Text us at: (442) 269-3739

Need Help?

Got a question for us? Our FAQs have got you covered! If you can’t find what you’re looking for, don’t hesitate to reach out. The Frey Team is here for you. 💚

- The Frey Team

Please read our Frequently Asked Questions

What do I do if my order arrives damaged?
Please send us your order number and as company policy, a photo or video of the damaged item(s) you received for our team to be able to assist you. hello@frey.support.com
How to change the shipping address in an order?

You can update or change your shipping address by logging into your FREY account. If you run into any trouble, you can send your updated address to our support team at hello@frey.support.com

Please keep in mind that:

  • Changes to the shipping address can only be made if your order has not been fulfilled.
  • If an order has just been placed and your shipping address is incorrect, our customer service team can help you fix this from our end.
  • Just write an email with the correct address and order number and send it to hello@frey.support.com
Why was I charged after ordering a sample bundle?

Our sample bundles are part of our Sample to Subscription Plan and a Complete Package, Lifestyle Kit, Laundry Care Package, or Personal Care Kit will follow unless the subscription is canceled before the trial period is over.

  • Purchasing The Detergent Sample Bundle will sign you up for The Complete Package, a Lifestyle Kit, or a Laundry Care Package.
  • Purchasing The Body Wash Sample Bundle will sign you up for The Personal Care Kit.

Just a friendly reminder, the subscription can be edited, pushed back, or canceled at any time after purchasing your samples.

How do I return my order?

Customer satisfaction is top priority at FREY and we offer a money-back guarantee for orders returned within 30 days of purchase. Please reach out to our support team for return instructions..

Returns will be shouldered by the customer and the full refund will be processed after proof of return has been submitted and confirmed by our support team at hello@frey.support.com

How long will it take for my refund to be processed?

According to Stripe, (our payment processor), refunds take between 5 to 10 working days to go through.

If your refund has not shown up in your account after 10 working days, please don’t hesitate to message us and we will follow up on the status of your refund.

What payment methods do you accept?

We accept all major credit cards:

  • Visa
  • MasterCard
  • American Express
  • JCB
  • Discover
  • Diners Club

We are now accepting GPay and Apple Pay.

We do not accept: Prepaid cards, PayPal, or Amazon Pay.

How do I edit or cancel my subscription?

You can manage your subscription directly by logging into your FREY account.

  • Log in.
  • Under your subscription tab, click View subscription.
  • Edit or Cancel your subscription by following the prompts.

If you need any help logging in, editing, or canceling your subscription, please send us a text at +1 442 269-3739 or an email at hello@frey.support.com and our support team will be happy to help!

Shipping: How much does shipping cost? Do you ship internationally?

Shipping rates vary depending on your order size and where we are shipping to. We offer free regular shipping on all orders over $80.

As much as we love our international customers, we only ship within the United States.

Are your products all natural?

We pride ourselves in our eco-conscious mission to make a difference by creating products that are better for you and the environment. We’ve run our ingredients through EWG and we make sure to use only high quality ingredients derived from natural resources which are biodegradable and more eco-friendly.

To top it off, we’re cruelty-free and vegan!

What do I do if my order was lost in transit or tracking has stopped updating?

If you’ve already reached out to the carrier and they are unable to help you locate your order, please reach out to our support team at hello@frey.support.com. We will make sure you get your order!

What do I do if my order isn’t here but tracking status is “Delivered”?

When your package is shipped, you should receive an email from us with your tracking information.

  • If you live with anyone, check to see if anybody else has signed for it.
  • Scan your place just in case the courier put it in a different location.
  • Check with your neighbors or your front desk for the package.
  • If all else fails, contact your local USPS office.

Tracking numbers may show up as Delivered but the actual package may take an additional 24-48 hours to be dropped off by the carrier.

If after 1-2 business days, you still haven’t received your order and the carrier is unable to help you locate your package, please send us a message and we’ll see what we can do for you. 😃

What do I do if I receive the wrong order/I’m missing an item?

You’ll need to send over a photo of the items/order you received.

Once we’ve received confirmation of the wrong order or missing items, we can process a reshipment! We’ll make sure you get what you ordered. 😃

Why can’t I apply my discount?

If you received a discount code that isn’t working, make sure:

  • You’re only using only one discount code per order.
  • Your order fits the discount criteria.
  • The discount code is still valid.

If you’re still running into trouble, please reach out to our support team at hello@frey.support.com and we’ll get this sorted out!

Which types of washing machines are compatible with FREY?

Our laundry care line was formulated to be compatible with all types of washing machines! Feel free to use our products with:

  • Front loaders
  • Top Loaders
  • HE machines

You can even hand wash your clothes using FREY.

Which FREY scent is for me?

We aim to deliver scent-sational fragrances guaranteed to fit all customers. Here’s a quick rundown of the signature FREY scents:

  • Cedarwood/Oakmoss/Amber is a warmer, bolder fragrance and our original signature scent. A balanced, grounding fragrance perfect for nature lovers.
  • Sandalwood/Bergamot/Clove is a warmer, lighter fragrance that blends elements of citrus, wood, and spice. A unique, uplifting combination well-suited for everyone.
  • Jasmine/Rose/White Cedar is a softer, sweeter fragrance of lush, fragrant botanicals. This blend is a popular choice among our female customers!
How can I purchase wholesale?
If you’re Interested in joining our wholesale program, you can find out more by contacting our wholesale department at wholesale@liveFREY.com.
How do I cancel my order?

If your order has not been fulfilled, you can still cancel it by reaching out to our customer service team at hello@frey.support.com

Once a shipping label has been created, we will no longer be able to cancel the order.

Is canceling my subscription the same as canceling an order?

No, canceling a subscription that has just been renewed will not cancel an order.

Order cancelations are made by contacting our customer service team at hello@frey.support.com and can only be processed if the order is unfulfilled.

On the other hand, subscription cancelation will prevent subscription renewal orders.

If you need assistance with order or subscription cancelation, please reach out to our support team, we’ll take care of you.

How do I earn and redeem my FREY reward points?

There are a number of ways to earn FREY reward points and you can find them by logging into your FREY account and going to Rewards.

Once you have enough points, you can redeem and apply them to your order by going to Rewards, clicking redeem, and applying the discount code on your next order.

If you run into any issues, our support team is ready to help!

Need to get in touch?

Reach out via SMS

Feel free to text us and we will get back to you as soon as possible!
Available Mon-Fri 9am-5pm

Text us at (442) 269-3739

Reach out by email

Want to get in touch by mail or send us a postcard?

16192 Coastal Hwy
Lewes, DE 19958
For returns please ship to return address on package