REFUND, RETURNS & SHIPPING POLICY

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

Return Options

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. As we print on demand we are not able to do cancellations on orders due to buyers remorse unless the item has not yet been printed.

Several types of goods are exempt from being returned. We also do not accept products that are sanitary goods,

Additional non-returnable items:

• gift cards
• downloadable software products
• some health and personal care items

Steps to Return Items

To complete your return, we require a receipt or proof of purchase.

To return an item you will first contact FrazerLiving by email at [email protected].

Post your Return Item request in the subject and you will need to list the reason for the return and your name, email, phone number and original shipping address.

Customer Support

Customer Support will then send you an RMA (return merchandize authorization) number and the appropriate address and department to ship the product to.

For urgent needs you can call Frazer Living Customer Support at: (567) 205-2545 Monday-Friday from 10 AM-7 PM Eastern time.

There are certain situations where only partial refunds or full shopping credit are granted :

• Items that are not resalable such as journals, coloring books, day planner books with obvious signs of use,
• Stickers or decals that have been peeled open and used.
• Due to personal sanitary issue's,  face masks, undergarments or swimwear cannot qualify for a full refund unless they came with flaws from our side and have not been worn.
• We cannot issue refunds on items not returned in its original condition, or are damaged or missing parts for reasons not due to our error.
• Nor any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-10 business days depending on the banks.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {[email protected] or call (567) 205-2545 from 10 am -7 pm Eastern time. You can also use our Chat feature once we have it implemented on the website.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded but can be exchanged.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {[email protected]} and we will give you the correct address to send your item to. and to have the item exchanged for another item of equal value.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you with a shopping code.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be responsible to get you something else.

Shipping returns

To return your product, you should contact Customer Support first to get your RMA number and the address where the return item is to be shipped.

When Frazer Living covers the shipping cost on a product, you  will be responsible for paying for your own shipping costs for returning your item.

Shipping and  sales tax costs are non-refundable. If you receive a product refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Fulfilment

Fulfillment time is the time it takes to make your custom-ordered product. Our fulfillment time is calculated in business days, and it’s 2–5 business days for all production techniques.

In 2022, over 95% of our manufacturer's orders were being shipped within 5 business days, and more than 75% of our orders are shipped within 3 business days or fewer.

Please note:

• Fulfillment time doesn't include shipping. To get an idea of how long an order will take to reach its destination, combine the estimated fulfillment time with the estimated shipping time.
• The fulfillment averages you see in our website are calculated based on our fulfillment data for each product within the time frame of 30 days.
• Our fulfillment averages don't account for the time an order might be put on hold. Fulfillment for large orders may take longer on average, but it’ll still be fulfilled within 5 business days.
• Our fulfillment times are an estimate, but not a guarantee. For a more detailed look below at how we calculate the estimated fulfillment time.
  

  What’s the estimated delivery time, and how is it calculated?

  Frazer Living's estimated delivery time (EDT) is our delivery time prediction. We follow a simple equation to calculate EDT:

  estimated fulfillment + estimated shipping = estimated delivery time

  Our average order fulfillment takes 2–5 business days for all production techniques.

  We consider the current order volume and our fulfillment capacity when calculating our estimated fulfillment time. Similarly, we calculate estimated shipping time according to our historical shipping data for deliveries to your area or selling region.

  But the estimated delivery time is just an estimate, not a guarantee. Here are some of the reasons why an order might arrive past its EDT:

  • Issues with print or embroidery files
  • Products being out of stock
  • Shipping related delays like failed delivery attempts, service disruptions, or harsh weather conditions

  Nonetheless, we work hard to meet our delivery estimates with each order.

  If you’re ever in a situation where the EDT has passed, please wait a bit longer. Then, once 5 business days have passed, get in touch with us via email or chat, and we’ll take a look.

• Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
• It is always best to include photos with your initial problem report to avoid delays.

The return address is set by default to the warehouse facility for flawed items. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 30 days.

Wrong Address - If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

• Unclaimed -Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.
• If you haven't registered an account on the FrazerLiving.com website and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).
• FrazerLiving Marketplace does not accept returns of unsealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.

Need help?

Contact us at [email protected] for questions related to refunds and returns.

For urgent needs you can call Frazer Living Customer Support at: (567) 205-2545 Monday -Friday from 10 AM-7 PM Eastern time.