Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
How long does it take for me to receive my order?
We understand you’re excited to start your journey with Fuel Your Glow, so we aim to process and ship your order as quickly as possible! Once your order is confirmed, here’s what you can expect:
- Processing Time: Orders are typically processed within 1-2 business days.
- Shipping Time: Delivery times vary based on your location:
- USA & Canada: 5-7 business days
- Australia & New Zealand: 7-10 business days
- UK & Europe: 7-10 business days
Please note that these timeframes are estimates and may vary slightly due to factors like customs delays, public holidays, or peak shipping seasons.
You’ll receive a tracking number via email once your order ships, so you can follow its journey to your doorstep. If you have any concerns or experience delays, our customer support team is here to help at [email protected]
Glow Tip: Plan ahead! Stock up on your favorites to ensure you never run out of the products that keep you glowing. 🌟
How do I create an account?
Creating an account with Fuel Your Glow is simple, and you can do it in two ways:
1. From the My Account Page:
- Visit [Fuel Your Glow](Insert Website Link) and click the “My Account” link in the top navigation bar.
- Select “Register” on the login page.
- Enter your email address and create a secure password.
- Click “Register” to create your account. You’ll receive a confirmation email to verify your email address.
2. During Checkout:
- Add your favorite products to your cart and proceed to checkout.
- During the checkout process, you’ll see an option to create an account by entering a password under your billing details.
- Complete your purchase, and your account will be created automatically.
Benefits of Creating an Account:
- Easily track your orders and view your purchase history.
- Save your shipping and billing details for faster checkout.
- Manage subscriptions, wishlists, and exclusive offers.
- Be the first to know about new products, events, and promotions.
If you have any questions or run into issues, our customer support team is here to help at [email protected]. We’re excited to have you as part of the Fuel Your Glow community! 🌟
How do I change my shipping address?
Changing your shipping address is quick and easy, but it’s important to act fast! Here’s how you can update it:
1. Before Your Order Ships:
If your order hasn’t shipped yet, you can update the shipping address by contacting our Customer Support team at [email protected] as soon as possible. Please include your order number and the updated shipping address.
Important: Once an order has been shipped, we are unable to change the shipping address. Be sure to double-check your details when placing an order!
2. For Future Orders:
To update your shipping address for future purchases, follow these steps:
- Log in to your Fuel Your Glow account by clicking the “My Account” link at the top of the website.
- Navigate to the “Addresses” section in your account dashboard.
- Click “Edit” next to the shipping address.
- Enter your new address and save your changes.
3. During Checkout:
You can also update your shipping address during the checkout process. Simply enter the new address in the shipping details section before completing your purchase.
If you have any issues or questions, our team at [email protected] is happy to assist. Let’s make sure your glow gets to you without a hitch! 🌟
How do I track the status of my order?
Tracking your order is simple and keeps you updated every step of the way! Here’s how you can do it:
1. Check Your Confirmation Email
Once your order is placed, you’ll receive a confirmation email with your order details. When your order ships, we’ll send you another email with a tracking number and a link to track your package. Simply click the link to view the latest updates on your order’s journey.
2. Log In to Your Account
If you have a Fuel Your Glow account, you can track your order directly through your account:\n\n1. Log in to your account by clicking the “My Account” link at the top of our website.
2. Navigate to the “Orders” section in your dashboard.
3. Select the order you want to track to view its status and tracking details.
3. Can’t Find Your Tracking Info?
If you haven’t received your tracking details or need further assistance, please contact our Customer Support team at [email protected] with your order number. We’re here to help ensure your glow gets to you as quickly as possible!
Glow Tip: Save your confirmation email and tracking link for easy access to updates. 🌟
Will you keep my credit card information on file?
At Fuel Your Glow, your privacy and security are our top priorities. We do not store your credit card information on our servers. All payments are securely processed through trusted third-party payment gateways, such as [Insert Payment Provider(s)], which comply with the highest industry standards for data protection, including PCI-DSS compliance.
These payment processors handle your payment information securely, ensuring that your details are encrypted and never accessible to unauthorized parties.
If you opt to save your payment details for future purchases, they will be stored securely by our payment provider, not by Fuel Your Glow. This ensures a seamless checkout experience while keeping your sensitive information safe.
For questions or concerns about payment security, feel free to contact our team at [email protected]. Your trust means everything to us! 🌟
What currency do you sell in?
Our base currency is USD (United States Dollars), but we aim to make shopping as convenient as possible by using a currency converter on our website. This means you can view product and service prices in your local currency for a smoother shopping experience.
What You Need to Know:
- Currency Conversion: While prices are displayed in your local currency for convenience, all transactions are processed in USD.
- Bank Statements: Your statement may reflect the purchase amount in USD, and your bank or card provider may apply a conversion rate or foreign transaction fee.
