Refund policy
RETURNS AND REFUNDS:
CUSTOMER SERVICE INFORMATION
Phone: (800) 717-2172 or (972) 984-1848
Email: support@brotherfrancis.com
Mail:
Herald Media, LLC
405 Power House St. Ste 505
McKinney, TX 75071
OFFICE HOURS:
9:30 AM – 4:30 PM CST, Monday through Friday
We are closed on all major national holidays.
Do you need help placing your order? Please call us at 1-800-717-2172 or click here to fill out our help form and we will contact you within one business day.
How do I return an item?
We want you to be 100% satisfied with your purchase. You may return products that are in new, undamaged condition within 30 days of purchase. (Shrink wrapped products cannot be opened.) Once the return is received and processed, we will refund the purchase price. Unfortunately we cannot refund or cover shipping costs unless the return is a result of our error; (for example, you received an incorrect or defective item.) If you need to make a return, please call 1-800-717-2172 or write to support@brotherfrancis.com and we will respond quickly with instructions.
Damaged Items:
We will replace damaged items at our expense (including shipping). In order to process your return, please send us photographs that include the box it arrived in and a close up of any damage. Please email the photos to: support@brotherfrancisstore.
I just ordered and now the item is on sale. Will you refund the difference?
We will refund the difference if you email or call us within 24 hours of your order being placed and request a retroactive discount based on the new sale price.
What if my package doesn't arrive on time?
While we do our best to ship all orders within 2 business days of receipt, we cannot guarantee shipping times. The times listed are estimates and can vary wildly depending on the weather, and other issues with the shipping carriers which are out of our control. If you require your order urgently, please call us and we will do our best to assist you.
What if my package is stolen?
Unfortunately at this time we cannot cover replacement costs for a stolen package. If your package shows as delivered and you cannot find it, we recommend you ask family and neighbors, and also wait 24 hours. Sometimes packages are marked as delivered before they're actually delivered. If you need help tracking your package, please contact us at support@brotherfrancis.com and we will do our best to assist you.
