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FAQs

Order Management

To cancel your order, please follow these steps:

  1. Contact Customer Support:https://help.myfrido.com/en-US/
  2. Cancellation Window:
    • You can cancel your order anytime before it is shipped.
    • If the order has already been dispatched, cancellation will not be possible.
  3. Confirmation:
    • Our team will confirm the cancellation and process your refund (if applicable) within 7 working days.

If you need a GST bill for your order, please follow these steps:

  1. Send an Email: Drop a mail to [email protected] with the subject line "Request for GST Invoice."
  2. Include Details: Provide the following details in your email:
    • Order ID
    • Registered GST number
    • Company name and address
  3. Processing Time: Our team will process your request and provide the GST bill within 5-7 business days.


You can easily download the invoice for your order by following these steps:

  1. Log in to Your Account:
    • Visit our website and log in using your registered email address or phone number.
  2. Go to Order History:
    • Navigate to the "My Orders" section in your account dashboard.
  3. Select the Order:
    • Click on the order for which you need the invoice.
  4. Download Invoice:
    • Look for the "Download Invoice" button and click on it to save a PDF copy of your invoice.

You can easily track your order status by following these steps:

  1. Visit the Tracking Page: Go to Track My Order.
  2. Enter Your Order ID: Input your Order ID/No. in the provided field.
  3. Check Status: Click on the "Track Your Order" button to view the current status of your shipment.

That’s it! You’ll see real-time updates on your order’s progress.

If your order is marked as 'out for delivery', but you haven't received any call or attempt for delivery, it's important to monitor calls even if they seem like spam, as they might be from the delivery partner. 
In case of further issues, we recommend reaching out to us check the status.

You can easily track your order's progress by using the tracking link provided in our communications. 
Or from this link https://myfrido.com/pages/track-my-order

Please ensure that we have your correct order ID or registered mobile number, as we require these details to assist you further if you are contacting us.

If your order delivery fails multiple times despite being marked as 'out for delivery', please ensure your address details are accurate and monitor your phone for calls from the delivery agent. If issues persist, we will prioritize the delivery and work with our logistics partner to resolve it promptly.

If you receive notifications about 'incomplete address', verify that your address details in our system are complete and accurate. Communication with the delivery agent can also help resolve such issues.
If you still have any issues, please fill out the form

Should your order be delayed or stuck at a hub, rest assured that we are working to resolve these discrepancies swiftly. We appreciate your patience and understanding as we expedite the delivery process and keep you updated on the progress. 

If you need further assistance, please reach out to us through our contact form.

If you experience a delay in receiving your refund, ensure that you have provided all necessary information, such as your order ID, bank account details (if applicable), and confirmation that the returned item has reached our warehouse. 
Refunds are processed under the name Arcatron Mobility Pvt Ltd, our parent company, so please check your records for this name. 


If you still face issues, feel free to reach out to our team through our contact form for assistance.

If you opted for a store credit, you will receive a store credit coupon code via email. This code can be used for future purchases on our platform, providing flexibility for your next shopping experience.

Please note that once a refund has been processed as store credit, it cannot be changed to a bank account transfer.

In case of any discrepancies or if you need further assistance, feel free to reach out to us through our contact form.

You can apply the coupon code received as a store credit in the discount coupon section when placing another order. This will help you redeem the applicable discount on your purchase.

Please note that according to the terms and conditions of the coupon, if you cancel your order, you will not be able to reuse the coupon. 

We recommend considering this before proceeding with the cancellation of your order.

Yes, we do provide the option for cash payments for certain items. 

Please navigate to our products using the links provided for direct ordering. 

We utilize vacuum technology for packaging to prevent logistical damage during the shipping process. 

Once you open the package, please allow it to sit for a specified period, during which it will regain its intended shape. If the product does not return to its expected form within the estimated time, please contact us for further assistance.

If you cancel your Cash on Delivery (COD) order, the partial payment and COD fee will be refunded as a Frido Gift Card, which you can use on your next purchase.

Returns

Yes, we offer refunds if you are not satisfied with your purchase. Follow these steps:

  1. Fill out the Return Request Form.
  2. Wait for a call from our team to discuss the issue.
  3. Once approved, we will arrange for a reverse pickup, and the refund will be processed within 7- 10 working days.

You must initiate a return within 7 days of receiving the product. Returns initiated beyond this period cannot be processed.


Yes, the following conditions apply:

  • The product must be returned in its original condition.
  • Items showing signs of wear, damage, or alteration will not be accepted.
  • Returns are subject to a successful quality check.

Returns for items purchased on platforms like Amazon or Cred are subject to their respective return policies. Please contact the platform directly to initiate a return or for further assistance.

