Shipping Policy
Last updated: September 15, 2026
At Framoro we want you to know where your order is from the moment you place it. This policy applies together with our Returns & Refunds Policy — please read both before you order.
1. Delivery timeframe
Processing — the time from your order being confirmed to the package leaving the fulfillment center — takes 1–3 business days. Transit with the carrier takes an estimated 3–5 business days, so allow 4–8 business days in total. Orders are prepared Monday through Friday, excluding federal holidays; an order placed at the weekend enters processing on the next business day. During unusually high order volumes and the run-up to the holidays, processing can take up to 2 additional business days.
Hawaii and Alaska take longer: service to and from the islands typically adds 5 to 7 business days on top of the standard window. Delivery estimates are estimates based on carrier performance, not guaranteed dates: carrier delays, severe weather, holidays and customs processing can push them out. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 7 explains what we do when a package is late or lost.
2. Where we ship and what it costs
We ship throughout the United States, including Hawaii, Alaska and APO/FPO addresses; we don't currently ship internationally. Shipping is free on all orders — no minimum spend, no surcharge for Hawaii, Alaska or APO/FPO addresses, and nothing collected on delivery. We ship with UPS and USPS, and every order is tracked.
3. Order confirmation and tracking
You'll receive an order confirmation immediately, and a shipping confirmation with your tracking number once the package leaves the fulfillment center. Allow 2–5 business days for the first scan to appear — a tracking page that hasn't updated in the first days is normal, not a sign that something has gone wrong — and updates can be less frequent while the package moves between carrier hubs. If your tracking hasn't updated for 10 business days, contact us and we'll check with the carrier.
4. Orders shipped in more than one package
Items ship from the fulfillment center that holds them, so an order with several items may ship in separate packages on different days, each with its own tracking number and email, at no extra charge — you're only charged for the items in your confirmed order. A package arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.
5. Order changes and cancellations
Every order is transmitted to our fulfillment center automatically and enters processing within minutes. For that reason an order can only be canceled or changed within 5 minutes of being placed — after that we're no longer able to stop, change or retrieve it. Please double-check your items, sizes, colors and shipping address before you confirm.
To cancel within the 5-minute window, email support@framoro.com right away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that reach us after 5 minutes can't be processed as cancellations — this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.
The processing time in section 1 is the time the fulfillment center needs to prepare your package; it isn't a period during which the order is on hold.
If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns center in the United Kingdom, at your own cost. Refusing or not picking up the package doesn't cancel the order (see section 6).
6. Your shipping address, undeliverable and unclaimed packages
Please check your address carefully at checkout — an incorrect or incomplete address is the most common cause of a delayed delivery. Include any apartment or unit number and ZIP code, and add a phone number for the carrier. Address changes are only possible within the 5-minute window in section 5; after shipment, carriers can't redirect a package to a different address.
Packages that can't be delivered because the address was incorrect or incomplete, or that aren't collected from a hold location within the carrier's timeframe, are returned to the carrier's origin facility. This isn't a cancellation or a return. Once the package has reached the fulfillment center again we can reship it at cost, or refund the order minus the carrier's charges for the failed delivery and return.
Refusing a package at the door doesn't cancel your order, and isn't treated as a return: refused packages go to the carrier's origin facility rather than to our returns center and often can't be recovered, so a refund can only be considered once a package has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.
7. Delayed or lost shipments
Every order is tracked, and we monitor shipments for anything that stalls. If tracking shows no movement for 10 business days, or your package is more than 7 business days past the estimated delivery window (allowing for the extra Hawaii and Alaska transit time), contact us with your order number. We'll open the investigation with the carrier ourselves, which can take up to 10 business days. If the carrier confirms the package is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
8. Package marked as delivered but not received
Check the usual places first — porch, mailbox, side entrance, garage, household members, neighbors and building management — and review the carrier's proof of delivery; carriers sometimes scan a package shortly before the final handoff. If it hasn't turned up, contact us within 7 days of the delivery scan so we can file a claim with the carrier. We look into every case; where the carrier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the carrier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 12 applies.
9. Damaged on arrival
If your order arrives damaged, keep the outer packaging until the claim is resolved and email us within 3 business days of delivery with your order number and clear photos of the item, the packaging and the shipping label. We need the photos within this period because the carrier's own claim window is just as short; we're unable to accept claims without photos or after 3 business days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 7).
10. Ordering for a specific date
Buying as a gift for a birthday, holiday or another occasion? Order well ahead of the date you need it — our window runs 4 to 8 business days, longer to Hawaii and Alaska, and carriers run slower in December. We can't guarantee arrival before a specific date, and a delivery that misses an occasion isn't a defect or a reason to cancel.
11. Sales tax and duties
All prices are shown in US dollars, with applicable tax calculated at checkout based on your shipping address. The total at checkout is the total you pay — no customs charges, no handling fees, and nothing collected on delivery.
12. Shipping Protection
Shipping Protection is an optional service you can add to your order at checkout. It covers your package against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.
The Shipping Protection fee is non-refundable once your order has shipped — including if you return the order, or part of it, later. It is only refunded when an order is canceled within the 5-minute window in section 5.
13. Customer service
Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and holidays. We reply within one business day.
Email: support@framoro.com