Customer Care

CUSTOMER CARE

Here you will find information about shopping the site, your order, payment options, sizing and more. Simply select from the categories below or scroll down for complete information.

 

GENERAL SIZING INFORMATION

A small amount of heel slippage is normal with new boots. It will gradually decrease as you wear them. Many people have one foot that is slightly larger than the other. If your foot is between sizes, we recommend you order up a half size. If you generally wear wide sizes and no wide is available, you may need to order half size up.

When you receive your boots, try them on in the afternoon, as feet tend to be largest this time of day. Try your boots indoors on carpeted surfaces and wear the socks or tights you would normally wear. Make sure you can wiggle your toes.

Our footwear measurements are based on a size 6 for womens and a size 9 for mens. If you have additional questions about our products or sizing, please call our Product Specialists Monday through Friday from 9am - 7pm EST at 1-800-826-3793 and select Option 2.

 

PHONE ORDERS

Please call 800.826.FRYE (3793) if you'd like to order directly by phone. Our Frye Customer Service associates are there to assist you 24 hours a day, 7 days a week.

 

ORDER CHANGES & CANCELLATIONS

Due to our quick processing time, we are unable to cancel or modify an order after it has been submitted.

 

SHIPPING INFORMATION

Frye offers shipping anywhere in the continental United States. In the continental U.S., Frye is pleased to extend customers free UPS Ground Shipping, which takes 5-7 business days after processing. Please note that business days do not include weekends and holidays.

HOLIDAY SHIPPING INFORMATION

For delivery by 12/24, order as follows:

Noon EST on 12/14 with Ground Shipping

Noon EST on 12/18 with 2 Day Air

Noon EST on 12/19 with Next Day Air

EXPRESS SHIPPING OPTIONS

Frye offers Next Business Day Shipping in the continental U.S. In addition, Frye offers UPS 2nd Business Day in the continental U.S. We also offer UPS 2nd Business Day shipping to Alaska, Hawaii and Puerto Rico. Frye is not responsible for delays caused by UPS.

•• Please note that orders placed after 1 pm EST (10am PST) will not be shipped until the following business day. Orders placed on weekends or holidays will not be shipped until the following business day.

GROUND | 5-7 Business Days | Free
2ND DAY AIR | 2 Business Days | $15
NEXT DAY AIR | Next Business Day | $25

TRACKING ORDERS

If you have an account with The Frye Company, simply log onto the site to check your order status by clicking the "Orders" button on the My Account page. Your orders will be listed here in chronological order. For customers using Guest Checkout, simply call our Customer Service associates at 800.826.3793 (FRYE) to check your order status.

 

FREE RETURNS

RETURN BY MAIL (U.S.)

If you have an account, you can start your online return by signing in, navigating to your order history and selecting “Return” for the order you would like to return.

For customers without an account, simply follow the link below then follow the on-screen prompts.

START YOUR RETURN

After you finish your online return, you'll receive an email with a pre-paid return label that can be used to ship your item(s) back to us. Please pack your item(s) in a box, affix the pre-paid return label and drop your package off at any UPS Location.

If you prefer to use your own shipping method, please send package(s) to:

The Frye Company Returns
24B Applegate Road
Robbinsville, NJ 08691

POLICY

We hope that you love your Fryes. If the product you purchased is not what you expected, please return it to us unworn within 30 days of delivery. You can either use our online return service to return your items or ship with a carrier of your choice.

The product must be returned unworn (no scuff marks – please walk on a carpeted area when trying on footwear). All returns are inspected upon receipt at our returns facility and items that cannot be restocked will be returned to you.

EXTENDED HOLIDAY RETURNS

We are sure that your loved ones will love their gifts, but just in case we have extended our 30-day return policy for the holidays. Gifts purchased between October 25th, 2016 and December 21st, 2016 can be returned for a full refund or store credit through January 15th, 2017.

REFUNDS

All refunds will be credited to your original form of payment within 10 business days (2 weeks) of receipt of your packaged return according to our policies stated above. These return policies and procedures apply ONLY to customers who purchased their Frye product from www.thefryecompany.com.

