Online Ordering FAQ

what is your return policy?

We will accept any return as long as 95% of the returned order is unopened. If for any reason you are unsatisfied with your order or wish to return the goods, simply contact us and we’ll arrange for its return.

How does the order process work?

When you see an item you would like, click on the "buy now" button. This places the item in an electronic shopping bag. You can check to see what you have placed in your shopping bag at any time simply by clicking on the "view bag" button at the top of the page.

After you've finished shopping, you are ready to checkout. Click ‘view bag’ and be sure to double-check your contents.

If you have a promotional code, enter it in the space provided, then click go. If the code is valid, the change will be reflected in the row titled ‘promotions’ in the sub total area.  Only one code may be used for your purchase.

All orders are shipped via FedEx. If you would like to have your order shipped with an alternate carrier, please make note of it in the ‘comments’ section of the checkout screen.

Once you’re ready to proceed, select "checkout" in the middle of the page.

Next, you’ll be directed to the account information page. You may create an account for easier checkout in the future, or you can proceed as a guest. Now create an account, or sign in as a guest, and fill in the necessary information.

Next, enter your shipping information, click 'save and continue', and then do the same for your billing information. Fill in your payment information on the following page and click ‘save and continue’. 

This is the last step in the order process. View your order summary and ensure all information is correct. Make corrections via the ‘edit’ buttons, or hit ‘place order’ at the bottom of the page to process your request.

You will then be routed to your receipt, which should be printed and retained for your records. If you would like to contact us concerning your order, you may do so by replying to the confirmation e-mail, or by sending an e-mail to info@freshends.com.

what payment methods do you accept?

We accept Visa, Mastercard, Discover, and American Express.  You can safely enter your entire credit card number via our secure server, which encrypts all submitted information.

Can I order without registering?

Yes! At Freshends it is our policy to make your shopping experience as quick and easy as possible. We do not require registration but you may create an account before ordering should you wish to do so.

Is the online ordering process secure?

Yes! At Freshends we maintain the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions.

when will my credit card be charged?

You will not be billed for your purchase until it has been processed and shipped.

how will the charge show up on my credit card?

The charge will appear on your credit card as: Freshends.

What is the method of shipping?

At Freshends, we realize that a big concern for customers is the speed and affordability of shipping. We ship all of our orders via Fed Ex, and provide two delivery options. If you would like to request an alternate carrier, you can do so by making a note of it in the ‘comments’ section of the checkout process.

How can I track my package?

When your items ship, you will receive an automatic notification from Fed Ex detailing your shipment status. Follow the link provided in that email. If you can’t locate your tracking number, give us a call at 888 400 4780 or email us at info@freshends.com

Does Freshends charge sales tax?

State laws require a California-based business to collect sales tax on orders shipped to California addresses. The amount of sales tax collected is based on the tax rate for the city of Irvine, CA. We are currently not required to collect sales tax on orders shipped to residents of any other states.

can I order without a credit card?

No, at this time the Freshends online store only accepts credit cards.

what address should i enter in the billing information screen?

For credit card verification, you must enter the address exactly as it appears on your credit card statement.

how do i enter a shipping address?

You may enter your shipping information in the second step of the checkout process.

should i put spaces or dashes in the credit card number?

No. Your card number should be entered in as a continuous string of numbers.

why are you not accepting my credit card?

There are many reasons for a failed credit card transaction. Common reasons are:
You may have input your credit card number with dashes or spaces. Re-enter you card number as a continuous string of numbers.

Your card may have expired or reached its limit, or a credit card computer, either on our end or your bank's end, may have encountered a machine error.

If you are still encountering problems, please contact us at 888 400 4780 9-5 PST Monday through Friday. To help us identify the problem, please provide them any error message numbers you may have received, as well as the order number from the shopping bag.

Want to Exchange an Item?

Contact Freshends Customer Service within 30 days of receiving your order to let us know that you will be making a return or exchange. ITEMS MUST BE RECEIVED IN A SALEABLE CONDITION WITH AT LEAST 95% UNOPENED IN ORDER TO PROCESS YOUR RETURN OR EXCHANGE

Call us at 888 400 4780 Monday –Friday from 9am to 5pm Pacific Standard Time, or email us at info@freshends.com. We will need to know your original order number, which item(s) you would like to have in exchange for your original items, as well as your name, address and credit card number (to apply any difference of product price or shipping charges on exchanged items).

Once we have confirmed your request, we will arrange for the items to be returned. Carefully package the items in the original shipping box or any suitable shipping carton and include a copy of your invoice.

IMPORTANT: Make sure that the items are well protected and packaged similar to the way you received them. Whenever possible, use the same packaging that was used to ship the items to you. ITEMS MUST BE RECEIVED IN A SALEABLE CONDITION WITH AT LEAST 95% UNOPENED IN ORDER TO PROCESS YOUR RETURN OR EXCHANGE

Once we receive your return package, we will exchange your product for one of a same or greater value. Please note that RETURN SHIPPING IS FREE, HOWEVER, you will be charged the cost of SHIPPING for delivery of the exchanged goods. 
 PLEASE ALLOW UP TO 21 BUSINESS DAYS FOR US TO RECEIVE AND PROCESS YOUR EXCHANGE.