If you wish to cancel a return request, please contact us with your order details at your earliest convenience. 

Our team will forward your request to the respective department to take the necessary actions. We will notify you once the cancellation is processed.

If there appears to be an issue with how your order is shown in our system, kindly verify the order ID provided and confirm its accuracy. 

If there are any clerical errors or payment-related discrepancies such as incorrect payment reconciliation, please inform us immediately so we can notify our courier services and ensure the details are corrected without requiring further payment.

Per our return policy, certain items such as masks are non-returnable.

In instances where discrepancies arise between the number of items returned and refunded, please ensure that you have raised a return request for the correct number of items. 

If you notice any discrepancy, kindly reach out to our support team through our contact form for assistance.

We assure you that once we confirm receipt of all items, the appropriate refunds will be processed.


Exchanges

Yes, we offer a hassle-free exchange process for our customers:

  1. Fill out the Exchange Request Form.
  2. Our team will contact you to discuss the issue.
  3. Once approved, we’ll arrange for a pickup and exchange your product.

Exchanges must be requested within 7 days from the delivery date.

Yes, the following conditions apply:

  • The product must be in its original, undamaged condition.
  • Exchanges are subject to stock availability.
  • A product can only be exchanged once.

Exchanges for items purchased on platforms like Amazon or Cred are subject to their respective policies. Please contact the platform directly for assistance.

We’re sorry if there’s been a color mismatch! You can request an exchange to get the correct color. Here’s how:

  1. Initiate an Exchange:

    • Fill out the Exchange Request Form on our website.
    • Mention "Color Mismatch" as the reason for exchange and provide your order details.
  2. Verification Call:

    • Our team will contact you to confirm the issue and assist you with the next steps.
  3. Arrange for Pickup:

    • Once approved, we’ll arrange for a reverse pickup of the product.
  4. Exchange Process:

    • After the product is received and verified to be in its original condition, we’ll ship the correct color to you.

Important Notes:

  • The product must be in unused, original condition with tags intact.
  • Please keep the shipment label. 
  • Exchanges are subject to stock availability for the requested color.

Refund Processing

Refunds are processed within 7-10 working days from the date your return is approved. The exact time may vary depending on your payment method or bank processing times.

Once your refund is processed:

  • You’ll receive an email or SMS confirmation with transaction details.
  • For any issues, reach out to us at [email protected] 

We offer the following refund methods:

1. Back to Source (Pre-paid Orders Only):

  • Refunds are credited to the original payment method used at the time of purchase (e.g., card, UPI).

2. Manual Refunds for COD Orders:

  • Customers are prompted to provide their bank account details on the website while submitting a return request.
  • Refunds are credited directly to the account details provided.

3. MyFrido Credits:

  • Store credits are issued to your account for future purchases on our website.
  • These credits are non-refundable.

If you are looking to expedite your refund process, please ensure that your return request has been successfully processed and that the product has been received by our designated return center. 

Once confirmed, our team will forward your concern to the relevant department, which will assist you further within 7 to 10 days.

To ensure a smooth and prompt resolution, we recommend staying available for any communications from our team

Please be informed that refunds are processed under the name Arcatron Mobility Pvt Ltd, which is our parent company, instead of Frido. 

Therefore, kindly check your records for this name if you are looking for the refund transaction details.

You will be provided with tracking information once your order is shipped. 

You can track here as well https://myfrido.com/pages/track-my-order

Typically, this includes a delivery date. In instances where there are delays, we sincerely apologize and assure you that we are doing everything possible to expedite the process and provide you with updates on the delivery status.

Delivery Issues

If your product arrives damaged:

  1. Contact us within 24 hours of delivery.
  2. Provide photos of the damaged item for verification.
  3. Once verified, we will initiate a return, exchange, or refund based on your preference.


If you notice a mismatch in the delivery status or package contents, please follow these steps:

1. Report the Issue:

  • Notify us within 24 hours of delivery.

2. Provide Details:

  • Share your order details and any supporting evidence.
  • A shipment label picture is mandatory for discrepancies related to missing items or incorrect quantities. This helps us validate and resolve the issue efficiently.

3. Resolution Process:

  • Our team will investigate the matter and provide a resolution promptly.


We apologize for any inconvenience caused by the delay in delivery due to an incomplete address. 

To proceed with rescheduling your delivery, please share your complete address in the following format here

  • Name on Address:
  • House/Flat, Society, Area, Road:
  • Landmark:
  • City, State, Pincode:
  • Phone Number:

Once we receive these details, we will update our records and process your order for delivery at the earliest. 

Thank you for your patience and understanding.

