Last Updated: July 11, 2025
Thank you for shopping with Fay Essentials LLC (“Fay Essentials,” “we,” “us,” “our”). This Policy explains how we handle shipping, returns, exchanges, and refunds for purchases made on fayessentials.com and our official channels. It is designed to be clear, fair, and compliant with applicable laws while protecting product quality and customer safety.
1. Scope
This Policy applies to direct-to-consumer orders placed on fayessentials.com and to subscription shipments managed through your account. Orders placed through third‑party marketplaces (e.g., Amazon, Walmart, Etsy, TikTok) are governed by the platform’s rules and must be handled through those platforms’ return and refund flows.
2. Shipping
- Processing Time: Orders are processed Monday–Friday (excluding holidays). Orders placed after 3:00 PM Central or on weekends/holidays process the next business day. Typical processing time is 1–2 business days.
- Shipping Methods & Timing: Standard ground typically arrives in 2–8 business days after shipment. Expedited options, if selected at checkout, apply to transit time after processing.
- Shipping Costs: Free standard shipping on orders of $50+ (after discounts, before tax) within the contiguous U.S.; otherwise a flat rate (currently $5.99). Rates and thresholds may change and will be shown at checkout.
- Addresses: Please provide a complete physical address. Some carriers cannot deliver to P.O. Boxes. We cannot reroute packages after shipment.
- Order Confirmation & Tracking: You will receive an order confirmation and a shipment email with tracking information once your order departs our facility.
- Risk of Loss: Title and risk of loss pass to you upon our delivery of the package to the carrier. Delivery dates are estimates and not guaranteed.
- Delivery Issues: If a package is marked “delivered” but not received, please check with household members/neighbors and the carrier. Contact us for assistance with a carrier trace/claim. For missing packages, notify us within 7 days of the carrier’s delivery scan.
- Undeliverable/Incorrect Address: If a parcel is returned to us as undeliverable or due to address issues, we can reship (additional postage may apply) or refund the product price minus original shipping once received back in saleable condition.
- Signature & Insurance: We may require signature on high‑value orders and insure shipments consistent with carrier policies.
- Weather/Carrier Delays: We are not responsible for delays caused by weather, peak seasons, or carrier disruptions beyond our control.
3. International Shipping
We currently ship within the United States and to select international destinations (presently Canada). International delivery typically takes 7–14 business days after shipment. A flat rate may apply (currently USD $15.99 for Canada). Customers are responsible for customs duties, taxes, brokerage fees, and any local import restrictions. Some products may be unavailable in certain jurisdictions. International returns are accepted case‑by‑case; please contact us for instructions before shipping a return.
4. Returns & Refunds (Direct Website Orders)
- Return Window: 30 days from delivery for eligible items.
- Condition: Products must be new, unopened, and in original packaging with safety seals intact. For health and safety, opened or used consumables cannot be accepted unless due to a verified defect or our fulfillment error.
- Non‑Returnable Items: Final‑sale items, gift cards, free promotional items, and personalized/custom products are not returnable unless required by law.
- How to Start: Email returns@fayessentials.com with your order number, items, and reason. We will issue a Return Merchandise Authorization (RMA) and instructions. Unauthorized returns may be delayed or refused.
- Return Shipping: Customer is responsible for return postage unless the return is due to our error/defect. Use a trackable method; we are not responsible for lost returns without tracking.
- Refund Method & Timing: After receipt and inspection, allow up to 10 business days for processing. Approved refunds are issued to the original payment method. Bank/processor posting times vary.
- Deductions: Original shipping (if any) is non‑refundable unless the return is due to our error. If an order qualified for free shipping and a return reduces the order subtotal below the free‑shipping threshold, we may deduct our standard outbound shipping cost from the refund.
- Restocking Fees: We generally do not charge restocking fees. If a restocking fee applies (e.g., incomplete returns or damaged packaging), it will be disclosed in advance.
5. Promotional Windows & Exceptions
Please inspect packages upon delivery. If your order arrives damaged, defective, or incorrect, contact us within 10 days of delivery with photos of the product, packaging, and shipping label, plus the lot/expiry if available. We will review and, if approved, arrange a replacement or refund. We may provide a prepaid label if a return is required.
Note: Reporting windows shorter than 10 days may apply for carrier insurance claims. If you notice visible carrier damage at delivery, please refuse the package or note the damage with the carrier when possible.
6. Subscriptions — Changes, Skips, Cancellations & Returns
- Manage your Subscribe & Save settings in your account (pause, skip, change frequency/quantity, cancel).
- Submit changes at least 48 hours before your next renewal to avoid the next charge/shipment.
- Subscription returns follow the unopened‑only rule. If a renewal ships before you cancel and you no longer want it, unopened items may be returned within 30 days per this Policy.
- If a subscription parcel is returned as undeliverable, we can reship (additional postage may apply) or refund minus shipping/handling once received back in saleable condition.
7. Exchanges
We do not offer direct exchanges. To receive an item in a different variant, please return the original item (if eligible) for a refund and place a new order.
8. Marketplace Orders (Amazon, Walmart, Etsy, TikTok)
Orders placed on marketplaces must follow the platform’s return and refund procedures and timelines. We cannot directly process returns/refunds for third‑party marketplace orders. For authenticity and quality assurance, please purchase from our official store accounts and authorized listings.
9. Company Discretion & Fair Use
All refunds, replacements, and accommodations are issued at the company’s reasonable discretion after review of the specific situation, subject to this Policy and applicable law. We may decline or limit returns in cases of suspected abuse (e.g., excessive returns, fraud, or policy misuse).
10. Contact
- Shipping & returns support: returns@fayessentials.com or support@fayessentials.com
- For time‑sensitive delivery issues, include “URGENT” in your subject line and your order number.
11. Policy Updates
We may update this Policy to reflect changes in our practices or legal requirements. The most current version will always be posted on our website and governs purchases made after its effective date.
Fay Essentials LLC | 16107 Kensington Dr, #551, Sugar Land, Texas 77479, USA