We partner with reliable national carriers to offer multiple domestic and international fulfillment options. This document outlines our standard shipping methods, address restrictions, and warehouse pickup information.

1. Standard Ground Shipping

We utilize FedEx Ground, UPS Ground, and USPS Ground Advantage for standard domestic transit.

• Transit Time: Expected delivery is 2–5 business days. Most customers receive their orders within 3 days, with the sole exception of West Coast states.
• Address Restrictions: FedEx and UPS ground networks require a physical street address. Only USPS Ground Advantage can deliver to P.O. Boxes.

2. Expedited Shipping Services

UPS Priority and FedEx Express Services are our preferred methods for all time-sensitive orders.

• Address Restrictions: These carriers strictly require a physical street address. No P.O. Box deliveries are allowed.

3. P.O. Boxes, APO, and FPO Shipments

We route all specialized domestic mail exclusively through the United States Postal Service network.

• Carriers: We utilize USPS Express and Priority for all P.O. Box, APO, and FPO shipments.

4. International Shipping Logistics

All international orders are processed under strict self-arrangement guidelines.

• Shipping Terms: All International orders require shipping to be arranged by the customer (Shipping Terms ExWork) from our Warehouse.
• Arrangements: The customer is entirely responsible for coordinating shipping. Package weights and dimensions will be provided upon request once the order is placed.

5. Warehouse Location

All shipments originate from our main dispatch and fulfillment facility:

Froggy's Fog
1536 N Main St.
Mt. Pleasant, TN 38474

At Froggy’s Fog, we take great care in packaging and shipping every order. Despite our best efforts, items are occasionally damaged in transit. This policy explains how we handle damaged shipments and how re-shipments work.

1. Reporting a Damaged Shipment

If your order arrives damaged, please notify us within 7 calendar days of the delivery date.

To file a damage claim, contact us at shipping@froggysfog.com and include:

• Your order number
• A description of the damage
• Clear photos of the damaged item(s)
• Photos of the shipping box and packaging materials (interior and exterior)
• A photo of the shipping label, if possible

Please keep all original packaging until your claim is resolved. Carriers may require inspection of the packaging, and discarding it may delay or invalidate the claim.

Claims submitted after 7 days of delivery may not be eligible for a free replacement, though we will review late reports on a case-by-case basis.

2. Claim Review Process

Once we receive your claim, our team will:

1. Acknowledge your claim within 1 business day
2. Review the photos and order details
3. Approve or request additional information within 2–3 business days

In most cases, you will not need to return the damaged item. If a return is required, we will provide a prepaid return shipping label at no cost to you.

3. Resolution Options

For approved damage claims, you may choose one of the following:

• Free re-shipment of the same item(s), shipped at no additional cost
• Full refund to your original payment method, including original shipping charges
• If the damaged item is out of stock, we will offer a comparable replacement or a full refund.

4. Re-Shipments

Processing Time. Approved re-shipments are processed within 1–2 business days and shipped using the same or faster shipping method as the original order, at our expense.

Tracking. You will receive a new tracking number by email once the replacement ships.

Re-Shipment Limits. We will re-ship a damaged order one time at no cost. If a replacement shipment also arrives damaged, we will issue a full refund and work with you to determine whether an alternative delivery method or address is advisable.

5. Lost or Missing Shipments

Stale Tracking Numbers. If a tracking number stops updating (becomes stale), we will monitor it for 7 business days from the last tracking movement. If the tracking number does not move within those 7 business days, we will process a re-shipment of your order at no cost to you. We may also open a trace with the carrier during this period; the trace does not delay your re-shipment.

If a package with stale tracking is later delivered after a re-shipment has been sent, we will contact you to arrange return of the duplicate shipment at our expense, or you may keep it at a discounted price of 10% of the original advertised price.

For packages marked “delivered” but not received, we may ask you to check with
neighbors, household members, or your building’s mail area, and to allow 72 hours, as
carriers sometimes scan packages before actual delivery. If after 72 hours the package has
not arrived, contact our customer service team and we will discuss alternative shipping
solutions.

6. Exclusions
This policy does not cover:
• Damage caused after delivery (e.g., during unboxing or use)
• Damage reported more than 7 days after delivery, except at our discretion
• Items shipped to a freight forwarder or third-party shipping service — risk of loss
transfers upon delivery to the forwarder
• Orders with an incorrect or incomplete shipping address provided by the customer
(see Section 7)
• Normal cosmetic wear to outer packaging when the product itself is undamaged

7. Address Errors and Failed Deliveries
If a package is returned to us due to an incorrect address provided at checkout, refused
delivery, or repeated failed delivery attempts:
• We will contact you to confirm the correct address
• Re-shipment is available for the cost of the new shipping fee
• Alternatively, we can refund the order minus the original shipping cost
If we made the address error, we will re-ship at no cost to you.

8. Contact Us
Questions about this policy or an existing claim?
• Email: sales@froggysfog.com
• Phone: 615-469-4906, Mon–Fri, 8am–4pm CST
• Contact form: https://www.froggysfog.com/contact-us

Please include your order number in all correspondence for faster service.

Froggy’s Fog, LLC reserves the right to update this policy at any time. The policy in effect on your order date
applies to your order.