FREQUENTLY
ASKED QUESTIONS
Return Policy
If you would like to make a return, take a look at our policies below. We want to make sure you’re completely happy with your purchase. If there’s anything we can do to improve your experience, please contact us at customerservice@frchielite.com. We’ll accept return requests for items that are unused, hair-free, and with the original tags still intact. The product(s) must be in their original packaging, if applicable and in the same condition it was received.
You have 30 days from your delivery date to return an item for a refund.
Refunds
Once we receive your return, we will review your request and inspect the item. We will send you an email confirming that we’ve received your return and are processing your request. We’ll follow up with another email once the request has been processed to let you know if your return was approved.
If approved, the money will be refunded to your original method of payment within two weeks. All payment companies are different in the amount of time it takes to confirm a payment, so it will likely take a minimum of a few days for the refund to show up on your bank statement.
Return shipping
You are responsible for paying for the return shipping costs. Shipping costs are non-refundable.
To return items, follow these steps:
Package your unworn items with the packing slip inside.
Send items back to:
FRCHI ELITE
PO Box 6188
Bloomingdale, IL 60108
US shipping
USPS Priority Shipping $7.95
Orders are processed and shipped within 1 - 2 business days of being placed.
International shipping
Shipping cost is calculated based on your location and carrier.
Orders are processed and shipped within 1 - 2 business days of being placed.
We are NOT responsible for delays caused by mail carriers or customs.
Custom fees are NOT included in the shipping price. We are not responsible for costs related to customs. Please contact your local customs office regarding customs, tariffs, and duties.
What do I do if I never received my order?
We are NOT responsible for lost or stolen packages.
How do I make sure I order the right size?
Please use a measuring tape to measure your dog. Carefully measure the neck, chest, and length of the back.
Measuring neck:
Place the measuring tape around the pet’s neck where the collar would normally sit. There should always be enough room between the pet's neck and the measuring tape to slip two fingers.
Measuring chest:
Place the measuring tape around the widest part of the chest. Start measuring from the bottom of your dog’s rib cage. Do not place it under armpits. When placing the measuring tape around the pet’s chest, there should be enough room to slip two fingers to keep the dog comfortable.
If you have any questions regarding sizing please e-mail customerservice@frchielite.com
Where are you located?
We are located in Bloomingdale, Illinois, USA
Can I make changes to an order I already placed?
Please e-mail customerservice@frchielite.com and we will be able to help you.