COVID-19: We’re responding swiftly to serve you as best as we can.
Last updated: Sep. 1, 2022
At Frattello, we take pride in the manufacturing of our furniture. It is our goal to deliver your purchase to you in the quickest and most efficient way possible. All our products are fully packaged for safe transit and will be handled by professional third-party delivery carriers.
We work with multiple specialist delivery partners to ensure your order reaches you safely and on time. This may result in your order having multiple shipments from separate delivery partners. Kindly note that shipping cost is calculated per shipment (not per total order), based on the warehouse location that your product(s) is shipped from.Speed of delivery depends on the type of product, product availability, and proximity to metropolitan areas. To help you with your purchasing decision, you may find out more about delivery lead times on each individual product page.
You may enter your zip code on any product page to check if we deliver to your area. If your area is currently unavailable, we recommend subscribing to our newsletter or following us on social media to stay informed about our latest updates.
All shipments are delivered Monday to Friday between 9:00 am and 7:00 pm, with specified hours on Saturdays in selected cities. If you wish to request to see if a Saturday delivery is possible for your area, please reach out to us before your order has been processed. Kindly note, not all requests can be fulfilled.
Please note that it is your responsibility to check that your items will fit through doors, staircases and elevators in their packaging before you place your order. Product and package dimensions are included in the product description on our website. Failed delivery due to inability to access your home will result in additional delivery charges.
Please note that while we may be able to have your order shipped to a freight forwarder, once the shipment is in their hands, Frattello is released of all responsibility for issues that may arise during and as a result of the freight forwarding process.
1. How long does it take for me to receive the package?
Orders has to be processed before it is shipped. The time you wait before receiving the package is made up of Processing Time and Shipping Time.
An order status of “Processing” means your order has been verified and put into processing procedure. Processing time is required because we need to confirm your contact information and delivery address, sort item(s), conduct strict quality checking and pack the item(s). When your order is packed properly, it will be handed in to the shipping company.
An order status of “Shipping” means your item(s) has started to ship, and you can track your order once the tracking number is updated by the courier. Since the whole shipping process involves international shipping, the package might be in transit or going through custom cleareance. During this period, tracking number will not be updated until the item is fetched by the courier company. You may wait for 10 days to get the tracking number updated for Expedited Express and 20 days for Ocean Shipping. Please feel free to contact us if you need help concerning the shipping status of your order.
Processing Time: 7-10 business days
A. Processing Time is calculated from the time you paid and the order is verified (verification Email will be sent after payment).
B. You may change your mind after placing the order, including but not limited to: switch to another color, size, style or a different product, changes in address. If that happens, Processing Time is calculated from the time when the order detail(s) is eventually confirmed. A confirmation Email will be sent informing the updated Estimated Delivery Time.
C. For holidays, processing time may takes longer than it usually is. We will notify you in advance.
Orders to the US typically take 7-12 days
A. Countries which require customs duty. The customs policies differ among different countries. Once the parcel reaches the destination country, any customs or import duties that might occur should be paid by the recipient.
B. Within 1-2 business days, after the order is successfully dispatched, we will provide the tracking number of your order by sending an email to the registered email address.
C. We apologize that Alaska, Hawaii, Puerto Rico and the P.O.Boxes and military addresses(APO, FPO)can not be delivered.
D. We DON’T provide ocean shipping to the United Kingdom, Europe and Canada.
2. How much does the shipping cost?
Free shipping is available on all orders.
3. How do I estimate the Delivery Time？
Estimated Delivery Time = Processing Time + Shipping Time (depending on your location)
Usually, the usual delivery time is within 14-25 days
The Estimated Delivery Date is when we expect to fulfill your order based on your country/region and the shipping method you specified. Processing Time along with Shipping Time is counted.
The Estimated Delivery Date could be affected by our inventory availability, processing capacity, and unforeseen factors such as strikes or natural disaster. We will notice you in advance if there are factors that might cause delay in delivering your order.
Please Note: We are not liable for delay caused by the following situations
A. Contact information or delivery address is changed/corrected after placing the order;
B. The product(s) in your order is re-specified, such as changing to a different color, different size, etc, after placing the order;
C. The first delivery attempt is within the Estimated Delivery Date. If the courier has made a first-time delivery attempt within the Estimated Delivery Date, but you missed it/ arranged a pick-up/ the address was invalid, we are not liable for the time when you could actually get the package;
D. Your delivery address is in remote area.
The shipping information will be updated from time to time, and the final interpretation right belongs to Frattello. You can contact us for more shipping details.
Last updated: June 6, 2022
Thank you for shopping at Frattello! We appreciate that you’re looking to buy the cool stuff we love to build. We also want to make sure you have a rewarding experience while exploring, evaluating, and purchasing our products.
You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but you have to pay for the return or exchange cost if no quality issues are involved. Item(s) must be:
1.In brand-new condition
2.Uninstalled and/or non-assembled
3.Unused, no pieces missing
4.With original tags and packaging (you may need to pack it yourself if you no longer possess the packaging)
A few items can’t be returned, including:
4.Offline purchase (items or parts unlisted on our website)
5.Items marked “Non-Returnable” on the product page
6.Please note, any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.
What you need to know before you start a general return
1.the White Glove service charges collected on the order will not be refunded for general return.
2.You have to pay for the return cost if no quality issues are involved. (Product returns from Canada might incur additional fees. Please ensure a timely customs clearance to avoid complicating the return.)
3.You will be charged a minimum restocking fee of 10% of invoice total on all general returns.
Faulty or Damaged Products
1.Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. You are advised to contact our customer service within 48 hours of receiving your items if there is an issue with the product. Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.
2.All product issue inquiries may be best informed us within 30 days of receipt along with the three types of pictures mentioned above, otherwise, after-sales inquiries after 30 days of receipt might be affected negatively due to uncertain factors outside of the time frame.
3.Please note that we do not cover the repair fee if unauthorized handyman services were hired.
1. Damaged items means items that have been damaged in shipping.
To help you efficiently, please report to customer service about the damaged product within 3 business days after you received the item and do not discard the damaged item&its packaging. See I Receive a Damaged Item for further details.
2. Undeliverable and Refused Package
If a delivery is refused for any reason or considered undeliverable due to an invalid shipping address, you will be charged a penalty that may include, but not limited to extra shipping charges and handling fees.
How to return the items?
1. Log in your Frattello account.
2. Find ‘My Order’ and click the ‘Return’ button.
3. Tick the goods you need to return, choose the reason, and submit the request.
4. Package the Item(s). Please ensure all parts are in the original packing way.
5. Ship Out the Package(s) via trackable shipping methods. Provide us with the tracking number and carrier (Untrackable return will delay refund).
You will receive a notification email within 3-5 working days after we received your item(s), and when refund is processed. The refund will be made to the account that the funds were originally drawn from.
Please note that for credit card payment refund, please allow up to one billing cycle for your account to be credited. Please do not request a charge back from your credit card company during the return process due to the time it takes to resolve charge back disputes. It is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.