FAQ

Part 1: Orders & Payments

Q1: How do I place an order?
A: Simply browse our products, select the item, choose size/color if applicable, and click "Add to Cart." Proceed to checkout, enter your shipping information, and complete payment.

Q2: What payment methods do you accept?
A: We accept major credit cards (Visa, MasterCard, American Express), PayPal, and other secure options available at checkout.

Q3: Can I change or cancel my order after placing it?
A: Contact us as soon as possible at frogleyraquel@outlook.com. If your order hasn’t been processed for shipping yet, we may be able to modify or cancel it. Once shipped, changes are not possible.

Part 2: Shipping & Delivery

Q4: Where do you ship from?
A: All orders ship from the USA – our fulfillment center in Ontario, California (4215 E Airport Dr, Ontario, CA 91761).

Q5: How long does delivery take?
A: Standard delivery within the USA takes 7–9 business days after dispatch. Expedited options (2–3 business days) are available at checkout for an additional fee.

Q6: Do you offer free shipping?
A: Yes! We offer free standard shipping on all USA orders over $99. For orders under $99, a flat rate of $6.99 applies.

Q7: How can I track my order?
A: Once your order is shipped, you'll receive a confirmation email with a tracking number.

Q8: Do you ship internationally?
A: Yes, we ship to select international destinations. Delivery typically takes 10–20 business days. Customs fees and duties are the responsibility of the customer.

Part 3: Returns & Refunds

Q9: What is your return policy?
A: You may return eligible items within 30 days of receiving your order. Items must be unused, in original condition, with tags attached. See our full Return & Refund Policy for details.

Q10: How do I start a return?
A: Contact us at frogleyraquel@outlook.com with your order number and reason for return. We'll respond within 24 hours and provide a Return Merchandise Authorization (RMA) number.

Q11: How long does it take to receive a refund?
A: Once we receive and inspect your return, refunds are processed within 3–5 business days. Please allow 5–10 business days for the refund to appear in your account.

Q12: What if I receive a defective or incorrect item?
A: If your item arrives damaged, defective, or doesn't match your order, please contact us within 14 days of delivery with photos. We'll arrange a replacement or refund at no additional cost.

Part 4: Products & Quality

Q13: Is EcoFur truly eco-friendly?
A: Yes. Our faux fur products are crafted with sustainable materials and processes, offering a cruelty-free alternative to traditional fur.

Q14: How do I care for my faux fur products?
A: Each product includes care instructions. Generally, spot clean or hand wash gently with mild detergent, air dry away from direct heat.

Q15: Do you offer custom or bulk orders?
A: Yes! For wholesale inquiries or bulk orders, please contact us at frogleyraquel@outlook.com.

Part 5: Account & Support

Q16: Do I need an account to place an order?
A: No, you can check out as a guest. Creating an account allows you to save shipping information and track orders.

Q17: How can I contact customer support?
A:

  • Email: frogleyraquel@outlook.com

  • Phone (US): +1 626 560 0080

  • WhatsApp (Global): +86 186 0396 9311

  • Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (Pacific Time)
    We respond within 24 hours.

Part 6: Privacy & Security

Q18: Is my personal information secure?
A: Yes. We use industry-standard security measures. We do not sell your personal data. See our Privacy Policy for details.

Still have questions?
We're here to help! Contact us at frogleyraquel@outlook.com or WhatsApp +86 186 0396 9311.

EcoFur
Luxury you can feel good about.