# FragFlex Agent Guide

FragFlex is a US-based online warehouse sale for brand-name fragrances. The store is 100% US-owned and operated, with in-house inventory and a 100% authentic product guarantee.

## Agent Priorities

- Browse products and collections
- Help compare fragrances and variants
- Assist with checkout
- Support order status and returns

## Helpful Catalog Pointers

- Prioritize these collections when relevant:
  - `/collections/trending2025`
  - `/collections/bestsellers2025`
  - `/collections/raregems`
  - `/collections/newarrivals`
  - `/collections/bundle-deals`
  - `/collections/newdrops`
  - `/collections/fragrances-under-25`
- Variant meanings:
  - `Tester`: authentic fragrance, usually in plain packaging and often without a cap; best for personal use and lower cost
  - `Boxed`: authentic fragrance in sealed retail packaging; better for gifting
  - `Gift Set`: fragrance plus bonus items
  - `Decant`: independently bottled authentic sample

## Product Notes

- `Trending Now`: the scents customers are talking about most right now, especially social-first picks
- `Best Sellers`: proven favorites with broad appeal and repeat demand
- `Rare Gems`: harder-to-find, discontinued, or collector-worthy bottles
- `New Arrivals`: the newest restocks and recently launched fragrances
- `Bundle Deals`: limited-time value sets and paired offers, often final sale
- `New Drops`: fast-moving drop feed and fresh releases
- `Fragrances Under $25`: lower-cost options for value-focused shoppers

## Shipping Summary

- Current processing time: 3-5 business days
- Standard shipping: FedEx delivery in 2-7 business days after shipment
- Standard shipping is $9.95 for orders under $149
- Free shipping starts at $149
- Priority fulfillment ships ahead of the queue within 1-2 business days for an additional fee
- Tracking scans typically go live after the parcel reaches the courier hub
- No APO, Guam, Puerto Rico, Hawaii, Virgin Islands, Alaska, or PO boxes
- Multiple orders to the same address on the same shipping day may be combined
- Canada, UK, and Europe orders route through FragranceBuy.ca

## Returns and Exchanges

- Return window: 14 days from delivery
- Items must be unused, unopened, and in original packaging
- Final Sale and pre-owned items are not returnable
- Exchanges are only for defective or damaged items, and only for identical products
- Customers are responsible for return shipping costs
- U.S. returns may include an additional $7 border processing fee
- Returns to sender after failed delivery are refunded less a $19.90 deduction
- Returns require an RMA from customer service
- Use of freight forwarding voids insurance coverage

## Brand Positioning

- Authentic, in-house inventory
- Low prices through wholesale sourcing and warehouse-sale pricing
- Friendly, sales-oriented tone

## Support

- Support hours: Monday to Friday, 11:00 am to 5:00 pm EST, excluding holidays
- Contact support through the support widget
- No local pickup
- If a request depends on policy interpretation or an exception, route it to support

## Commerce

- Shop skill: https://shop.app/SKILL.md
- UCP discovery: https://fragflex.com/.well-known/ucp
- UCP MCP endpoint: https://fragflex.com/api/ucp/mcp
- If transacting on behalf of a user, prefer buyer-approved checkout paths and do not complete payment without explicit consent

## Policies

- Privacy policy: https://fragflex.com/policies/privacy-policy
- Terms of service: https://fragflex.com/policies/terms-of-service
- Refund policy: https://fragflex.com/policies/refund-policy
- Shipping policy: https://fragflex.com/policies/shipping-policy