Our returns and exchanges policy takes into consideration our desire to provide the highest level of customer service and maintain a sustainable family owned business. Our policy continues to evolve and we welcome feedback. If you have any questions or comments, please reach out to us at firstname.lastname@example.org. Feedback not only helps us improve but creates the respectful and trusting relationship we want with you.
All returns and exchanges must be in new, unused or unwashed condition (no stains and scents), and in its original packaging. Any item that has been modified, altered or changed in any way other than its original form is not eligible for returns and exchanges.
Firelli Hot Sauce sauce is not available for returns and exchanges.
If you would like to return your unused merchandise within 14 days, please contact email@example.com to initiate the return. If possible, please keep the package that the merchandise came in, as we will generate a prepaid return shipping label corresponding to the size of that package. Once the shipment is received and inspected, you will receive a refund for your order amount less a $5 handling fee.
Returns take 5 business days from receipt at our warehouse to inspect, restock and process your refund. We will send a confirmation email when your refund has been issued to the original payment method. Items sent back to us without first requesting a return will not be accepted. Please note it can take some time for your bank or credit card company to process and post the refund.
If you would like to exchange your unused merchandise within 14 days, please contact firstname.lastname@example.org to initiate the exchange. If possible, please keep the package that the merchandise came in, as we will generate a prepaid return shipping label corresponding to the size of that package.
You have the option of exchanging your item for another or receiving a store credit for the value of the returned item, which can be used on our website to place any new order(s). Once the shipment is received, inspected and determined to be in acceptable condition we will process your request and send you a confirmation email.
Damaged and Incorrect Order
If your item arrived damaged, or you received an incorrect item, please email photos to email@example.com of the damage and/or to confirm which incorrect item was shipped. This will assist in our analysis of the potential cause (one being too much pressure placed upon the bottle during transit will cause damage) as we work with our vendors for quality control and prevent similar issues for you and other customers in the future. Once we receive the photos, we will ship you a replacement. Apologies for the inconvenience and thank you for your understanding.
Delayed and Lost Order
Your order is shipped USPS Priority Mail and should arrive within 1-4 days. Unfortunately, delays are occurring, especially in the current environment. We are experiencing delays up to 3 -4 weeks, but the orders did eventually arrive.
If 3 weeks have passed and your order is still missing, please contact your local USPS offices as we were advised they are the best resources to provide insight into the exact location of your order. Alternately, you can also place a Service Request at https://usps.force.com/emailus/s/. Please forward this information to us when you contact firstname.lastname@example.org regarding your delay. If we aren’t able to resolve this with USPS in 3 days, we will ship your replacement.
For a lost order (tracking notification indicating order was delivered but it is missing) there can be numerous reasons. In our experience, oftentimes tracking messages can be wrong, either your order was scanned incorrectly or it was misdelivered to a neighbor and they will bring it by. There were instances where an order was scanned “Delivered” but it was still at the post office.
If your order is still missing after a few days, please contact your local USPS offices as we were advised they are the best resources to provide insight into the exact location of your order. Alternately, you can also place a Service Request at https://usps.force.com/emailus/s/. Please forward this information to us when you contact email@example.com regarding your lost order. If we aren’t able to resolve this with USPS in 3 days, we will ship your replacement.
Please note we are not responsible for orders lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout. Our shipping system may catch this error and we will reach out for an address verification, please take some time to check your email to see whether you received this request from us.
Again, we were advised that your local USPS offices are the best resources for updates. For ease of references, their online services are provided below:
Email: USPS® Customer Service
For more details and a full list of TTY services, go to Federal Relay TTY.
Thank you very much for your consideration and continued support.