Before you add anything to your cart, it helps to know how we handle the essentials—from payment to account setup. You don’t need to create an account to place an order; guest checkout is always an option. That said, signing up brings a few perks: you’ll move through checkout faster, can easily track your order status and history, and stay in the loop on new releases and promotions. If you ever lose track of your password, just click the “Lost password?” link on the login page to reset it. And if you notice a typo in your email address after the fact, reach out to us—we can update your email, name, or address on file. The order itself, however, cannot be changed once it’s been placed.
Everything on our site is priced and transacted in US Dollars. When your card operates in a different currency, the conversion happens at the daily exchange rate on the day your card issuer processes the payment. We accept VISA, Mastercard, AMEX, and PayPal. Personal checks, money orders, direct bank transfers, debit card payments, and cash on delivery are not accepted.
Right After You Click “Place Order”
Even after you see a confirmation screen or your card has been authorized, we reserve the right to accept or decline an order at any point. If we decide to cancel after authorization, a credit is issued back to your original payment method. Things look different if you initiate the cancellation yourself. Because the merchant processor and credit card networks charge us for cancellations, a 30% fee of the Total Price applies to any cancellation made after the order is placed—no matter how quickly you request it. Once an order has been packed or shipped, cancellation is no longer possible.
When you’re entering your shipping address, please use only the English input method, including punctuation. Any non-English letters should be swapped for similar English ones—for instance, “?” can become “c.” The address cannot be revised after the order has been processed or shipped. We also suggest using a residential address over a vacation address, since customs hold times can be unpredictable.
Your payment security is a priority. Every online order is placed on an SSL-secure webpage. All the information you submit is SSL-encrypted and transmitted directly to our credit card provider’s network for authorization and approval. We don’t store your credit card details on our servers.
While Your Package Is on Its Way
How long delivery takes depends on the shipping option you choose. Tracking information is emailed the day after your order ships, because tracking details typically become available 24 hours after shipment. That means you’ll usually see the tracking number in your inbox one day after it leaves us. We aren’t responsible for delays caused by your country’s customs department.
Free shipping is available on orders that meet the minimum amount, but discounted items, sale products, and oversized or overweight items are excluded. When an order qualifies, it’s sent via economy shipping.
Prices are listed tax-free in US Dollars. Once your order arrives, you may be liable for duties and taxes, as import taxes, duties, and related customs fees are determined by your local customs office. Paying those charges is your responsibility and isn’t covered by us. For specifics, contact your local customs office. We are not responsible for customs-related delays.
When Your Package Arrives
If you open your package and find items are missing, get in touch with us immediately. For anything that arrives incorrect, defective, or damaged, you’ll need to contact us within 7 days of receiving your order. Make sure to include your order number, photographs of the item or items in question, and all related references from the package. We’ll work to make it right as quickly as we can.
A quick note on promotions: discount codes and promotion codes cannot be combined with other promotions or discounts unless the terms of the offer explicitly state otherwise.
If You Need to Send Something Back
To start a return, reach out to us within 30 days of receiving your order. You’ll need to provide your order number and the reason for the return. Our customer service team will review your request and, if it’s approved, send you the next steps. All returned items must be in original condition with the packaging intact. Final sale items are listed in our Returns Policy and are not eligible for return. You’ll be responsible for return shipping fees and any other miscellaneous fees.
Once we receive your return, processing may take up to 14 business days. We’ll send a confirmation email as soon as it’s been processed. Refunds are credited to the original form of payment. For credit or debit card payments, the refund is sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. If you don’t see the refund posted to your account right away, check with your bank or credit card company—it may take additional time for them to finalize it.
For any situation that doesn’t feel resolved, a direct email to support@fireniq.com is the fastest way to get a personal response.