At FrogHouse.com we strive to ship your order within one to three days from the time they are received. We understand that you want your stuff ASAP, so we are working overtime to get it to you fast. Once your order has been filled and shipped, you will receive an email from us indicating so.
If you are paying by check or money order, unfortunately we wonât be able to ship your products until we receive payment. If you have placed a special order you need to understand that our goal of getting your products out the door within three days does not apply, but we are still working hard for you.
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| Can I adjust or cancel my order? |
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If you would like to make any changes to your order including adding, subtracting, or cancelling items your best bet is to give us a call or email us at help@froghouse.com. Remember, we work on Pacific Standard Time so if you are calling outside of our regular business hours just leave a message and we will get back to you. We can make any changes you would like, no worries. Obviously, if your order has already shipped then it is beyond our control.
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| What if what I order is out of stock? |
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Unlikely. We have tried to be ahead of the game by installing software that allows us to accurately track our inventory. It is called auto-depletion and automatically updates our site every time a product is sold. If the software sees that a particular size, color, etc. is sold out then it will automatically pull that product or option from the site disallowing you to even attempt to purchase it. This means that if a product is sold out then it should not be visible for purchase on the site. Having said this we must also say that some items (leashes, videos, etc.) that we believe are readily available for restock we have classified as ăalways availableä. This should not affect you, but we want you to be informed. In addition, due to human error, there have been times when we thought we had an item that we did not. Should this circumstance ever occur, you can bet that we will contact you as soon as we discover the problem.
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| Your employees are pretty hot. Can I order one of them? |
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It is true that many of our employees are really, really, ridiculously good looking, but you really need to be committed if you want to order one of them because you will have to pay shipping for an oversized package. In all reality many of them are single and probably would like to date you and all of your good-looking friends. Give them a call at 867-5309.
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Once your order ships you will be sent an email confirmation letting you know that your package is on its way, and how to track it.
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| What if I didnât receive my entire order? |
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First of all are you sure your bro didnât nab your goods? If you truly are missing something then you should have been contacted letting you know why an item was unavailable. If neither of these are the case then we are in error so please email us help@froghouse.com or call us. We messed up either by forgetting to ship the item or forgetting to inform you that it was unavailable. We truly are sorry and will try to make this negative into a positive.
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| What if I never received my order? |
This is a bum deal. First did you receive an automated email indicating that we received your order? Donât forget to check your span folder. If not then for some reason we never received your order and you will need to place your order again. The good news in this case is that your card did not get charged.
If you have received an order confirmation, sent via email from us, but have not received an email indicating that your product has shipped then we are still working on it and apologize for the inconvenience. If it seems to have been an abnormal length of time then feel free to contact us.
If you have received an email indicating that your order has shipped, but you have not received it, then we would suggest that you use your tracking number to see where it is. FedEx tracking Again we are sorry for any inconveniences.
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| Can I place a large order for a team or event? |
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If you would like to order a large quantity of a product for your team or event you are at the right place. Depending on the items and quantities you purchase you may even receive a discount. Helpful information that you can provide us with, includes; the manufacturerâs name, product name and description, and/or the product id (ăskuä, ăitem numberä, or ăstyle numberä), colors, and sizes. Once we receive your inquiry we will communicate to you concerning the availability, cost, and estimate a time frame for delivery so you can make your decision. Keep in mind that if we have to special order items for you it will take extra time (approx. 1-3 weeks) so plan ahead. Regardless, we would love to help so please contact us by phone at 949-645-1730 or email at help@froghouse.com.
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| How do I set up an account? |
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There are two ways of setting up an account on froghouse.com. First, if you would like to set up an account so you can start receiving our newsletter, coupons, and special offers then do so from the home page. Secondly, if you would like to make a purchase at this time then shop as you normally would, and proceed to check out. As part of the check out process your account will be created for you. From now on when you return just enter your username and password and it will expedite the check out process.
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| What happens if I forgot my password? |
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Forgot your password? Youâre not the first. When you go to log in you will see the link for ăI forgot my passwordä. After confirming you are who you claim you are we will send your password to your email account. Bam, itâs done.
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| Can I update my account information? |
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Donât fret you can always change your account information. The easiest way to change it will be during the check out process, where you can change anything that needs to be changed.
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| Where do I send the cookies I made for you? |
You make the best cookies; we love them. Just please donât put laxative in them next time. Our favorites are oatmeal chocolate chip (no raisins). You can send them to:
6908 W. Coast Hwy
Newport Beach, CA 92663
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| How much will my shipping charge be? |
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We have set it up so that you will find out exactly how much your shipping charge will be during the check out process. Our agreement with FedEx dictates that we get very reasonable rates for their exceptional services. We pushed a hard bargain on behalf of our customers, cuz we love you.