If you have entered an incorrect address when placing your order with Frido, you can request an address change. To update your delivery address, please provide the following details here:

  • Name on Address
  • House/Flat, Society, Area, Road
  • Landmark
  • City, State, Pincode
  • Phone Number

Once you have provided these details, your request will be forwarded to the relevant team for processing. If the pin code changes, the order will be re-shipped. 

Address updates are typically processed by the next working day. 

Feel free to reach out if you have any further concerns or need assistance.

Currently, Frido does not support changes to the billing address once the billing information has been processed. 

We recommend ensuring that billing details are correct at checkout or contacting customer service before placing an order if a change is needed.

If you receive a notification indicating that your address is incorrect or incomplete, you can reach out to us provide the updated address details. 

Please ensure that you include all necessary information such as house number, area, landmark, city, state, pincode, and contact phone numbers. 

This will assist in rerouting your order effectively. You may also contact Frido if further details are required for successful delivery.

At this time, we are unable to accommodate customized products. 

We appreciate your understanding and are happy to assist with any of our current offerings that might suit your needs.

Warranty

No, we do not provide warranties for all our products. Due to variations in usage and conditions, most products are not covered under a warranty. However, we assure you that our products are built for longevity and designed to last.

If you face any issues with a product, please fill out the Contact Form, and we will do our best to assist you.

Currently, we offer a limited warranty for the following products:

  • Frido AeroMesh Ergo Chair
  • Frido Ergonomic Office Chair

This warranty covers defects in materials and workmanship for a period of one (1) year from the date of purchase.

The warranty for the Frido AeroMesh Ergo Chair covers the following components:

  1. Hydraulics
  2. Armrest Mechanism
  3. Chair Base


Yes, the following are not covered under the warranty:

  1. Normal wear and tear.
  2. Damage caused by misuse, abuse, or improper maintenance.
  3. Modifications or repairs not performed by authorized personnel.
  4. Seat Cushion & Backrest.

The warranty for the Frido Ergonomic Office Chair covers the following components:

  1. Hydraulics
  2. Armrest Mechanism
  3. Chair Base

Yes, the following are not covered under the warranty:

  1. Vegan leather upholstery.
  2. Normal wear and tear.
  3. Damage caused by misuse, abuse, or improper maintenance.
  4. Modifications or repairs not performed by authorized personnel.
  5. Cushion.

To make a warranty claim, follow these steps:

  1. Contact Us: Email us at [email protected] with your proof of purchase and a detailed description of the issue.
  2. Provide Details: Attach photos or additional information if requested by our team.
  3. Claim Assessment: Our team will review the claim and, if approved, will repair or replace the defective part(s) at no cost.

Yes, the following limitations apply:

  • The warranty is non-transferable and applies only to the original purchaser.
  • Frido's liability is limited to the repair or replacement of defective parts as outlined above.
  • We are not responsible for any incidental or consequential damages.

If you have any questions or need further assistance, you can contact us through the following channels:

Our customer support team is available Mon-Sat, 10 AM - 7 PM to help with your warranty-related inquiries.

General Terms and Conditions

  • Returns/exchanges must be initiated within 7 days of delivery.
  • Items must be in unused and original condition.
  • Returns or exchanges for products showing signs of wear or damage will not be processed.

Returns and refunds for purchases made on marketplaces like Amazon, Cred, or Flipkart cannot be processed through our website. Please contact the respective platform.

No, MyFrido Credits are non-refundable and can only be used for future purchases on our website.

Contact Us

We’re here to help! Reach out to us through:


Our customer support is available:

  • Monday to Saturday: 10 AM - 7 PM
  • Closed on Sundays and public holidays.

Cancellation Policy

  • Orders can be canceled before they are shipped.
  • Once dispatched, cancellations are not allowed.

You will receive a confirmation email or SMS once your cancellation request is processed.

Yes, if your payment was made online, a refund will be processed within 7 working days.

Other FAQs

If reverse pick-up is unavailable for your pin code:

  1. You’ll need to self-ship the product to our return address.
  2. Shipping costs for self-return may be reimbursed upon sharing valid courier receipts.

Yes, multiple items from the same order can be combined in a single return/exchange request. However, each item must meet the eligibility criteria.

No, once a refund method is chosen and the return request is submitted, it cannot be changed.

We understand that the product might not meet your expectations. 

Please provide us with your order details so that we can check the available options to assist you further. 

Your comfort and satisfaction are our priorities.

We offer Arch Support insoles that help relieve pain from overpronation and knocked knees. 

We provide two variants: Rigid, suitable for standing and walking, and Semi-Rigid, ideal for running, jogging, and gym activities.

The Piles cushion is not designed to alleviate back pain. 

For relief related to the spine, we recommend using a back or lumbar cushion instead.

You can view a demonstration video by following the provided link to understand the uses of the Frido Wedge cushion.

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