We ship our products all over the world. Shipping is included in the price of each order. Here is how we process your order so you’ll know what to expect:
The FTW team handcrafts each piece custom to order, and then packages your order to ship out of Morocco via Fedex Express, or USA USPS. There is a process that goes into each order that has been affected by global shipping changes since COVID. For this reason, we ask that you please wait between 30-40 days to receive your order. We’ve outlined the process for you below.
Tracking numbers, tracking systems and time it takes to ship to you:
We use the fastest shipping options available and it usually only takes a few days to get to you after we have shipped, depending on where you are located. We will email you with your tracking number once it is shipped and you can track your package to your door using the FedEx/USPS websites. Please note, FedEx does not deliver to PO boxes. If you have a PO Box as an address, we email you to ask for an alternative address.
We cannot give a specific time from when you order to when we will send you your tracking number. What we can guarantee is that we will send you a tracking number when it is shipped as we do this manually, and that your package should arrive at your door within 30-40 days from when you ordered. We will strive to do everything in our ability to get it there sooner if possible.
We have successfully shipped out over 25,000 packages to many different countries and have had a 98% success rate at customers receiving their orders. Should any problems arise we will be happy to do what is necessary to ensure that your package arrives. In the meantime, if you have any questions you can always contact me: fixtheworldproject@gmail.com
Each order is custom made by hand once you order it. The process of creating each piece takes several days to complete as we need time for the ingredients to cure. It also takes time to sand and wash each piece, all of which is also done by hand.
Our products are getting a lot more popular and sometimes we have a lot of orders that all come in on the same day. We do our best to accommodate this by creating multiple molds to try to turn out higher volumes. Each mold is made by hand and only lasts for 7 uses before we have to make a new one, so this takes some time as well.
Morocco customs has changed their shipping policies and now requires that we ship out packages in larger batches. They have also raised their prices for this extra service which has caused us to have to increase all of our prices by $3. All of this is due to governmental post-COVID enforced practices that are beyond our control. So now, rather than sending out a package every day, we will wait up to 2 weeks to accumulate enough packages to send out in a batch.
We wanted to be extra-transparent in explaining the process of what goes into each of your orders so that you will know what to expect.
The customer is responsible for paying any duties and fees from customs in the country to where the item has been shipped.
Return and Refund Policy
Returns
You have 30 calendar days to return an item from the date you received it. To be eligible for a return, your item must not be broken or damaged and wrapped in bubble wrapped packaging with the corners protected and well cushioned.
Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
Return Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the original cost of shipping we paid to send you the item will be deducted from your refund.
Disputes and Chargeback Fraud
If for any reason you wish to cancel your order before the 40 days please notify us first by email using “Refund Request” in the subject line. Due to the increase in chargeback frauds with online purchases, please be aware that initiating a chargeback dispute with your credit card without contacting us by email first will delay your refund by up to 90 days due to bank policies.
Chargeback Fraud is a form of theft from small businesses where customers make a purchase online, receive the order or initiate the cost of producing the order and then dispute the charge with their credit card company in order to receive their money back and receive their product for free. According to banking institutions, chargeback fraud has significantly increased in online purchases in the last few years.
Because we process a large amount of orders, we do receive a small amount of disputes (less than 1%). Of the disputes that we received over the last 5 years of successful business, 99% of them are chargeback fraud attempts.
When a customer initiates a dispute with their credit card company, the involvement of a third party financial institution places the original transaction into a dispute process that takes up to 90 days to resolve. The merchant is also charged a substantial fee when the customer initiates a chargeback. No, it isn’t fair that people committing chargeback fraud theft against a small business would cause the small business to have to pay additional fees to banking institutions to pay for the fraud being committed. Unfortunately, this is the nature of the current banking structure at this present time.
The only defense the small business has to prevent the theft and fees is to fight each dispute for the duration of the 90 days. This is the reason why we ask our customers to email us first to request a cancellation of their order. If a customer should choose to bypass this requirement and initiate a chargeback with their financial institution, we are then forced to engage in the dispute for 90 days in order to not incur exorbitant chargeback fees. Almost all disputes end up resolved in our favor.
If you have any questions please contact: fixtheworldproject@gmail.com
