FAQs

1: How do I place an order?

Simply browse our collection, select your items, and click "Add to Cart." Follow the checkout prompts to enter your shipping details and complete your payment.

2: Do I need an account to shop?

No, you can check out as a guest. However, creating an account allows you to save your details for faster shopping next time.

3: Can I change my shipping address after ordering?

We can update your address if you contact us within 12 hours of your purchase. Once the order is processed, we cannot change the destination.

4: I didn't receive an order confirmation email. What should I do?

Please check your "Junk" or "Spam" folder. If it's not there, email us at contact@frenchstore.co  and we will resend it.

5: Can I add items to an existing order?

Once an order is placed, we cannot add items. Please place a new order for the additional products.

6: How do I know if an item is in stock?

All items visible on the website are in stock unless marked with a "Sold Out" badge.

7: Can I cancel my order?

Cancellations must be requested within 12 hours of purchase. Please refer to our [Refund Policy] for more details.

Category 2: Shipping & Delivery

1: Where do you ship to?

We currently ship exclusively to the United States 🇺🇸 , Canada 🇨🇦 , and the United Kingdom 🇬🇧 .

2: How much is shipping?

Shipping is 100% Free for all customers in our supported countries.

3: How long is the processing time?

It takes 1–3 business days for us to pack and dispatch your premium pet essentials.

4: What are the delivery times for the UK?

Typically 4–8 business days.

5: What are the delivery times for Canada?

Typically 7–10 business days.

6: What are the delivery times for the USA?

Typically 6–12 business days.

7: Do you ship to P.O. Boxes?

We recommend using a physical residential or business address to ensure the fastest delivery.

8: My order is late. What should I do?

While delays are rare, please contact us if your order hasn't arrived within 15 business days. Check our full [Shipping Policy] here.

Category 3: Tracking & Logistics

1: How do I track my order?

Visit our [Track Your Order] page and enter your Order Number and Email address.

2: When will I get my tracking number?

As soon as your package is scanned by the carrier (usually 1–3 days after purchase), an email will be sent to you.

3: The tracking shows "Not Found" or "Pending." Why?

It takes 48 hours for the carrier’s system to update. Please check again the next day.

4: Why is my tracking stuck in one location?

This often happens when a package is clearing customs or moving between international sorting centers. It does not mean it is lost.

5: My package says "Delivered" but I don't have it.

Please check with neighbors or your local post office first. If it’s still missing, contact us within 48 hours.

6: Do you ship Worldwide ?

No we do not ship worldwide currently we only offer shipment to USA 🇺🇸 , Canada 🇨🇦, UK 🇬🇧.

7: Is there any Duty&Tax ?

No, we offer Duty&Tax free shopping experience we do not charge any kind of tax.

Category 4: Returns & Refunds

1: What is your return window?

You must notify us within 48 hours of delivery if you wish to return an item.

2: Are returns free?

The customer is responsible for the return shipping costs, unless it’s our mistake.

3: Where do I send my return?

We have return centers in Asturias, Spain and Montréal, Canada. Contact us for the specific address for your region.

4: Can I return after receiving a product ?

Yes. For hygiene and safety reasons, we only accept unopened and unused items in their original packaging.

5: How long does a refund take?

Once we receive and inspect your return, refunds are processed within 5–7 business days.

6: What if my product is faulty?

If the product is defective, we will send a replacement. Please see our [Refund Policy] for evidence requirements.

7: Do I need to use tracked shipping for my return?

Yes. If the return is lost in the mail and you have no tracking, we cannot issue a refund.

8: Can I get a refund if I simply changed my mind?

As per our [Return Policy], we do not offer refunds or exchanges for "change of mind" if the order was fulfilled correctly.

Category 5: Product Quality & Care

1: Are your products BPA-free?

Yes, all our pet hydration products, are made from high-quality, BPA-free materials.

2: How do I clean the 2-in-1 bottle?

We recommend hand-washing with warm soapy water to maintain the premium finish.

3: Is the water bottle leak-proof?

Yes, our bottles feature a secure silica gel seal ring and a locking key to prevent leaks in your bag.

4: Are these products safe for all dog breeds?

Absolutely. Our essentials are designed for dogs of all sizes, from Chihuahuas to Great Danes.

5: Where are your products manufactured?

We partner with top-tier global manufacturers who meet our strict quality and safety standards.

Category 6: Payments & Security

1: What payment methods do you accept?

We accept Visa, Mastercard, AMEX, Apple Pay, Google Pay, and Shop Pay.

2: Is my payment secure?

Yes, our store is powered by Shopify with Level 1 PCI DSS compliant encryption.

3: Do you save my credit card information?

No, we never see or store your private payment data.

4: Why was my payment declined?

Please ensure your billing address matches your card's registered address or try a different payment method.

5: Can I pay in my local currency?

Yes, our store automatically converts prices to your local currency for a better shopping experience.

6: Do you offer "Buy Now, Pay Later"?

Currently, we offer standard secure payments, but we are looking into adding installment options soon.

Category 7: Support & Contact

1: How do I contact customer support?

Email us at contact@frenchstore.co or use our [Contact Us] page.

2: What are your support hours?

We offer 24/7 email monitoring.

3: How fast do you respond?

Our goal is to respond to every inquiry within 12 hours.

4: Do you have a phone number?

To keep our service fast and documented, we handle all support exclusively via email.

Category 8: Legal & Privacy

1: Where can I read your Privacy Policy?

You can view our full [Privacy Policy] to see how we protect your data.

2: What are your Terms of Service?

Please visit our [Terms of Service] page for the legal rules of our store.

3: Do you use cookies?

Yes, we use cookies to improve your shopping experience. Details are in our [Privacy Policy].

4: How do I unsubscribe from marketing emails?

Click the "Unsubscribe" link at the bottom of any of our emails.

5: Are you GDPR compliant?

Yes, we strictly follow data protection regulations for all our European and international customers.