Frequently Asked Questions

FRE, Inc. Help Desk

Welcome to the FRE, Inc. Help Desk. Here you will find a variety of information to answer our customers most frequently asked questions. If you can't find the answer you're looking for or need immediate assistance, please contact our customer service desk at 888-299-6647

On-Line Purchase Security:
With FRE, Inc. rest-assured that you and your credit card information are protected through our 256-bit SSL certificate. Your information is made secure through Authorizenet SSL encryption protocols. See our security policy below for more information.

Shipping Methods and Policies

Orders Shipped within 3 business days
Orders Shipped within the US sent DHL Ground (3-5 days delivery time)
Orders Shipped to Alaska, Hawaii, sent USPS Priority (4-10 days delivery time)
International Orders sent USPS Airmail Priority (7-10 days delivery time)
Days designated "to be delivered" depend on destination.
We also offer expedited shipping methods of 2nd Day Air and Overnight which is charged via weight and distance.
To order expedited service please call our help desk at 1-888-299-6647

International Buyers
Due to the increased incidence of fraudulent credit card transactions, we are unable to ship to a number of international destinations. Please contact customer service prior to ordering for shipping information
Please note that many vitamins and supplements are unavailable for import into certain countries. It is your responsibility to make sure that the product is allowed to be imported into your country.
Please do not send checks or money orders. These cannot be processed without being returned to the country of origin for collection which involves a prohibitively large fee. Checks and money orders from overseas will be returned.

Return Policy

Satisfaction Guarantee
Every item we sell reflects our commitment to give you the best quality, service and value. If you are not satisfied with your FENIX Rehab System within 14 days of purchase, simply call for a return authorization, shipping charges on returns are your responsibility. There is a Flat $10.00 handling, processing, and restocking fee on returns.

If you are not satisfied with any other product sold by FRE, Inc. you may return it for a refund, IF the product has not been used, packaging is not damaged, and all seals are intact on unused products. Request for return authorization must be made within 14 days of delivery. You are responsible for all shipping cost on authorized returns. There is a Flat $10.00 handling, processing, and restocking fee on returns.

Please be aware that we only accept returns that have been authorized by one of our customer service representatives. Other returns will be refused. You will also be subject to a flat $10.00 handling, processing and restocking fee on all authorized returns. We're sorry, but we do not accept returns of items more than 14 days after delivery.

Tracking Your Package
If you have a tracking or delivery confirmation number, follow the links below for more information. If you're not sure whether or not your order has been shipped, check the status of your recent orders by contacting customer service. Please provide your order confirmation number and the name your order was placed under.

DHL
http://track.dhl-usa.com/TrackByNbr.asp?nav=TrackBynumber

U.S. Postal Service
http://www.usps.com/cttgate/welcome.htm
http://www.usps.gov

Estimated Delivery Time

Standard Orders
Orders are usually processed and shipped within two business days. Depending on your location please allow 5-10 business days for your order to arrive after placing the order. If there is a delay for any reason (such as an out of stock item), you will be notified by e-mail or phone. We prefer to ship using DHL or USPS. If you are in a particular hurry to receive your order, we do offer expedited services. We use DHL 2nd day in the Continental U.S., and USPS Global Express Mail to Canada and International destinations. (Please call or email for rate information.) All orders to APO/FPO addresses will be shipped via USPS Priority Mail.

2nd day or Overnight Orders
If you need your order fast, we will do everything we can to accommodate your needs. After you submit your order, please call our toll free number to tell us of your special needs. Shipping charges are automatically calculated by our shopping cart system. All overnight orders received by 6:00PM CST will be shipped the next business day, via UPS. Orders received after 9:00PM Central Time Friday, Saturday, or on Sunday will be processed on Monday. Please note that there is no weekend delivery, no delivery to P.O. Boxes or APO/FPO and no delivery to international addresses for overnight packages.

Weekend delivery
Orders shipped via UPS (Overnight, 2-day, and Ground) are delivered Monday through Friday only.
Orders shipped via USPS are delivered Monday through Saturday.

Alaska and Hawaii
Shipping to Alaska and Hawaii may require an additional two to four days.

Back Order Policy
While we attempt to stock every item we carry, a product may occasionally be on backorder with our suppliers. If any product in your order is out of stock, we will hold the order for up to 7 calendar days until the entire order can be shipped. After those 7 days, the available items will be shipped and the out of stock items that will be placed on back order. After at most 21 additional days, any back ordered items still out of stock will be refunded.

This policy does not apply to 2nd Day or Overnight shipping. If an item is out of stock for a 2nd Day or Overnight order, we will make every attempt to contact you for order adjustment immediately. Also, International orders may or may not be back ordered at our discretion.

Payment Options

All prices quoted within our site are in US funds.

Major Credit Cards:
We accept Visa, MasterCard, Discover and American Express credit cards, and they are processed through our on-line secure server where you and your credit card information are protected through Authorizenet SSL Certification.

Fax or Mailed Orders:
We accept Fax orders. Just FAX your View Cart Contents page, and Confirmation Order Form page to: 320-679-3620.

Checks must be drawn in US funds payable to FRE, Inc. Include a printed copy of the order confirmation email along with your money order and mail them to FRE, Inc. 1955 130 th AVE. Mora , MN. 55051. Checks or money orders sent that do not include sufficient shipping charges will not be processed.

Price Match Guarantee
Here at FRE, Inc., we are committed to offering quality products at the best prices possible. If you can find one of our products advertised at a lower price by another merchant, contact us and we will attempt to match that price! You must be able to provide us with a phone number and/or web address of the product for verification purposes, and the merchant must have the item in stock. Our goal is to turn you into a lifetime customer, and we will make every attempt to satisfy your needs.

