Question 1

Is Francis Retail a legit business?

Accepted Answer

Yes. Francis Retail is a registered business (Francis Retail LLC) operating out of a physical warehouse at 13544 Imperial Highway, Ste B, Santa Fe Springs, CA 90670. We are open to the public Monday through Saturday — no appointment needed. We have 50+ five-star reviews on Google, 300+ positive reviews on eBay, and 150+ reviews on Facebook. You can visit our warehouse in person, inspect any product before buying, and meet our team. We are not affiliated with any other company named "Francis" online. Our Google Place ID is ChIJSbwX-m7TwoARM4SKNGgzAQQ and you can verify our location and reviews on Google Maps.

Question 2

How do I buy a product?

Accepted Answer

Browse our website or visit our warehouse in Santa Fe Springs. Add items to your cart online and choose your preferred fulfillment option at checkout: warehouse pickup, curbside pickup, local delivery, or shipping. You can also visit the warehouse in person to buy on the spot.

Question 3

What do the product conditions mean?

Accepted Answer

We grade every unit we sell. "Brand New" means factory sealed. Open Box grades (New, Like New, Good, Fair) cover items that were opened or lightly handled, graded by cosmetic condition. "Refurbished" items were professionally restored and tested by our team. "Used" grades were previously owned and are graded the same way. "As-Is / For Parts" items may have functional or cosmetic issues and are final sale, sold with all faults. Every listing includes photos and a detailed condition description, and the full rubric is on our condition-grading page.

Question 4

Can I inspect a product before buying?

Accepted Answer

Absolutely. You can visit our warehouse during business hours to see any product in person before you purchase. You can also request an inspection visit when placing your order online. There is no obligation to buy, and no appointment is needed for walk-ins.

Question 5

Where do your products come from?

Accepted Answer

Our inventory comes from retailer overstock, customer returns, warehouse closeouts, and brand liquidations. We source from major retailers and distributors, inspect every item, and pass the savings on to you.

Question 6

How often do you get new inventory?

Accepted Answer

New truckloads arrive weekly. Our inventory is always changing, so check back often or follow us for updates on the latest deals.

Question 7

How can I track my order?

Accepted Answer

Once your order is placed, you will receive a confirmation email with your order number. You can track your order status by logging into your account and visiting the Orders page. We will also send email updates when your order status changes.

Question 8

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), Apple Pay, Google Pay, Cash App Pay, Amazon Pay, and Link through our secure checkout. For in-person warehouse purchases, we also accept cash and Zelle.

Question 9

Do you offer financing?

Accepted Answer

Yes! We offer buy-now-pay-later options through Afterpay, Klarna, and Affirm. You can split your purchase into interest-free installments at checkout. Financing options are available for both online and in-store purchases.

Question 10

Can I cancel my order?

Accepted Answer

Contact us as soon as possible. Orders that have not yet been prepared for pickup or dispatched for delivery can usually be cancelled with a full refund. Once an order is marked as "Ready for Pickup" or "Out for Delivery," cancellation may not be possible. For deposit sales, the deposit terms you accepted with your order apply.

Question 11

Do you offer price matching?

Accepted Answer

Our prices are already deeply discounted from retail. While we do not offer formal price matching, we frequently adjust prices and run promotions. If you find the same item at a lower price elsewhere, let us know and we will do our best to work with you.

Question 12

How does warehouse pickup work?

Accepted Answer

Visit our warehouse at 13544 Imperial Highway, Ste B, Santa Fe Springs, CA 90670 during business hours (Mon - Fri: 9AM - 5PM, Saturday: 10AM - 4PM). Bring your order confirmation, and our team will have your items ready. No appointment needed for walk-in purchases.

Question 13

What is your delivery range?

Accepted Answer

We offer local delivery within a 50-mile radius of our Santa Fe Springs warehouse. Delivery fees are calculated based on distance and the size of your order. A 2-person crew will deliver your items to your door.

Question 14

Do you offer installation services?

Accepted Answer

Yes. For select products like outdoor structures (sheds, gazebos, pergolas), appliances, and large items, we offer professional delivery and installation. Our crew will deliver, assemble, and set up the product at your location. Installation pricing is shown at checkout.

Question 15

Can you ship outside of Southern California?

Accepted Answer

Yes. For items that can be shipped via ground carriers (UPS/FedEx), we offer shipping to addresses throughout the United States. Shipping rates are calculated at checkout based on item size, weight, and destination.

