Orders
Can I change my order after placing it?
Can I change my order after placing it?
Unfortunately, orders are prepared quickly. Please contact our customer service as soon as possible, and we will do our best to assist you.
Delivery
What are the delivery times?
What are the delivery times?
Deliveries are generally made within 2 to 5 business days, depending on the products and their availability. Orders must be placed at least 2 days before the scheduled delivery date to be included in the planned route.
What are the shipping costs?
What are the shipping costs?
Free delivery on orders over €60.
Can I track my delivery?
Can I track my delivery?
Yes, a tracking number will be sent to you via email by Xpress Logistic as soon as your order is shipped. You can also check your order status directly via your customer account or order tracking.
What happens in case of a stockout?
What happens in case of a stockout?
Our team will contact you to keep you informed and offer an alternative product or a backorder (delivery as soon as possible).
Payment
Which payment methods are accepted?
Which payment methods are accepted?
Credit card (Visa, Mastercard), PayPal, and bank transfer.
Is the payment secure?
Is the payment secure?
Yes, all transactions are secured through our certified payment partners using SSL encryption.
Returns & exchanges
How do I process a return?
How do I process a return?
Please contact our customer service to receive a return label and further instructions.
What happens if a product is damaged or incorrect?
What happens if a product is damaged or incorrect?
Please check your items upon delivery and contact our customer service within 48 hours if you notice any issues. We will then arrange for a quick replacement or a full refund, depending on your preference.
Comment effectuer un retour ?
Comment effectuer un retour ?
Contactez notre service client pour obtenir l’étiquette de retour et les instructions.
Products
Can I get personalized advice for my pet?
Can I get personalized advice for my pet?
Yes, please contact our customer service via email, phone, or chatbot; we will be happy to guide you in choosing the right products for your pet's needs.
Customer account
Do I need to create an account to order?
Do I need to create an account to order?
No, you can place an order as a guest. However, creating an account allows you to track your orders and benefit from exclusive promotions.
I forgot my password, what should I do?
I forgot my password, what should I do?
Click on "Forgot Password" on the login page to reset it.
Contact & Support
How can I contact you?
How can I contact you?
By email at info@frups.lu, by phone at +352 28 83 64-1, or via our online chatbot on the website. If the line is busy, please leave a voicemail so we can get back to you as soon as possible.