Refund policy
We want you to be happy with your purchase from Scale Up With Frankie. Because our store includes different types of products, return eligibility varies by product.
Frankie Wear
If there is a problem with your Frankie Wear purchase, please contact us within 7 calendar days of the carrier-recorded delivery date.
Frankie Wear may be eligible for return when:
- The item does not fit.
- The item arrives damaged or defective.
- You receive the wrong item.
For a fit-related return, the item must be unused, unwashed, in its original condition, and have all original tags still attached to the garment.
If you remove or detach the tag, the item is yours. It is no longer eligible for return, exchange, store credit, or refund.
For an eligible fit-related return, we will work with you toward an exchange or store credit. A refund may be considered on a case-by-case basis.
The customer is responsible for the cost of returning an eligible fit-related item. If an exchange is approved, Scale Up With Frankie will pay the cost of shipping the replacement item to the customer.
Original shipping charges are non-refundable. If a full refund of the merchandise is approved, the refund will be for the eligible merchandise purchase price and will not include the original shipping charge.
Damaged, Defective, or Incorrect Frankie Wear
If your Frankie Wear arrives damaged or defective, or you receive the wrong item, please contact us within 7 calendar days of the carrier-recorded delivery date and provide photographs clearly showing the problem.
After reviewing the claim, we may issue a return authorization if the item needs to be returned.
Do not return an item unless we have authorized the return and provided return instructions.
For an authorized return involving damaged, defective, or incorrect merchandise, Scale Up With Frankie will cover the authorized return shipping cost.
Books
All book sales are final, except when a book arrives damaged during shipping or the wrong item was sent.
Claims must be made within 7 calendar days of the carrier-recorded delivery date.
For a book damaged during shipping, photographs showing the damage and the shipping packaging are required as proof of the claim.
Please do not return a book unless Scale Up With Frankie authorizes the return and provides return instructions.
Refunds
When a refund is approved, it will be issued to the original payment method.
Original shipping charges are non-refundable and are not included in the refund.
Processing times after we issue a refund may vary depending on your bank, credit card company, or payment provider.
Contact Us
To request an eligible return or exchange, or to report a damaged, defective, or incorrect item, contact:
Scale Up With Frankie
frankiethebeardeddragon@gmail.com
Please include your order number, a description of the issue, and photographs when required.
Do not send merchandise to an address without prior authorization. If a return is authorized, we will provide the appropriate return instructions and return address.
Collectibles
All collectible sales are final. Collectibles are not eligible for return, exchange, store credit, or refund.
If a collectible arrives damaged during shipping or you receive the wrong item, please contact Scale Up With Frankie within 7 calendar days of the carrier-recorded delivery date and provide photographs showing the item, the damage, and the shipping packaging when applicable.
Please do not return a collectible unless Scale Up With Frankie authorizes the return and provides return instructions.