payment. (Weekends do not count as business days). We do our best to ship out as quickly as possible and will update you with tracking information as soon as it ships.
Please also take note that if you have multiple items in your order, we may ship them separately due to different warehouse locations. In that case, we will upload tracking numbers for each item respectively.
5) When will I receive my order?
Due to potential carrier delays, please see below standard shipping times:
USA: Delivery should take 7-12 business days
Canada, AU, UK: Delivery should take 12-21 business days
6) I have entered an incorrect address, help!
Please contact us within 5 hours if you need to change an incorrect address. We may not be able to change your shipping address once the 5 hour time frame has passed.