Frequently Asked Questions

SHIPPING

What Shipping Methods Are Available?

We ship all packages using ePacket, China Post Airmail, Ordinary Small Packet Plus, DHL, EMS, FedEx, etc.

Do You Ship Internationally?

Yes. We provide free shipping to over 200 countries around the world. However, there are some location we are unable to ship to. If you happen to be located in one of those countries we will contact you.

How Long Will It Take To Get My Package?

Estimated shipping time varies by location and can be longer than 10 days due to high demand. These are our estimates: Location *Estimated Shipping Time The United States 10-30 Business days Canada, Europe 10-30 Business days Australia, New Zealand 10-30 Business days Mexico, Central America, South America 15-30 Business days United Kingdom 10-30 Business days Switzerland 10-30 Business days *This doesn’t include our 2-5 day processing time.

What about customs?

We are not responsible for any customs fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get customs fees when they arrive in your country.

Do you provide tracking information?

Yes, you will receive an email once your order ships that contain your tracking information, but sometimes due to free shipping, tracking may not be available.

My tracking says “no information available at the moment”.

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system.

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

PAYMENT

What Payment Methods Are Accepted?

We currently accept Bitcoin, MTN Mobile Money, Airtel Money, Tigo Cash, Vodafone Cash, Direct Bank Transfer and major international credit and debit cards including Visa, MasterCard, American Express. fredyMart.com guarantees that your online transaction will be secure and that your payment information will be protected. See our Privacy Policy for more information. All transactions are charged when the order is approved for processing and before it is shipped out. We guarantee that you will not be billed for any additional charges not associated with the order.

What should I do if my Payment has Failed?

If your payment has failed, please check the following: 1. Please make sure you have paid with Visa, MasterCard, Maestro (debit card) or American Express. 2. When making payment on fredyMart, you must have an activated 3-D Secure Code. Please contact your bank to confirm whether your card has been authorized with 3-D Secure Authentication. If you have a VISA card, click here to learn about 3-D Secure for VISA. If you have a MasterCard, click here to learn about the MasterCard SecureCode 3. If your card has expired or your payment has exceeded your card’s limit, please contact your card issuer. 4. If you got an error notice on the checkout page, please check your card information and try to pay again. If this doesn’t work, you can try using another card or another browser 4. If you're paying with Mobile Money, ensure you have sufficient balance in your wallet to continue or contact us.

Why was the wrong amount deducted from my account?

Please note fredyMart.com only charge user the value in order confirmation page and no extra money will be received. If extra money has been deducted from your account, it may due to floating exchange rate or service fee charged by bank. You may double check with bank in case you still have concern about it.

Order Exchange & Returns

How do I place an Order?

To place an order do the following: 1. Click in the item you want to buy. 2. Select a variation (color, size, etc? 3. Click on the add to cart or buy now button. 4. Fill in your address, this is how you'll receive your package. 5. Choose a shipping method at checkout, default is Free Speech, change it if you want to receive your package faster than the given estimate. 6. Choose a payment type and then click on place order. 7. Click on the Pay Now button and wait for payment methods to load, choose how you want to pay and follow the onscreen instructions to complete your order.

How Can I Cancel Or Change My Order?

Currently, as a customer you cannot cancel an order by yourself. If you want to cancel your order for any reason please contact us via WhatsApp +233200835028 or via email ordercancellation@fredymart.com within 3 hours after you make payment, we will not be able to cancel your order once it enters processing mode.

Do I need an account to place an order?

To make things easier for our customers, especially first time customers, we don't require you to create an account, however you can create an account with ease in order to track your order and make future orders easily as well as benefit from our member only deals.

How Do I Track My Order?

To track your order enter your email address and the order number you received in your email when you placed your order and click on the track button, you can also track with your tracking ID by going to global.cainiao.com

How Can I Return a Product?

You can return a product with 7 days after you receive it, if the item is not as described, you received a different item either than what you ordered, or item arrived dammaged. Please contact us before sending any package back to us.
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