Refund and Returns Policy

Last updated: September 3, 2026

Section 218-a of New York's General Business Law obliges an online retailer to post its refund policy where a buyer can read it before paying. This page is Froxeo's notice under that law, linked from every book, from the cart and from the checkout. Each section is one situation, set out as a note: what to do, who pays the postage, how long it takes, when the money is back.

Thirty days, and the count begins when USPS says delivered

Window: 30 days from the USPS delivered event, counted on the calendar and not from the order date, so a slow package costs no part of it.
Deadline: the request email has to be sent by day 30. The book itself may reach Cheektowaga later.
Excluded titles: none. Every title on the shelves can come back.
The only test: the condition rule further down.

Postage follows fault

Your reason, your postage: a change of mind, a title that turned out not to be the one wanted, a copy of a book already owned. You mail it back at your cost, and the $4.49 paid for outbound shipping is kept. Where shipping was free there is no fee to keep, so the whole book price comes back.
Froxeo's fault, Froxeo's postage: a damaged copy, the wrong title or edition, a book that differs from its listing, a printing fault. Froxeo emails a prepaid USPS label, the return costs nothing, and any outbound shipping is refunded along with the book.
Every case below: files under one of those two lines.
The reason settles two things: whose postage it is, and which listing needs fixing.
What it never decides: acceptance. A book that meets the condition rule comes back for any reason inside the window, and a change of mind is a reason.

A return begins with an email, then a number, then a package

Step one: email contact@froxeo.com giving the order number, the title and the reason, or use the Contact page form, which lands in the same inbox.
Step two: inside 1 business day a return authorization number comes back with the Cheektowaga address written out, plus a prepaid label where the postage is Froxeo's.
Step three: pack the book flat, tuck a slip carrying the authorization number inside, and mail it by a tracked service.
Two places a return must never go: the warehouse that shipped it, which is why its address appears on no package, and any wholesaler. A book that turns up at Cheektowaga without a number has no order to match, and it waits on the shelf until someone writes.
An exchange: a fresh order beside a return. Order the wanted title at any time and send the first book back under this policy; two transactions on two clocks, so the new title ships while the old one is still in the mail. When the swap corrects Froxeo's mistake, the return postage is Froxeo's, and the outbound shipping on the new order is refunded.

The book comes back as it went out

Fine: leafed through, opened, looked over; publisher shrink-wrap opened.
Not fine: a creased spine, folded corners, writing or highlighter, sticker residue, a dust jacket gone missing, a workbook with its exercises filled in, a copy that has been damp.
The rule in one line: a copy that could go back on a shop's shelf as new is refunded; one that could not is not.

A damaged copy is replaced or refunded, and it stays where it is

Counts: a crushed corner, a torn jacket, a copy soaked in transit, a box that arrived open.
Deadline: 14 days from delivery.
Send: the order number and two photographs, the damage in one, the packaging in the other.
Answer: within 1 business day, offering a replacement copy or the full payment back. Your pick.
The book: stays with you in almost every case. Nothing travels.
Where it stops: a bumped corner a shop would still sell, a faint shelf mark, or a cover curved by humid weather is normal for a new book and is not a damage claim.

The wrong title, or the wrong edition, is Froxeo's mistake from the start

Counts: a different book from the one ordered, or the right title in a binding, edition or language the page did not name.
Deadline: 14 days from delivery.
Send: the order number and a photograph of the copyright page.
Then: a prepaid label arrives, and the correct copy leaves as soon as your reply does. If the wholesaler no longer has it, the full payment comes back instead. Neither waits on the wrong copy travelling.

The right title that fails its own listing is Froxeo's mistake as well

Counts: the title ordered, but with a page count, format, language or edition year different from the product page, or a note under the title that promised something the book does not contain. A separate case from the one above.
Deadline: 14 days from delivery.
Send: one photograph of the copyright page and the name of the line that was wrong.
Then: where the listing was wrong, Froxeo pays the return postage, refunds the book and the outbound shipping, and corrects the listing that week.
Does not count: a cover printed in a slightly different shade, or a cover the publisher has redesigned since the photograph. The Disclaimer explains why.

A delivered event with no book gets two days, then a trace

First: ask the household, then the neighbors, then the mailroom, and wait 2 days, because USPS sometimes posts the delivered event ahead of the truck.
Then: send a note. Froxeo opens a trace with USPS.
When USPS confirms the loss: a fresh copy, or the full payment back. Your pick.
Taken from the doorstep after a genuine delivery: covered when the USPS trace backs the account.

Cancellations close at midnight Eastern, and a refused package is refunded when it lands back

Until 11:59 PM Eastern on the day of the order: one email with the order number cancels it, corrects the address, or swaps the title. A cancelled order is refunded that business day.
After midnight: the wholesaler holds the order and cannot pull it back. The book travels, and the return route above is the way home.
Also allowed: refusing the package at the doorstep, which the next line covers.
Refused at the doorstep, or sent back by USPS over an incomplete address or an uncollected box: refunded once it reaches Cheektowaga, less the $4.49 outbound shipping where the order was under $32.
Sent back through a mistake of Froxeo's: refunded in full, shipping included.

No restocking fee, a refund inside three business days, and the bank's own clock after that

Restocking fee: none, on any return.
Inspection: the day the book reaches Cheektowaga.
Refund issued: within 3 business days of inspection, onto the card, or into the PayPal account, that paid for the order.
Bank posting: another 3 to 10 business days on top, and that stretch belongs to the bank or to PayPal. Froxeo's refund email names the day the refund was sent, the date a bank will ask about.
Where it stops: a refund travels back only by the road the money came in. Never a different card, never store credit.

One address takes every return question

Legal name: Lisa Pasco Funy LLC, doing business as Froxeo
Formed in: New York, United States, as a limited liability company
Tax ID (EIN): 99-4781769
Registered office, also the returns address: 229 Cleveland Dr, Cheektowaga, NY 14215, United States

Write to: contact@froxeo.com
Call: +1 (585) 543-4654
Form: froxeo.com/pages/contact
Desk hours: Monday to Friday, 9:00 AM to 5:00 PM Eastern Time
We answer: within 1 business day, and a person writes the answer