FAQ

FREQUENTLY ASKED QUESTIONS (FAQ)

1. ORDERING & ACCOUNT

Do I need an account to place an order? No, you are welcome to place an order as a guest. However, creating an account comes with great perks:

  • Faster Checkout: Save your shipping details for next time.

  • Order Tracking: Easily view your order status and history.

  • Exclusive Updates: Be the first to know about new releases and special promotions.

What if I forgot my password? Don't worry! On the login page, simply click “Lost password?”. You will be redirected to a page where you can reset your password via email.

What if I entered the wrong email address? Please contact us at service@frixora.com immediately so we can update your email address. Note: While we can update your contact information (name, email, address), we cannot change the items in your order once it has been processed.

How do I modify or cancel my order? We reserve the right to accept or decline orders at our discretion.

  • Cancellation Policy: Please note that any cancellation made after an order has been placed is subject to a cancellation fee of 30% of the total price, regardless of when the order was placed. This covers the non-refundable fees charged to us by merchant processors.

  • Shipped Orders: Orders that have already been packed or shipped cannot be canceled.

What should I do if items are missing from my order? If you notice an item is missing, please contact us immediately with your order number, and we will resolve the issue for you.

2. PAYMENT & SECURITY

What payment methods do you accept? We accept all major credit cards (VISA, Mastercard, AMEX). We do not accept personal checks, money orders, direct bank transfers, or cash on delivery (COD).

Are there any exchange rates? All transactions on our store are processed in US Dollars (USD). If your credit card is denominated in another currency, your order total will be calculated based on the daily exchange rate provided by your card issuer at the time of the transaction.

How secure is my online order? Your security is our top priority. All transactions are processed via a secure SSL-encrypted page. Your information is sent directly to our credit card provider's network for authorization. We do not store your credit card information on our servers.

3. SHIPPING & DELIVERY

How do I set my shipping address? (Language Requirement) Because our logistics system operates in English, please enter your shipping address using English characters only.

  • Please do not use non-English characters or accent marks.

  • (e.g., Instead of "ç", please use "c").

Can I change my shipping address after placing an order? Once an order has been processed or shipped, the address cannot be revised. We strongly recommend using your permanent residential address rather than a vacation address to avoid delivery delays or holds by customs.

When will my order be processed? We process orders between Monday and Friday.

  • Processing Time: Please allow 2-3 business days for your order to be processed.

  • Shipping: Orders are typically shipped the day after processing is complete.

  • Note: We do not ship on weekends. Please allow extra time during holidays and sale seasons.

When will my order arrive? Delivery time depends on the shipping method selected at checkout.

  • Tracking: We will email you your tracking number typically 24 hours after your order has shipped.

  • If you do not receive a tracking confirmation within 5 business days of payment, please contact us.

Where do you ship from? All orders are handled and shipped from our international fulfillment centers (including our warehouse in China) to ensure global availability.

4. RETURNS & REFUNDS

How do I return an item? If you are not happy with your purchase, please contact us within 30 days of receiving your order.

  • Please provide your Order Number and the reason for the return.

  • Our customer service team will review your request and send instructions if approved.

  • Items must be in original condition with packaging intact.

What if I received a defective, incorrect, or damaged item? Please contact us within 7 days of receiving your order. Be sure to include:

  1. Your Order Number.

  2. Photographs of the item(s) and the package. We will do our very best to resolve the case immediately.

Will shipping be covered for my returns? No, all return shipping fees and other miscellaneous fees are the responsibility of the customer.

When will I receive my refund? Once we receive your return, processing may take up to 14 business days.

  • After processing, refunds will be credited to your original payment method within 7-10 business days.

  • If you haven't received your refund yet: Please contact your bank or credit card company, as it may take some time for the refund to officially post to your account.

HAVE MORE QUESTIONS?

If you couldn't find the answer you were looking for, please contact us directly! 📧 Email: service@frixora.com