Pricing Information
"Retail Price" is the suggested retail price provided to us by our suppliers. We make no representation that a substantial number of these products have been sold or offered for sale at the list price. Actual retail prices in your area may be substantially different. Because we sell our merchandise over the Internet on an international basis, it is not possible to know if our merchandise is sold at list price in any particular location or at any particular time.

"You Save" reflects the difference between our price and the supplier-provided list price shown on our sites. Because the list price may be different than the actual retail prices in your area, you may not actually realize a savings of this amount and may want to make an exact comparison for yourself by checking the prices of other Internet or local retailers prior to making a purchase.

Product Images
Product images are subject to change. We do not guarantee that the image of every product is the most up to date version of that product, as companys occasionally change their product packaging.

Product Suggestions
Can't find the product you're looking for? We're constantly adding new products to our site, so if you have a product suggestion, we're happy to hear it! Contact our customer service department with the product name and manufacturer, and we'll look into it.

Natural Packaging
FRE, Inc. recognizes the importance of shipping your items so that they arrive in perfect condition, and we use a variety of packaging materials to protect the products you've ordered. But we also care about the environment, as do many of our customers. We promise to package your order with the most ecological materials available. Don't be surprised if your order arrives in a reused box or with reused "stuffing" inside. We take special care to purchase packaging materials that are made from recycled materials and that are recyclable. Virtually every FRE, Inc. order is shipped in a corrugated container composed of 25 to 30 percent post consumer recycled material. Once used, these containers are 100 percent recyclable for use in the manufacture of other paper products. Corrugated shipping containers are one of the most commonly accepted materials by either curbside recycling programs or at recycling centers nationwide

FRE, Inc. Privacy and Security Policy
Your privacy and security is very important to FRE, Inc. ("we" or "us"). With that in mind, we have established and implemented information handling practices for FRE, Inc. that we believe are consistent with the highest standards and best practices of organizations doing business on the Internet. This privacy policy ("policy") describes the practices that apply to our site, including, specifically, the information we collect about you, when and how we collect that information and what may happen to that information. We have prepared a detailed policy because we believe you should know as much as possible about our practices so that you can make an informed decision about the extent of your use of our site.

Simply put:
We will only collect personal information like your name, e-mail and mailing address, and telephone numbers ("Personal Information") for order processing purposes;
Unless otherwise described herein, we will not disclose your Personal Information to third parties unless you have authorized us to do so;
We will take reasonable steps to protect the security of the Personal Information we collect from you.

The remainder of this policy describes our information handling practices in detail.

How We Protect Your Information.
We are committed to safeguarding your information when you purchase products through FRE, Inc. on-line stores. For that reason we employ a staff of security technology professionals and utilize a full range of the best security technology available. Specifically, when you order your information is secured from unauthorized access from the Internet through market leading firewall technology provided by industry-leading Authorize.net. The connection between your computer and our server is protected from eavesdropping through industry-standard encryption technology known as Secure Socket Layer (SSL). Depending on your browser, this SSL will have encryption keys of up to 128 bits. To ensure that we fulfill our commitment to safeguard your information, we continually assess new technology for protecting your information to make sure that our information handling practices are in accordance with the highest industry standards and best practices on the Internet at all times.

When You Are Just Visiting Us...
You can always visit our site without revealing who you are or providing any Personal Information. When you visit our site or visit our site through one of our partner's sites, we do collect usage information ("session data"), but it is anonymous and is not linked to you as an individual. We use session data to better understand things like how our site is navigated, how many visitors arrive at specific pages, the length and frequency of stays at our site, the variety of searches of our site's database, the types of browsers and computer operating systems used by our visitors and the Internet Protocol addresses from which our visitors connect to our site. We use this information to improve our site content and ease of use.

Cookies
We may place a "cookie" on your personal computer. A Cookie is a small computer file that our computer sends to your computer and that your computer sends back to us each time you make a request from our site. Cookies help us recognize you when you visit our site again. We use cookies on our site to collect session data for several purposes to personalize and improve your individual viewing experiences on our site. For example, we use cookies to keep track of your use of our site, gather data to improve the content of our site, provide information that may be of interest to you and improve the security of your experience with us. Most Internet browsers automatically accept cookies. However, you can instruct your browser, by editing its options, to stop accepting cookies or prompt you before accepting a cookie from the sites you visit. If you decide not to accept our cookies, you will still be able to access those parts of our site that are available to the general public, but you will not be able to view some information on our site, use some features designed to enhance your experience at our site or access many of the services offered at our site.

Additional Products and Services
We may partner with other companies to offer you additional products or services. If you sign up for any of these additional products or services, we will share your name and any other Personal Information that is necessary for these other companies to provide the products or services you have signed up for. This policy will not cover the use of your Personal Information by these other companies. We encourage you to read each other company's privacy policy before signing up for any of its products or services.

Notification of Changes
We may change this policy from time to time. If we decide to change this policy in a material way (for example, a change regarding disclosure of Personal Information), we will post notice of the change on our site at least thirty (30) days before putting the change into effect. If we decide to change our policy in a less significant way, we will simply post notice of the change on our site at least ten (10) days before putting the change into effect.

Links
Our site provides links to other sites. When you click on one of these links, you are leaving our site and entering another site that we do not control and for which we cannot be responsible. You should carefully review the privacy statements or policies on any other site that you visit because those privacy statements or policies will apply to your visit to that site and may be very different from our policy.

Contact Us
If you have any questions or concerns about this policy or our information handling practices, you may contact us at 1-888.299-6647 We will attempt to respond to your questions or concerns within five (5) business days after we receive them.

FRE, Inc.