WHAT PAYMENT METHODS DO YOU ACCEPT?
You can use all the main Credit Cards & PayPal in our store.
HOW SECURE IS MY PERSONAL INFORMATION?
Fetch Falcon adheres to highest industry standards in order to protect your personal information with the best security solutions.
Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the internet for processing payments safely.
MY TRACKING NUMBER IS NOT WORKING
99% of our orders has a tracking number available. However, it's possible that your order doesn't have a tracking number. Contact us at support@fetchfalcon.ca with your order number, and you’ll receive your tracking number by email within a few days.
HOW DO I KNOW IF MY ORDER HAVE BEEN SHIPPED OUT?
When your items have been dispatched, we will send a notification email with the tracking number to your registered email address and to the phone number you used at checkout. The tracking number is normally available within the next few days of dispatch.
THE TRACKING SITE SAYS DELIVERED BUT I HAVEN'T RECEIVED MY PACKAGE YET
Sometimes postal tracking services mark an order as delivered when it has reached your local post office, even though you have not yet received your package. In this case, please wait a few more days for your postal service to deliver the package to your home or contact your local post office as they may hold the item for you.
DO YOU SHIP INTERNATIONALLY?
Fetch Falcon ships worldwide every day. Shipping is available for most all around the world.
HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP OUT?
All items are subject to a handling period before they are dispatched.
99% of orders leave the warehouse within 1-3 days of payment.
We will notify you by email when your items have been shipped.
MY ORDER DID NOT ARRIVE ON TIME, WHAT SHOULD I DO?
If for any reason whatsoever your items do not arrive within 45 business days from the purchase date, please contact support@fetchfalcon.ca.
HOW LONG DOES SHIPPING TAKE?
Standard International Shipping: 7-15 business days
All orders will be dispatched from our warehouse within 3 business days. In peak periods please allow for up to 6 business days for dispatch.
HOW MUCH DO YOU CHARGE FOR SHIPPING?
We offer FREE Shipping in North America!
FROM WHERE IS MY PACKAGE BEING SHIPPED FROM?
Our warehouses are located in United States, Canada, and China. Orders will be shipped from closest warehouse.
WHAT IF I RECEIVE A DAMAGED / FAULTY PRODUCT?
If you receive a damaged or faulty product from Fetch Falcon, please provide us with photographic or video proof of the damage. We will then proceed with the next steps, whether that involves sending you a replacement product or issuing a refund.
Refund Policy
I'VE PUT A WRONG SHIPPING ADDRESS / CHOSE THE WRONG VARIANT! CAN I CHANGE?
If this happens to you, email us at support@fetchfalcon.ca as soon as possible, and we might be able to take care of it. However, we can't guarantee anything in this case, as all of our items are usually processed immediately after you order and ship out the same day or the day after. If your order has already entered the shipping process, we won't be able to stop it. Please contact us anyway, as we still care and we'll try to help in any case. We know how frustrating it can be to pay for something you can't use. Please note: if we can't cancel the order, we won't do a refund if you ordered your products to the wrong address.
MY PACKAGE IS STUCK IN CUSTOMS, WHAT CAN I DO?
Customs, Postal Services & Fetch Falcon are different entities, hence we are not liable for any delays caused by customs or local post services and cannot be made responsible for the customs services in your country.
Payment of customs charges and taxes is the responsibility of the recipient and will not be covered by us here at the Fetch Falcon. For further details of charges, please contact your local customs office.
If your order is held up in customs, we suggest calling your country's customs department directly and asking them to release your items.
CAN I CHANGE MY SHIPPING ADDRESS?
Once you have placed an order, the information goes straight to the shipping department which takes 1-3 working days to process. After which the shipping department will send the tracking codes to the data entry to update the tracking codes and send shipping confirmation email to the customer. Hence, if you need to make any changes to your shipping address, please contact our Customer Service as soon as possible after you've placed your order and we might be able to take care of it.
Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.
NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.
GENERAL QUESTIONS ABOUT PRODUCT DESCRIPTIONS
