Shipping & Returns

Frankford would like to ensure the highest level of service. All of our products are made to order and shipped directly from us to you. Because of this, shipping times often vary depending on what product is ordered, what fabric is used (Grades A or A+, B, C, D, E, F), the quantity ordered, and the time of year the order is placed.
 
All small packages and small-quantity orders will be shipped using parcel companies (USPS, UPS, FedEx or other) unless otherwise specified. Some of our larger items and larger-quantity shipments must be shipped with an LTL trucking company. Additional charges may be incurred for the following services: lift gate service, residential delivery, call before delivery, express delivery, weekend/holiday delivery, guaranteed delivery, redelivery, or change of address. Frankford will not be responsible for any express shipping costs or order cancellations unless we have guaranteed a specific delivery date in writing. No verbal guarantees will be honored. The customer is responsible for additional charges added at the time of delivery (inside delivery, lift gate, address change, etc.)
 
PLEASE NOTE: Freight quotes are only valid for 14 days.
 

Deliveries may be disrupted by natural disasters and other factors beyond our control. In these cases, Frankford shall not be liable for any damages caused by a failure to deliver or delays in delivery. Orders may be delayed due to lack of information on order form. Information includes, but is not limited to, shipping address, company/contact name, phone number, shipping method/instructions, and item number/description. Frankford will not be responsible for charges incurred due to lack of information provided. For shipping quotes/inquiries, email a customer service representative.

No cancellations, changes, additions, or holds will be accepted on any order for which materials have been ordered or produced. Cancellations and/or changes of product or shipping dates on EARLY BUY orders must be received in writing within 15 days of the order date.
 
Cancellations and/or changes of product or shipping dates on ALL OTHER orders must be received in writing within one business day of the order date.

It is the Dealer’s/Customer’s responsibility to inspect all merchandise and to file a claim with the carrier in the event of product shortage. Make a notation on the Bill of Lading as to the number of cartons short. Frankford must also be notified within 24 hours of any shortages. File the claim with the delivery carrier immediately. No claim for shortages, damaged items, or errors will be honored unless it is made in writing on the Bill of Lading immediately upon receipt of shipment. Notwithstanding anything to the contrary in this agreement, failure to make a claim on the Bill of Lading will constitute a waiver of any right to a refund or credit.
 

All requests for returns of stock merchandise must be made within 7 days of receipt of merchandise. Returns will not be accepted without a written Return Authorization (RA#) from the factory. It is the Dealer’s/Customer’s responsibility to follow routing instructions. Please fax/email a request for an RA#. Your request must include the following information:

• Company name, contact name and contact number
• The Frankford Umbrellas invoice and/or acknowledgment
• The item number, number of units to be returned, and carton total
• The reason for the return
• Which carrier will be returning the items and the date of the shipment

Any stock item that is returned for credit is subject to a 25% restocking fee (and must be properly packaged and in resalable condition), plus inbound and outbound freight charges.
 
PLEASE NOTE: ECLIPSE®, AURORA, NOVA G-SERIES, and GREENWICH are considered custom orders. Returns will not be accepted.

Umbrellas made with Grade A+ through Grade F fabrics and/or have printing are not subject to a refund or credit. These items are manufactured or printed to the Dealer’s/Customer’s specifications and, as such, may not be returned. No cancellations, changes, additions, or holds will be accepted on any order for which materials have been ordered or produced.
 
PLEASE NOTE: ECLIPSE®, AURORA, NOVA, G-SERIES, and GREENWICH are considered custom orders. Returns will not be accepted.

It is the Dealer’s/Customer’s responsibility to check the merchandise for visible damage and file a claim with the carrier if the shipment was made using the Dealer’s carrier account. Request a claim form from the delivering carrier, and file your claim immediately. If the shipment was made using Frankford’s carrier and account, it is the Dealer’s/Customer’s responsibility to check the merchandise and notify Frankford within 24 hours of delivery so that a claim can be filed. In either situation, make a notation on the Bill of Lading as to the nature and extent of the damage, take photos, check carton count, and obtain a signature from the carrier's agent. Failure to provide this information may result in the carrier refusing to honor the claim, and Frankford will not, under this circumstance, be liable for damage sustained in transit.

If damage is discovered when unpacking the merchandise, immediately mark the damaged area and submit a written request for the carrier to inspect. Do not remove the merchandise from the original carton until the carrier inspection is complete. If the merchandise was shipped using Frankford’s carrier and account, it is the Dealer’s/Customer’s responsibility to notify Frankford immediately and to provide all proper documentation so that a claim can be filed.