EXCHANGES

If you prefer an exchange, please follow the return instructions above and order your replacement items online or you can call us at 800.826.3793 (FRYE) for assistance.

 

FRYE REFURBISHING CENTER

To keep your Frye products looking better longer, we’ve established the Frye Refurbishing Center. We take great pride in all of our products and are here to help if you’d like to give your Frye boots, shoes or accessories some additional care.

The Frye Company warrants any genuine Frye product against manufacturer’s defect for up to one year after purchase from any authorized Frye retailer. The Frye Company does NOT offer a limited warranty for products purchased from anyone who is not an authorized dealer.

If your Frye product suffers from such a problem within this period, we will repair the product. If we are unable to do so, we will replace the item with the same style, size, and color. If the item cannot be replaced, we will issue a Frye credit to you for use on our website or in our flagship stores, in the amount of your original purchase.

The Frye Company limited warranty does not cover, and The Frye Company shall have no obligation or liability with respect to, damage resulting from accident or abuse, and/or improper or inadequate fit once footwear product has been worn and/or used. Please note that due to the nature of our fine quality leathers, our footwear and handbags are not waterproof. The Frye warranty does not apply to any co-branded collaborations.

If you are unsure as to whether your Frye products have a manufacturer's defect, please contact our Customer Service team Monday through Friday from 9am - 7pm EST at 1-800-826-3793 and select Option 3.

If your Frye product is covered by The Frye Company limited warranty, download our Warranty Repairs Form and Instructions.

If your Frye product is outside of our warranty period, we recommend having your repairs done by Resole America, who provides convenient and quality repair services through their website www.resole.com

Having trouble downloading our forms? Download Adobe Acrobat Reader.

 

MILITARY DISCOUNT

Frye has a long tradition of supplying and recognizing America's troops. As a small sign of gratitude for our military and their service to our nation, we proudly offer all active United States military personnel a 20 percent discount on full price purchases made directly from The Frye Company. We are happy to honor this discount at any of our Flagship locations. Or if you're shopping online, simply call our Customer Service team and let them handle your order. 

 

STUDENT DISCOUNT

Frye is pleased to offer a 10% discount to current students on full-price purchases made directly from The Frye Company at any of our store locations and on www.thefryecompany.com. For purchases online, please click the "College Program" link at the bottom of any page to verify your student status and receive a discount code. The discount code is valid for one purchase online and you can register for another code any time you wish to make an online purchase at www.thefryecompany.com.

 

PAYMENT ACCEPTED

thefryecompany.com is currently accepting orders using: Visa, Mastercard, American Express Discover, ShopRunner, and PayPal.

Your credit card will be charged at the time your order is placed. If any adjustment or cancellation takes place against your order, a refund will be issued immediately and will take 3-5 days to be posted back to your credit card.

 

CREDIT/DEBIT CARD POLICIES

We reserve the right to not ship to an address, name, or phone number that is different from the credit/debit card billing address, name, or phone number. If you wish to ship your purchase to a name or address that is different to what is on your credit/debit card billing statement, you must first register that address with your credit card's issuing bank. In such an event, we will validate it with your credit/debit card company. If your credit/debit card company cannot validate the shipping address or name, or if an incorrect billing phone number is submitted, we reserve the right not to process your order. This is for your protection as well as that of Frye.

 

COUNTERFEIT WEBSITES

If you have searched online for Frye products, then you may already have been exposed to the many sites that are currently advertising counterfeit Frye products using such phrases as "frye boots clearance," "frye boots sale," "frye boots outlet" and "discount frye."

While these websites may use the Frye brand name and have the look and feel of our main website, www.thefryecompany.com, they are illegal sites and any Frye product that they offer for sale is counterfeit. In some cases, these sites have dynamically pulled content from our main site, used various redirects, claimed 40% discounts and one even claimed “©2012 TheFryeCompany.com, Inc. All rights reserved.”

For more information and to see a list of sites that we know of that are/were selling counterfeit products, check our Counterfeit FAQ page.