FAQs
Product Information
Can I get a different size or color than what is offered in the store?
Unfortunately, the only colors and sizes available for specific products are the ones offered through the web-store.
My favorite item is sold out. When will you be restocking?
We restock items in our store on a case by case basis, usually based on consumer demand. Often times, the product is sold out and will not be restocked in the foreseeable future. Please keep an eye on the store and Frank & Buck's social media platforms for new product releases in the coming months. For more information, please feel free to contact our customer care team by clicking "Submit a Request" in the upper right corner of this page or email us at [email protected].
How do I take care of my F&B?
Everyone wants to keep their Frank & Buck lookin' fresh and swell, so here's how we suggest doing just that.
TIES:
- To spot clean your tie, the best way is to simply get a wet washcloth and gently scrub on the stain. If needed, use a bit of laundry detergent or dish soap with the wet washcloth.
- Dry cleaning works well.
- We do not recommend machine or handwashing your Frank & Buck tie. These are handmade products that have an inner lining that is not the same as our cotton fabric ties and will dry unevenly.
BANDANAS, POCKET SQUARES, AND HAIR TIES:
- Our bandanas, pocket squares, and hair ties are some tough but good-lookin' accessories. Feel free to spot clean, hand wash, dry clean, or throw your Frank & Buck in the washer and dryer. Washing also makes your bandanas and hair ties a bit softer if you are looking for that.
BOW TIES:
- For self-tie bows, we suggest the same spot and dry clean as mentioned before.
- For boy bows, spot clean is best.
Look Swell,
The Frank & Buck Team.
Returns & Exchanges
When will I receive a refund for my returned order?
You will receive a refund for your returned order once the item/s arrive at our facility and have completed the return intake processed. Once we receive your returned item, please allow 3-5 business days for your item to be processed and an extra 2-3 business days for the payment to be refunded to your account.
Who pays for my return or exchange?
If your order is eligible for a return or exchange (see the Return Policy located in the store footer) you will be responsible for covering the cost of return shipping. However, if the item was defective and such defect can be proven or the incorrect item was shipped, then we will provide a free return label.
In order to process a return or exchange, contact us by clicking "Submit a Request" in the upper right corner or this page or by emailing us at [email protected].
How can I make an exchange?
Before sending a product back for an exchange, please contact us by clicking 'Submit a Request" in the upper right corner of this page or by emailing us at [email protected]. We will then help determine if your order is eligible for an exchange.
Once we receive your exchange request, we will provide all of the return shipping information. Products may be exchanged within 30 calendar days from the date of arrival. Products must be returned in their original condition, unused, unaltered, and with all tags attached in its original packaging. We do not offer exchanges for print on demand items.
I received a damaged or incorrect product. What should I do?
If you received a damaged or incorrect order, please contact our customer care team by clicking "Submit a Request" in the upper right corner of this page or email us at [email protected].
When submitting a request, please include a photo of the damaged/incorrect product and describe the specific flaw. Our customer care team will use this information to quickly resolve your order. This also helps us to prevent similar issues for happening again in the future.
Keep in mind that we are not responsible for any damage to the merchandise after you have received the order due to wear and use.
How can I make a return?
Before sending a product back for a return, please contact us by clicking 'Submit a Request" in the upper right corner of this page or by emailing us at [email protected].
Once our customer care team determines if your order is eligible for a return, we will provide all of the return shipping information. Products may be returned within 30 calendar days from the date of arrival. Products must be returned in their original condition, unused, unaltered, and with all tags attached in its original packaging.
Shipping & Delivery
My order is shipping outside the United States. Do I need to pay custom/import fees to receive my order?
We do not include any import fees in the cost of your order. Paying any customs feed is the sole responsibility of the customer and Mainfactor is not liable for any additional fees that your country may charge when importing your order. For more information, please contact your local post office or customs/import authority.
How can I track my order?
You can track your order using the order confirmation email you receive following the completion of your purchase. If you do not receive an order confirmation email, please contact our customer care team by clicking "Submit a Request" in the upper right corner of this page or by emailing us at [email protected].
To track your order, locate your order confirmation email and click “View your Order”. If no tracking information is available, your order hasn’t shipped yet.
Additionally, we will send you a follow up email once your order has shipped. This email will include the tracking information for your order.
How long will it take for my order to arrive, once it ships?
Shipment times may vary. In most cases, domestic shipments normally arrive within 3-7 business days once shipped. For international shipments, arrival times vary depending on location. Please see below for more detail.
