Quick links

Ordering
Delivery
Returns
Website
Newsletter
Product sourcing

You can ask  :-)

We know that going green can feel a little overwhelming at first, but really, there's nothing to it. If you'd like to discuss something though, just get in touch.

Ordering

Does Frogfile have a paper catalogue?

Frogfile has two catalogues - a "green" catalogue and a conventional catalogue. As part of our commitment to environmental sustainability, our "green" catalogue is only available online. If you cannot find the product you are looking for through our online catalogue, we do offer organizations a paper catalogue containing 17,000 conventional office products. Call (604) 669-5949 to have a copy delivered to you.

Does Frogfile have a retail store?

No, but you can pick up orders from our warehouse at 121 Heatley Ave. Just place your order online and we'll have it ready for pick up usually the same business day. Delivery charges are waived on pick up orders regardless of the size of the order.

Can I get a discount if I order large quantities of an item?

Yes. Frogfile offers volume discounts on most of its products.  If the volume discount rate is not specified online, please call us at (604) 669-5949 and we will be happy to assist you.

Can I add or delete items from my order if I change my mind?

Yes.  If you have already submitted your order online, simply call Frogfile at (604) 669-5949 and we will make the necessary changes to your order.

What is a special order item?

Special order items are specialty products which Frogfile does not always carry in stock.  Special order items may take between four to six weeks for delivery.

When I place my order with Frogfile, how will I know whether an item is in stock?

Once your order is received, a customer service representative will contact you if any of your ordered products are not in stock.

What methods of payment does Frogfile accept?

Frogfile accepts payment by cheque, VISA or Mastercard.

How will I know if Frogfile received my order?

Once your order is placed, an automated confirmation notice will be sent to your email addresses confirming your order.

What do I do if I want to cancel my order?

If you want to cancel your order, simply call Frogfile at (604) 669-5949.

What do I do if I have a problem with my order?

If there is any problem with your order call Frogfile at (604) 669-5949 and we will do our best to resolve your concerns.

Delivery

Where does Frogfile deliver?

Frogfile delivers anywhere in Canada. We offer free delivery to central locations within the Greater Vancouver Regional District (Vancouver, Burnaby, Richmond, North Vancouver & West Vancouver) for orders over CDN$50.00. Set delivery charges apply to the rest of the Lower Mainland. A delivery charge of $10.00 applies to all orders under CDN$50.00. 

When does Frogfile Deliver?

We offer next day delivery within the Lower Mainland. Delivery times for all other locations depends on distance and courier service chosen by the customer.

How can I check the delivery status on my order?

If you want to check the status of your order simply call Frogfile at (604) 669-5949.

I won't be available to accept my delivery. What do I do?

If you won’t be available to accept your delivery, simply call Frogfile at (604) 669-5949 and to make alternate arrangements or to have your order delivered on the next scheduled delivery date.

Can I get my order delivered today?

Same day delivery can be arranged subject to additional courier charges.

Do I have to wait at my office all day for my delivery?

No. If you are only available to receive a delivery at a certain time during the day, please call Frogfile at (604) 669-5949 and let us know. We will do our best to schedule delivery at the time that suits you.

What time can I expect my order to be delivered?

Anytime between 9am and 5pm on the scheduled delivery date.

What packaging does Frogfile use?

Packaging has a tremendous environmental impact. To minimize the amount of packaging, Frogfile delivers orders to our regular customers in reusable bins. Other shipments are made using reused cardboad boxes from our suppliers.

Returns

Does Frogfile guarantee its products?

Yes.  Our products are of excellent quality.  However, we recognize that many of our products are unique and we want you to try them.  So, if you are not satisfied with a product for whatever reason, simply call us within 15 days of receipt and we will provide a refund or exchange provided that the product is in resaleable condition.

How long do I have to return a product?

15 days from the date of delivery.

How do I return something?

If you wish to return a product, call Frogfile at (604) 669-5949 and we will pick it up on the next scheduled delivery date.

Website

Who do I contact if I am having problems with your web site?

Contact us at service@frogfile.com or (604) 669-5949.

If the web site or my computer crashes during checkout, what happens to my order?

You will receive a confirmation email once your order has been successfully completed. If you haven't received a confirmation, please re-submit your order.

What do I do if I can't remember my password to get into the web site?

Use the "Recover password" option on the login page to reset your password. You will be asked for the email address you specified when you created your account. Instructions on how to reset your password will be sent to this address.

Frogfile Newsletter

How do I sign up to receive Frogfile’s monthly newsletter?

Enter your email address into the field provided on the homepage of our website or email us at service@frogfile.com.

How do I unsubscribe or remove myself from receiving Frogfile’s monthly newsletter?

To unsubscribe from our newsletter, simply click on the "unsubscribe" hyperlink at the bottom of the newsletter. Alternatively, send an email to service@frogfile.com with the word “unsubscribe” in the subject line. We will remove you from our mailing list immediately.

Product Sourcing

Where does Frogfile source its products from?

Frogfile works hard to ensure that our products are the most environmentally responsible alternatives available. Our products are sourced from manufacturers across North America and Europe. In all cases, we do extensive research to understand the process and materials used to manufacture each product and we provide as much of this information to you as possible to ensure you are informed about the qualities of the products you are purchasing.

Why aren't all your products "green"?

We do our best to source the greenest products available. However, there are some basic products that everyone uses that just aren't environmentally friendly. Things like tape, correction tape, staplers and hole punchers. In those instances, we try to provide an option from a company that is working on greening its operations or otherwise demonstrating its efforts to be an environmentally responsible business. And we constantly work with our suppliers and manufacturers to encourage them to develop greener products and practices.