Shipping Policy
DO YOU SHIP AROUND THE WORLD?
Yes we ship to more than 200+ countries around the world!
However please be aware that we may have issues delivering to countries in remote areas.
You will be notified via email if cannot ship to your country and will provide a full refund.
HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP OUT?
Please allow up to 1-2 business days for your order to be processed and fully shipped out.
Once it has been shipped, you will be notified via email with your tracking information.
Note: If we are unable to ship out your order within 3 business days, you will be notified via email and will also be entitled for a partial discount to your order for the inconvenience of the delay.
WHEN CAN I EXPECT TO RECEIVE MY ORDER AFTER SHIPMENT?
Once your order has been shipped, the delivery time may vary by country:
US: 3-6 Business Days
CA/UK/AU/NZ: 10-15 Days
All other countries: 14-20 Days
Rest assured we have our 24/7 help desk to keep you in constant loop of your order. Just shoot us an email here: [email protected]
DO YOU SHIP TO P.O. BOXES?
Most items can be delivered to P.O. Boxes, however, there are some size limitations.
WHY AM I BEING CHARGED EXTRA BY CUSTOMS?
(Does not apply to US customers)
International taxes and duties are not included in your order and will need to be paid before delivery.
The cost of duties and taxes are regulated by your country’s customs bureau and not determined or collected by Feltcave. For additional information on duties and taxes please see:
http://www.dhl.com/en/express/customs_support/duties_taxes/duties_taxes_receivers.html
We are not responsible for any orders that fail to deliver due to wrong address input.
WHEN/HOW DO I GET MY TRACKING NUMBERS FOR MY ORDER?
As stated above, it may take up to 5 business days from the date your order is placed to fully process and ship it out.
Once shipped out, we will notify you via email with a tracking number.
If you did not receive an email with your tracking number, please contact us at [email protected]
HOW DO I TRACK MY ORDER?
You may track your order at anytime through you order page.
If you have any issues with order tracking, please contact our support desk at [email protected]
I RECEIVED MY TRACKING DETAILS, BUT IT DOESN'T SHOW ANY MOVEMENT, WHAT SHOULD I DO?
It is important to note that we ship all of our product from our warehouse overseas.
Since the package is traveling overseas, it can take at least 2-3 weeks for tracking information to reflect an update once it has arrived at your destination country post office.
If it has been more than 2 weeks since you've received tracking information and it still does not show an update, please notify us at [email protected] and we will provide further assistance.
WHAT SHOULD I DO IF THE TRACKING PAGE SHOWS MY ITEM WAS DELIVERED, BUT I NEVER RECEIVED IT?
We are so sorry for the trouble!
We always recommend checking around your property or with neighbours to ensure your package was not misplaced.
If after checking and you were unable to recover your packages, please contact your local post office and provide them with your tracking number.
Please contact us at hello@feltcave.com if you need further assistance on this matter and we will provide the best solution that we can.
Often times we will be able to resend the package if it was returned to our warehouse due to an error on the mailing address. However if not, then we can offer to send a replacement at a discounted rate.
We will not be able to refund any orders that show delivered, but claimed to not have been received.
I ORDERED MULTIPLE ITEMS BUT NOT ALL OF THEM ARRIVED AT ONCE, WHERE IS THE REST OF MY ORDER?
Depending on the weight of the items ordered, we may need to separate each item into its own individual package in order to remain compliant under the weight requirements by the shipping couriers.
If you order a quantity of 3 or more items, usually this will result in separate package delivery. We will provide you with additional tracking numbers for your order if necessary.
If we have not provided additional tracking numbers for your order or you need further assistance, please contact us at [email protected]