Refund policy

Returns & Exchanges

Our returns and exchanges policy takes into consideration our desire to provide the highest level of customer service and maintain a sustainable family owned business. Our policy continues to evolve and we welcome feedback. If you have any questions or comments, please reach out to us at hi@feragaia.com. Feedback not only helps us improve but creates the respectful and trusting relationship we want with you. 

All returns and exchanges must be in new, unused or unwashed condition (no stains and scents), and in its original packaging. Any item that has been modified, altered or changed in any way other than its original form is not eligible for returns and exchanges.  

Due to food safety concerns Feragaia is not available for physical product returns and exchanges. 

 

Damaged and Incorrect Orders

If your item arrived damaged, or you received an incorrect item, please email photos to hi@feragaia.com of the damage and/or to confirm which incorrect item was shipped. This will assist in our analysis of the potential cause (one being too much pressure placed upon the bottle during transit will cause damage) as we work with our vendors for quality control and prevent similar issues for you and other customers in the future. Once we receive the photos, we will ship you a replacement. Apologies for the inconvenience and thank you for your understanding.

 

Delayed and Lost Orders

Delayed

Your order is shipped via either UPS, USPS or FedEx and should arrive on average within 5-7 business days. Unfortunately, delays occur at times. If your package is delayed please email us hi@feragaia.com regarding your delay

Lost

For a lost order (tracking notification indicating order was delivered but it is missing) there can be numerous reasons. In our experience, often times tracking notifications can be wrong, either your order was scanned incorrectly or it was mis-delivered to a nearby address. Additionally, there were instances where an order was scanned “Delivered” but it was still at the Carriers depot. 

If your order is still missing after a few days, please email us hi@feragaia.com. If we aren't able to resolve this with the carrier in 3 days, we will ship your replacement.

Please note we are not responsible for orders lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address  at checkout. Our shipping system may catch this error and we will reach out for an address verification, please take some time to check your email to see whether you received this request from us.

Again, we were advised that your local USPS offices are the best resources for updates. For ease of references, their online services are provided below:

Thank you very much for your consideration and continued support.