Have a question let us know, we will do the best we can to help you! As a startup we truly love our customers, you are the reason we are here.
- Leif & Erin Frey
Please read our Frequently Asked Questions
Once your order has been placed you will receive an email from us with your order number and it should be shipped by our awesome team within 24 to 48 hours. Once your order has been shipped we will send you a confirmation email with your tracking number. The estimated time frame for regular shipping is 3-6 working days.
Our team takes great care in shipping our product to you but occasionally packages can be damaged. We are happy to make sure that everything is fixed. Please shoot us over a photo of the package as well as your order number and we can handle it in either of two ways:
1) We can shoot you over a shipping label so you can send the package back to us, and we will send you a new one immediately.
2) If the leak/damage is not too bad, we can refund you proportionally for the amount (so, if 1/3 leaked, we would refund you for 1/3 + a bit extra for that leak ).
When your package is shipped you should receive an email from us with your tracking. Once your package is delivered the tracking will update to that. If the address is wrong the package will be rejected and returned to us (which shows in tracking). If it shows as delivered, there's something that happened between your USPS person (mail person), and where they delivered it. Sometimes it can take 24 hours to 48 hours to actually arrive even if it says it is delivered.
After a couple days if you still cannot find your package here are a couple things you can do:
Make sure a friend, family member, roommate, neighbor, or someone else has not grabbed it.
Or that the carrier has not put it in a different place than normal.
If you live in an apartment building make sure the front desk does not have it.
Your local USPS office does not have it.
If it doesn't turn up, let us know, and we'll see what we can do.
We understand the frustration around the many different pumps on the market. Nowadays these common household and packaging items sometimes change their system or different types are put on the market and we just don't know how to use them.
When you first get the product the pump should be in the locked position. To unlock it hold the base of the pump steady (the neck where it meets the bottle) and turn it to the counterclockwise. The pump top should unlock and will be ready to use =)
If you think the pump it's defective and need a new one we can send a new one to you!
We are so confident in FREY, we offer a 100% guarantee & free returns on all of our products. If you do not like our product better than your current detergent, send us an email, and we will refund you your full amount within 30 days!