Whether you want to cancel an order, find out about international shopping or learn about online privacy and security, we’ve got the information you need for online orders.
Will I receive a confirmation of my order?
Yes, upon completion of the checkout process a confirmation email will be sent to you the email address you provided during the checkout. If you do not receive it, please check your spam folder. If you continue to have issues please contact our cutomer service department for assistance.
An item is missing from my shipment
Please check all packing materials to make sure the item was not overlooked. If you are unable to locate the missing item, contact our customer service department by phone at (514) 705-3366 or send a message at firstname.lastname@example.org. Be sure to list your order number for this shipment.
My order never arrived
Tracking information is updated in your online account each night and emails are sent directly from the shipping couriers. If your order displays your package tracking number(s), check with the shipping carrier to confirm that your package(s) were delivered. If your tracking indicates the package was delivered but you are not in possession of it, please contact our customer service for further assistance.
How do I change items or cancel my order?
Please contact customer service as quickly as possible to cancel or change your order and we will make every effort to see these changes are made prior to your order shipping. Unfortunately, we cannot make changes to an order once it is shipped.
When will I be charged for my order?
If you’re in the US or Canada you will be charged when we ship your order. We will update you with a shipping confirmation email at that time. A pre-authorization may be placed on your credit or debit card when you submit your order, but we don’t process the payment until the order has been shipped. For international shipping, your credit card will be charged immediately. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped.
Has my order shipped?
Click the Track Order link and fill in your order number and email address and click the submit button. If you have further questions or concerns, please contact customer service for further assistance.
If I placed an order, can I change the size or add an item to it?
Unfortunately once an order is placed, it cannot be altered. You must place a new order. We may be able to cancel your old order if it is not being processed for shipment.
When will my credit appear on my account?
Refunds can take up to a full billing cycle to appear on your account from the time they are issued, but in most cases, they post within 3-5 business days.
Do you collect sales tax?
We calculate and collect sales tax for orders shipping within Canada.
Why should I become a registered user?
You won’t have to re-enter your credit card, shipping or billing information; when you place an order they will be filled in automatically. Click here to register now.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express credit cards, and Bank Wire Transfer. All prices on our site are in U.S. dollars (USD).
Is ordering over the internet secure?
Yes. Francombat® takes many active steps to ensure the absolute safety of your credit card and personal information. We process all credit card sales via a fully secured and reputable third party payment processor. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our e-commerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid. We do not keep credit card information on record. No card information is saved and remains the private property of the card holder at all times before, during, and after the product purchase.
When will products be restocked?
At this point in time, we cannot predict when or if products will be restocked. As a new and blossoming company we will try to restock the most desired products but also seek to improve and innovate new products for you on a consistent basis. Thank you for your understanding!
Do you offer wholesale?
Our products are shown here at retail price, and we also offer whole accounts to qualified schools, gyms, and retail outlets. Please inquirie with us here.
Questions about shipping? Check here for the answers.
Where does my order ship from?
All orders placed on our US and international sites ship from our warehouse in Los Angeles, California. Orders placed on our Canadian site ship from Montreal, Quebec.
How long will shipping take?
Delivery can vary based on location and shipping option chosen. Our standard ground service maps are below:
When will my order be shipped?
Orders generally process and ship in 1-2 business days, excluding weekends and holidays. Delivery can vary based on location and shipping option chosen. A standard delivery of 7-21 business days for international shipping. Additional duties and taxes will be charged at the time of delivery. For time sensitive orders, please contact our Customer Service Department. Occasionally we need more information from you before we can ship an order, this may be related to the shipping address or payment method provided, in this case we will contact you as soon as possible to acquire the information needed, unfortunately in these cases, shipping delays may occur. Once your order is shipped, you will receive an e-mail confirmation.
How long will it take my domestic (U.S) orders to get to me?
All domestic orders within the US are shipped either via UPS Surepost or UPS Ground. Surepost generally takes 4-8 full business days, and the final delivery will be made by USPS to your mailbox or doorstep. Ground takes about 1-4 full business days from the time it leaves the Alphalete Headquarters. Once you receive your initial shipping confirmation email, our next step is to print and package your merchandise. At this time your package is only being prepared for shipment. Please allow 1-2 additional days during launch weeks. Orders will not be shipped out on holidays, they will be shipped the following business day.
