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Help > FAQs
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What happens after I place an order?
Shortly after your order is placed on the web site, you will receive order verification via email which will contain a detailed explanation of your order. This is confirmation that your order has successfully been placed with framefit.com. Your order is then sent over a secure connection to our shipping warehouse to be processed internally. You will receive subsequent email(s) once your order is shipped or if any problems arise with your order. Allow two to three days for your order to be processed.
What if I do not receive an order confirmation via email?
You will receive an order confirmation message via email shortly after framefit.com receives your order. If you do not receive this message within four hours of placing your order, there might be a delay on the Web due to traffic. If this happens, please feel free to contact us at 1.800.523.3693 to ensure that your order is being processed.
Does framefit.com accept foreign orders?
We're sorry. Currently, framefit.com does not ship outside of the United States. There are NO exceptions. To place an international order, please call 1.800.523.3693.
Can I change the delivery address?
We will be happy to change the delivery address as long as your order has not been shipped. To request a change to your order's delivery address, contact us at 1.800.523.3693 to expedite the process.
Is it safe to use my credit card online?
We never send personal information, such as your credit card number, over the network in a way that is readable to anyone but us. We encrypt your information and send it over the Internet using 128 bit SSL (secure socket layer) encryption. When your browser is in secure mode, you will notice a "https://" at the beginning of the URL and an unbroken key or lock icon  at the bottom right corner of the window.
framefit.com does not rent or sell information we receive from web orders or email registrations to third parties. For more information see our Privacy Pledge and Security Promise.
Can I cancel an order?
If your order has not already been shipped, or ready to be shipped, we can cancel your order. To do so, please contact our customer service department immediately at 1.800.523.3693 between the hours of 9:00 AM - 5:00 PM E.S.T., Monday - Friday. (We are closed on Saturdays, Sundays and most major holidays.) If your order has already been sent out for delivery we will be unable to cancel it.
When will my order arrive?
When placing your order, you will be asked to request a shipping method. The shipping method you select will have a direct correlation to how long it will take for your items to arrive. To check the status of an order, you can access your personal framefit.com account at http://www.framefit.com/index.cfm/action/account.htm 24 hours a day, or call us at 1.800.523.3693, or send us an email at support@framefit.com.
You can click here for additional shipping information.
Which payment methods are accepted?
framefit.com accepts Visa, MasterCard and Discover Card credit cards. These are the only accepted methods of payment.
Does framefit.com collect sales tax?
Sales tax is collected based on the destination of the order. Local and state sales tax will be collected if your recipient's mailing address is in Pennsylvania.
When will my credit card be charged?
framefit.com will attempt to secure authorization on your credit card at the point of purchase online. If there is a problem securing this authorization you will be notified on the spot and prompted to use another card. If we receive verification of sufficient funds, your order will be completed and transferred securely to framefit.com. Accounts are usually charged within 24 to 48 hours.
What was the total charged to my credit card?
When you place your order online, you are presented with the price of the merchandise and shipping costs as well as any applicable sales tax if your order is being delivered to Pennsylvania. Immediately following receipt of your order, you will be sent an order confirmation via email. This email will include an itemized list of the charges. Any discounts or gift certificates that may have been applied will be reflected in the email you receive.
Was my discount/promotion code applied?
If you were eligible for a discount on your order as a result of an ongoing promotion at framefit.com, rest assured that it was applied on the back end before processing your order.
What are the advantages of registering?
Becoming a registered framefit.com customer offers you a growing number of personalized benefits to make shopping with framefit.com faster, easier, and more intuitive. These are free services, which include the following benefits:
Save Time! You'll never need to enter your personal information again.
You'll be able to track orders online and view your order history.
You'll enjoy discounts and exclusive offers from framefit.com.
You'll receive new product updates, contest notifications, helpful information and money-saving offers.
What if I forgot my password?
If you have already registered and do not remember your password, we can send it to you. Click here.
Why isn't your site working with my browser?
Ordering from our site does not require the latest and greatest technology, but it does require that you're using an SSL compliant browser (this means it has a "secure" mode.) Web TV and some browsers behind company firewalls cannot support secure ordering. Furthermore, our site requires the use of Javascript and Cookies throughout the site. If you have disabled Javascript or Cookies within your browser, your shopping experience at framefit.com will be problematic.
For best results, we recommend using Netscape Navigator 4.79 or later, or Microsoft's Internet Explorer 6.0 or later. For AOL users, we recommend the 8.0 or later AOL browser for PC's/Macs. Click one of the following links if you'd like to download a new version of Netscape, Internet Explorer or AOL.
Why is my basket empty?
If the products you select are not showing up in your basket, one of two things is probably happening. You may not be fully adding the product to your basket or your browser may not be set up to work properly with the basket. [See the previous question.]
First, when you select a product, make sure you click on the "Add To Cart" button. This should add that product to your basket. (You can confirm this by clicking on the "Shopping Cart" link which is in the top navigation bar and the left-hand navigation bar on every page.)
If your product is showing in your shopping cart but you are having difficulty with the "Checkout" process, your browser could be set up with "Javascript" or "Cookies" disabled. This site uses Javascript and Cookies for data validation only, so there is no security risk in enabling either of them. You can change your browser option to enable javascript/cookies in the preferences menu selection for your browser. Or, you can place your order over the telephone by calling 1.800.523.3693.
I have a defective product that is still under the manufacturer's warranty...how do I return it?
All of the products sold at framefit.com have a limited lifetime warranty against defects in materials and workmanship. Although framefit.com makes a concerted effort to be certain that all merchandise is free of defects before it leaves the warehouse, occasionally a defective item does get mistakenly shipped.
We will replace defective items with the same product, where available. If an exact replacement is not available, we will replace the product with a like item or suitable substitute. For replacement, the product must be returned to the manufacturer, in accordance to their warranty policies, freight prepaid. Items damaged due to abuse, misuse, or neglect will not be eligible for replacement or accepted for return. A customer service representative will assist you if you have further questions.
Product Returns.
To return a package, include a copy of/original packing slip that was sent with the order. If the packing slip is not available, please include a personal letter with your exchange information.
Please make sure the box is securely wrapped and be sure your package is insured and prepaid. framefit.com will not pay the shipping charges on returned items. We will make every effort to speed delivery of your exchange. Please allow a minimum of 3 weeks to process your request.
Direct questions on product returns can be made by calling 1.800.523.3693 or emailing us at support@framefit.com regarding the item(s) you would like to return.
For more information on the complete framefit.com product return policy please click here.
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