Shipping Policy

At Facoles, we aim to provide a transparent and dependable shipping experience for all customers. Whether you’re ordering our ornaments inspired by iconic travel destinations around the world. Each piece is more than just a decorative item. Please read this policy thoroughly before placing your order.

1. Shipping Carriers & Fulfillment Process

1.1 Shipping Carriers

We partner with a variety of reliable carriers, including:

  • USPS
  • Yun Express
  • Yanwen Express
  • SDH Express
  • Other equivalent logistics partners

Carrier selection is based on your delivery destination and product type. Please note:

  • Carrier requests cannot be accommodated. We reserve the right to choose the most efficient carrier for your order.

1.2 Fulfillment Timeline

  • Production & Packaging: All items are made-to-order. Orders are processed, printed, and packed within 3–5 business days.
  • Business Days: Monday–Friday (excluding public holidays).
  • Order Cut-off: Orders placed after 5:00 PM CST begin processing the next business day.

2. Estimated Delivery Timeframes & Service Areas

2.1 Estimated Delivery Timeframes

  • Domestic (United States): Standard delivery time is 12–15 business days after production.
  • International Orders: Typically take 12–17 business days, depending on customs and local delivery performance.
  • Total Delivery Window: Most customers can expect to receive their order within 15–22 business days from the date of order confirmation.

2.2 Delivery Coverage

  • We ship worldwide to most countries supported by our logistics partners.
  • We do not ship to: PO Boxes, APO/FPO, or military addresses.

3. Shipping Rates & Additional Fees

  • Flat-Rate Shipping: $5.99 per order (applies to both domestic and international).
  • Free Shipping: May be offered during special promotions, which will be clearly indicated at checkout.
  • Customs & Import Fees: For international shipments, customers are responsible for any applicable customs duties, VAT, or import taxes as required by local regulations.

4. Order Tracking & Status Updates

  • Once your order ships, we’ll send you an email with a tracking number and tracking link.
  • You can check your delivery status at any time using the provided tracking information.
  • Please allow up to 48 hours for tracking details to update in the carrier’s system.

5. Customer Responsibility & Delivery Exceptions

5.1 Failed Deliveries / Return to Sender

Ensure your shipping address is complete and accurate. If your package is returned to us due to:

  • Incomplete or incorrect address
  • Recipient unavailable
  • Unclaimed package

You may choose to:

  • Pay reshipping fee and have the item resent ($7 domestic, $10 international)
  • Receive a partial refund (product value minus original shipping fee)

5.2 Lost or Stuck Packages

If your tracking status shows the package as lost or stalled in transit:

  • Contact us within 4 days of the estimated delivery date
  • We will investigate with the carrier and, if confirmed lost, offer a replacement or full refund

5.3 Missing or Stolen Packages

If your package is marked as delivered but not received:

  • Check around your delivery location and with neighbors
  • Contact the local carrier for assistance
  • Notify us at support@facoles.com within 4 days of the marked delivery

5.4 Damaged or Incorrect Items

If you receive a product that is:

  • Damaged
  • Defective
  • Incorrect (wrong item, design, or size)

Please contact us within 7 days of receiving your order:

  • Send your order number and clear photos of the issue to support@facoles.com
  • We will arrange a replacement or full refund depending on stock availability

6. Important Notes & Exceptions

  • Facoles is not responsible for shipping delays due to:
    • Weather conditions
    • Customs inspections
    • Natural disasters
    • Carrier-related issues beyond our control
  • For international orders:
    • If the customer refuses to pay customs duties and the parcel is returned or destroyed, shipping fees are non-refundable.

7. Customer Support

If you have questions regarding shipping, delivery issues, or need support:

Facoles Customer Service
Email: support@facoles.com
Phone: +1 (406) 998-1506
Address: 539 W Commerce St 5444, Dallas, TX 75208, United States

We’re available Monday to Friday, 8:00 AM – 6:00 PM CST, and aim to respond to all inquiries within 12–24 hours.

By placing an order with Facoles.com, you agree to the terms outlined in this Shipping Policy. Thank you for trusting us with your custom products!

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