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| What shipping methods do you offer? |
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After research and negotiation we have signed a contract with FedEx because we believe they offer the fastest most reliable service and thanks to our contract, the best prices. During the checkout process you will have the option to choose between either ground shipping or express options.
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| Do you ship outside the USA? |
It is unfortunate, but we currently only ship to select addresses outside of the United States. This is because of potential difficulties with customs, brokerage fees and taxes incurred on shipping products abroad. In addition, some of the main brands prohibit us from shipping their products internationally as a result of their international distribution agreements. These agreements prohibit all US vendors from shipping abroad and are therefore beyond the control of The Frog House.
With all this being said we have been know on occasion to ship some items to our international customers. These orders must be placed via phone (949-645-1740) and are decided on a case-by-case basis.
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| How can I be sure to receive my purchase before Christmas? |
As a general practice we ship Fed Ex ground home delivery which by their claim will arrive in 1-5 business days anywhere in the contiguous US. They deliver Tuesday through Saturday 9am to 8pm. You can also choose express shipping to expedite the process. If it may be a close call our suggestion is to contact us via email at help@froghouse.com or call us so that we can confirm shipping arrival times for your area.
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| What are my payment options? |
Here at the Frog House we offer you the following credit card options: Visa, Master Card, Discover Card, and American Express.
You can also mail us a check or money order to:
Froghouse.com
Attn: Order Payment
1032 W. 18th St. Unit: A-2
Costa Mesa, CA 92627
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We will process your order as soon as your check has cleared the bank.
If you are not comfortable giving your credit card information on the internet we are happy to complete your transaction via telephone (949-645-1730). Do keep in mind that we have made every effort in the design and upkeep of our site to make it a safe and secure shopping environment. Our security is maintained at industry standards with our customers in mind. As a last resort our secure connection is also insured for $1,000,000.
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| Can I trade beer for products? |
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In the old days this would have been a no brainer. Beer is always better. Our beer of choice is New Castle. Unfortunately, these days our creditors wonât let us pay them with beer anymore so we need to collect US currency.
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| Do I have to pay sales tax? |
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If your billing address or the place your goods are being shipped to is within California, then the man wants his taxes and you will need to pay CA sales tax. If you are outside of California than youâre free from California sales tax.
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| What is your return and exchange policy? |
We want to make sure that you are happy with what you receive from us so please feel free to return/exchange products you have purchased from us within 30 days as long as they are in new condition, unwashed, and have not been used. By all means try products on but just donât use them if you wish to return or exchange them. All wetsuits, surfboards, skateboards, etc. that have only been used once, are used, and therefore not returnable. All returned/exchanged videos or DVDâs must be unopened in their original packaging.
All products that are attempted to be returned or exchanged that have been used, washed, or otherwise not in new condition will be returned to the customer at their expense. Although our return/exchange policy may seen a bit harsh we desire to communicate it clearly to you so there are no misunderstandings. In all reality we are reasonable people and will treat you accordingly.
See the following question on how to return merchandise to make your return/exchange.
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| How do I return merchandise? |
We are happy for you to return anything you donât want (please see our return policy, above). Please make sure to INCLUDE:
- Original manufacturerâs PACKAGING AND TAGS
- A copy of your RECEIPT
- A clear NOTE indicating what you would like to EXCHANGE for or if you would like a REFUND.
Mail it to:
Froghouse.com
Attn: Returns
1032 W. 18th St. Unit: A-2
Costa Mesa, CA 92627
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We are not responsible for the return shipping charges so ship it to us any way you choose. We will however pay to send your exchanges back to you. At times we will cover the return shipping charges if a mistake was made on our part, but you will need to authorize it with us first. When we receive your return we will process it as quickly as we can, but sometimes this may take a couple of weeks. All exchanges will be shipped to the customer address on the original receipt. We appreciate your business.
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| What happens if I received damaged or incorrect merchandise? |
That sucks. We are very sorry and of course will put forth our best effort to take care of you. Please give us a call or email us at help@froghouse.com and we will make it right. Yes, we pay the shipping both directions in these circumstances.
Again, please contact us ASAP so that we know your situation and can promptly correct it.
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| When will my credit appear on my credit card? |
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We will credit your credit card as soon as we process your return and send you an email verification to inform you that this has been done. Please keep in mind that although we have credited your card from our end, the credit card companies sometimes take a few days or a week for it to show up on your end. The quickest way for you to see the credit is to check your credit card account online. Otherwise is will show up on your next billing statement.
