Shipping Policy

At Facoles, we’re committed to providing you with a smooth and reliable shipping experience. Please read the details of our shipping policy carefully to understand how we handle processing, shipping times, carriers, fees, and more.

1. Shipping Carriers

We work with trusted shipping carriers to ensure your orders are delivered quickly and securely. Our current shipping partners include:

  • USPS
  • Yun Express
  • Yanwen Express
  • SDH Express

🚚 Carrier Selection:

  • We will automatically select the most suitable carrier based on your delivery location and product type.
  • Unfortunately, we can’t accommodate requests for specific carriers.
  • Our priority is to make sure your order arrives on time and in excellent condition.

🌍 Uncontrollable Delays:
While we make every effort to process and ship your order on time, delays caused by the following factors are beyond our control:

  • Holidays
  • Severe weather
  • Natural disasters
  • Customs processing
  • Other unexpected events

We will work with the carrier to resolve any issues and keep you informed if any delays occur.

2. Business Days

Our business days are defined as:

  • Monday to Friday (excluding public holidays)
  • Orders placed on weekends or public holidays will be processed on the next available business day.

3. Processing Time

We aim to process all orders within 3 to 5 business days before shipping. The processing stage includes:
✅ Order verification
✅ Printing and customization (if applicable)
✅ Quality check
✅ Packaging

👉 Complex or custom orders may require additional processing time.

4. Estimated Delivery Time

Estimated delivery time refers to how long it takes for the order to reach you after it has been shipped.

  • Standard delivery time: 12 to 17 business days

⚠️ Actual delivery times may vary due to:

  • Holidays
  • Customs processing
  • Weather conditions
  • Carrier delays

We will provide you with a tracking link so you can monitor your shipment status in real time.

5. Shipping Fees

We offer a flat-rate shipping fee to keep things simple:

  • Standard Shipping: $5.99 per order

✅ Free Shipping Promotions:
We occasionally run free shipping promotions, which will be announced on our website or through email.

  • Free shipping does not apply to oversized or heavy items unless stated otherwise.

6. Shipping Destinations

We offer worldwide shipping to most locations. However, we cannot ship to the following addresses:
❌ PO Boxes
❌ APO/FPO addresses
❌ Military addresses

👉 Please provide a valid physical address to avoid shipping delays or cancellations.

7. Order Tracking

Once your order has shipped, you will receive a confirmation email containing:

  • Tracking number
  • Tracking link

You can monitor your delivery status using the link provided at any time.

8. Lost Packages

If your package is marked as “delivered” but you haven’t received it:

  • First, check your mailbox, porch, or with neighbors.
  • If you still can’t locate it, contact the courier directly.
  • If the package is confirmed lost, we will reprint and reship it to you at no extra cost.

Claims for lost packages must be submitted within 4 days of the estimated delivery date.

9. Incorrect Address

Customers are responsible for providing an accurate shipping address at checkout.

  • Packages returned due to an incorrect address will incur a reshipping fee:
    • $7 per item for U.S. orders
    • $10 per item for international orders
  • If the order is not returned and marked as “delivered,” you’ll need to place a new order.

10. Returned to Sender

Packages may be returned to us for the following reasons:

  • Incorrect shipping address
  • Refusal to accept the delivery
  • Failure to pay customs fees (international orders)
  • Package left unclaimed

If a package is returned, we’ll contact you to arrange reshipping. Additional shipping fees may apply.

11. Delivered but Not Received

If the tracking status shows “Delivered” but you haven’t received the package:

  • Check common delivery locations (mailbox, porch, with neighbors, etc.).
  • Contact the carrier directly for additional details.
  • If you still can’t locate the package, contact us for further assistance.

12. Damaged or Defective Products

We take pride in the quality of our products, but if you receive a damaged or defective item:

📩 To report a damaged product:

  1. Take a clear photo of the product showing the damage.
  2. Email the photo and your order number to [email protected].
  3. We’ll review your claim and either replace or refund the item based on the situation.

13. Customs and Import Duties

  • For international orders, customers are responsible for any applicable customs fees, taxes, and import duties imposed by the destination country.
  • We are not responsible for customs-related delays.
  • If you fail to pay customs fees, the package may be returned to us or destroyed — in this case, we cannot issue a refund.

14. Special Cases

  • If the product is lost due to incorrect shipping information, we are not responsible for reshipment or refunds.
  • If the package is refused upon delivery, you will be charged a return fee.
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