- Accurate Pricing: The currency converter provides an approximate local price based on current exchange rates. Slight variations may occur depending on your payment provider’s exchange rate.
If you have any questions about currency or charges on your statement, feel free to contact us at [email protected]. We’re here to help! 🌟
Do you charge sales tax?
Yes, Fuel Your Glow collects sales tax where required by law. The amount of sales tax charged depends on your shipping address and the applicable tax regulations in that location.
Key Points About Sales Tax:
- USA: Sales tax is charged in states where it is required. The rate is determined by your state and local tax laws.
- Canada: GST/HST, PST, or QST is applied based on the province of delivery.
- Australia & New Zealand: GST is included in the product price, as required by local regulations.
- UK: VAT is applied to orders at the standard rate for applicable goods and services.
The exact tax amount will be displayed during checkout after you enter your shipping details. If you have any questions about sales tax or need assistance, feel free to reach out to us at [email protected].
Note: Some regions may not require sales tax, so your total may vary based on your location. 🌟
Do you ship to my country?
At Fuel Your Glow, we’re proud to ship to many countries worldwide! Currently, we offer shipping to the following regions:
Countries We Ship To:
- USA
- Canada
- Australia
- New Zealand
- United Kingdom
Don’t See Your Country?
If your country isn’t listed, we may still be able to accommodate your request. Please reach out to us at [email protected] to inquire about international shipping options.
Shipping Details to Keep in Mind:
- Shipping rates and delivery times vary based on location. Exact shipping costs will be calculated during checkout.
- Any customs fees, duties, or taxes are the responsibility of the buyer and are not included in the shipping costs.
- We currently do not ship to P.O. boxes or APO/FPO addresses.
If you have questions or need help with shipping to your country, our team is happy to assist! 🌍✨
Will my items come in one package?
We aim to consolidate your items into one package whenever possible to minimize shipping costs and reduce environmental impact. However, there are a few scenarios where your items may arrive in multiple packages:
Reasons for Multiple Packages:
- Different Warehouse Locations: If your order includes items stored in separate warehouses, they may be shipped individually.
- Size and Weight Restrictions: Some items may be packaged separately due to their size, weight, or fragility to ensure safe delivery.
- Backordered or Pre-Order Items: If part of your order is on backorder or pre-order, those items may be shipped separately once available.
How We Keep You Updated:
- You’ll receive a tracking number for each package shipped.
- Check your order confirmation email or log into your Fuel Your Glow account to view detailed shipping updates.
If you have any questions or need clarification about your shipment, feel free to contact our team at [email protected]. Rest assured, we’re here to make sure your glow arrives safely! 🌟📦
If you need to swap or return an item
Returns and Exchanges
What is your returns policy?
We want you to love every Fuel Your Glow product you purchase. If you’re not completely satisfied, our Returns Policy provides clear guidelines on how to return or exchange items.
Key Highlights:
- Eligibility: Items must be returned within 30 days of delivery, unused, unopened, and in their original packaging.
- Ineligible Items: Opened, used, or damaged products cannot be returned unless they are faulty or damaged during shipping.
- Faulty or Damaged Products: If your product arrives damaged or defective, we’ll replace it or offer a full refund.
- Return Shipping: Customers are responsible for return shipping costs unless the item is faulty or incorrect.
For full details on how to initiate a return, refunds for subscriptions, and other specifics, please visit our Refund & Returns Policy page.
If you need assistance or have questions, don’t hesitate to contact our team at [email protected]. We’re here to help! 🌟
I received the wrong item—what should I do?
We’re sorry for the mix-up and want to make it right as quickly as possible! If you’ve received the wrong item, please follow these steps:
1. Contact Customer Support
Email us at [email protected] within 7 days of receiving your order. Include:
- Your order number.
- A description of the incorrect item you received.
- A photo of the item and the packaging (if possible).
2. Resolution Options
Once we’ve reviewed your case, we’ll provide a resolution that works best for you:
- Replacement: We’ll send you the correct item at no additional cost.
- Refund: If the correct item is no longer available, we’ll process a refund for the item.
3. Returning the Incorrect Item
In some cases, we may ask you to return the incorrect item. If so:
- We’ll provide a prepaid shipping label for the return.
- Ensure the item is securely packaged to prevent damage in transit.
We deeply apologize for the inconvenience and appreciate your patience as we resolve this issue. Let us help you get glowing with the right product! 🌟
My order arrived damaged—what should I do?
We’re so sorry your order didn’t arrive in perfect condition! We’re committed to resolving this for you quickly and hassle-free. Here’s what to do if your order arrives damaged:
1. Contact Customer Support
Email us at [email protected] within 7 days of receiving your order. Please include:
- Your order number.
- A brief description of the damage.
- Clear photos of the damaged item(s) and the packaging it arrived in.
2. Resolution Options
Once we’ve reviewed your claim, we’ll work with you to make things right. Depending on the situation, you can choose from the following:
- Replacement: We’ll send a new item to you at no additional cost.
