Return Policy + Claims
We want all of our customers to be satisfied. If you need customer support, please send us an email at email@example.com.
If you need to return or exchange your product, an email to customer support is the first step. You can read about the details of our official return and exchange policies on this page.
Orders of 5 or more Flybrix Kits are shipped via Fed Ex due to their superior package tracking service. In some cases where Fed Ex is not available (e.g. remote areas in China and Russia) DHL is the carrier of choice.
Sometimes mistakes happen. If you received defective or damaged products from us, please send us an email at firstname.lastname@example.org and we'll do what we can to make things right.
If we need to send you parts to resolve an issue, we will cover shipping charges, aside from any shipping taxes or customs duties. We may ask you to return broken components to us for inspection. In this case we will cover the return postage.
If you are unhappy with your product and wish to return it, we can accept your return for up to 30 days after your purchase. Items must be returned in good condition with all original components and packaging materials to qualify for a refund. Flybrix does not issue refunds for shipping fees, or any taxes or duties associated with shipping your product to you. We additionally charge a $10 restocking fee per return that will be deducted from the amount refunded to you. Customers are responsible for all return postage.
If you wish to return used products or components, we reserve the right to evaluate the condition of the items you return upon receipt to determine their value. We will issue partial refunds for used products at our sole discretion.
To start a return, please send an email to email@example.com. Include your order number and some description of the reasons you would like to return your product. If we know an easy fix for the issues you're having, we'll let you know! We're always happiest when we can make things right and keep you as a customer.
Taxes + Customs Fees:
For overseas shipping, all customs taxes and fees are the customer's responsibility. Please check with your country's customs and tax policy if you are concerned with additional fees you may be asked to pay. Please note the recipient of the package often responsible for taxes and customs fees associated with the order since taxes and customs fees are a separate charge a country levies and is charged upon entry of the goods to the country. Flybrix cannot give quotes or estimates as to whether or not these charges will be charged, or what these additional costs may be; since each country is different and rules tend to change.
If a shipment is rejected for delivery by the recipient, 2x the product shipping cost will be deducted from the order total when the refund is processed.
For international delivery errors such as an incorrect or inaccurate address, Flybrix will make every effort to contact the customer to clarify the error and make a last attempt at delivery. If the second delivery attempt fails, Flybrix will automatically refund the order minus the shipping cost.
Once your return is received and inspected, we will send you an email notifying you of the status of your return. Refunds will be issued against your original method of payment (typically your credit card or PayPal account). If we fail to process your return within 10 business days of receiving it, we will issue you a refund in full.
If we have notified you that a refund was issued, but you have not received the funds yet, please first check your credit card or PayPal account. It can take up to 3 business days for a refund to post. If more than three days have elapsed since we notified you concerning your refund and you still do not see funds post, please contact us at firstname.lastname@example.org.
Returning Gift Purchases
If you received Flybrix products as a gift, any refunds issued as part of a returns process will be applied to the original purchaser's payment account.
To return your product, first contact customer support at email@example.com to get a Return of Merchandise Authorization (RMA) number. You can then ship your product back to us at:
818 Mission St. #200
San Francisco, CA 94103
You should include your RMA number clearly on the outside of the package, and also on a note included inside.
You are responsible for paying all return shipping costs. We strongly suggest using a tracked and/or insured shipping method for returns, as we can not issue any refund for items that are lost in transit.
When your Flybrix order ships, you will receive an auto generated email that includes your tracking number. Once your package leaves our facility and you have that tracking number, any delivery location changes must be handled through your selected carrier directly. If you do not receive your package or it was delivered with a signature that was not yours or authorized by you, you must notify us within 48 hours of the delivery date cited on your tracking information documentation.
If you have any questions about our return or exchange policy, please write to us at firstname.lastname@example.org