Frequently Asked Questions
Find answers to common questions about ordering, shipping, returns, and more. If you don't see your question answered here, please contact us at info@firmsofabase.com.
Ordering & Payment
Q: What payment methods do you accept?
A: We accept Visa and Mastercard. All payments are processed securely through our encrypted payment gateway.
Q: Are taxes included in the prices?
A: Yes, all prices displayed on our website include applicable taxes. You will not be charged additional taxes at checkout.
Q: Can I modify or cancel my order after placing it?
A: If you need to modify or cancel your order, please contact us immediately at info@firmsofabase.com or +1 817-903-8698. We will do our best to accommodate your request, but we cannot guarantee changes once the order has entered our fulfillment process. Orders placed after 6:00 PM CST will be processed the next business day.
Q: Can I cancel my order after it has shipped?
A: Once an order has shipped, it cannot be canceled. You may refuse delivery or return the item following our standard return process once you receive it.
Shipping & Delivery
Q: Where do you ship?
A: We currently ship to addresses within the United States only. We do not ship internationally or to P.O. boxes at this time.
Q: How much does shipping cost?
A: Shipping is FREE on orders $99 and above. Orders under $99 have a flat rate shipping fee of $8.00.
Q: How long does shipping take?
A: Orders are processed within 1-2 business days. Once shipped, delivery typically takes 3-6 business days depending on your location. Total delivery time is 4-8 business days from order placement.
Q: Which carriers do you use?
A: We ship via USPS, UPS, FedEx, or regional carriers based on your location and product specifications.
Q: Will I receive tracking information?
A: Yes, you will receive a shipping confirmation email with a tracking number once your order ships. If you don't receive tracking within 3 business days of placing your order, please contact us.
Q: What if my package is delayed?
A: While delays are rare, they can occur due to carrier issues or weather conditions. If your order hasn't arrived within the expected timeframe, please contact us and we'll help track your package.
Q: What happens if I provide the wrong shipping address?
A: Please double-check your shipping address at checkout. We are not responsible for orders shipped to incorrect addresses provided by the customer. If your package is returned due to an incorrect address, you may be responsible for additional shipping charges.
Returns & Refunds
Q: What is your return policy?
A: You may return eligible items within 30 days of delivery. Items must be unused, in original condition, and in original packaging with all tags intact.
Q: How do I start a return?
A: Contact us at info@firmsofabase.com or call +1 817-903-8698 within 30 days of delivery. Provide your order number and reason for return, and we'll send you return authorization and instructions.
Q: Who pays for return shipping?
A: For standard returns (change of mind, etc.), the customer is responsible for return shipping costs. For damaged, defective, or incorrect items, Firmsofabase covers return shipping.
Q: Are original shipping fees refundable?
A: Original shipping charges are non-refundable unless the return is due to our error (damaged, defective, or incorrect item).
Q: How long does it take to receive my refund?
A: Refunds are processed within 1-5 business days after we receive and inspect your return. Your bank or card issuer may take an additional 5-10 business days to post the refund to your account.
Q: Do you charge restocking fees?
A: No, we do not charge restocking fees on eligible returns.
Q: Can I exchange an item?
A: We do not offer direct exchanges. Please return the original item for a refund and place a new order for the item you prefer.
Damaged or Defective Items
Q: What if my item arrives damaged?
A: Please inspect your package upon delivery. If you receive a damaged or defective item, contact us within 48 hours at info@firmsofabase.com with your order number and photos of the damage. We'll arrange a replacement or refund.
Q: What if I receive the wrong item?
A: If you receive an incorrect item, contact us within 48 hours of delivery. We'll send you the correct item and provide instructions for returning the wrong item at no cost to you.
Customer Service
Q: How can I contact customer service?
A: You can reach us by email at info@firmsofabase.com or by phone at +1 817-903-8698. Our customer service hours are Monday to Friday, 9:00 AM to 6:00 PM (Central Standard Time, CST).
Q: How quickly will I receive a response?
A: We typically respond to all inquiries within one business day during our service hours.
Contact Information
Store Name: Firmsofabase
Address: 50 Glenwood Rd Apt 126, Greenville, Sc 29615-1730,United States
Phone: +1 817-903-8698
E-mail: info@firmsofabase.com
Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Central Standard Time, CST)