FAQ'S

Quick Tip Guide

 

Shipping & Returns

Shipping Outside the United States

All orders shipping outside the United States will be assessed a fee of 10% of the order value prior to discounts and/or coupons to cover the cost of international brokerage duties.

Shipping Policy

1. Most orders are processed and shipped within 1-2 Business days. Delivery times are only estimates and are based on data provided by the carrier. Delivery time excludes any national or carrier observed holidays.

2. Will-call is available Monday through Friday from 9am-4pm CST at our Houston location. Please check with us around all holidays to make sure our warehouse will be open.

3. All of the shipping costs are calculated based off of shipment weight and the shipping distance. If your order is $75 or more, your order qualifies for free ground shipping to any valid address within the contiguous United States.

4. FedEx and UPS will not deliver to a PO Box. Please indicate a physical shipping address and telephone number when ordering. 

5. Please provide any "Special Shipping Instructions" at checkout. 

6. We are not responsible for incorrect addresses. Please carefully check name, address and zip code of recipient. If you need to make an address change, after your items have shipped, there is a $10 address change fee.

7. Please inspect all packages and products immediately upon delivery. Be sure to keep any damaged goods or packaging in the same condition as delivered. Contact us immediately with any issues regarding a shipment that has been tampered with or damaged. All claims must be filed within 7 days of receipt.

8. We are not responsible for lost or damaged deliveries requested with "no signature required", or for delivery delays that are beyond our control.

9. Prices are subject to change without notice.

10. Online images are representations only. Actual products or brands may vary.

What is your shipping schedule?

If you place your order Monday through Friday before 2pm CST...

Do you ship to my country?

Please create an account by clicking the "Register" link at the top center of our site. During signup we'll ask for your shipping address details including country. If your country is not in the drop-down menu of available countries, unfortunately we cannot ship to your country at this time.

When will my order ship and what are my shipping charges?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

What is your return policy?

The French Farm fully guarantees all its products for freshness and quality. Inspect your order as soon as it arrives. If you are not 100% satisfied with your purchase, please call us at 713-660-0577, and file a claim within one week of delivery, so that we can immediately replace your product or credit your account. We appreciate your business and are committed to the best service we can provide.

 

 

Order Status

How can I report an issue with my order?

Please send an email to cs@frenchfarm.com with any complaints, and someone will reply back as soon as possible.

Has my order shipped?

Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.

How do I change quantities or add an item to my order?

Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change Quantities / Cancel Orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track my order?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order.

My order never arrived.

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered," please contact customer service for assistance.

An item is missing from my shipment.

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

My product is missing parts.

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

 

 

My Account

How do I create an account?

1) Click the "Register" link at the top center of our site.

2) Enter your email address and all necessary contact information.

3) Select the option for "Wholesale Customer," if this applies to you.

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "My Account / Order Status" link at the top right hand side of our site.

How much will my shipping cost?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

I forgot my password.

Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

How do I return my product?

Please view our Return Policy for more information on returning an item.

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

What is our return policy?

The French Farm fully guarantees all its products for freshness and quality. Inspect your order as soon as it arrives. If you are not 100% satisfied with your purchase, please call us at 713-660-0577, and file a claim within one week of delivery, so that we can immediately replace your product or credit your account. We appreciate your business and are committed to the best service we can provide.

When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24 hours of shipment.

 

 

Guarantees

Privacy Policy

What information do we collect?

How do we use your information?

We may use the information we collect from you when you register, purchase products, enter a contest or promotion, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

How do we protect visitor information?

We implement a variety of security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. When you place orders or access your personal information, we offer the use of a secure server. All sensitive/credit information you supply is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above.

Do we use "cookies"?

Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Netscape Navigator or Internet Explorer) settings. Each browser is a little different, so look at your browser Help menu to learn the correct way to modify your cookies. If you turn cookies off, you won't have access to many features that make your site experience more efficient and some of our services will not function properly. However, you can still place orders over the telephone by contacting customer service.

Do we disclose the information we collect to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice, except as described below. The term "outside parties" does not include www.thefrenchfarm.com. It also does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety.

However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

How can you opt-out, remove or modify information you have provided to us?

To modify your e-mail subscriptions, please let us know by modifying your preferences in the "My Account" section. Please note that due to email production schedules you may receive any emails already in production.

To delete all of your online account information from our database, sign into the "My Account" section of our site and remove your shipping addresses, billing addresses & payment information. Please note that we may maintain information about an individual sales transaction in order to service that transaction and for record keeping.

Third party links

In an attempt to provide you with increased value, we may include third party links on our site. These linked sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these linked sites (including if a specific link does not work).

Changes to our policy

If we decide to change our privacy policy, we will post those changes on this page. Policy changes will apply only to information collected after the date of the change. This policy was last modified on August 6, 2003.

Questions and feedback

We welcome your questions, comments, and concerns about privacy. Please send us any and all feedback pertaining to privacy, or any other issue.

Online Policy Only

This online privacy policy applies only to information collected through our website and not to information collected offline.

Terms and Conditions

Please also visit our Terms and Conditions section establishing the use, disclaimers, and limitations of liability governing the use of our website.

Your Consent

By using our site, you consent to our privacy policy.

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

 

 

Pricing & Billing

Do I have to pay sales tax?

You only have to pay sales tax if you are located in the same state as our warehouse and if the items you are purchasing are not tax-exempt.

I have a question about my charges.

Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

What are my payment choices?

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

I need a copy of my receipt/invoice.

Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s).

 

 

Buyer's Guide

How do I find my product?

To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.'

How do I use a coupon?

After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.

 

 

Additional Support

What are your hours of operation?

Monday - Thursday

9am to 5pm CST

Friday

9am to 4pm CST

How do I contact you?

The French Farm
916 B West 23rd St
Houston, TX 77008
713-660-0577
cs@frenchfarm.com 
 

Or fill out our Contact Form.

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