Welcome to Frisco Sales Store’s FAQ section! We’re here to help you with any questions about our pet products, shipping, payments, and more. Our team of pet lovers has compiled the most common questions to make your shopping experience as smooth as possible.

About Our Products

What types of pet products do you offer?
We specialize in a wide range of pet products including aquarium supplies (starter kits, substrates, artificial plants), pet apparel, anxiety & calming care products, automatic feeders, toys (balls & chasers), bath supplies, and various accessories. Our inventory caters to dogs, cats, fish, and other small animals.
Are your aquarium products safe for all fish?
Yes! All our aquarium substrates, gravel, sand, and starter kits are carefully selected to be safe for freshwater and saltwater fish. We recommend checking the product descriptions for specific compatibility information.
Do you carry products for anxious pets?
Absolutely! We have a dedicated “Anxiety & Calming Care” section with products specifically designed to help pets with stress, separation anxiety, or nervousness. These include calming sprays, anxiety wraps, and soothing treats.

Ordering & Account Questions

How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Having an account allows you to track orders, save your shipping information, and view order history.
I forgot my password. How can I reset it?
Click on “Forgot Password” on the login page and enter your email address. You’ll receive instructions to reset your password. If you don’t see the email, please check your spam folder.
Can I modify or cancel my order after placing it?
We process orders quickly to get them to you fast! If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t been processed yet.

Shipping & Delivery

What are my shipping options?
We offer two shipping methods:
Standard Shipping (10-15 days via DHL/FedEx) – $12.95 flat rate, ideal for urgent needs like aquarium supplies or calming products.
Free Shipping (15-25 days via EMS) – Available for orders over $50, perfect for stocking up on multiple items like apparel or toys.
Do you ship internationally?
Yes! We ship worldwide except to some remote areas in Asia and other locations. During checkout, you’ll be able to see if we can deliver to your address.
How long does order processing take?
All orders are processed within 1-2 business days. You’ll receive a confirmation email with tracking information once your order ships.
How are delicate items like aquarium accessories packaged?
Our pet-loving staff carefully packages all items with appropriate padding. Delicate items like aquarium gravel, artificial plants, and glass accessories receive extra protective packaging to ensure safe arrival.

Payments

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure and convenient checkout.
Is my payment information secure?
Absolutely! We use industry-standard encryption to protect all payment information. We don’t store your full credit card details on our servers.
Why was my payment declined?
Payment declines can happen for various reasons including insufficient funds, incorrect card information, or your bank’s security measures. Please verify your information and try again, or contact your bank for assistance.

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the date of receipt. Items must be unused, in original packaging, and with all tags attached. Please contact us at [email protected] to initiate a return.
How do I return an item?
Email us at [email protected] with your order number and the item(s) you wish to return. We’ll provide return instructions and the appropriate address. Return shipping costs are the customer’s responsibility unless the item arrived damaged or defective.
How long does it take to process a refund?
Once we receive your return, please allow 3-5 business days for processing. Refunds will be issued to your original payment method. The timing of the refund appearing in your account depends on your bank’s processing time.
What if my item arrives damaged?
We’re sorry to hear that! Please contact us immediately at [email protected] with photos of the damaged item and packaging. We’ll arrange for a replacement or refund as quickly as possible.

Contact & Support

How can I contact customer service?
Our pet-loving support team is available via email at [email protected]. We typically respond within 24 hours during business days.
What are your business hours?
Our team is available Monday through Friday, 9:00 AM to 5:00 PM EST. Emails received outside these hours will be answered the next business day.
Where is Frisco Sales Store located?
Our physical address is 2836 Bridge Street, Miami, US 74354. Please note this is not a retail location – we operate exclusively online to bring you the best selection of pet products.

Didn’t find the answer you were looking for? Our pet-loving team is always happy to help! Email us at [email protected] and we’ll get back to you as quickly as possible.

Happy shopping from all of us at Frisco Sales Store – where your pet’s needs come first!