Return Policy
Your choice of shipping at checkout directly affects what happens if a package goes missing. We offer two options, and they carry very different levels of visibility and risk.
When you select FREE SHIPPING (Without Tracking), we provide a Proof of Shipping but no tracking number. From that point forward, you will not be able to monitor the shipment’s progress, and the risk of non-delivery rests with you. For orders valued over $75, we strongly suggest upgrading to STANDARD SHIPPING (With Tracking) so you can follow the package until it reaches you.
When an Order Doesn’t Arrive
If you chose the free, untracked option and 60 days pass without receiving your order, we step in. At that point, our tier 2 support team takes over and issues a full refund, no questions asked. This is a specific remedy for non-receipt, distinct from our standard return process.
If You Need to Cancel an Order
Cancellations come with a strict, non-negotiable fee. Because our merchant processor charges us for every cancellation, any order canceled after it is placed—even a second later—incurs a fee of 30% of the Total Price. Once an order has been packed or handed to the carrier, it can no longer be canceled. To request a change or cancellation, reach out immediately with your order number and the modification you need.
Returning an Unwanted or Unsatisfactory Item
You have 45 days from receiving your order to contact us about a return. To begin, you must provide your order number and the reason for the return. Our team reviews each request and, if approved, sends the next steps. Returns are only accepted for items bought directly from https://weallfrog.com; anything purchased through an authorized retailer must go back to that retailer.
What you send back must be unused, in the same condition you received it, and packed in its original packaging with all accessories, manuals, and documentation. We cannot accept items with stains, folded cards, or broken seals or plastic foiling. If the returned item arrives in unacceptable condition, we reserve the right to deny a refund or exchange. Personalized products are not eligible for refund or exchange under any circumstances.
Several categories of items are not returnable at all: products bought through other retailers, incorrect products you purchased, and items damaged through customer mishandling. Returns made without a receipt may be refused, and Weallfrog reserves the right to deny any return.
What to Do If an Item Is Defective, Wrong, or Damaged
When you receive a faulty unit, the wrong product, or something damaged, you need to provide specific evidence so we can resolve it. Contact our support team and include all of the following:
- Order number
- Proof of purchase
- Video or photo of the faulty product
- Complete delivery address
- Contact telephone number
In some cases, a video or photo of the defective product is required as proof before we can process a refund or replacement.
How We Process Your Refund
Once your return arrives, processing can take up to 14 business days. We send an email confirmation when processing is complete. For non-defective items, the refund excludes all shipping and handling fees; whether the refund is full or partial depends on the specific situation.
Money goes back to your original form of payment. For credit and debit card purchases, we send the refund to the card-issuing bank within 14 business days of receiving the returned item or cancellation request. The time it takes for the credit to appear on your account depends on your bank—contact them directly if you have questions about posting delays.
Getting the Return Address
To obtain the physical return address, email [email protected]. Do not ship anything back before receiving instructions and the correct address from our team.
