Frequently Asked Questions
All sales are final unless otherwise indicated herein or otherwise displayed prior to completion of your order of the applicable product. However, in the event there is a defective product, our policy terms are replacement upon notification by the customer and approval by Customer Service. We will send the customer a replacement of the same product after the defective product is received per the Returns and Exchange Instructions, assuming said product is still in stock, or issue a refund of the Defective product(s).
If you have received damaged, defective or incorrectly shipped merchandise, please follow the Returns and Exchange Instructions. We will gladly replace the merchandise without additional charge or, at our option, provide you with a full refund.
The shipping/handling cost and delivery time of your order depend on your address and the shipping method you choose. To find out this information now, add a product to your Shopping Basket, click Checkout which appears at the top of every page, then enter your address. Several shipping methods will be listed on page 2 of Checkout. You can choose the one you want or you can click the 'Back' button on your browser so no order will be created. You can also delete any product from your Shopping Basket and go back to checkout later.
If our server can not automatically determine the available shipping methods to your address, only one shipping method will be displayed. It will be 'Other (Please contact us to give instructions)'. You can select that method at Checkout then later contact us by email for available shipping methods.
ESTIMATED DELIVERY TIME
During Checkout, please read the listed shipping methods carefully. Each method shows an estimated delivery time for your order to arrive. Each estimate is specified in business days. Business days are Monday through Friday only, no holidays. Each estimate includes the actual transit time plus the order processing time in our warehouse. Do not assume that your order will arrive sooner than the estimated delivery time! If you need faster delivery, please select a faster shipping method. (See Expedited Shipping Options below for our fastest shipping methods.)
We make every effort to ship your order quickly without errors. Expedited orders ship within 1-2 business days (not including holidays) after being placed. Orders having slower shipping methods may take longer to ship, and they might be sent to our sorting center first before being shipped directly to you. Most international orders will be sent to our sorting center before being shipped directly to you. In any case, more than 98% of all orders shipped arrive within their estimated delivery time.
Orders placed after 3:00 PM CST will be processed as having arrived at 9am the next business day. Example: If you place an order on a Monday evening and choose 'UPS Ground (4 to 10 Work Days)', it will enter the system on Tuesday morning and the clock will begin to run from that time. It will then arrive on the next Monday at the earliest (4 business days) and as late as the Tuesday of the week following (10 business days). If there were an intervening holiday, it could arrive as late as Wednesday of that week.
Still Need Help
Please be advised that it may take up to 1 business day for all customer service responses. When filling out the Customer Support form, please include your order number, if applicable, so that we may serve you faster.
NOTE: If you do not receive a CS response, please check your "Junk" or "Spam" folders as some email providers may reject responses from Fret Twelve Support.
You may also reach us via email at [email protected] or write directly to the address below. Fret 12 600 W Van Buren St Suite 1010 Chicago, IL 60607