Pre-Order Policy

A preorder reserves a product before it is ready to ship. We collect full payment at checkout. Your estimated shipment date appears on the product page and in your order confirmation. You can request a change-of-mind cancellation within 7 days of placing an unshipped preorder. If we cannot ship on time, we will offer you the choice to accept the delay or cancel for a full refund.

Payment and estimated shipment

Preorders are offered for products temporarily out of stock or not yet available for shipment. Your payment method is charged in full when you place the order. The estimated shipment date is the date we expect to send the product, not the date it will arrive. Carrier transit time begins after shipment.

We will keep you informed of shipment updates by email. Estimates may change because of production or supplier delays, but a revised estimate does not remove your cancellation and refund rights described below. Normal in-stock processing timelines do not apply to preorder items.

Change-of-mind cancellations

To cancel an unshipped preorder within 7 days of placing it, email support@frankynu.com with your order number or use our contact page. We will refund the full amount paid for a fully canceled, unshipped order, including shipping and applicable tax, to your original payment method.

After the 7-day voluntary cancellation window, change-of-mind cancellations are not normally available. This does not affect cancellation rights arising from a shipment delay, our inability to fulfill the order, or applicable law. Once an item has shipped, return requests follow our Refund Policy. The first-order guarantee begins on delivery, not on the date you place the preorder.

If shipment is delayed

If we learn that we cannot ship by the stated estimated shipment date, we will notify you no later than that date. The notice will explain the delay, provide a revised shipment date if we can reasonably give one, and let you choose between accepting the delay and canceling the unshipped items for a full refund. You do not have to wait 14 additional days to request cancellation because we missed the stated shipment date.

We will obtain your consent to any delay as required by applicable law. If we cannot provide a definite revised shipment date, we will say so; if you agree to an indefinite delay, you may cancel any time before shipment. If a further delay occurs, we will provide a new notice and obtain any required consent. If we cannot fulfill your order or do not obtain required consent, we will cancel the affected unshipped items and issue the required refund without requiring you to ask.

Refunds and cancellations by Franky

We may cancel a preorder if we cannot fulfill it. We will notify you and refund the amounts owed for the unshipped items. Refunds for a canceled preorder are processed within 7 working days to the original payment method, unless applicable law requires a different period. Your bank or payment provider may take additional time to post the funds.

If the whole order remains unshipped and is canceled, we refund the full amount paid, including shipping and applicable tax. If part of the order has shipped, we refund the amount owed for the canceled unshipped portion and any associated charges required by law.

Address changes and split shipments

Keep your email, delivery address, and billing information accurate. Contact support@frankynu.com before shipment if you need a correction. We will confirm whether a requested change can be made and disclose any resulting change to shipping fees or timing before you agree. We cannot redirect packages after carrier pickup.

Items may ship in separate batches. If you order both in-stock and preorder items, contact us to confirm the expected shipment schedule. Your rights regarding a delay apply to the affected unshipped items.

Delivery problems and consumer rights

Contact us if an order does not arrive or arrives damaged or incorrect. We will investigate and arrange a replacement or refund where appropriate. These terms do not exclude any cancellation, refund, warranty, or other rights that cannot be excluded by law. See our Shipping Policy and Refund Policy.

Contact Franky

Franky Nutrition Inc.
1007 N Orange St. 4th Floor, Suite #4390
Wilmington, Delaware 19801, United States
Email: support@frankynu.com
Phone: +1 (786) 442-1243
Support hours: Monday–Saturday, 9:00 a.m.–6:00 p.m. US Eastern Time.

This is our business address. Please contact us for return instructions before sending any products; the business address is not a return authorization.