Shipping Policy
Before completing your order, please review the shipping terms below. If you need clarification on any point, contact us at support@facoles.com before placing your order.
1. Carrier Selection & Liability
Facoles ships through a network of logistics partners such as FedEx, USPS, Ontrac, Yun Express, Yanwen Express, SDH Express, and others. The carrier used for your order is selected automatically based on destination and package details. We are not able to accept requests for a specific carrier.
Facoles is responsible for producing and handing over your parcel to the shipping carrier within the stated processing time. Once the parcel has been transferred to the carrier, we are not liable for delays caused by external factors such as holidays, severe weather, natural disasters, or other events beyond our control. We will support you in working with the carrier, but final transit times are determined by the carrier.
2. Definition of Business Days
“Business Days” are Monday through Friday, excluding Saturdays, Sundays, and any federal or bank holidays when institutions are closed.
3. Production & Processing Time
Processing time is the period required to manufacture and prepare your order before it is handed over to the shipping carrier. Standard processing time is 3–5 business days.
4. Shipping Methods, Costs & Estimates
All delivery windows are estimates provided by the carrier and are not guaranteed. Actual delivery dates may vary due to factors outside our control.
| Shipping Method | Estimated Transit Time | Cost |
|---|---|---|
| Standard Shipping | 12–17 Business Days | $5.99 (first item) + $1.99 (each additional item) |
Total delivery time = Processing Time + Transit Time.
5. Shipping Destinations
We are unable to ship to APO/FPO military addresses or P.O. Boxes. Please provide a valid residential or commercial street address at checkout.
6. Order Tracking
When your order ships, you will receive an email with your tracking number and a link to track your shipment.
- Registered customers: you can also view order status in the “My Account” section after logging in.
- Guest checkout: tracking details are available only via the emails sent to your inbox.
7. Packages Lost in Transit
If tracking shows that your package is lost in transit (and not marked “Delivered”), you must notify us within 4 days after the estimated delivery window.
For confirmed lost-in-transit packages, Facoles will reprint and reship a replacement at no additional cost. We may ask you to confirm your shipping address or contact your local carrier branch before issuing a replacement.
8. Incorrect Shipping Address
You are responsible for entering a complete and accurate shipping address at checkout. Facoles is not liable for orders delivered to an incorrect address provided by the customer.
If a package is returned to us due to an incorrect or incomplete address, unclaimed status, or recipient refusal:
- Reshipment fee (US orders): $7.00 per item.
- Packages not returned: if the carrier discards the parcel and it is not returned to our facility, a new order at full price is required.
9. Return to Sender (Undeliverable)
Orders returned to our facility are typically due to undeliverable addresses or unpaid customs/duties. Once the return is processed, we will contact you to confirm the correct address. Reshipment fees described in Section 8 must be paid before the order is sent again.
10. Disputed Deliveries (“Delivered” but Not Received)
Facoles covers issues such as damaged items or packages lost in transit. However, if the tracking information shows the package as “Delivered” to the address provided at checkout, our shipping obligation has been fulfilled.
If you cannot locate a package that is marked as delivered, please:
- Check around your property (front door, back door, porch, garage, mailbox, etc.).
- Ask household members or neighbors if they accepted the package on your behalf.
- Contact the carrier immediately to confirm the exact drop‑off location.
11. Damaged or Defective Items
If your order arrives damaged or with a manufacturing defect, please email clear photos of the product and packaging to support@facoles.com within a reasonable time after delivery.
Once the issue is verified, we will either ship a replacement item or issue a refund for the affected product, at our discretion.
Contact Information
United States Office
Address: 1001 S Main St Ste 600, Kalispell, MT 59901
Phone: +1 484 445 8167
Vietnam Office
Address: Thon Dinh, Yen Dong Commune, Yen Lac District, Vinh Phuc Province 28000, Vietnam
Phone: +84 337 870 124
Email Support
Email: support@facoles.com