At Frisco, we’re dedicated to making both you and your pet happy with our premium pet products. We understand that sometimes things don’t work out as planned, which is why we’ve created this straightforward shipping and returns policy.
Shipping Information
Order Processing
We typically process orders within 1-2 business days after payment confirmation. You’ll receive an email notification once your order ships.
Shipping Options
We offer two convenient shipping methods to serve our global customers (excluding some Asian and remote regions):
- Standard Shipping:
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after shipment
- Cost: $12.95 USD
- Free Shipping:
- Carrier: EMS
- Delivery Time: 15-25 business days after shipment
- Available for orders over $50 USD
Our Return Policy
We want you to be completely satisfied with your Frisco pet products. If for any reason you’re not happy with your purchase, we offer a simple return process.
Return Eligibility
- Items must be returned within 15 days of receiving your order
- Products must be unused and in original condition
- Original packaging must be intact
- Proof of purchase is required
Non-Returnable Items
For health and safety reasons, we cannot accept returns on the following products:
- Chew Toys (once opened)
- Catnip Toys (once opened)
- Cardboard Cat Houses (if assembled)
How to Initiate a Return or Exchange
Simple 5-Step Process
- Contact Us: Email [email protected] within 15 days of receiving your order
- Provide Details: Use our return request template below
- Wait for Approval: We’ll respond within 2 business days with return instructions
- Ship Your Return: Use the provided return label (return shipping costs may apply)
- Receive Resolution: Get your refund or exchange item once we process your return
Return Request Template
To help expedite your return, please include this information when contacting us:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Frisco Team,
I would like to request a [return/exchange] for my recent order #[Your Order Number].
Item(s) to return: [Product Name(s) and Quantity]
Reason for return: [Please specify]
Preferred resolution: [Refund/Exchange for (specific product if exchanging)]
Additional notes: [Any other relevant information]
Thank you,
[Your Full Name][Your Email Address]
[Your Phone Number – optional]
Refund Process
Once we receive your return:
- Refunds will be processed within 5-7 business days after we receive and inspect the returned item
- Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
- For exchanges, your new item will ship within 2 business days of receiving your return
Note: Original shipping fees are non-refundable, except in cases of our error.
Return Shipping
You are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). We recommend using a trackable shipping service as we cannot guarantee receipt of returned items.
Damaged or Defective Items
If your pet’s new bed, toy, or other product arrives damaged or defective, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund at no additional cost to you.
Need Help?
Our pet-loving customer service team is happy to assist with any questions about returns or exchanges. Contact us at:
- Email: [email protected]
- Mail: Frisco, 696 Birch Street, El Paso, US 79922
We typically respond within 1-2 business days.
Thank you for choosing Frisco for your pet’s needs!