Frequently Asked Questions
WHAT IS YOUR ORDER PROCESS?
Our order process is very simple – All our Blenders are shipped from our warehouses in the Scandinavia, once you make your purchase through the checkout, you will receive a payment confirmation email. Once received, please allow us 6-12 hours to process and package your order before shipping. As soon as we dispatch your order, we will send you a second shipping confirmation email including tracking details to let you know it’s on its way.
WAS MY ORDER SUCCESSFUL?
If money has been captured from your account the order has reached us and will be processed. Your order confirmation is sent to the e-mail address that you provided when placing your order. If you have not received a confirmation, please contact our customer service team at firstname.lastname@example.org
MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?
If you’re still receiving an error message after reviewing your payment information, billing and shipping address, make sure you’re using the latest version of your web browser. Please only click the “Place Order” button once to avoid multiple authorizations. If you continue to receive error messages, please contact Customer Support at email@example.com
WHERE IS MY ORDER CONFIRMATION?
As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and add firstname.lastname@example.org to your safe sender list. Once your order leaves our warehouse, you will receive another notification along with tracking information.
I WANT TO CHANGE OR CANCEL MY ORDER. HOW CAN I DO THAT?
If you need to change or cancel your order, please contact us immediately. We can do that as long as your items have not been shipped yet. Please note that your items might have been shipped already, but you just haven’t got the notification email yet. The emails are sent out after the tracking codes are updated.
WHY WAS MY ORDER CANCELED?
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please contact us at email@example.com and our customer service team will ensure we process your order.
WHAT IS YOUR RETURN POLICY?
We have a 30-day return and refund policy. You are eligible for a return within 30 days of your product delivery date, if the product you received is not as described. Please make sure that you understand our Return Policy and ensure that all criteria are met before physically sending any items back to us.
I AM UNHAPPY, HOW CAN I GET A REFUND?
We are very sorry for your inconvenience, we will provide you a 100% refund if the product is not received within 10 working days or is not as described. If you do not apply for these rules, but still think you should receive a refund, please use the contact us page to provide more information.
MY ORDER HASN’T ARRIVED ON TIME, WHAT DO I DO?
First of all, we are sorry it has taken so long. Some deliveries unfortunately are like that. Just to be sure, please check with your post office in case they failed to notify you. Sometimes orders are delayed due to customs hold ups. Please also reach out to our customer service team at firstname.lastname@example.org and we will provide you with an update.
PAYMENT & SECURITY
IS IT SAFE TO SHOP ON YOUR SITE?
Yes. We understand that the safety of your personal information is extremely important to you. We use SSL Technology, Trustwave, and Industry Standard Firewalls to ensure your privacy and to assist in protecting your personal data.
To protect your personal data and credit card information from unauthorized access Frank Vital uses Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. SSL technology enables encryption (scrambling) of sensitive information, including passwords and credit card numbers, during your online transactions.
All of the forms on our site are secured with SSL technology so your personal information stays safe and out of malicious hands. Frank Vital servers are also protected by secure firewalls—communication management computers specially designed to keep information secure and inaccessible by other Internet users. So you’re absolutely safe while you shop.
HOW CAN I PAY ON FRANK VITAL STORE?
It’s quite easy. Just proceed to checkout and choose to pay via either PayPal or all major Credit/ Debit Cards.
WAS I CHARGED TWICE?
You will only be charged once. If you just placed your order and you received an error at first, the second charge you are seeing is an authorization. This is a common bank practice handling card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card. Please only click the “Place Order” button once to avoid multiple authorizations.
SHIPPING & DELIVERY
WHEN WILL MY ORDER SHIP?
We usually ship your order within 6 hours of purchase.We ship free and fast to Scandinavia, you should usually get your blender within 3-5 days. however It usually takes a little longer for the rest of Europe. It should take No longer than 10 days to arrive. See our Shipping Page for more information.
WHERE IS MY ORDER?
If you have received an order confirmation email from us, don’t panic! It is in safe hands, it will be delivered. Once your order has been shipped you will receive a tracking number that you can use to get the latest updates on your shipment.
WE PAY VAT AND ALL DUTTIES WITHIN THE EEA ZONE
WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?
All orders within the EEA should be cleared through customs without any taxes or duties. However, this is just a european guideline and may vary if you order outsite the EEA. You should contact your customs office for specific amounts and percentages.
Frank Vital AB pays all VAT and taxes for your package if its destined within EEA but if you are ordering from outside the EU we cannot control and are not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
TRACKED MY ORDER AND ITS IN CUSTOMS, WHAT DO I DO?
Some countries are known for being very slow with customs and you’re probably already aware of this issue if you live in one of these places. We’re sorry that we can’t put a magic stamp on our packages to help them get through faster but they will be with you as soon as possible.