Items ordered and paid for will ship after 2–5 business days, unless otherwise noted in the description of the product. We primarily ship through USPS. After leaving our facility, USPS typically delivers in 2–5 business days. For larger packages, we may use FedEx which has a typical delivery speed of 2-3 business days. You will receive an email notification from us that contains tracking information once your order has been shipped.
If Customs charges occur please note that you, the buyer, are 100% responsible for the fees. We, the seller, are not responsible for customs charges. Please note that International orders can take up to 4 weeks to arrive after they are shipped since all orders must pass through customs and the time frame that this takes is totally out of our hands.
If you have any problems with your order (not received, not what you were expecting, etc. ) PLEASE contact us so that we can make it right. We truly want to please our customers and will always try our hardest to resolve any situations that come up.
Please keep in mind that the products you are buying are handmade and 100% natural so they tend to have variations from batch to batch (slight changes in color for example).
Damages: If you receive a damaged item, contact us immediately at email@example.com. We will happily replace any damaged items provided they are reported within 48 hours of order delivery.
REFUNDS & EXCHANGES
Your satisfaction is our top priority and we will do what we can to ensure your happiness with every purchase. Please do not hesitate to reach out to us at firstname.lastname@example.org at any time if you are unhappy with your order. In most cases, returns are processed as store-credit or exchange due to the nature of our products. However, in rare cases, we may accommodate refunds if the product is returned due to an allergic reaction or damage/defect. In order to receive store-credit/refund, please reach out to us within 30 days of purchase. There must be 50% or more of the product left in the bottle/jar in order to qualify.
If a product arrives broken or damaged, we are happy to send a replacement. However, a photograph as proof of the damage/defect is required.
Please note: We will not be able to refund the shipping cost as it is directly paid to our providers. For international orders, if your package is unclaimed and is returned back to us, we may refund the amount of the products but the shipping cost will not be refunded. We will also not be able to refund purchases that were made from our stockists but may qualify for store-credit with proof of purchase.
Firsthand Supply is not responsible for any additional shipping costs for returns + exchanges, and we do not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery to Firsthand Supply.
We offer secure online ordering and accept Visa, MasterCard, American Express, Discover, and PayPal.