FAQs

Find quick and accurate answers in the frequently asked questions below. If you can't find the answer you're looking for, please don't hesitate to contact our customer support team: [email protected]

I. Shipping

1/ What is the standard delivery time?

The standard delivery time at Firamart is 8-12 business days from the time your order is processed and handed over to the shipping carrier. "Business days" exclude weekends (Saturday and Sunday) and U.S. public holidays.

2/ How is the shipping cost calculated?

At Firamart, we apply a flat rate shipping fee of $6.99 per order within the U.S., regardless of region, number of products, or order value.

This means you only pay a single shipping fee of $6.99 whether you order 1 product or 10 products, and whether you are located in New York, California, or Alaska. We do not charge additional shipping fees for remote or special areas such as Hawaii or Alaska.

3/ Do you support international shipping?

Currently, Firamart does not support international shipping. We only provide domestic shipping services within the United States, including all 50 states, such as Alaska and Hawaii. 

We understand that there is demand from international customers and will consider expanding our shipping coverage in the near future. However, at this time, to ensure service quality, we only serve customers within the U.S.

4/ How can I change the shipping address after placing an order?

If you just completed your order but realize that you entered the wrong shipping address, you can request to change the address, but this must be done within 12 hours from the time the order was placed.

To change the shipping address, please send an email to [email protected]. If the request is sent after the 12-hour window, the order may have already been processed and handed over to the carrier, so we cannot guarantee that the address change can be successfully made.

II. Return & Refund

1/ How many days do I have to return a product after receiving it?

You can request a return or refund within 35 days from the date you receive the product at the delivery address. This is the period during which Firamart guarantees to process return requests quickly and efficiently.

If it exceeds 35 days, for any reason, return or refund requests will not be accepted due to our operational procedures and warehouse limitations. Therefore, customers should proactively check the product and submit requests promptly if any issues or dissatisfaction arise.

2/ What conditions must the returned product meet?

To be eligible for a return or refund, the product must meet the following conditions:

  • The order must fall under one of the cases that we accept for return/refund. Please see details in our Return & Refund Policy.
  • The product must be new, unused, unwashed, and undamaged.
  • All tags/labels must remain intact.
  • The returned product must not show signs of damage caused by the user, such as tears, stains, unpleasant odors, or defects that occurred after receiving the product. 
  • Return requests must be submitted within 35 days from the date you receive the product.

3/ Who is responsible for shipping costs when returning a product?

For exchanges due to ordering the wrong size, customers will bear the shipping costs both ways (round-trip shipping fees). Once the request is approved, we will provide the warehouse address for you to send the product back.

In cases where a refund or exchange is approved due to product defects, customers do not need to return the defective product; therefore, no return shipping costs will be incurred.

III. Other Questions

1/ My order has been stuck in one status for a long time. Is there a problem?

If your order has been stuck in one status for an extended period, it is likely that some issues have occurred during processing or shipping. This may include:

  • Technical issues in the order tracking system causing status updates to be delayed.
  • Delays or disruptions in the shipping process due to the delivery partner or external factors such as weather conditions, holidays, or traffic situations.

We recommend that you contact Firamart's customer service immediately via the email provided on our website. They will assist you in checking your order details and provide the most accurate updates. Our support team will respond within 1-2 business days to help resolve the issue and ensure your order is delivered as soon as possible.

2/ I didn't receive the order confirmation email.

After a successful payment, a confirmation email is sent immediately. If you do not see this email, please check your Spam, Junk, or Promotions folders in your inbox.

If you have checked all these folders and still cannot find the email after one hour, please contact us at [email protected] for assistance.

3/ Is my payment information secure?

Your payment information at Firamart is always kept confidential and secure. We use advanced encryption technologies and strict security measures to protect customers' personal data and payment details from leakage or unauthorized access. When you make a payment, all information such as credit card numbers, CVV codes, and related data are processed through PayPal's payment gateways and are encrypted according to international standards. This ensures that sensitive information is neither stored nor misused.

Additionally, Firamart complies with data security and privacy regulations to provide customers with peace of mind when shopping online. If you have any questions or concerns regarding information security, please do not hesitate to contact our customer support team for detailed answers and timely assistance.