Shipping & Delivery
All US orders will be shipped using either UPS or USPS priority mail. A tracking number will be sent to the email that you provided when placing the order. Normal shipping times for US orders are around 2-3 business days after the item is sent unless you paid for faster delivery.
International shipping cost is calculated by product weight and shipping address. A tracking number will be provided, but once the item is outside of the US, it will not be tracked. Please allow 10-14 business days for international shipping as each country's system for delivering packages is different.
Duties and Taxes (Customs)
Payment of customs fees or duties is the responsibility of the recipient (you), and is due at the time of delivery. For more information on customs or duty fees, please contact your local customs office.
Returns & Exchanges
Want to return something? No problem! You can return any stock item to us within 7 days of receiving your original order. For custom products, you can return them to us within 7 days of receiving your original order but you will receive store credit only since it's a custom made order.
Prior to returning your product, please contact us at firstname.lastname@example.org to request a return. In this email, include the word, “return” in the subject line, and please detail why you are returning your product.
All returned items will be refunded once they've been received by our warehouse. If you would like to exchange for a different size, product, or design then you'll need to place a new order. If the item you order is Ready-To-Ship, it can be sent from our warehouse in about 1-3 business days. If the item you would like is Print-To-Order, it will take about 20-30 business days to produce your item.
As the parcel remains your responsibility until it arrives with us, remember to ask for proof of postage, so if your parcel goes missing in the mail, you'll have proof you've sent it.
We try hard to accept all returns, and returns to us don't need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
Returns can take up to 10 working days (excluding weekends and public holidays) to arrive at our warehouse from the US and up to 21 working days (excluding weekends and public holidays) from outside the US. Once we've received your return parcel, it will be processed within 1 business day (excluding weekends and public holidays) and we'll email you to let you know this has been refunded.
Any refund will automatically be issued to the card you used to place the original order. This typically takes 5-10 working days (excluding weekends and public holidays), dependent on your bank/card issuer.
Privacy & Security
We understand the importance of privacy and credit card fraud in today's online marketplaces. For this reason, we are dedicated to keeping your information private and secure. FyBy is in contract with Paypal, and Authorize.net, all of which use the latest anti-fraud technology to help fight against fraud and spammers and will NEVER share your financial information with merchants and/or private companies. Here at fyby.co we will never sell your personal information to anyone.
Q: I was charged for my order but I've never received a tracking number. What's going on with my order?
A: Because every order is made to order (treated like a custom order) we do charge your account before beginning the manufacturing process. It then take our manufacturer about 30 business days (a month and a half) to process the items. When they are finished they ship them to us and when we get them we ship them to you. When they leave our warehouse on their way to you, you will receive a tracking number from us via email.
Q: Why isn't my tracking number working?
A: Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. International shipping usually takes 2-4 weeks, so you can estimate that it will take about that long from the time your package ships until you will receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.
Q: Can I get a discount if I order more than two items?
A: FyBy does not currently offer a discount for slightly larger than normal orders. If you are a retailer interested in buying our products wholesale, though, please email us so we can discuss the details with you.
Q: Is there a customer service telephone number that I could call?
A: We do not currently have a dedicated phone line for customer service. Please email us at email@example.com in order to receive prompt customer service. Include your order number in the email, if applicable, so we can quickly answer your questions.
Q: I received a tracking number but only part of my order is listed! What happened to the rest of my stuff?
A: FyBy often ships orders in separate packages because we ship as soon as your items are finished being produced, but the different items are not always ready at the same time. By shipping separately we get as much to you as quickly as we can. Don't worry, we're still going to send you the rest of your order!