Frequently Asked Questions

QDo you ship outside the United States?

AAt the moment, we currently ship within the United States only. Orders with shipping addresses outside the United States cannot be accepted at this time.

QHow long does shipping take?

AStandard U.S. shipping usually takes 7-15 business days after your order has been processed and handed to the shipping carrier.

QHow much is shipping?

AU.S. orders include free tracked shipping.

QWill I receive tracking information?

AYes. Once your order ships, tracking information will be sent by email when available. Tracking may take 24-48 hours to update after the carrier receives the package.

QHow long does order processing take?

AOrders are usually processed and prepared within 1-3 business days after your order is placed and payment is confirmed. Business days do not include weekends or major holidays.

QCan I change my shipping address after placing an order?

AIf you notice an address mistake, please contact us as soon as possible at support@thefreq9.com. We will do our best to help, but we cannot guarantee address changes after an order has started processing or has shipped.

QCan I cancel my order?

AIf your order has not yet been processed or shipped, we will do our best to cancel it. If the order has already shipped, it may need to be handled as a return after delivery.

QDo you accept returns?

AYes. Eligible items may be returned within 30 days of delivery. Items must be unused, unworn, in the same condition that you received them, and in their original packaging.

QHow do I start a return?

APlease email support@thefreq9.com with your order number and the reason for your return request. Please wait for approval and instructions before sending any item back.

QWhat if my item arrives damaged or incorrect?

APlease contact us as soon as possible with your order number and clear photos of the item, packaging, and shipping label. If approved, we will offer a replacement, refund, return label, or another suitable solution depending on the situation.

QWho pays for return shipping?

AFor returns due to customer preference, sizing choice, or change of mind, the customer may be responsible for return shipping costs. For approved damaged, defective, or incorrect items, we will help cover return shipping or provide another suitable solution.

QAre the stones exactly the same as the product photos?

AMany of our products are made with natural stone beads. Slight differences in color, size, texture, bead pattern, mineral inclusions, and finish are normal characteristics of natural materials. These variations are not considered defects.

QWhat do 8mm and 12mm mean?

AFor bracelet options, 8mm and 12mm usually refer to bead size. 8mm beads create a more subtle everyday look, while 12mm beads create a bolder look.

QHow should I choose a bracelet?

AChoose based on the color, bead size, style, and how you plan to wear it. Many customers choose a simple everyday bracelet first, then add a second piece for stacking or gifting.

QHow should I care for my bracelet?

ATo help keep your bracelet in good condition, avoid harsh chemicals, perfumes, lotions, and long water exposure when possible. Store it in a dry place when not wearing it.

QCan I wear it every day?

AOur bracelets are designed for everyday styling, but gentle care will help them last longer. We recommend removing your bracelet before swimming, showering, heavy exercise, or using cleaning products.

QIs checkout secure?

AYes. Our store uses Shopify checkout and supported payment providers. We do not directly store your full payment card details.

QWhy did my payment fail?

APayment may fail for reasons such as bank decline, incorrect billing details, card limits, or payment provider review. You can try again, use another payment method if available, or contact your bank for more information.