Shipping & Returns FAQs
My tracking info says delivered, but I never received my order?
We’re so sorry to hear that you never received your order!
Please follow the steps below:
- Confirm that your shipping address is correct in your confirmation email.
- Give us a little more time. Sometimes our courrier scans something as delivered before it's actually physically delivered. In some cases, it can take 1-2 business days for your shipment to appear.
- Check with neighbors, housemates, areas near your mailbox, and/or mailroom, in case your package was received elsewhere.
- Check your tracking link for a notice of an attempted delivery. This notice will have instructions on the next steps you should take.
- Contact UPS or USPS and use your tracking number to start a claim with them.
Missing packages are usually found within 2 days of delivery. If you’ve completed all of the steps above and still haven’t found your package, please contact us via email at email@example.com and our customer service team will make it right!
How long does it take for your orders to ship?
Upon completing your purchase, you will receive a confirmation email. It can take a few business days to process your order depending on order volume and inventory. When your shipping label is printed, you will receive a second email with a tracking link. This link will provide the most accurate time frame for delivery!
What shipping options are available?
We use both UPS and USPS as carriers, and we're unable to predetermine which carrier will be used for a specific order unless you have specifically picked one at checkout.
We offer free standard shipping on all US orders over $75.
If I choose an expedited shipping service does that mean my order will be packed faster?
Choosing Priority Mail, 2nd Day Air, etc only changes the speed at which the USPS or UPS delivers your package once it leaves our facility. Please be aware that a faster delivery option does not speed up the time it takes for us to pack your order.
Can you tell me more about Canadian shipping?
We are delighted to ship to our Canadian customers! FYI, any order that exceeds $20 USD may be subject to import duties and fees, taxes and other charges. We do not collect any duties and/or taxes as we cannot predict what your charges may be.
Once your order has shipped, we are unable to refund any shipping costs incurred should you not accept the customs charges. If you wish to cancel your order prior to shipping, please contact us at firstname.lastname@example.org
Once your package reaches customs in Canada, it is handled by Canada Post which does not provide international tracking. It is common for packages to be marked as “Delivered” only to arrive later.
We would like our customers to be aware of these factors before placing an order with us.
Do you ship worldwide?
We do! We offer international shipping through the US Post Office. We offer both First Class and Priority options. Keep in mind international shipments may be delayed in customs and there may be a duty tax due upon delivery, depending on your country. Check with your local post office with any questions on receiving international shipments.
What is your return policy?
We’re sorry to hear that our products may not have been a good fit for you! If you are not completely satisfied with a product you may send it back to us within 30 days of purchase for a full refund or store credit, minus the shipping charges. To initiate a return, e-mail email@example.com with your order and/or invoice number and reason for return. Product return must be initiated within 30 days of purchase. For a refund, approximately 60% or more of the product must be remaining in the original container. Refunds will be given once products are received by Franklin & Whitman. Customers are responsible for the cost of return shipping. We only process returns for products purchased at www.franklinandwhitman.com or from a Franklin & Whitman hosted pop-up shop. Securely wrap your return as we are not responsible for returned items lost and/or broken in transit.