- Refund: If a replacement isn’t possible, we’ll process a full refund for the damaged item.
3. What to Do with the Damaged Item
In most cases, you can keep or safely dispose of the damaged item. If we require the item to be returned, we’ll provide you with a prepaid shipping label and instructions.
We understand how frustrating this can be, and we’re here to ensure you receive the high-quality products you deserve. Please don’t hesitate to reach out if you have further questions. 🌟
Where should I mail my authorized return?
Once your return request is approved, you’ll receive a Return Authorization (RA) email with detailed instructions, including the return address. The return address may vary depending on the product and your location, as we partner with multiple warehouses worldwide to streamline returns.
Important Notes:
- Wait for Your RA Email: Do not send your return until you’ve received your RA email, as the address and instructions will be specific to your order.
- Use a Trackable Shipping Method: We recommend using a trackable and insured shipping method to ensure your return reaches the correct location safely.
If you have any questions about the return process, please contact our team at [email protected]. We’re here to make the process as smooth as possible! 🌟
How do I receive customer support?
At Fuel Your Glow, we’re here to assist you every step of the way! Here’s how you can get in touch with our customer support team:
1. Email Support (Preferred Method):
Email us at [email protected] for personalized assistance. This is the quickest way to reach us, and we aim to respond to all inquiries within 1-2 business days.
2. Upcoming Support Options:
We’re excited to soon offer additional ways to connect with us, including:
- WhatsApp for quick and convenient support.
- Facebook Messenger for seamless communication.
- Live Chat on our website for real-time assistance.
Stay tuned for updates on these new features to make getting help even easier!
3. Self-Service Help:
Many questions can also be answered through our FAQs page, where you’ll find detailed information about orders, shipping, returns, and more.
No matter the issue, we’re here to ensure you have the best possible experience. Don’t hesitate to reach out! 🌟
What do I do if I entered an incorrect shipping address?
Mistakes happen, and we’re here to help! If you’ve entered an incorrect shipping address, here’s what to do:
1. Act Quickly
If you notice the error, please contact our Customer Support team at [email protected] as soon as possible. Include your order number and the correct shipping address.
2. Before the Order Ships
If your order hasn’t been shipped yet, we can update your shipping address and ensure it goes to the right place.
3. After the Order Ships
Unfortunately, once an order has been shipped, we cannot change the shipping address. If the package is returned to us due to an incorrect address, we will contact you to arrange reshipping (additional shipping fees may apply).
4. Additional Tips
To avoid future issues:
- Double-check your shipping details before completing checkout.
- Save your correct address in your Fuel Your Glow account for easy access.
If you have any concerns, don’t hesitate to reach out to our support team. We’re here to assist you every step of the way! 🌟
Can I change or cancel an order after I’ve submitted it?
We understand that plans can change, and we’ll do our best to accommodate your request. Here’s what you need to know:
1. Act Quickly
Contact our Customer Support team at [email protected] as soon as possible with your order number and request. Once your order has been processed for shipping, changes or cancellations may no longer be possible.
2. Before Your Order Ships
- Changes: We can update your shipping address, modify items, or adjust quantities if your order has not yet been processed.
- Cancellations: Orders that haven’t been processed can be canceled for a full refund.
3. After Your Order Ships
- Once your order has shipped, we cannot cancel or modify it. However, you may be eligible to return the items for a refund or exchange. Please refer to our Returns & Refunds Policy for more details.
4. Digital Products and Subscriptions
- Digital products and accessed subscription services are non-refundable once delivered or accessed.
If you have any questions or concerns, reach out to us at [email protected]. We’re here to assist and ensure your experience with Fuel Your Glow is seamless! 🌟
Can I pre- or back-order an item that is sold out?
Yes, in some instances, we do allow back orders or pre-orders for sold-out items, depending on supply availability. This gives you the opportunity to secure your favorite Fuel Your Glow products before they’re restocked.
How Pre-Orders and Back Orders Work:
- Check the Product Page: If pre-orders or back orders are available for a sold-out item, you’ll see an option to place an order directly on the product page.
- Estimated Restock Date: We’ll provide an estimated restock and shipping date so you’ll know when to expect your order.
- Secure Your Item: Once you place a pre-order or back order, your item will be reserved, and we’ll notify you when it ships.
Payment Details:
- When you place a pre-order or back order, a hold or charge may be made on your selected payment method at the time of purchase to secure your item.
- If supply issues arise or the item becomes unavailable, we will notify you immediately and issue a refund if applicable.
Important Notes:
- Pre-order availability is dependent on supply and may not be offered for all products.
- If your order includes both in-stock and back-ordered items, in-stock items may ship separately unless otherwise stated.
For any questions about pre-orders or payment, please contact us at [email protected]. We’re here to make sure you never miss out on fueling your glow! 🌟
