FAQ

YOUR ACCOUNT

I would like to create an account with frog pro.eu what do I have to do?
To register with frog pro.eu, click “LOGIN” at the top right of the screen then click on “REGISTER”. Once you have filled all the mandatory fields and clicked on “SUBMIT”, you will receive a confirmation e-mail with a link to complete the registration process. You can also register at the check-out stage: in this case a confirmation e-mail will not be needed.
Do I have to register to make a purchase?
No, registration is not mandatory to make a purchase at frog pro.eu. You can order all the items you want without having to create an account. If you decide to register before making the purchase, you can save your data and access your personal area to monitor the progress of your orders.
What are the benefits of registering?
If you decide to register with frog pro.eu, you can save your data and access your personal area from where you can check your order log, monitor the progress of your last order, ask for a refund and manage your wish list. Registering also allows us to keep you updated about new offers or promotions as well as new events and products.
Can I modify my personal data?
If you are already registered on frog pro.eu, you can modify your personal data from your personal area.
Can I recover my password if I forget it?
If you have forgotten your password, click on "Forgot Your Password?" and enter your e-mail address. The system will send you a new password in an automated e-mail.
Want to close your account?
If you want to close your account at frog pro.eu, simply send an e-mail at customerservice@frogpro.it asking to close your account. This does not automatically remove you from the frog pro.eu. newsletter. To unsubscribe from the newsletter, you need to click on the relevant link in the newsletter itself.
How are my personal details processed?
For detailed information on how FROG.PRO processes its customers' personal data, please read our Privacy Policy.

ORDERS

How can i place an order?
It’s possible to place an order on our e-shop www.frogpro.eu. If you have any special request please contact our customer service at: customerservice@frogpro.it
What are the benefits of creating an account when ordering online?
By creating an account, you can easily manage and view your personal data, your orders, manage returns and more. It also makes future purchases faster.
I placed an order on frogpro.eu. When will it be sent to me?
The products you find on our e-shop are usually always available within 3/5 days from the order and subsequently shipped by express courier. Remember that all FROG.PRO products are tailor-made by hand in our laboratory in the province of Reggio Emilia - Italy - and are almost exclusively made to order to ensure the perfection and distinctiveness of production. For specific needs, please contact our Customer Service: customerservice@frogpro.it
I have not received the order confirmation.
We always send an order confirmation by email. If you have not received it, we recommend that you first check your spam folder. Change your settings to make sure future emails from frogpro.eu can arrive in your inbox. If you still need assistance or help, please contact our Customer Service.
I received a discount coupon to use on frogpro.eu. How do i use it?
The discount code must be entered in the appropriate space on the summary page of your cart. Once the code has been entered, click on the "Apply Coupon" button and the cart will be automatically updated.
Can I request the Tax-free service?
No, it is not possible since the Tax Free only applies to products purchased in the store and collected directly by the buyer.

PAYMENTS

What payment options are there?
We currently offer various payment options: Paypal, Credit Card (Master Card, Visa, American express and many other local circuits) and direct bank transfer. We are also in the process of applying a facilitated payment in convenient small installments.
How long does it take for a refund to arrive?
From the moment your return arrives at our warehouse and it is processed, we will refund you within a maximum of 30 working days (depending on your form of payment). We always refund the money in the same form the payment was made.
Can I pay after or on delivery?
Unfortunately not. The payment options we offer are credit card, PayPal and direct bank transfer and the payment will be collected during the check-out process.

SHIPPING

Which countries in the world do you ship to?
We currently ship worldwide except to Africa and Russia.
Shipping Rates
Shipping costs vary depending on the country of destination and may be free based on some promotions that the site may offer at certain times of the year.

DELIVERY

What is your delivery time?
Once your product has been tailored, the expected delivery time is typically 2 or 3 working days, with a maximum of 5.
What are the shipping rates?
We offer free shipping for orders over certain limits. Check the tiers here to get free shipping. Check here here to get free shipping. Check here the standard shipping costs according to the destination country.
Can i track my shipment?
Yes. A link will be provided to you by email to track your shipment once it has left our warehouse.
What are the delivery options?
We can deliver your order to your home or business address.
What courier do you use?
All our orders are handled by DHL and FEDEX TNT.

