FREQUENTLY ASKED QUESTIONS

Have a question? Please contact us or you'll find the answers to the most common questions below. 

SHIPPING

HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?

We typically ship all orders within 2-5 business days with our standard shipping option. 

WHICH CARRIER DO YOU USE?

We ship all items with USPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.

HOW LONG DOES IT TAKE TO ARRIVE?

All orders are shipped from a US-based facility. Due to Covid-19, some international packages may be delayed due to routing or customs delays.
  • USA - Within 2-5 business days
  • Canada - Within 4-10 business days
  • Western Europe - Within 5-15 business days
  • Australia/NZ - Within 5-15 business days
  • Rest of the World - Within 5-20 business days
Be sure to check with your local mail carrier for the latest information on how Covid-19 is impacting deliveries. 

I HAVEN'T RECIEVED MY ORDER.

Please email us: contact@fifthandhome.com along with your order number from the confirmation email/SMS message. We'll help track your order.

WHAT ABOUT CUSTOMS FEES/TAXES?

We do our best to help ensure your item arrives as smoothly and quickly as possible, including labelling the package with all relevant information for customs authorities.
It's unusual for orders of 1-2 items to attract customs fees, except in countries where there is a very low or no tax-free threshold. If fees are charged by customs, they are payable by the recipient.

SHIPPING INSURANCE

Shipping insurance is offered at checkout. It's provided by Route. Route will contact you with all insurance info and terms via email.
Route will inform you of the shipping and tracking for your package, regardless of whether you have purchased the insurance. 
If your item becomes lost, stolen, or damaged in transit - you can file a claim with route directly at this page: https://claims.route.com

Please note - shipping insurance is non-refundable once your order has shipped.

CANCELLATION & RETURNS

CAN I CANCEL OR CHANGE MY ORDER?

Production of all orders starts as soon as possible. Depending on when the order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team to check if changes or cancellation are possible, and provide the reason you wish to cancel.

MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?

Please contact us for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization first.

CAN I RETURN MY PURCHASE?

We hope you'll love the item you purchased. If there's any concerns or you wish to return your product, please contact us for assistance along with your reason for the return.  You have a 14-day return period from when your item was delivered.

Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked. Shipping and insurance is non-refundable.

MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING.

This is a VERY rare situation. We make every effort to accurately represent all designs and products. It's possible you may have an item that is showing a defect, please take a few photos and email them to us at contact@fifthandhome.com, along with your order ID.

GOT A QUESTION?

Email us at contact@fifthandhome.com or submit a request on the contact page here.  Thanks for stopping by!!