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General Order Information

• Please note: Orders CANNOT be changed, modified, or canceled after checkout!
• We will only accept one coupon code per order.
• If you use a discount code of 25% or more, the items that the code covers are FINAL SALE and cannot be returned back to us.
• If you have questions regarding our items prior to placing your order, or are having technical issues with ordering, please email Lindsay@FlyFreeProducts.com and fill out this form for assistance!

SHIPPING

• Shipping and order processing will take no more than 5 business days to be processed and packaged before they are shipped out of our warehouse.

Fly Free Products are NOT responsible for:
• Delays with UPS shipping
• International Duties or Customs charges
• Products that are lost or damaged in the mail. The US Postal Service or UPS will be responsible once we ship the packages.
• Products marked delivered by the Post Office. You will need to contact your local Post Office to obtain information regarding your package.
• If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. Please contact us after the estimated delivery time has passed.
• All our shipments include Tracking with Delivery Confirmation. If your tracking information confirms that the item has been delivered to your order address, but you have not received your order, please contact the carrier directly to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

Carrier Contact Numbers:
• USPS: 1-800-275-8777
• International USPS: 1-800-222-1811

We are NOT responsible if the package is not delivered in the guaranteed shipping times as it may take 1-2 business days to process the order and we cannot be held liable for USPS guarantees. If the item is not delivered in time, please contact USPS (1-800-ASK-USPS). We will NOT refund additional shipping charges if USPS fails to meet their guaranteed shipping times.

WRONG ADDRESS DISCLAIMER:

It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We are not responsible if a package is shipped back to us due to an incorrect or undeliverable address. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of the order. If you decide to cancel your order or change your shipping address, please write to us at Lindsay@FlyFreeProducts.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so. If our shipping staff contacts you regarding an incorrect address and a reply is not received from the customer within 24 hours, the order will be cancelled and refunded.

RETURN POLICY

• We do not need to be notified of any return(s) prior to sending them to us.
• All returned items must still have the ORIGINAL TAGS on them. Shoe boxes must be encased in another box for shipping to protect the items. If you send shoes back with stickers and return labels directly on the box, or if the shoe box is damaged, then we will not accept a return.
• Returned merchandise must be UNWORN and UNWASHED. Items that appear worn, have stains, or smell from hair or odors, etc. will not be accepted. If an item has been worn once, it will not qualify for a return.
• Merchandise may be returned for ONLINE STORE CREDIT only within 30 days of delivery. Credit will be applied for the amount paid for the product. Credit will only be applied for the item, not for any shipping and handling charges.
• When making a return, please include the original invoice and any notes (written or via email) as to why it is being returned.
• Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions.  Patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.
• The customer is responsible for all return shipping costs. We recommend using a shipping method that provides a tracking number for your reference.
• Please allow 5 business days for our warehouse to receive your return, and 7-10 business days for our return department to process your store credit.
• If approved for a return, a store credit code will be emailed to the email address on file and applied to your account with us within 7-10 business days after we receive the returned item. Instructions on how to redeem it will be sent as well. It will be located behind “Use Store Credit” under Payment Method on the Checkout page.
• If an order is placed prior to receiving a store credit code, we cannot refund that amount to you. Please wait until your store credit is applied to your account if you’d like to place an order using this credit.
• If you place an order and do not use your store credit, we cannot apply that credit afterward. If you have any issues with your credit, please email Lindsay@flyfreeproducts.com before placing your order.
• If you send back an item that does not qualify for a return or we receive a package back from the shipping carrier due to the address provided being undeliverable, the buyer is now responsible for the payment of the return shipping. We will hold non-returnable merchandise or packages returned by the shipping carrier for 10 days. After 10 days, the items will be donated to charity.

EXCHANGES

• Due to our limited quantities and high demand of our products, we are unable to offer exchanges on any items. Returned merchandise will be processed for STORE CREDIT ONLY.
• We recommend purchasing the correct size of the desired item, and then shipping back the returned product so that you do not miss out on the item. Store credit cannot be applied to that new order that has been placed. Credit MUST be used for future purchases.

DEFECTS OR PROBLEMS WITH YOUR ORDER?

• If you have received an item with any problems or defects, please contact us by filling out the Warranty Submission Form within 3 DAYS to inform us of the issue. If we are not notified within 3 days of receiving the item, then it will no longer qualify for a return or replacement. You must include a photo of the damage / defect with your email.
• We are not responsible for damages to products caused by improper care or handling, or incorrect sizing.
• Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.