RETURNS

Can I return the ordered products?
Sure, no problem. If you are not satisfied with the items you ordered, you have 14 days to think about it and return them to us. Keep in mind that the items must be new (unused), undamaged, in their original packaging and provided with all labels and accessory documentation. As soon as the package is delivered to our warehouse, we will proceed with the inspection of the goods and we will send you an email confirming that your return has been successful and you will receive a refund within 30 days. The refund will be made with the same payment method used for the order. You will be contacted by our Consumer Care Team if further information is required.
How can I return an item / order?
If you have ordered through our website you can return the items to us directly. To start the return procedure, fill out the form you find in your reserved area or, if you are not registered , under the return link in the footer or here . If you have difficulties you can contact our Customer Service and you will be assisted in the return procedure. Shipping costs are normally charged to the customer except in case of unless specific agreements with our customer service.
I want to change an article, is it possible?
Unfortunately, it is not currently possible to change items. You will have to return the item to us, and we will refund the purchase. If you want or need a different size or color of the item ordered, please order another one from our website. For any questions, if your return complies with the 14-day policy, you can contact our Customer Service at customerservice@frogpro.it
I purchased a FROG.PRO item through an authorized dealer, can I return it to you?
No. However, you can return it to the FROG.PRO dealer
I purchased an item through the FROG.PRO eStore, can I return it to a FROG.PRO dealer?
No, you will have to return your online purchase to the FROG.PRO eStore.
I have received a defective item. How can I return it?
FROG.PRO carefully checks all its products but in case you receive a defective item do not hesitate to contact us through our customer service at customerservice@frogpro.it . Our Consumer Care will provide you all the support to arrange the collection of the goods.

WARRANTY

What is the warranty on FROG.PRO products?
All products sold by FROG.PRO enjoy the legal warranties and the “FROG.PRO SHIELD” ,a warranty which provides FREE repair or replacement of the product for defects in materials or workmanship during its whole lifetime .
The customer is responsible for any and all shipping charges, to and from our factory, in returning the product. The warranty applies to the original purchaser and is non-transferrable. It does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of materials over extended time and use. Be aware that some components, due to their nature, are more subjected to wear than others and a constant maintenance will increase your product’s lifetime. Any changes or modifications made to the product voids, in any part, the warranty. The warranty is limited to products sold by FROG.PRO and / or its authorized dealers.
How to submit a warranty claim?
First contact our customer service. We will be happy to satisfy your requests and explain the procedure to carry out. As for questions relating to the warranty of FROG.PRO products purchased from an authorized FRO.PRO dealer, you must contact the dealer themselves. Make sure you buy FROG.PRO products from our authorized dealers, to be sure of always receiving the right service and our quality. Items purchased through unauthorized channels may not be covered by the warranty, and the warranty may also be canceled. View the complete list of FROG.PRO authorized dealers here
Which items do you have a warranty on?
FROG.PRO SHIELD, the FROG.PRO lifetime warranty, is active on all FROG.PRO products purchased on the website www.frogpro.eu or from one of the authorized dealers. View the complete list of FROG.PRO authorized dealers here
Can I submit the warranty claim directly to my authorized FROG.PRO dealer?
It is not possible to return products purchased online in the official frogpro.eu e-shop directly to a retailer. Items ordered through the online shop must be returned directly to FROG.PRO. To carry out this procedure, contact our customer service. Otherwise, for questions relating to products’ warranties purchased in authorized stores, you can directly turn to the retailer to activate the practices. Note: when you activate a warranty request at your authorized FROG.PRO dealer, you must always present a proof of purchase.
I have received an incorrect item.
Please contact our Customer Service and they will solve the problem.

SECURITY AND PRIVACY

Does this site use cookies?
Yes, we use cookies with whom we obtain information about your visit to this site and to optimize your experience on our site. Read our complete cookies policy
What do you do with my personal information?
The data required to process your order is stored in an offline database. Read our complete privacy policy