Shipping FAQ's

WE SHIP USPS PRIORITY MAIL & UPS:
  •  All sales are final, no refunds, exchanges or address changes after purchase. Items can not be swapped out or added after order is placed.
  • All orders have a 2-3 day turn around time once we receive the order unless specified.
  • All orders are shipped with USPS or UPS, Monday thru Thursday. (They DO NOT always scan our packages right away, which means you will see a pre shipment message on your tracking until it is physically scanned at a USPS or UPS location).
  • What you see on your tracking is what we see.  Again once it leaves the Firehouse it is in the possession of the shipping company. Any tracking issues, including and not limited to: delays in shipping, lost package, damaged package, wrong address etc are between the buyer (you) and the shipping service. We will not issue you a new package. They provide insurance on your packages not us.
  • There are circumstances where the USPS or UPS may mishandle packages unfortunately this is out of our control.
  • As the buyer it is YOUR DUTY to track your package; if it’s over 90° outside and you leave your package on your front steps until you get home from work: 1) it’s probably melted 2) bugs can get into the box!! Have the package delivered to your job or have a friend bring the package immediately inside for you.
  • We do not accept any order ship date requests, we cannot accommodate requests on when an order will be shipped/received. If you are leaving for vacation and your order is scheduled to ship, contact a friend or relative to recover your package once it’s been delivered.

My package has been in shipment for an extended period of time or was lost within the USPS or UPS system, what should I do when it arrives? Use your own judgement these goods are considered perishable so when you open up your package; follow the post card with instructions in the the box.

If your package has been in transit or lost within the postal system for more then 15 days you can file a claim with the USPS or UPS for a lost or stolen package. Under no circumstance will we file a claim for you! The shipping company insures the packages, with the postage you paid for. If the package is lost after that 15 day window, visit their website and file a claim. 

Please remember we are a small business, not shipping and freight experts!

If you have an issue with an order you can email us at support@firehousecookieco.com