You can sign up for UPS MyChoice for live updates/tracking and to upgrade your package at any time!
How long will it take my international order to get to me?
International orders are shipped via UPS or Standard International – Mail Innovations. UPS Worldwide generally takes 3-4 business days, and mail innovations takes 8-14 business days. Mail innovations moves through your country’s local post network for final delivery. Your shipment may take a little longer when going through customs, depending on your country’s policies. We do not control customs fees or policies and our shipping does not cover these fees. When you first receive your initial shipping confirmation email your label has been printed and is being prepared for shipment and it has not yet been received by the courier. Please allow 1-3 additional days during launch weeks as the volumes are extremely high. Orders are not shipped out during holidays. They will be sent the following business day.
Why is there a customs fee included with my international order?
Customs fees are not covered in the shipping costs that are charged by Francombat®. Customs policies vary from country to country and unfortunately we have no control over how your country determines customs fees. To find out how not to be charged customs fees, contact your local customs office for more information. Most countries allow up to a certain value of goods into the country without any additional duties and taxes. Please note that no matter whom the carrier is, U.S. Postal or private, the laws and rules are the same for everyone. Each country is different and each carrier handles these issues differently when clearing customs. UPS/Mail Innovations ship’s all international orders, as they guarantee your package’s delivery within 3-4 business days, and will contact you to pay the fees before delivery.
What are your shipping rates?
Our shipping rates are based on UPS published rates. Rates will vary due to location and method chosen at checkout.
How do I track my order?
Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.
Do you ship to PO Boxes or APO/FPO addresses?
Yes – USPS ships to both.
What countries do you ship to?
We ship worldwide. Shipping costs will be calculated during checkout process.
Questions about returns or exchanges? Check here for the answers.
What is your return/exchange policy?
New merchandise (not washed, worn, altered or soiled), suitable for resale, may be returned for exchange or refund within 14 days of receiving your purchase. All returns must be in original packaging, with all tags attached, or they may be subject to a 20% restocking fee. Customer is responsible for cost incurred for returning product and, for exchanges, once Francombat® receives the returned merchandise the exchange will be shipped to you. For sanitary reasons, mouth guards, protective cups, compression shorts/pants, underwear, socks, elevation training masks and undergarments cannot be returned, even if they are brand new. All returns or exchanges will be at the discretion of Francombat®. Please email email@example.com for exchanges or returns.
If you purchased your Francombat® products from a third party retailer, please contact them for any returns or exchanges.
What is my product is defective?
All Francombat® products carry a 30 day guarantee against manufacturer’s defects. If you experience an issue within this time period please contact firstname.lastname@example.org. Any defective products outside this time period are reviewed on a case by case basis. Francombat® reserves the right to request the return of defective merchandise for inspection.
Where do I ship my return/exchange?
All returns and exchanges must be accompanied by a Return Merchandise Authorization (RMA) number. To obtain your RMA number, click the REQUEST RMA link at the bottom of this page. Any items returned to us without a pre-authorized RMA number will be returned, post-paid shipping. Purchases made via the online store must be returned to the address listed on the packing slip included in your package. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.
Please send all returns, with the packing slip/order number included, to:
1335 N. La Brea, Suite 2168. Los Angeles, California 90028.
When will my credit card be refunded?
Once your package has been received, your refund or exchange will be processed within 14 business days. If you are due a refund, a credit will be issued in the original form of payment and will be notified via email when this transaction has taken place. Please be aware that the credit may not show up until one or two billing cycles on your credit card.
What is customer satisfaction?
We take pride in the quality of our products. If you have experienced anything other than this please contact our customer service team by clicking here.
How can I become a Francombat® sponsored athlete and/or ambassador?
If you think you have what it take to become a Francombat®, please contact us.
If you have any problems or issues that are not covered on this page, please contact us and we will get back to you as soon as possible!