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| How does the Frog House protect my information? |
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We have made every effort in the design and upkeep of our site to make it a safe shopping environment. Our security is maintained at and above industry standards with our customerâs safety in mind. We store all your personal information on separate computers in file vaults that are secured to The US Department of Defense Standards. In spite of this security, we never keep your credit card information on file after your purchase. While checking out you will see a lock symbol in the lower right side of your browser indicating that you are in a secure connection. We use a 128-bit Secure Sockets Layer (SSL) from Comodo, which is industry standard secure data encryption. We have also implemented HackerGuardian, which daily scans our site for vulnerabilities. As a last resort our secure connection is also insured for $1,000,000. We take protecting you seriously.
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| Whatâs your privacy policy? |
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For us this is very simple. We will NEVER give any of your personal information to anyone. We understand not liking spam or being contacted by Bill from India while eating dinner so we will not be part of it.
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| Are your products guaranteed? |
We stand behind all of our products and would not sell them if we believed they were of poor quality. Many manufacturersâ offer guarantees that are displayed on their products tags. We will assist you by enforcing all manufacturerâs written warrantees and guarantees. If you believe that a product you have purchased from us is faulty please contact us and we will do our best to amend the situation. Please keep in mind that some products we offer such as surfboards, bodyboards, skateboards, leashes, etc. must be expected to have wear and tear and can even break as a result of the ocean and other externalities.
Most wetsuit brands offer a one-year warrantee on all material, with a lifetime warrantee on all the seams. What this means is that as long as the rubber will hold a stitch they will repair it. Clothing does not have an explicit warrantee, but if you believe that something has happened beyond natural wear and tear please bring it to our attention and we will see what we can do.
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| How do I navigate to find what Iâm looking for? |
Our website uses a guided navigation system that helps you to get to the group of products you want to view as quickly as possible. Start by choosing a category. From there each selection you make narrows the search helping you to mine down to the group of products you really want to check out. From your category selection you can easily narrow down by subcategory, brand, price, gender, etc.
Did you drill too deep? You can easily back up to any part of your search using the crumb trail that is located just below the frog on the left side of the store. The crumb trail shows you exactly how you got where you are. Just click on the portion of the search that you want to go back to and you will be there instantly.
At any time you can also search for what you are looking for by doing a keyword search either of ăall productsä or from your ăresultsä of searching thus far. If you want to see all products from a particular manufacturer simply search that manufacturer.
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| What is meant by "assorted colors"? |
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Some of our items have as the color "assorted" because this is how we receive them from the manufacturers. In these situations we order a particular shirt and are sent an assortment of undetermined colors. As a customer if you would like to purchase a product that is sold as assorted, put the product in your cart and proceed to check out as usual. During the check out process you will find a field where you can leave us special instructions. In this area leave your ordered color choice in the field. The more colors you leave, in order of preference, the better chance that we will have it. If we do not have any of your color choices we will contact you at which time you can cancel your order or choose from the colors we have.
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| What if I canât find the item Iâm looking for? |
Whether it is a size, style, or anything else that you want, chances are we can find it. We do special orders all the time and will be happy to do it for you as well. Either email help@froghouse.com or call us with the following information and we will get back to you with availability, cost and time frame so you can make your decision.
Any or all of the following information that will help us includes: the manufacturerâs name, product name and description, and/or the product id (ăskuä, ăitem numberä, or ăstyle numberä), along with the color and size you are looking for.
Keep in mind that special orders can take an estimated 1 to 3 weeks depending on the manufacturerâs availability. In some cases a product may not be available for special order for any number of reasons.
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| What currency do you use? |
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Since we no longer accept beer as currency, we only accept US dollars in the form of credit cards (Visa, Master Card, American Express, and Discover), checks, or money orders.
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All our sizes are based on the US size scale and should fit accordingly. Each wetsuit brand has individual size scales, which should be displayed each time you select an individual wetsuit. Keep in mind that you can always return it if it does not fit!!!
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| What should I do if Iâm having trouble on your site? |
Our site was designed with the end user in mind and was therefore created using a few techniques including HTML coding language and Flash Player. All computers of the modern era have the ability to read HTML so that should not be your problem. Flash Player is also widely used with 98% of Internet-enabled computers currently having it installed. You will know that you are among the two percent of the population who does not have it installed if you are seeing blank boxes on www.froghouse.com that seem like they should be buttons. You can download and install Flash Player for free in a matter of seconds by clicking on the following link:
Get Flash Player!!
If you are still having difficulties after installing Flash, please let us know so we can help you, and fix the problem for future users.
Please email us at siteadministrator@froghouse.com.
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Sexy we are! since 1962. Check out the History link at the bottom of the Home Page.
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| Where is your retail store? |
The original store has been on the same block since 1962. Youâre still allowed to come in the shop in your wet and sandy suit, so come on by and check the place out. We would love to see you. We are located at:
The Frog House
6908 W. Coast Hwy
Newport Beach, CA 92663
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The shop in the early 60âs
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The shop these days
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