At Fresh & Preppy, we are dedicated to providing exceptional customer care to students and families who choose to shop with us. Our terms and conditions outline our commitment to ensuring your satisfaction, addressing your concerns, and enhancing your shopping experience.

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Communication

We strive to provide clear and timely communication through various channels, including email, phone, and live chat. Our dedicated Customer Care team is here to assist you with any questions, concerns, or issues.

Response Time

We aim to respond to customer inquiries and requests within 48 hours, Monday through Friday, excluding holidays. In the event of a high volume customer service request, we will set up an automatic email responder notifying you of potential delayed service. 

Order Assistance

Order Tracking: Our website tracks your orders in real time. If you encounter any issues with tracking, our Customer Care team is available to assist you.

Order Modifications and Cancellations: If you need to modify or cancel your order, please contact us immediately. We will do our best to accommodate your request, taking into account the order's processing stage.

At FreshandPreppy.com, we want to ensure you receive your order as soon as possible. We use reliable shipping carriers to confirm that your order arrives on time. We offer free shipping to schools and at cost shipping based on common carriers (U.S Postal Service, Fedex, and UPS). We strive to ship all orders within 3-5 business days. If there is a delay, we will notify you promptly.

Merchandise will be shipped directly to the customer’s mailing address at cost.

Alternatively, schools may choose to enable a free pickup option for customers. Customers can collect their orders from the main office, School Student Store, or Associated Student Body locations.

If you're unsatisfied with your purchase, you can return eligible items within 10 business days of receipt for a refund or exchange. You can return any item within 10 days of purchase for a full refund or exchange. The item must be in its original condition with all tags attached. If you received a damaged or defective item, please contact our customer service team for assistance.

Refund Processing

Once we receive your return, we will process your refund promptly. Please allow 3 to 10 business days for the refund to appear in your account.

Contact customer service for assistance with return processing. We apologize for the inconvenience. 

Product Information

We provide detailed product information, including descriptions and specifications, to help you make informed purchase decisions. If you need additional information, our Customer Care team can assist you.

Product Issues

If you receive a defective or damaged product, please contact us immediately. We will arrange for a replacement or refund as applicable. Fifth Sun Pictures reserves the right to determine if a product is defective or damaged. 

Customer Feedback

We welcome your feedback, suggestions, and comments. Your input helps us improve our services and product offerings.

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Continuous Improvement

We regularly assess our customer care processes and make improvements to provide you with an even better shopping experience.

If you need assistance or have any questions, concerns, or feedback related to your shopping experience with FreshandPreppy.com, please email corporate customer service at info@fifthsunpictures.com. The best way to contact us is by completing the contact us form on freshandpreppy.com. The contact us form will ensure your request is responded to in the order it was received. 

Our Customer Care team is available during our business hours: Monday - Friday from 9 AM - 5 PM PST.  Access the live chat on freshandpreppy.com.