Return Policy

We want to make it easy for you to return items bought online at Brocade Frog. Within 15 days of receipt of your shipment you may return or exchange any unused items in the original packaging and in saleable condition. 

Please note:

• Shipping fee charges are non-refundable
• Shipping costs are the responsibility of the customer unless the item is damaged or defective.  If order is damaged, please make a claim with the carrier.

 

How to Return or Exchange Items

1. Please contact Brocade Frog for a return authorization (RA). You will need to provide the item description, order number and date, and reason for return.

Note: You can find the contact information for  Brocade Frog, and the necessary order and item information, on the packing slip that accompanied your order.

2. Wrap the package securely, using the original packing material if possible and ship to Brocade Frog. Please be sure to write the RA Number on the outside of the package.

3. For your protection, we recommend that you insure your return shipment and use a carrier (such as UPS) that provides shipment tracking information. Brocade Frog cannot be responsible for lost or misdirected returns. 

 

Canceling an Order

If you need to cancel an order, please contact  Brocade Frog,  shown in your confirmation e-mail by phone as soon as possible.

Brocade Frog works hard to process and ship your order quickly. We will do all we can to stop the item(s) from being shipped, but please understand that there is no guarantee that we will be able to stop it in time. 

Special Orders

Some items are special order products and are designated as such on the web site.

These non-stock items are ordered on a per-customer basis and are therefore subject to a 30% restocking fee when returned. Special orders may be cancelled within the first 24 hours of placing your order by calling  Brocade Frog. After 24 hours, cancellations are subject to a 30% restocking fee. If product is personalized or private labeled, your order cannot be cancelled.

Defective Product

If you receive a product from Brocade Frog that is defective, you must inform them within 10 days of receipt. Brocade Frog will provide further directions for returning or exchanging the item.

Damaged Product

Carefully examine each box for damage. This includes tears in the boxes, crushed corners or edges, dents, open, or wet boxes, etc. Please be sure to write down all exceptions in the UPS delivery receipt book or have the driver make the notations.

If you receive an item that is or appears to be damaged in shipment, you must notify UPS and Brocade Frog immediately. Please keep all packing and shipping cartons and materials while awaiting instructions for return or replacement.

Time Needed for Credit and Return

Please allow approximately 10 business days for Brocade Frog  to process your return or exchange. If you are exchanging or returning an item purchased for you as a gift, please contact  Brocade Frog for instructions on receiving a merchandise credit. Refunds will only be applied to the credit card used to make your purchase. In the event you made your purchase by check, your refund by check may require 10 business days for processing.