FREQUENTLY ASKED QUESTIONS

METHOD OF PAYMENT: We accept PayPal, MasterCard, VISA and American Express cards as forms of payment. Our website uses SSL Encryption to protect your login and credit card information because we want to keep your data safe.

 

ORDER NOTIFICATION: Customers receive an email after placing an order to let you know that we are beginning to process your order, which may take up to seven days. Once your order is fully processed, packaged, and sent to our shipping company, you will receive another email with your tracking information to let you know your order has been shipped. Please note that this tracking number may not be updated immediately to show the location of your order, but do not hesitate to email us at support@ftmsupport.zendesk.com if you have any additional questions.

 

My tracking information doesn’t work.

After receiving the email stating that your order is on its way and trying to track your product, there is sometimes a delay between the location of your order. As a result, it may display that the tracking number is invalid or incorrect, but do not be alarmed as this is completely normal. Please allow several days to pass before trying to track your order again, at which point the item location should be up to date.

 

I made a mistake with my order, can I change it?

We process orders as fast as possible so you can quickly receive your order. Unfortunately, because of this, any requests to change an order must be submitted before the item is processed (generally within 24 hours). Once it is processed, it is out of our hands and onto the shipment company where we cannot stop the package in transit. Please reference any size charts listed on the product pages or color choice prior to completing your purchase to ensure there are no issues with your order.

 

My address is wrong, what do I do?

Contact us ASAP! Due to how we process orders, it may be too late to change the address, so please be very careful when filing out your shipping information to ensure there are no issues in getting your order to your doorstep as quickly and safely as possible.

 

My order was marked as delivered but never arrived.

Sometimes orders are marked by the post office as delivered, but don't actually arrive until the following weekday. If 24 hours goes by and your order still does not arrive, please shoot us an email at support@ftmsupport.zendesk.com

 

What items are returnable?

We offer hassle-free returns for our amazing customers! If you receive a product that has a defect or is damaged in transit, we will either issue you a refund or send you a new product free of charge! Unfortunately, if you would like to return an item due to an incorrect size, we recommend to simply email us and we will give you a one-time use discount code for 30% off, as we do not accept returns for incorrect sizing. If you receive an item that you purchased on sale and has no defects, then we unfortunately will not accept the return. Please view the Refund Policy for more information.

 

What items are refundable?

We offer refunds to products that are sold without any discount OR products that arrive in damaged condition due to mishandling during shipment or have a defect upon arrival. In these cases, we will either send a new product to you or we will refund 100% of your money back, no questions asked.

 

If you have any additional questions, email us at support@ftmsupport.zendesk.com.