Cancellation Policy
We try to process our orders extra-fast to make sure that they arrive with you as soon as possible, so cancelling an order after it's been made isn't always possible. However, we always want to help so please send us an email (with your order number) to our customer support at info@feltees.com, and we will try our best to get your order cancelled for you. If we're lucky enough to cancel in time, we'll process your refund within 1-3 business days.
Returns and Exchange
Our policy lasts 30 days. If you purchased a product from us and are not happy with it, you may return it within 30 days of delivery for a full refund. If 30 days have gone by since you’ve received your product, unfortunately, we cannot offer you a refund.
Please note that you are responsible for the cost of return shipping to us.
IMPORTANT: Please contact us at info@feltees.com before making a return. Any return without confirmation from our customer support will be void.
What item(s) is returnable?
You can return your items(s) within 30 days of delivery
- Item(s) must be in its Original Condition.
- Item(s) must be fully sealed and packed in the original packaging with all included contents.
- Item(s) is not damaged or altered in any way.
- Incorrect or defective item(s) is delivered to you.
To be eligible for a return, your item must be packed in the same condition that you received it. It must also be in the original packaging with all included contents.
Please note you will be required to provide a picture/video of the received item to prove it is defective/broken to qualify for the exchange/refund.
What is the non-returnable item(s)?
Several types of goods are exempted from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept intimate or sanitary products, hazardous materials, or flammable liquids or gases.
Are there any charges for return?
- We do not provide return shipping labels.
- Shipping on returns is not free. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
- If your order is priced over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Refunds (if applicable)
- To be eligible for a refund or exchange, you must first email us within 30 days of receiving the product at info@feltees.com. Upon the receipt of the item, we will ship out a replacement, if available. If a replacement is not available, we will refund the full purchase price of your item.
- Customer submitted incorrect/incomplete address: Ineligible for refund. We can send you your order a second time for 50% off.
- Item did not arrive: Sometimes, there might be unforeseen circumstances regarding shipping (item may be lost in transit or may be delayed by other factors). If the order does not arrive within 60 days, we can resend your item or refund your order. Due to Covid-19, there might be additional delays.
- Tracking Information = Item is Lost: We will Refund or Resend the order.
- Tracking Information = Return To Sender: If the customer was unavailable when the item was delivered or provided with incorrect details, we could only offer a Partial Refund.
Exchange (if applicable) :
We only replace items if they come with manufacturing defects or damage upon arrival (Within 3 days of delivery). If you need to exchange it for the same item, email us at info@feltees.com for instructions.
To request for a replacement, you are required to provide photographic evidence of the product’s manufacturing defects to info@feltees.com. If the case is deemed valid, FELTEES will cover related costs to deliver a replacement.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
The process of obtaining a refund
- Please get in touch with our customer support at info@feltees.com before making a return.
- You need to pack the product in the original condition and send back to the return address (China) provided by our customer support after confirming the return details.
- Once your return is received and inspected, we will issue a refund within 7 business days.
- All refunds will be sent to the original method of payment.
- The refund may not appear for 5-10 business days, depending on your financial institution.
Late or missing refunds (if applicable)
If your return has been delivered and you still haven’t received a refund, please contact us at info@feltees.com with your order number. A customer support representative will reply to you within 1-2 business days to help resolve the issue.