Shipping policy

Order Fulfillment

All frog orders are handmade with care and shipped within 7 days after payment. You will receive a tracking number to monitor your package once it has been shipped.

Most merchandise orders are processed and shipped within 7 business days. In some cases, processing times may vary depending on the item purchased.

Delivery Times

  • EU Orders: Delivery typically takes 2 weeks, with an average of 10 days.
  • Non-EU Orders: Delivery typically takes 2-3 weeks, but can go up to 6 weeks in case of delays.

Please note that shipping times may vary depending on the destination and customs processes.

Lost or Stolen Packages

I take great care to ensure your order is delivered to you safely. However, once a package is marked as delivered by the carrier, I am no longer responsible for it. If you cannot locate your package:

  1. Please check around your delivery location and with neighbors who may have received it on your behalf.
  2. Contact your local postal service for assistance using the tracking number provided.
  3. In some cases, the carrier may have more information about where the package was left.

Claims and Investigations

If your package is lost in transit (i.e., before it is marked as delivered), I will assist you in filing a claim with the carrier and work to resolve the issue. However, if the package is marked as delivered and you believe it was stolen or misplaced, I recommend contacting your local postal service or filing a theft report with your local authorities.

Refunds and Replacements

As a small business, I cannot provide refunds or replacements for packages that are marked as delivered. I appreciate your understanding of this policy.

Customs Fees & Duties

Please note that any customs fees, import duties, or taxes that may be incurred upon arrival in the destination country are the responsibility of the customer. I do not cover or reimburse these charges under any circumstances. Before placing your order, I recommend checking with your local customs office to understand any potential fees or restrictions that may apply to your shipment.

DDP option available: all customs, duties, and taxes are included in your shipping cost. No additional fees on delivery.

Refused Packages Due to Unpaid Customs Fees

If a customer refuses to pay the required customs duties or taxes and the package is returned to me, the customer will be responsible for covering the return shipping cost (equal to the original shipping charge). If the customer wishes to have the order reshipped, they will also need to pay the shipping fee again for the new shipment.

No refunds will be issued until the returned package is received, and any applicable return and reshipping fees will be deducted from the refund (if a reshipment is not requested).

Countries Susceptible to Customs Fees

While customs policies may vary by country, the following countries are generally known to charge customs duties or taxes on imports:

  • United States
  • Canada
  • United Kingdom
  • Australia
  • New Zealand
  • Norway
  • Switzerland
  • Brazil
  • India
  • China
  • Japan
  • South Korea
  • Russia
  • Mexico
  • South Africa
  • European Union countries (in some cases)

If you have any questions or concerns, feel free to contact me at heknitt@gmail.com.