Frankie General Store ("we" and "us") is the operator of (https://www.frankiegeneralstore.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping cost upon checkout is offered depending on the total weight of the shipment - Small, Medium, or Large Shipments. It will be automatically computed in the checkout page with a flat shipping rate per option. The price of the flat shipping rate is also dependent on the city or country the customer is living in. There are some orders that may incur additional shipping charges based on the different special packages or areas the order was placed from. Should there be changes in shipping fees or order processing arrangements, our online customer representative will get in touch with the customer before shipping the order.
This price of shipping at checkout is exclusive of duties, taxes and fees, if applicable.
3. Returns due to Damages
Frankie & Friends General Store will happily accept returns only if the items are damaged or lost upon transit.
Return shipping will be paid at the customer's expense and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
Frankie General Store will refund the value of the goods returned but will NOT refund the value of any shipping paid.
If there are no damages upon transit, we do not consider those under Damaged items. Please refer to our Returns Policy for detailed terms and conditions.
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 5 days
4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 14 days. This varies greatly depending on the country.
4.3 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
Frankie &Friends General Store will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
4.6 Military Address Shipping
We are unable to ship to military addresses.. We are unable to offer this service using courier services.
4.7 Items Out Of Stock
If an item is out of stock, we will email you options for product exchanges. Once agreed by both parties, the shipment will then be immediately sent.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Please notify us at australia@frankiegeneralstorel.com to get a tracking number.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and Frankie & Friends General Store encourages you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Frankie &Friends General Store at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
8. Cancellations
We are unable to accept cancellations at any time after the order has been dispatched.
9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service inquiries, please email us at australia@frankiegeneralstore.com