*Please allow an additional 1-3 days for processing & handling*
For any other questions regarding the status of your order, reach out to our customer care team by submitting a request here.
How long will it take for my order to ship?
Due to the current circumstances surrounding COVID-19, shipment times may vary. Additionally, pre-order items may take longer than usual to ship. Pre-order items usually take 4-6 weeks to ship.For all other items, orders will ship within 2-3 business days.
For specific questions regarding the status of your order, contact our customer care team by clicking "Submit a Request" in the upper right corner of this page or email us at [email protected].
How much will it cost to ship my order?
Shipping prices vary based on your location, the items you ordered, and the size of the package(s). Shipping prices also include handling and packaging fees.
Prior to completing the purchase, your shipping fees will be calculated. If you have any questions or concerns about the shipping fee associated with your order, please contact our customer care team by clicking "Submit a Request" in the upper right corner of this page or by emailing us at [email protected].
Where does Frank & Buck ship?
We ship our products domestically and internationally. Certain items may have limited availability based on shipping location.
For specific questions regarding product availability, contact our customer care team by clicking "Submit a Request" in the upper right corner of this page or by emailing us at [email protected].
My tracking information hasn't updated. What should I do?
We will send you a follow up email once your order has shipped. This email will include the tracking information for your order. To track your order, locate your order confirmation email and click “View your Order.” If no tracking information is available, your order hasn’t shipped yet.
If you have received confirmation that your order has shipped, we typically ask customers to allow 4-6 weeks for their order to arrive. If after 6 weeks you still do not receive your order, please contact our customer care team by clicking "Submit a Request" in the upper right corner of this page or by emailing us at [email protected] with your order number.
I never received tracking information. Where can I find it?
You can track your order using the order confirmation email you receive following the completion of your purchase. If you do not receive an order confirmation email, please contact our customer care team by clicking "Submit a Request" in the upper right corner of this page or by emailing us at [email protected].
To track your order, locate your order confirmation email and click “View your Order”. If no tracking information is available, your order hasn’t shipped yet.
Additionally, we will send you a follow up email once your order has shipped. This email will include the tracking information for your order.
When will my order ship?
Due to the current circumstances surrounding COVID-19, shipment times may vary. In most cases, domestic shipments normally arrive within 3-7 business days once shipped. For international shipments, arrival times vary depending on location.
If you select an expedited shipping method at checkout, standard shipping timelines apply.
For any other questions regarding the status of your order, contact us by clicking "Submit a Request" in the upper right corner of this page or email us at [email protected].
Billing, Cancellations, and Editing Orders
I do not see my question here. Who can I contact?
To contact our customer care team, please click "Submit a request" in the upper right hand corner of this page. You can also email us at [email protected] and a member from our team will be in touch as soon as possible!
How can I change my order?
To change the items in your order, alter your shipping information, or make any other edits to your order, contact our customer care team by clicking "Submit a Request" in the upper right corner of this screen or by emailing us at [email protected].
Unfortunately, we cannot edit an order once it has been processed for shipment.
I never received my order confirmation. Where can I find it?
Please check your junk or spam folders for the email you used to place the order. If you cannot find it, please contact our customer care team by clicking "Submit a Request" in the upper right corner of this page or email us at [email protected]. When sending in a request, please provide the email you used to place the order and our customer care team will use this information to quickly resend your order confirmation email.
How do I change the billing address on my order?
If you believe there has been a billing error, please contact our customer care team by clicking "Submit a Request" in the upper right corner of this page or by emailing us at [email protected]. Please provide your order number & updated billing address and our team will update your order and provide confirmation.
How do I change the address on my order?
Please contact our customer care team by clicking "Submit a Request" in the upper right corner of this page or email us at [email protected] and provide your order number and updated address. We will then reprocess your order to reflect the information you have provided us.
I was charged twice. What should I do?
Please click "Submit a request" in the upper right hand corner of this page to contact our customer care team and let us know so we can fix that for you. You can also email us at [email protected] and a member from our team will be in touch as soon as possible!
How can I cancel my order?
To cancel your order, please contact our customer care team by clicking "Submit a Request" in the upper right corner of this page or by emailing us at [email protected]. If your order has not shipped, we are able to cancel your order at no cost. Unfortunately, we cannot cancel an existing order once it has already been processed for shipment.
UK/EU Duties and Taxes - Confirming payment with VAT/IOSS numbers
If you live in the UK or EU, you may be required to confirm payment of VAT taxes by your local customs department. If you require confirmation of your tax payment, please contact us to confirm our IOSS and VAT Numbers so that you may provide it to your local tax authorities.
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