Shipping policy

 

Frolary Shipping & Delivery Policy

SECTION 1 - SHIPPING METHODS

We offer international shipping to most countries and regions. Customers can choose between Standard Shipping and Express Shipping at checkout.

SECTION 2 - SHIPPING COSTS

  • Standard Shipping: $3.5 USD

  • Express Shipping: Starts from $22 USD (Variable based on destination country).

  • Please note: Shipping fees do not include import taxes, customs duties, or brokerage fees. Frolary is not responsible for these charges.

SECTION 3 - ESTIMATED DELIVERY TIME

Orders for in-stock products are processed and shipped within 1-3 business days (Handling Time: Monday-Friday).

Standard Shipping Estimates (Transit Time):

  • United Kingdom: 7-10 Days (via YunExpress)

  • USA / Germany / Spain / France: 8-12 Days

  • Italy / Mexico / Australia / Poland: 10-14 Days

  • Canada: 12-17 Days

  • Note: Delivery times may vary due to customs clearance or local logistics peaks.

SECTION 4 - ORDER TRACKING

Once your order is dispatched, you will receive a Shipping Confirmation Email containing your tracking number. You can track your package via our official carrier partners (e.g., YunExpress, 4PX, DHL). If you do not receive these emails, please check your spam folder or contact contact@frolary.com.

SECTION 5 - LOST OR UNDELIVERED PARCELS

If your parcel has been in transit for over 3 months, it may be considered lost.

  • Orders under $60 USD: You may choose a one-time free reshipment OR a full refund.

  • Orders over $60 USD: We offer a 50% refund of the total order value.

  • Recommendation: For high-value orders, we strongly encourage choosing Express Shipping for better security.

Important: Frolary is not responsible for delivery failure if:

  1. The address or phone number provided is incorrect or insufficient.

  2. The recipient is unreachable or refuses to sign for the package.

  3. The recipient refuses to pay local taxes or provide documents for customs clearance.

  4. The recipient opted for "no-signature delivery" and the parcel is lost/stolen after drop-off.

SECTION 6 - IMPORT TAXES & CUSTOMS FEES

The recipient is the importer of record and must comply with all local laws and regulations. Customs policies vary widely; please contact your local customs office for more information. If a package is rejected due to customs fees, Frolary will refund the order amount minus the original and return shipping costs incurred.

SECTION 7 - OUR CARRIERS

To ensure reliable service, we collaborate with leading global logistics providers, including YunExpress, 4PX, SF Express, and DHL Express.

SECTION 8 - ADDITIONAL NOTES

  • Customs Clearance: If your parcel is held at customs, you must provide the required information (such as tax ID or payment) within 48 hours. Failure to do so may result in the parcel being returned to our warehouse, and any re-shipping fees will be the customer's responsibility.

  • Name Accuracy: Please provide your Full Name in the shipping form to avoid return-to-sender issues by local couriers.

  • Time Limit for Claims: If a parcel is marked as "Delivered" but you haven't received it, you must inform us within 3 months. Beyond this window, couriers delete delivery details and we cannot initiate an investigation or refund.

SECTION 9 - GET HELP

For any issues regarding faulty, missing, or delayed items, please contact our support team:

  • Email: contact@frolary.com

  • Subject Line: [Order #] - [Brief Description of Issue]

  • Required Info: Please include clear photos or videos as proof to expedite the process. Our team typically responds within 3 business days.