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Customer Service

Orders

Here at The Frog and the Princess we want to make your shopping experience fun and convenient. Online orders can be placed 24 hours a day, 7 days a week.

If you require assistance please email customerservice@thefrogandtheprincess.com and we will get back to you within 24 hours.

Contact Information

Email: customerservice@thefrogandtheprincess.com

Payments

We accept Mastercard, Visa, Amex, Discover, & E-Checks. We also accept money orders and cashiers checks. Customer privacy and security is important to us, please be assured that all payments made through our site are 100% secure, and at no time will your personal information be shared with anyone. Ever!

Shipping

All orders under $75.00 incur shipping charges based on your total, please see chart below:

Up to $39.99 $5.95
$39.99-$59.99 $8.95
$59.99 - $74.99 $10.95
$75.00 and up FREE**


**Please note: All larger items such as Furniture may require an additional freight surcharge that does not qualify for the FREE shipping.

Please see detail description on these items for applicable charges.
Free shipping is ground shipping to the 48 continental US States only.

Hawaii, Alaska, APO/FPO, Canada & Puerto Rico do not qualify for the free shipping and will incur a shipping rate. Please see below for shipping chart:

Up to $39.99 $7.95
$39.99-$59.99 $10.95
$59.99 - $74.99 $12.95
$75.00 - $99.99 $14.95
$100.00 - $149.99 $16.95
$149.99 - $200.00 $19.95
$200.00 and up 8.5% of order total

International Orders

We are pleased to announce international shipping for Non-Freight and items that are not oversized. Please consult the following chart below for international shipping rates:

Up to $39.99 $29.00
$40.00-$74.99 $39.00
$75.00 - $124.99 $54.00
$125.00 and up $69.00

All applicable duties or taxes imposed by the international destination country will be billed to you directly, and are the sole responsibility of the customer. The Frog and The Princess will not collect money on your behalf for duties and taxes for international shipping.

Delivery Time

Many of our items are custom made to order and require a specific amount of time for delivery. Please see each product description for shipping time. There are times that your order contains items that will be shipped separately, and you will not incur any additional costs for this. You will be notified promptly by email if there are any delays with your order. We use several shipping carriers and reserve the right to choose the best one suited to your order so that you may recieve your items as quickly as possible. If your item arrives damaged, please keep all related packaging and contact us within 7 days to arrange for a replacement.

Freight Delivery

Freight Delivery requires you to be available for the delivery, and you will be contacted prior to the delivery to set up a convenient time for you. Upon delivery please inspect the entire delivery prior to signing for it and note any issues on the delivery slip. Please contact us immediately with any issues regarding a freight delivery so that we can assist you.

At this time we are unable to arrange for freight shipments of large furniture items outside of the 48 contiguous states. Large play structures and toys are also not available for international shipping.

Returns and Exchanges

All Custom orders and Wall Art are non refundable and cannot be returned or exchanged. Items include, but are not limited to: handpainted shoes, all tutus and pettiskirts, bling items, handpainted room decor. Please contact customer service if you have any questions regarding the return policy of your purchase.

We would like to make your shopping experience with us satisfying. If for any reason you need to return your item, you will be offered a refund, exchange or credit. Please follow the following instructions to facilitate a return:

• Please notify us by email within 10 business days of receipt of order and we will give you a Return Authorization Number.

• Item must be received in NEW condition, with all tags/packaging attached.

• We must receive it within 10 business days from issuing the RAN, upon receipt of item, we will inspect it and issue the refund/exchange/store credit as requested.

• Shipping charges will not be refunded and are the responsibility of the customer.

• Items shipped with FREE shipping will have applicable shipping charges deducted from the refund/exchange/store credit.

• Freight items may require a manufacturer's restocking fee.

• All sale items are FINAL SALE

New Product Submission

We at The Frog and the Princess continually search for new artisans and would love to see the designs you have to offer. Please contact aurelia@thefrogandtheprincess.com for all submissions. Include as much information as possible about yourself and your work with clear, high-resolution photos of your items. Physical samples are not required, but if they are available, please contact us for a mailing address.