SHIPPING OPTIONS

PLEASE READ THE FOLLOWING OPTIONS CAREFULLY. If you select an incompatible option for your shipment, you will be charged a re-consignment fee of $75.00. It is imperative that you review your order and select your shipping method according to the guidelines below.

‘UPS Ground’ - 90% of the orders we process for our stores meet the criteria for UPS Ground shipping. This is the most economical selection to ship product from our warehouse to your location and should be your default selection if you are unsure on what shipping method you should use. In addition to being the cheapest method to ship product to your store, this method will deliver to most of our stores within two days.

‘Shipping Method Unavailable’ – At times, orders may be too large to process a UPS quote, if this occurs, please break out your order in to multiple orders. 

‘Bulk orders of large items’ 

If you plan on ordering a large amount of furniture, like Chairs, please contact your RDO to facilitate the order outside of the merchandise website.  This will allow us to provide you with the best shipping costs for larger orders.

PROCESSING TIMES FOR SHIPPING

If you place your order before 2:00 PM Monday through Friday, your order will be eligible for Same Day shipping and the transit times for the shipping service you selected will apply.  Please note, standard shipping is 2-3 days depending on destination point and weather permitting.

RETURNS POLICY

All purchases made on members.sweetfrog.com are refundable ONLY by Online Store Credit. No credit card refunds will be authorized. Online Credit has no monetary value, and cannot be exchanged for items or services outside of members.sweetfrog.com.

You may receive a full-value Online Credit OR replacement of damaged or incorrect items within 30 days of delivery. For non-damaged, resalable items you must place your claim within 15 days of delivery. We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Please see below for information on how to file a Claim.

If you receive damaged items, you MUST NOT refuse shipment. In order to receive replacement, you will need to take pictures of All packaging, whether they are damaged or not, as well as the actual damaged items. These pictures must be submitted with your claim in order to receive replacements, as you will be asked to simply destroy or throw away the unusable/unsellable items upon receipt of its replacement. PLEASE NOTE: If you throw away packaging (this includes all boxes and other included wrapping), you may not be eligible to receive free replacement products, as it will not be possible for us to file a claim with the courier service without evidence.

If you elect to receive Online Store Credit, you will receive it within two weeks of giving your package to the return shipper; however, in many cases you will receive a credit more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days) and the time it takes us to process your return once we receive it (3 to 5 business days).

PROCESSING A RETURN OR EXCHANGE

NON-DAMAGED, RESELLABLE EXCHANGES OR RETURNS

If you need to return or exchange a non-damaged, resalable item that was not incorrectly shipped to you, contact SweetFrog Customer Service as soon as possible once you receive the items and have determined that they are not adequate for you. Items will not be exchanged outside of 10 business days from the date you received your order if there are no defects or other issues with the merchandise. You will not be issued a call tag for your item(s) if your request is submitted beyond 2 business weeks from the date of delivery. If you ship your items back, the shipment may be refused and you will not be issued a credit for either the items or the shipping cost incurred.

Members.sweetfrog.com.com is your wholesale resource for SweetFrog merchandise, which means that items are priced and bundled to save you the most money by purchasing in larger quantities and saving on shipping by buying multiple items together. With this in mind, it is very important to carefully plan out your orders to properly and accurately provide for your merchandise needs. If you need guidance regarding how much to order, please do not hesitate to contact Customer Service.

HOW TO PROCESS A CLAIM

As soon as you discover a discrepancy with an order that you have received from members.sweetfrog.com, please complete the following steps to ensure a speedy and accurate resolution to your issue:

• Send a concise, but descriptive email to customerservice@sweetfrog.com. Put your Order Number and a brief categorization of the issue you’ve experienced as the subject line, then enclose the following in the body of the message:
• Your Store Number
• Your Order Number
• The Order Date
• Item Numbers (the actual associated Inventory Codes)
• Item Quantities
• Detailed description of the issue (missing items, damaged items, extra items, missing order, simple exchange, etc)
• The Logistics Coordinator at the warehouse facility will respond to your message and will confirm with you what steps you would like to take.
• **Please start a new claim for each individual issue you have. This allows for more accurate tracking on issues that have been addressed or resolved and helps focus on the issues that are yet to be addressed.
• If your issue requires you to send anything back, you will be provided with a digital Call Tag, which is a shipping label that will be either emailed to you or sent to you via Standard Ground Shipping. Once you have received it, simply affix it to the box you are shipping back and the courier service indicated on the label will come and pick it up (you may need to call the service to arrange pickup).
• All return shipments will be covered on your behalf if they are approved claims within the return period (for the complete return/exchange policy, please refer to the sections above)
• Once you are satisfied that your issue has been resolved, the claim ticket will be closed. You can always reopen it by replying to the thread if you find that something still needs attention.