Question 16

How do I schedule a delivery or pickup?

Accepted Answer

During checkout, you can select your preferred date and time window. Available slots are shown based on our schedule. We offer morning, afternoon, and late afternoon windows on weekdays, and morning and afternoon windows on Saturdays.

Question 17

What is your return policy?

Accepted Answer

Tiered policy by condition and fulfillment method. (1) Damage or undisclosed defect on arrival: report within 48 hours and we make it right at no cost to you — we choose the fix (replacement parts, repair, a replacement unit, a partial refund or credit, or a return with refund), and if our fix doesn't resolve the problem within 30 days you may elect a refund. No restocking fee, no return cost on you. (2) Change of mind on Brand New or Open Box items: 7 days from delivery, authorization required, customer pays the return cost ($0 for warehouse drop-off, $40–150 for ground shipping, $200–800 for LTL freight, $59–150 for local-delivery re-pickup), and a 15–30% restocking fee applies based on the condition the item comes back in. (3) Refurbished items (Like New or Good): defect-only — no change-of-mind. (4) "As Is For Parts" items: final sale. (5) Items we installed at your home (gazebos, sheds, pergolas, large fitness equipment): no change-of-mind — once assembled, we don't disassemble. Defects follow the same resolution process, parts and service first. Full policy at /returns.

Question 18

What if my product arrives damaged or defective?

Accepted Answer

Inspect at delivery. Note any visible damage on the Bill of Lading before signing, photograph the item and packaging, and email photos plus your order number to returns@francisretail.com within 48 hours. We'll make it right at no cost to you through our Damage & Defect Resolution process — we choose the fix: replacement parts, repair, a replacement unit, a partial refund or credit, or a return with a refund to your original payment method. If our fix doesn't resolve the problem within 30 days of your timely report, you may elect a refund. Keep all packaging until we confirm your claim is closed. For items we installed at your home (gazebos, sheds, pergolas), the same process applies from completion of installation — see /returns/delivery-install for the full flow.

Question 19

Can I return something just because I changed my mind?

Accepted Answer

Within 7 days of delivery, with our prior authorization (contact us first), if the item was sold as Brand New, Open Box New, Open Box Like New, or Open Box Good. Refurbished items (Like New or Good) are defect-only — no change-of-mind. "As Is For Parts" items are final sale. Items we installed at your home (gazebos, sheds, pergolas) are also excluded — we don't disassemble. You pay the return cost ($200–800 for LTL freight on furniture-size items, much less for warehouse pickup or ground shipping) and a 15–30% restocking fee applies based on the condition the item comes back in. If you're unsure before ordering, call us at (562) 568-8883 first.

Question 20

Which items are final sale?

Accepted Answer

Items listed as "As Is For Parts" are final sale, sold as is with all faults: the entire risk as to quality and performance is with the buyer, and if the item proves defective after purchase, the buyer assumes the entire cost of all servicing and repair. One exception — if an As-Is item materially does not match its written listing description, our Damage & Defect Resolution process applies to that mismatch. Refurbished items (Like New or Good) are defect-only: the 48-hour damage/defect window applies but change-of-mind returns are not available. Both categories are always flagged on the product page before you add to cart, and their pricing reflects the disclosed condition.

Question 21

Do your products come with a warranty?

Accepted Answer

Products sold as "Brand New" may still carry the original manufacturer warranty — manufacturer warranties usually do not transfer on liquidation items, so check the listing. Other grades do not include a manufacturer warranty, but every grade except "As Is For Parts" is covered by our 48-hour damage/defect window: if something arrives broken or has a defect beyond the disclosed condition, we make it right through our Damage & Defect Resolution process.

Question 22

How do I create an account?

Accepted Answer

Click the account icon in the top navigation or visit our registration page. You can create an account with your email address. Having an account lets you track orders, save items to your wishlist, and check out faster.

Question 23

How can I contact customer support?

Accepted Answer

You can reach us by phone at (562) 568-8883 during business hours, or email us at fadi@francisretail.com anytime. You can also visit our warehouse in person or use the contact form on our website. We typically respond to emails within 24 hours.

Question 24

Do I need an account to purchase?

Accepted Answer

No. You can browse our products and visit our warehouse without an account. However, creating an account makes it easier to track orders, save your wishlist, and check out faster on future purchases.

Frequently Asked Questions

Shopping & Products

Orders & Payments

Delivery & Pickup

Returns & Warranty

Account & Support

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