Welcome to the String Freq FAQ page. Here you’ll find answers to common questions about our products, custom orders, shipping, and more.

Products & Customization

Q: What is the difference between Regular and Custom products?
A: Regular Products are in-stock items ready to ship immediately. Custom Products are made-to-order based on your specific design requests, measurements, or fabric choices. Each custom piece is crafted uniquely for you after you place your order.

Q: Can I return or exchange a Custom Product?
A: Due to the personalized nature of our custom collection, Custom Products are final sale and cannot be returned or exchanged for reasons like change of mind or fit issues. However, if your item arrives damaged, defective, or if we sent the wrong item, please contact us at info@stringfreq.com within 7 days, and we will resolve the issue (repair, replace, or refund).

Q: How do I place a Custom Order?
A: Select the "Custom" option on the product page. You will be guided to provide necessary details such as measurements, fabric preferences, and design notes. If you have complex requirements, feel free to email us at info@stringfreq.com before ordering to discuss your vision.

Q: Do you offer size guides?
A: Yes! Each product page includes a detailed size guide. For Custom Orders, we recommend following our measurement instructions carefully. If you are unsure, please reach out to our team for assistance before finalizing your order.

Orders & Processing

Q: How long does it take to process my order?
A: 

· Regular Products: Processed within 1–3 business days.

· Custom Products: Require 2–4 business days for creation and processing before they are shipped.

· Note: Processing times do not include weekends or holidays.

Q: Can I cancel or modify my order after placing it?
A: 

· Regular Orders: We can attempt to cancel or modify an order if contacted immediately after placement, but once it enters the packing stage, changes may not be possible.

· Custom Orders: Since production begins quickly, changes or cancellations are only possible within 24 hours of placing the order. After this window, the item is considered in production and cannot be cancelled. Please contact info@stringfreq.com ASAP if you need to make changes.

Shipping & Delivery

Q: Where do you ship?
A: We ship worldwide! Shipping rates and estimated delivery times vary by region. Please refer to our Shipping Policy page for detailed rates and timelines.

Q: How will I know when my order has shipped?
A: Once your order leaves our facility, you will receive an email confirmation with a tracking number. Please allow up to 24 hours for the tracking information to become active on the carrier’s website.

Q: Do you offer free shipping?
A: Yes, we offer Free Standard Shipping on all orders with a subtotal of $200.00 USD or more.

Returns & Exchanges

Q: What is your return policy for Regular Products?
A: We accept returns for Regular Products within 30 days of delivery, provided they are unworn, unwashed, and have original tags attached. We do not offer direct exchanges; instead, we recommend placing a new order for the desired item and returning the original one for a refund. Please see our Returns & Exchanges Policy for full details.

Q: Who pays for return shipping?
A: For returns due to personal preference (size, style), the customer covers the return shipping cost. If the return is due to our error (wrong item sent) or a defect, String Freq covers all shipping costs.

Payment & Security

Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, MasterCard, American Express, Discover) and other secure payment options available at checkout. All transactions are processed through encrypted, secure gateways.

Q: Is my personal information safe?
A: Absolutely. We prioritize your privacy and security. We do not store full credit card details on our servers. For more details, please review our Privacy Policy.

Contact Us

Q: How can I contact customer support?
A: Have more questions? Our team is here to help! Please email us at info@stringfreq.com, and we will get back to you as soon as possible.