About Us & Our Service
1. Who are we?
We are a global online retailer specializing in French Bulldog exclusive pet supplies, established in 2019. We are dedicated to serving Frenchie owners worldwide with a focus on quality, service, and convenience.
2. Where do you ship from?
We operate a network of 16 warehouses across six continents. Your order is automatically routed to and shipped from the warehouse closest to your delivery address for faster shipping.
3. To which countries do you deliver?
We offer worldwide delivery to most countries.
Payment & Security
1. What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, etc.).
2. Are there any additional taxes or fees at checkout?
No. The price you see at checkout is the final price you pay. We do not charge any additional sales tax or customs duties at the time of purchase.
3. Is my payment information secure?
Absolutely. Our website is secured with SSL encryption and is fully compliant with the PCI-DSS standard, ensuring the highest level of security for your personal and payment data.
Shipping & Delivery
1. What shipping methods do you use?
We use reliable, trackable courier services for all orders.
2. How can I track my order?
Once your order is shipped, you will receive a confirmation email containing a tracking number and a direct link to monitor your package's journey in real-time.
3. How long does delivery take within Europe?
For orders shipped from our European warehouses, delivery typically takes 7-10 working days.
4. How long does international delivery take?
Global delivery times vary by destination, generally ranging between 7 to 20 working days. For regions outside major hubs, delivery may take 10-20 working days.
5. Do you ship from within the EU?
Yes, orders delivered to EU addresses are shipped from our warehouses located within the European Union.
Returns & Refunds
1. What is your return policy?
We offer a 14-day return period from the date of delivery. Items must be in their original, unworn condition with all tags attached.
2. How do I initiate a return?
Please contact our customer service team via email at [Frenchie Kits](mailto:Frenchie Kits) to request a return authorization and instructions.
3. How long does it take to process a refund?
Once we receive the returned item, refunds are processed within 3-5 business days.
4. How will I receive my refund?
All refunds are issued back to the original payment method used for the purchase.
5. What if I receive a defective or incorrect item?
Please contact us within 48 hours of delivery at [Frenchie Kits](mailto:Frenchie Kits) with clear photos of the issue. We will arrange a replacement or a full refund, including any return shipping costs.
Customization & Personalization
1. Do you offer product customization?
Yes, we provide a full customization service. You can add your Frenchie's name, custom text, or badges to collars, harnesses, and apparel.
2. How do I order a customized product?
Customization options are available directly on each product page. Simply select your preferences during the checkout process.
3. How long does customization take?
Standard customization adds 2-3 working days to our processing time. During peak seasons, this may extend up to 5 working days.
4. Can I return a customized product?
Due to their personalized nature, customized products are final sale and cannot be returned or refunded unless they are defective or incorrectly made by us (see question 16).
Product Quality & Sizing
1. What material are your products made from?
Our pet products are crafted from high-quality, pet-safe materials. Our apparel uses breathable, moisture-wicking fabric, while our collars and harnesses use durable, non-toxic hardware to keep your Frenchie safe and comfortable.
2. What sizes do you offer?
We offer a comprehensive range of sizes including Frenchie-specific fits (XS through XL), tailored perfectly to the unique body shape of French Bulldogs.
3. Do you carry products for other breeds?
While we specialize in French Bulldog supplies, we also offer a selection of products that fit other small to medium breeds. Please check the individual product page for availability.
4. How do I find the right size?
A detailed size chart is available on every product page. We recommend checking this chart against your Frenchie's measurements before ordering, as our sizes are tailored specifically for Frenchies.
Contact & Bulk Orders
1. How can I contact customer service?
For any pre-sale or after-sale inquiries, please email us at [Frenchie Kits](mailto:Frenchie Kits).
2. Do you offer discounts for bulk purchases?
Yes, we provide special pricing for orders of 10 items or more. Please contact us at [Frenchie Kits](mailto:Frenchie Kits) for a quote.
3. I have a question not covered here.
For all other questions, our customer service team is ready to assist. Reach out to us anytime at [Frenchie Kits](mailto:Frenchie Kits).
General
1. What if my package is lost or stuck in transit?
As we use fully trackable services, we can monitor your shipment with you. Please contact us with your order number, and we will investigate with the carrier.
2. When will my order be processed?
Orders are processed promptly after payment confirmation. Customized orders begin production immediately upon confirmation.
3. Can I change or cancel my order after placing it?
Please contact us immediately at [Frenchie Kits](mailto:Frenchie Kits). We can only modify or cancel an order if it has not yet entered the processing or customization stage.
Frenchie Kits Team
Comment