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!