How long does it take for home delivery?
Our delivery service may take up to 10-15 business days, due to processing and shipping procedures here at FrankRolls. If you have any questions about your products arriving on time, please contact us for any questions you may have.
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain frankrolls.com to your safe senders list.
I'm new, how do I order?
The FrankRolls Team goes into great lengths to ensure your shopping experience is as easy and secure as possible!
Use our blog as a reference point to the kind of difficulty you would like to place yourself. In terms of fitness readiness.
Below, you will find products that will match the kind of program you plan to use. Information is available on our product page. Description, images, and other specifications.
You can checkout as a guest or a new user. Stay tuned for new updates here at FrankRolls!
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server.
This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.
Which credit cards do you accept?
We currently accept the following credit cards on www.frankrolls.com, in our retail stores and on telephone orders – Mastercard, VISA, Switch/Maestro, Visa Debit, Delta and Electron.
What currencies can I use?
Depending on the frankrolls.com site, the currency will display as USD.
How do I apply a promotional code?
You can add a valid promotion code in the Basket.
Can I use a different payment method?
Yes. You can use PayPal to pay for goods. We do not accept cheque or store cards.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
How do I know if my order was successful?
You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.
It says out of stock on your website for my part. How long will it take to get in?
Items which are ‘Out of Stock’ vary in timescales to get them back in stock. To get an estimate time please email us on our contact us page
Where is my order?
Most of our deliveries are sent via UPS and we will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account
How can I make a complaint?
In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact us on our page on how we can improve our services.
Is it possible to change the address/cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.
Why does my order state available, and then find out I have to wait extra days for delivery?
We sell some item we do not stock, but available to order. This is indicated on the part itself, just under the price of the product. Please be aware, if your order consists of out of stock products, we will send out what we have in stock and the rest as soon as we get it (except international deliveries).
Why am I missing an item in my delivery?
There could be a number of reasons why an item is missing in your delivery: The item is temporarily out of stock Does your invoice have TO FOLLOW written where the part number should be (shows where the part number should be on an invoice)? Then we are currently out of stock of the product, and will be sending this part out to you on a priority. The item was dispatched separately The item could have been dispatched separately due to the extra care and attention which is required. The item was classed as a dangerous good Dangerous goods may be handled separately, due to the delicate nature of the product.
Can I have an update on my order status?
You can get an update on your order status by checking your order in your My Account section. You will need to sign in to access this area
I have a new email address, and I am unable to reset my password. How do I change my password?
We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.
How do I return an item?
For information on returning an item please contact us and leave us a brief description in regards to your return.
Can you confirm you have received my return?
We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email.
How long will it be before I get a refund?
Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.
What do I do if I have received a damaged item?
The FrankRolls Team takes great care in packaging, processing, and shipping goods to our customers. We know that somethings things can go wrong and we understand that you want this refund process as easy as possible.
Email us directly at email@example.com so that we may process your claim as soon as possible.
Who pays for return postage?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Why have you not refunded the original delivery charge?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
How do I make a complaint?
If you are not happy about any service we offer or you have a general comment, feel free to write to us on firstname.lastname@example.org