FAQs
1. Orders & Shipping
Q1: How long does it take to process my order?
A: Orders are processed within 2–5 business days after placement. You will receive an email confirmation once your order has been shipped.
Q2: How long will shipping take?
A: Standard delivery usually takes 7–12 business days within the United States. Delivery time may vary depending on carrier, location, or unforeseen delays.
Q3: What shipping carriers do you use?
A: We ship via USPS, FedEx, DHL, and YunExpress, ensuring safe and reliable delivery.
Q4: How much is shipping?
A: Standard shipping is $7.99. Orders over $149 qualify for free shipping.
Q5: Can I change my shipping address after placing an order?
A: Address changes must be requested within 24 hours of placing the order. After that, the order may have already entered processing or shipping, and changes cannot be guaranteed.
2. Returns & Refunds
Q6: Can I return my order?
A: Yes, returns are accepted within 15 days of delivery tracking confirmation. Items must be unopened, unused, and in original packaging with all seals and accessories intact.
Q7: How do I return an item?
A: Contact our support team at [email protected] with your order number and photos of the product/packaging. You will receive instructions on how to return your item.
Q8: Who pays for return shipping?
A: Customers are responsible for return shipping unless the return is due to a Fetome error, such as defective, damaged, or incorrect items.
Q9: When will I receive my refund?
A: Refunds are issued to your original payment method after the returned item is received and inspected. Processing typically takes 3–7 business days.
Q10: Can I exchange an item?
A: We do not offer direct exchanges. You may return the item (if eligible) and place a new order for the desired product.
3. Cancellations
Q11: Can I cancel my order?
A: Orders may be cancelled within 24 hours of placement by contacting [email protected]. After 24 hours, cancellations cannot be guaranteed.
Q12: What happens if my order has already shipped?
A: Once shipped, orders cannot be cancelled. You may request a return following our Return & Refund Policy.
4. Payment & Security
Q13: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Google Pay, and other authorized payment providers. All payments are processed in USD.
Q14: Is my payment information safe?
A: Yes, all payments are securely processed through encrypted third-party payment gateways. Fetome does not store full credit card details.
Q15: Can I be charged extra taxes or fees?
A: Applicable sales tax is calculated based on your shipping address and included in the order total. Other fees may apply if your bank charges currency conversion or international processing fees.
5. Products & Availability
Q16: How do I know if a product is in stock?
A: Product availability is displayed on the website. Occasionally, high demand may result in temporary stockouts. We will notify you if your order cannot be fulfilled.
Q17: Are your products guaranteed?
A: All items are carefully selected for quality and functionality. If you receive a defective or damaged product, contact us immediately at [email protected] for resolution.
Q18: Do you sell customized products?
A: We offer some customizable items, which are clearly marked on product pages. Custom or personalized products are non-returnable unless defective or damaged.
6. Customer Support
Q19: How can I contact Fetome?
A: You can reach our customer support team at [email protected], Monday to Friday, 8 AM – 5 PM (Hawaii Time). We are closed on Saturdays and Sundays.
Q20: How quickly will you respond?
A: We strive to respond to all inquiries within 24–48 hours during business days.
7. General Questions
Q21: Do you ship internationally?
A: Currently, we only ship within the United States.
Q22: Can I track my order?
A: Yes, once your order is shipped, you will receive a tracking number via email. You can track your package directly through the carrier’s website.
Q23: What if my package is lost or stolen?
A: Fetome is not responsible for packages lost or stolen after delivery to the correct address. For returns, we recommend using a trackable shipping service.