FAQ + Shipping Info
When will my order ship?
Your order will usually ship between 1 - 3 business days. You'll receive an email notification when your package has shipped. (Exceptions being if we are waiting on more stock, if you’ve ordered multiple items and one is a pre-order or not in stock).
Where are products shipped from?
THE FIREFIGHTER SHOP PARTNERS WITH GLOBAL MERCHANTS IN ORDER TO PROVIDE YOU THE BEST PRICES AND A UNIQUE GLOBAL SHOPPING EXPERIENCE. This means that part of your order may ship from global areas such as United States, England, China, Thailand and Singapore, etc.
What's your return policy?
We hope that you love your items from us, however, if for any reason you're not happy with your order we offer a return policy to all customers. The items must be in their original condition, we must be informed before sending items back. Simply contact us within 3 days of receipt, and return the item within 10 days for a full refund of the purchase price. (Return shipping fee and original shipping fees will not be refunded) If an item is damaged or faulty on arrival then let us know asap within 3 days and we will refund or replace your order. Contact us: firstname.lastname@example.org
Do you offer package tracking?
Yes, you should receive an email with tracking details when your package has shipped. (Also check your spam folder if you can't find it).
Do you ship internationally?
Yes, we ship internationally. Make sure to enter your entire international address in English characters. Don't forget the postal code!
I made a mistake on my order, how do I fix it?
If your order hasn't yet shipped, please email us directly at email@example.com
I'd like to cancel my order.
You can do so at any time prior to us shipping it by emailing orders at firstname.lastname@example.org along with your order number and intent to cancel. We'll promptly refund you in full.
I accidentally provided the wrong shipping address!
If you catch this error quickly and if we haven't shipped your order yet, please email email@example.com with your order number and the correct mailing address. We'll make the change on our end and ship to your new address. If we've already shipped your order to the incorrect address you accidentally provided, we'll have to wait for the order to be returned to us and you'll need to pay for re-shipping the item to your new address. In either scenario, please email us with your order info and new address!
Where is my package? The tracking information hasn't updated in a long time. Can you tell me where it is?
Unfortunately, We only see the same tracking information as you. In some cases, international orders can take up to 4 weeks to clear customs. If the tracking information was last departed from the warehouse and has not updated recently, it is more than likely still making its way overseas. Once it arrives at that next overseas destination, the package will be scanned and the tracking information will update. If it has been over 4 weeks since it has been updated, let us know and we can try shipping your order again.
I paid for shipping on my order, but then the package arrived and I had to pay to receive it.
Our shipping cost does not include import or customs taxes. This is a common occurrence for international orders and unfortunately, we have no control over them.
How do I pay for my order? Is it secure?
The checkout process uses PayPal, one of the most trusted online payment solutions on the web. Because of this, our store has all the same securities and payment fraud protection as PayPal.com. Before entering any personal credit card information, you will be transferred to PayPal's secure servers. PayPal accepts Visa, Mastercard, Discover, American Express and Diners Club.
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