Frequently Asked Questions
HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 1~3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up processing times may go up to 3 business days following the day you placed your order.
ADDRESS CHANGE?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it's not always possible to process address change requests. If you notice an error, please contact us ASAP with your name and order # so we can try to make a correction to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). Your package should be shipped out within 1~2 business days after your order is placed. You will receive an email with the tracking number soon after. E-Packet is our primary carrier for U.S customers and for customers in countries/regions such as Canada, Europe, UK, Australia, New Zealand etc. Depending on where you live, US packages are delivered within 2~7 days and international from 20-40 days from the date of shipment.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart.
OUT OF STOCK/BACKORDERED ITEMS:
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped. If the items are not expected to be restocked within 3 weeks, we will offer you the option of a refund.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship internationally and to almost all countries. You will receive your shipment 20-40 days after the order is shipped. Most orders are shipped out within 1 or 2 days.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.
HOW CAN I TRACK MY ORDER?
Simply go to the Track My Order tab and input your information to see where your package is. If you need further assistance, we are always willing to help.
WHY ISN'T MY TRACKING NUMBER WORKING?
Often, tracking numbers will only function on domestic orders, as foreign postal systems will sometimes not update the location of the package in our carriers' systems. International shipping usually takes between 3-6 weeks, so you can estimate that it will take about that long from the time your package ships until you'll receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?
All domestic (U.S) delivery issues become the responsibility of USPS once it’s been shipped from our warehouse or suppliers. You can contact USPS at (800) 275-8777 to locate your package at your local post office.
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER?
If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. We have a Money Back Guarantee policy which lasts 30 days, so make sure to contact us within that time frame. You can reach us by filling out the form on the Contact Us page or by emailing us at fumestogo@gmail.com. Please include your name and order number.