SHIPPING & RETURNS
Friend Assembly ships most domestic and international orders via USPS*. In some cases, orders are shipped via UPS. Tracking numbers are provided by email at the time of shipment.
The customer assumes responsibility for any additional charges on rejected packages. Friend Assembly is not responsible for customs fees incurred from imported goods. Any shipping charges incurred due to exchange or returns for store credit are the responsibility of the customer.
We work hard to keep our shipping rates reasonable while still getting your items to you in the most efficient and reliable way possible, and we appreciate your understanding.
*International packages shipped using USPS cannot be tracked once they reach international customs, therefore Friend Assembly will not be held responsible for any lost or stolen packages once they have reached customs.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Our products are handmade to order by us here in Portland, Oregon. Due to the nature of that process, it can take up to 3 weeks to receive an order. But we do try to ship as soon as possible. You will receive a shipping confirmation via email once your order has shipped, along with a tracking number.
CAN I EXPEDITE MY ORDER?
We are working quickly to fulfill orders as soon as possible but unfortunately we are unable to expedite orders at this time.
CAN I REQUEST A CUSTOM ORDER?
Our pipes are currently the only items that can be customized.
HOW DO I KNOW IF MY ORDER HAS SHIPPED?
When we ship your order, we will send you a confirmation email with a tracking number. Tracking numbers will take up to 24 hours to update.
WHAT DO I DO IF I NEED TO CHANGE MY ORDER OR SHIPPING INFORMATION?
If you need to change your order or your shipping information, please contact us immediately at firstname.lastname@example.org to update your order. We may or may not be able to make the change, depending on how quickly you get in touch with us, but we will do our best.
MY TRACKING NUMBER TELLS ME MY PACKAGE HAS ALREADY BEEN DELIVERED – WHAT’S GOING ON?
The USPS reuses tracking numbers. Within the first 24 hours or so after you receive your shipping confirmation, you may see that your item has already been delivered. This is just outdated information from the last time that number was used. Your correct information should display after 24 hours. Feel free to contact us at email@example.com if the issue does not resolve after 36 hours or more.
WHY WAS MY ORDER CANCELLED?
This is very unlikely to happen to you, but we do occasionally cancel orders due to shortage of materials or suspicion of fraud. If we do cancel your order, we will contact you immediately with an explanation.
RETURNS & EXCHANGES
Friend Assembly will gladly accept returns for an exchange purchased on www.friendassembly.com. Due to the made-to-order nature of our products, we cannot offer refunds of any kind. We are always happy to work with you before you order to make sure you make the right choices!
How to make a Return for Credit or Exchange:
You may Exchange any item if you are not satisfied or if any item arrives with a defect. If your item has a defect, we will happily pay your return shipping for domestic shipments.
Please contact us about any Returns or Exchanges within 14 days of receipt of your item.
Returned and Exchanged items must be clean and in original condition.
Please contact us to request a Return Authorization via email at firstname.lastname@example.org. All Returns and Exchanges must be approved beforehand. Once we have approved your return, we will send you further instructions.
After your Return or Exchange is processed, you will be sent an exchanged item / issued a credit for the value of the item. Items shipped to us without a Return Authorization will be shipped back to you - please help us help you!
Please note: Friend Assembly cannot assume responsibility for reimbursement or compensation for packages lost in transit without proof of delivery to Friend Assembly or for wares broken during transit.
HOW DO I SEND MY ITEM IN FOR A RETURN OR EXCHANGE?
Please contact us about a Return or Exchange within 14 days of receipt of your purchase. Returned items must be in new condition, unused, with the original tags enclosed. The customer assumes both the return shipping cost to Friend Assembly and the replacement item shipping cost, unless the item is found to be defective, in which case we will gladly send you a pre-paid shipping label.