ORDERING
Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:

Quick checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions
What if I forgot my password?
On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.

What if I typed the wrong email address?
Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.

Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX)  payments. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.

How secure is my online order?
When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

How do I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

Any cancellation made after an order has been placed will be subject to a cancellation fee of 30% of the Total Price regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please note that any orders that have already been packed or shipped cannot be canceled.

How do I set my shipping address?
Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".

Can I change my shipping address after placing an order?
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination's customs department will have the package on hold.

When will my order arrive?
The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.

How do I track my order?
We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number one day after we have shipped your order.

Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

What Do I Do If I Have Missing Items In My Order?
If something is still missing, please contact us immediately.

SHIPPING AND CUSTOMS

When will my order be processed?
All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons.

We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

How will my order be shipped?
For shipping methods, please read our Shippings page.

RETURNS

How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) I received is defective/incorrect/damaged?
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

WHEN WILL MY ORDER BE PROCESSED?
We want to make sure you get your items as quickly as possible. When ordering please make sure you select the correct model and color because we cannot modify your orders. Modifications or cancellations cannot be made once the order is in the system.

Orders will be processed within 2-5 business days of ordering and be shipped the next day after the processing day.

All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons.

SHIPPING CONFIRMATION

A shipping confirmation is emailed to you as soon as your purchase has been shipped, which will allow you to track the status of your shipment. Shipping costs are dependent upon the weight of the package and delivery location. Customers are responsible for customs duties and taxes for all International orders.

TRACKING

As the receiver it will be your sole responsibility to track your order and submit necessary requirements to the customs or courier otherwise if the order has been tagged as return to sender or unsuccessful delivery due to the receiver not being able to follow-up or have not submitted the necessary requirements or notification to the courier, we are not able to process any refund or replacement for free and you may need to place the order again.

DELIVERY

Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.

Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected.

TAXES & DUTIES

Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the specific destination.

Payment of these charges and taxes is the responsibility of the recipient and will not be covered by us here at shopoem Cross-border E-commerce Limited Company.
. For further details of charges, please contact your local customs office.

CUSTOMS & REGULATIONS

You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country.

FOREIGN TRANSACTION FEES

If your credit card account is in a currency other than US Dollars, you may be charged at a different exchange rate than what is quoted on our website. You may also be subject to a foreign currency transaction fee. These fees are determined by your bank's pricing and transaction fee policies. We are not responsible for the exchange rate of any charges your bank or issuing credit card company may charge you. For further details of foreign transaction fees, please contact your bank.

Our store prices are shown in your local currency, but in USD when you checkout. All transactions will be handled in USD through Stripe at the checkout page.

CANCELLATION/CHANGES

If you need to change or cancel your order, please contact us immediately. We process and ship orders quickly (we’re fast!). Once our warehouse has processed your order, we will be unable to make any changes.
Please note that any orders that have already been packed or shipped cannot be canceled.

RETURNS

To initiate a return, please contact us at service@frinoxio.com with your order number.

Return instructions and the return address will be provided by our customer support team. Unauthorized returns will not be accepted.

Unless the item is defective or incorrect, customers are responsible for return shipping costs. Original shipping fees are non-refundable.

Right of Withdrawal (EU Customers)

If you are a consumer based in the European Union, you have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days from the day you receive the goods. To exercise your right of withdrawal, please contact us at service@frinoxio.com before the deadline

Refunds will be issued within 14 days after we receive the returned item, using the original payment method Free Shipping (Untracked)

Customers who select Free Shipping (Untracked) acknowledge and agree to the following: Only a shipping confirmation is provided; tracking information is not available. Delivery cannot be guaranteed due to the untracked nature of the service

If the order is not delivered within 60 days, the case will be escalated to our support team and a full refund will be issued

�� Recommendation:
For orders over $75 USD, we strongly recommend selecting Standard Shipping (Tracked) to monitor delivery status until completion.

RETURN ELIGIBILITY

If you are not satisfied with your purchase or experience any issues, please contact us within 7 days of receiving your order.

We recommend resolving all return requests within 30 days.

If you receive an item that is missing, incorrect, or not as ordered, please notify us within 24 hours of delivery and provide clear photos.

CONTIDIONS FOR RETURNS

Returned items must meet the following conditions:

Unused and in original condition
Returned in original packaging
Includes all accessories, manuals, and documentation
Returns will not be accepted if items show signs of:

Use, damage, stains, or alterations
Broken seals or removed protective films
Custom or personalized items are non-returnable and non-refundable.
We reserve the right to refuse any return that does not meet these conditions.

NON-RETURNABLE ITEMS

The following items are not eligible for return:

Items not purchased directly from https://frinoxio.com/
Items damaged due to misuse or improper handling
Incorrect purchases made by the customer
Returns without proof of purchase
shopoem reserves the right to refuse any return request.

Defective, Incorrect, or Damaged Items

If you received a defective, incorrect, or damaged item, please contact our customer support team and provide:

Order number
Proof of purchase
Photos or videos of the issue (if applicable)
Full shipping address
Contact phone number
Additional documentation may be required to process refunds or replacements.

Return Processing Time

Please allow up to 14 business days for return processing after we receive your returned item.

Once your return is processed, you will receive a confirmation email.

Defective items: Full refund

Non-defective items: Refunds exclude shipping and handling fees

REFUNDS

All refunds will be issued to the original payment method.

If you paid by credit or debit card, refunds may take up to 14 business days to appear, depending on your card issuer’s processing time.

If you have not received your refund, please contact your bank or card issuer directly.

Order Modifications & Cancellations

If you need to modify or cancel your order, please contact us as soon as possible and provide your order number and requested changes.

Order cancellations are subject to a 30% cancellation fee due to payment processing costs

Cancellation fees apply regardless of how soon the request is made

Orders that have been packed or shipped cannot be canceled

Contact Us

For any questions regarding returns, refunds, or order changes, please contact us at:
��service@frinoxio.com