freewellgear.com Reviews 

This company is horrible! I ordered a lens, and it was shipped to the wrong address. I could not cancel my order, change the delivery address, or stop the delivery. The company just told me that it was my problem because they have an automated shipping system. I was not able to change the wrong shipping address upon checkout. So their system is terrible. They refuse to issue me a refund on a $200 lens. That is just wrong. I am getting the credit card company inoled to deal with these criminals. Stay away from this company!!!!!!!!

DO NOT BUY FROM THIS COMPANY...
The staff are very willing to take your money but as soon as you need to make changes or would like a refund then it is another story.

Freewell will also not supply goods from an EU distribution center and therefore your order will be stopped in customs and charged both administration fees and duty fees by EU customs.

It is not clear on the Freewell website that they are shipping from China which means delivery times are very long and will generally be stopped in customs for several weeks while administrative procedures are followed by customs and duties in the EU. Expect 3-5 weeks before you actually get the item...

I am a long-term user of Freewell filters for cameras and drones, but their "Lifetime Warranty" is nothing more than a marketing lie.
My VND 2-5 filter developed internal haze and contamination between the glass elements. Since the unit is "factory sealed," it cannot be cleaned. I took the filter to the authorized dealer (Mitoya) where I purchased it. Their technical service inspected the unit and explicitly stated that this is not caused by user error or misuse, and they have never seen such a failure in this brand before.
Because the local 2-year warranty expired a few months ago, I turned to Freewell to honor their Global Lifetime Warranty. Their response was insulting:
Ignoring Evidence: Even though the dealer confirmed it’s not my fault, Freewell claims it’s "environmental wear."
Double Standards: My other Freewell filter (VND 6-9), stored in the EXACT same case and conditions, is perfectly clean. This proves the 2-5 unit has a defective seal.
Broken Promises: I reported "dots" inside the filter back in May 2024. Support told me to "wait and see." Now they use that delay to claim it’s "too old" for a warranty claim.
Freewell's "solution"? A measly 20% discount to buy a new one. Why would I buy another product from a company that doesn't stand behind its professional gear?
If you are a professional filmmaker, stay away. Their "sealed" filters can fail from the inside, and when they do, Freewell will find every excuse to blame you and ignore their own "Lifetime" promise.

The shipping was abysmal. They hook you with a "free shipping" offer not telling you the product is coming from China. I think it is shady for them to present themselves as a US company in WI when they seem to be just a front for a chinese company. It took over 6 weeks to get the product and I'd have to return it at my cost to CHINA for a warranty claim and it has to be unopened. Do not deal with this company there are far more reputable companies out there

Unacceptable Delay and Poor Customer Service – Disappointed

I returned a set of lenses to Freewell by registered post over 3–4 months ago, complete with tracking confirmation. Despite reaching out multiple times, they now claim they never received the package. This lack of accountability is deeply frustrating—I’m out of pocket for both the lenses and the shipping costs. After such a long wait, all I expected was honesty and resolution.

I’ve lost trust in their process and customer support. A business that ignores tracking and lost returns is not one I’ll buy from again. I strongly advise others to consider this experience before ordering.

Great filters, cheaper price, excellent customer service, Quick Delivery even to the UK Order FW40337

I was apprehensive to buy from Freewell gear given the reviews here but decided to bite the bullet anyway as they were the only people who had the S25 stuff ready. I ordered the ND filter kit for S25 ultra as well as ND filters for DJI osmo pocket 3. Arrived within 10 working days to the uk as stated, with accurate tracking from FedEx. Quality of the products is much better than I expected. Very solid products and given competitors, a decent price. I haven't had any issues with having to pay customs tax yet. Overall been a good experience

I ordered from Freewell Gear expecting free express shipping, but nowhere did they clearly state that the package would be shipped from China, leading to unexpected customs duties and VAT.

Main Issues:
🔴 Unexpected Extra Costs – I had to pay 356 RON (~77 USD) in customs fees, increasing the total cost by 26%. "Free shipping" was misleading.

🔴 False "In Transit" Claim – Freewell told me my package was already on its way, but FedEx tracking showed only a label was created, and the package didn't move for 2 more days.

🔴 Website Changes & Tracking Delays – They migrated their website, causing missing order details. My tracking number wasn’t provided within 3-5 business days as promised.

🔴 Invoice Discrepancies – The invoice didn’t match the customs documents, leading to extra delays.

