How can we help?

After your payment is successfully completed, FTB sends an order confirmation to the email used during checkout. It includes your order number, items, shipping method, discounts, tax, and total.

If you do not see it, check your spam or junk folder first. If it still is not there, contact FTB with the name and email used at checkout.

Contact FTB as quickly as possible. If fulfillment has not started, FTB may be able to help with an address or item update.

Changes are not guaranteed once the order begins processing or shipping has already moved forward.

Cancellation availability depends on the order's current status. If fulfillment has not progressed too far, submit a request as soon as possible.

Include your order number and the email used at checkout so FTB can find the order quickly.

Your FTB order number appears in your order confirmation email, your FTB account order history when applicable, and tracking or order-status messages.

If you checked out as a guest, use the email from checkout when contacting FTB or tracking the order.

Use the tracking page with your order number and checkout email, or sign into your FTB account to view order history.

Tracking details appear after the order is prepared for shipment.

Shipping is calculated during checkout using your delivery address, package information, selected shipping speed, and available carrier services.

You will see the shipping price before payment. The current public policy also lists free standard shipping for eligible orders over $100 before tax and after discounts.

Yes. FTB currently offers free standard shipping when the qualifying order threshold is met according to the published shipping policy.

Checkout applies eligible free standard shipping automatically when the order qualifies.

Tracking becomes available after the order is prepared for shipment. If your order is still being packed or reviewed, tracking may not exist yet.

Preorders do not receive tracking until they are released and prepared for shipment.

First check around the delivery location, with household members, with neighbors or building contacts where appropriate, and in the carrier's tracking details.

If you still cannot locate the package, contact FTB with your order number and tracking information.

PO Box support depends on the available carrier services shown during checkout. If checkout cannot return a valid shipping option for the address, use a street address or contact FTB before ordering.

FTB does not promise PO Box delivery unless checkout can price the shipment and the carrier accepts it.

FTB checkout currently supports shipping addresses in the United States only.

If you are outside the United States and want to ask about future availability, contact FTB before placing an order.

Pickup / Local is available only for select customers and special cases that FTB has already approved.

Please use normal shipping unless FTB has specifically approved pickup/local handling for your order.

FTB reviews pickup/local orders before fulfillment. Once approved, FTB will coordinate the handoff or pickup details with you.

Do not travel to any location unless FTB has provided instructions for your order.

A preorder lets you purchase an item before it is ready for normal fulfillment.

Your payment is completed when you place the preorder in the current checkout flow, and the item remains awaiting release before shipment.

Use the expected release or ship information shown on the product or order when available.

Once the preorder is released and your order is prepared for shipment, FTB will provide tracking information.

That means your order is confirmed but contains merchandise that has not yet been released for fulfillment.

No tracking is created until the preorder is released and prepared for shipment.

The current checkout flow blocks some mixed preorder and in-stock carts and may require preorder items to be checked out separately.

If a mixed order is accepted, the order can remain in preorder status until the preorder item is ready. Contact FTB quickly if you need help with the order.

FTB's current checkout charges your selected payment method when you place the preorder.

The preorder then stays awaiting release until it is ready for fulfillment.

Sign into your FTB account and use the return request page with your order number, email, reason, item condition, notes, and photos when needed.

If you checked out as a guest or cannot access the return page, contact FTB with your order number.

The current FTB return policy accepts return requests within 14 days of delivery for unworn items with original packaging.

Photos may be required before approval. Review the full return policy before sending anything back.

Approved refunds are issued to the original payment method after inspection, according to the current FTB return policy.

After FTB processes an approved refund, the time it takes to appear can depend on your bank or payment provider.

If FTB has already processed your approved refund, the time it takes to appear can depend on your payment provider.

Contact FTB with your order number and return details if you need help checking the status.

The current public policy describes returns and refunds, but it does not define a direct exchange program.

Start a return request or contact FTB. If an exchange is not available, FTB can guide you through the supported return and reorder path.

FTB checkout accepts major card payments and displays eligible express wallet options when they are available for your browser, device, and payment setup.

The payment options shown at checkout are the available options for that order.

Yes. FTB uses a secure payment provider for checkout and does not store raw card numbers.

Always complete payment through the official FTB checkout page.

Common causes include incorrect billing information, insufficient funds, a bank or card issuer decline, or an authentication failure.

Verify your information or contact your payment provider. If the problem continues, contact FTB with the order details you were trying to place.

Your total can update when your shipping address, shipping method, discount eligibility, tax, or cart items change.

Review the final total on the checkout page before submitting payment.

Enter the code in the FTB discount field during checkout. The code must be active and eligible for your order.

Checkout recalculates the discount, shipping, tax, and final total before payment.

A code may not work if it is expired, has not started yet, the minimum spend is not met, the product or category is not eligible, the usage limit has been reached, or the code is limited to certain customers.

Double-check the code and cart. If you believe the code should apply, contact FTB before placing the order.

FTB checkout uses its own eligibility rules for every discount. If more than one offer is available, checkout applies the eligible offer or combination supported by the current rules.

The final discount shown in checkout is the authoritative discount for that order.

Check the sizing and fit information shown on the product page when available. Different FTB products may fit differently.

If you are between sizes or need product-specific help, contact FTB before ordering.

Unavailable options may show Sold Out, Preorder, Coming Soon, or another availability state depending on the product.

FTB does not promise restock dates unless one is shown on the product page.

FTB aims to show products clearly and accurately. Screen settings, lighting, and device differences can make colors appear slightly different.

Review all available product photos before ordering.

Care instructions vary by product. Follow the Care section displayed on that product when available.

Do not assume the same care instructions apply to clothing, accessories, and cosmetics.

FTB customers can save products to a wishlist, choose preferred options when available, and manage gift settings from their account.

Where supported, you can share a private wishlist link with friends and family.

Yes, when wishlist sharing is enabled and the item is eligible to purchase.

Gift buyers can use your private shared link to buy eligible wishlist items while FTB handles delivery privately.

No. Gift buyers cannot see the recipient's private shipping address, phone number, email address, or account details.

The delivery address is handled privately during gift checkout.

No. FTB shared wishlist gift checkout supports guest buyers for eligible wishlist items.

The buyer will still need to provide required checkout contact and payment information.

No. Guest checkout is supported where available.

Creating an FTB account can still make it easier to view order history, manage saved addresses, and use wishlist features.

An FTB account can store your order history, saved addresses, wishlist, rewards, and email preferences.

You can also update account details and review returns from your account area.

Sign into your FTB account and open Addresses to add, edit, remove, or choose default shipping and gift addresses.

Saved addresses are there for convenience. Checkout may still ask you to confirm the final delivery details.

Use the forgot password page with the email attached to your FTB account.

After your password is reset, sign in again before returning to account-only pages.

Use the contact page for order help, product questions, wholesale inquiries, or support.

For an existing order, include your order number and the email used at checkout.

FTB can help. Send your question through the contact page and include your order number when the question is about an existing order.

If your question is about a product, include the product name, option, and size or shade when applicable.