ORDERING POLICY

1. Can I cancel my order?

   We do not cancel orders, all sales are final but if you have an issue with your order do not hesitate to contact us, we will work towards a resolution for you within our store’s policies. Please email us at [email protected]

    

2. I made a mistake and provided the wrong address on the checkout page, can I change it to the right address?

   Sadly most of the time we are not able to fix a wrong address added by the customer. After an order is fulfilled we are not able to change the address.

   What do I do next?

   The next step is to wait, If USPS is not able to deliver to the address you provided, they will send it back to the sender. If this is your case we will proceed with your claim and offer a resolution (according to our Return and Exchange Policy) after we receive the package back.

   However, if there are residents living at the address you provided they may receive and keep your package, and unfortunately, there's nothing we can do about it.

   Because of similar situations in the past, we have in our policy specified that WE CAN NOT BE HELD RESPONSIBLE FOR WRONG ADDRESS ADDED AT THE CHECK OUT PAGE. Before shipping, I will contact you to be sure shipping address is correct. 

3. My order is delayed/hasn't arrived yet, what should I do?

   Delays and lost packages are completely out of our hands, once the package is in possession of USPS we are not able to give any updates on where your package is. Delays are much more common with the impacts of Covid 19 on the postal service and customers should be aware that orders can take a bit longer to arrive.

   *This is the reason we strongly encourage opting for the tracking in international orders - without it, there is nothing that can be looked into by you, us, or the post office and no insurance for us to offer a replacement if it is in fact missing.

   **If the tracking number of your package hasn’t been updated in more than 7 business days by the USPS, you can open a claim on their website to locate your package.

   ***You are able to open a claim of LOST PACKAGE with USPS after 15 days from when your package was shipped. If you have not opened it yet, we can help you.

   Please email us at [email protected]

    

4. Do you offer Free Shipping?

   No. Why? If you are a small business owner you will agree that it's impossible for us to be as such in an Amazon Prime with free same-day deliveries. It’s not easy for small businesses that sell online—or exist at all, really—to survive in the shadows of retail giants like Amazon, Wal-Mart, and Target. These giants have too much economy of scale, bigger advertising budgets, and cozy relationships with logistics companies that cut them deals. No part of the online shopping industry represents this advantage better than the concept of free shipping. For a small business like me, free shipping means absorbing all shipping fees. This is why we truly appreciate your business and your support. While our shipping costs are not free, we do offer free local pickup. 

    

5. I think my shipping fee was overcharged, how can I ask for a refund?

   You can open a claim by emailing us at [email protected]

    

6. I forgot to buy something/I want to remove something from my order. Can I add or remove items from my order?

   We do not add or remove items from your order, our system does not allow us to change your order.

    

7. The email address of my order had a typo. What do I do?

   We are not able to change email addresses or passwords. If you did not receive your order confirmation or tracking number the only way is to open a claim so we can resend it to the right email address. Please open a claim by emailing us at [email protected].

    

   ****If you have an issue with your order, please EMAIL us at [email protected].

DEADLINES TO OPEN A CLAIM:

1-Faulty and defective products (manufacturing problems)

2-For missing Item(s)and Parts

3-When an incorrect item (s) was/were shipped

4-Damaged Item(s) due Shipping Process

For damaged products due to shipping, we will only open a claim on USPS after we receive pictures. (30 to 90 days process to receive insurance of the package)

IF YOU ALREADY OPENED YOUR PACKAGE(PRODUCTS)

WE WOULD LIKE YOU TO BE COMPLETELY SATISFIED WITH YOUR PURCHASE. YOUR HAPPINESS IS OUR HIGHEST PRIORITY. REGRETTABLY, WE CANNOT OFFER A REFUND OR EXCHANGE ONCE THE PRODUCT HAS BEEN OPENED AND USED UNLESS THE PRODUCT IS FAULTY OR DEFECTIVE.

5- Lost package - It’s 15 days according to USPS Claim Policy.

For lost packages, USPS only allows us to open a claim after 15 days it was shipped. (30 to 90 days process to receive insurance of the package)

MAIL THEFT

If a package has been successfully delivered to the right address, FORMINHAS BOSTON AND BWB PACKING AND ACCESSORIES are not responsible for the reimbursement.

*All carriers suggest that if you won't be home when a package is delivered, consider having your deliveries shipped to your office or a store/post office for pick up. You can also schedule your delivery for a time convenient for you and request a signature upon drop-off.

AFTER YOU OPEN YOUR CLAIM

1. You will receive a notification email that we received your order inquiry.

2. Depending on the type of claim we will ask for pictures.

3. The pictures/claim will be analyzed on a case-by-case basis method (this process takes up to 3 business days).

4. After we analyze you will receive an email saying if your request was approved or not. ( it's up to 7 business days).

5. Approved requests will receive an email offering possible resolution(s) on a case-by-case basis as well.

6. If your request it's not approved, you will receive an email explaining the reason it wasn't approved.