🔴 Slow Customer Support – Responses were slow and unhelpful, just referring me to their shipping policy.

Final Verdict:
The product might be good, but the lack of transparency, hidden costs, and misleading shipping info made this a frustrating experience.

⚠️ If you're in the EU, be prepared for extra fees. I would not buy from them again.

No order confirmation received after payment. No more access to the customer account + no e-mail to reset the password.
In addition to the additional payment of tax in the recipient country, a customs clearance fee is charged by an external company in the importing country. On the one hand, this makes a scan impression, as you do not receive any information from the sender about this external provider and without payment of these fees, the goods are not handed over to customs or are not delivered! This can also be seen as hidden shipping costs. I will never order anything from this website/shop again. Even after submitting a dispute via PayPal, the provider remains completely unresponsive and is therefore out of my business!

Keine Bestellbestätigung nach erfolgter Bezahlung erhalten. Kein Zugang mehr zum Kunden-Account + keine E-Mail zur Passwortrücksetzung.
Neben der zusätzlichen Abfuhr der Steuer im Empfängerland, wird noch eine Zollabfertigungsgebühr von externer Firma im Einfuhrland berechnet. Dies macht zum einen einen Scameindruck, da man zu diesem externen Anbieter ja keine Info vom Versender erhält und ohne Begleichung dieser Gebühren, wird nicht an den Zoll übergeben bzw. nicht zugestellt! Dies kann man auch als versteckte Versandkosten ansehen. Über diese Webseite / diesen Shop werde ich nie wieder irgendwas bestellen. Anbieter bleibt auch nach Disput-Einreichung über PayPal absolut uneinsichtig und ist somit raus bei mir!

Ordered from the website, the delivery was supposedly express but still slow, I received the kit. The grip broke almost immediately with the button falling out - sent photos and evidence to Freewell which they then arranged to send a replacement FROM CHINA, this time not express (3-5 days) after some time I checked and it was marked as delivered although there is no evidence of this on my cameras (at the time they said). Tried to trace via Royal Mail and there is no proof of postage, no other options and now in limbo. Trying to get a refund, lets see what happens. Not pleased with the attitude from support, seems patronising/passive agressive. Will try a competitors system if I can get a refund.

Best TRIPOD ever !!! I purchased the Sleek Travel Tripod Carbon Fiber T1. It was only available on the manufacturer website. (sold out everywhere else). So i made a purchase. After my order validation i received an email confirmation with a shiping delay (5 days).
They did perfect (good timing) as they said i received 4 days after a FEDEX tracking number and package arrived in Europe very quickly and in perfect condition. Email support has been perfect as well (answering a question in 24 hours). Then about the Tripod itself. It is GORGEOUS :! Quality of material (carbon fiber) and red metal parts for design small parts. Extremey fast and convinient to use (tripod to a monopod) smart system for foots opening and closing. Arca swiss compatible, apple air tag compatible, 10cm to about 1m60 height. Very smooth sensation at use. And i don't forget a super competitive price comparing to the competitors. There are much more options and finish details to explore with it, but it derserves a 10/10 rank with 5Stars + Thank you very much to the freewellgear.com team taking care of my order ! This is a sincere customer compliment !

Bought the Circular Polarizer Filter for a drone. On its second fly the polarizer didn’t return with the drone. Very poor product and such a waste of money and time waiting for delivery

Avoid them, the customer service is horrible. Don’t care about the product , their behaviour to customer is very rude. Stay away from them

Pray you don't have issues.

I have had a few Freewell products over the years and not had issues. Good products at reasonable prices. The latest filter I have bought however cracked on the first use (not even rough use) so contacted them. Even though there is a clear circular crack in the filter around 70% of the edge (suspect it will join both ends soon, and fall out) and they are refusing to consider replacement as the crack doesn't affect the video footage.

I had a very bad experience with Freewell. The only reason I bought from their website is because the filters I wanted were out of stock on Amazon.
First of all, they lasted 5 days in shipping the order from the day I paid it, when I sent them a message asking to cancel the order (4th day) they immediatly marked it as shipped and told me the order could not be cancelled.
Now, 10 days after that they've told me that my package has been delivered, and when I write them telling I didn't receive anything, they claim they're not responsible of that, and that I have to call the shipping company and ask them by my end. I paid 20$ for the shipping and this is the worst online commerce experience I've ever had.

Stay away from this shop and buy on Amazon if you can, they ship instantly and at least they are responsible if the package is lost.