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What are the return, refund, and shipping policies?Updated 15 days ago

Returns/Refunds/Exchanges

*Orders over $300 are NOT eligible for a Return/Refund. Please reach out to our customer service team to learn about exchange eligibility.

 

Items Eligible for Refunds:

  • Full-priced items. Unopened. Unused.

  • Incorrect or Defective Products

  • Damaged Package/Shipment

  • Allergic Reactions

  • You Did Not Receive Your Package


Full-Priced Items/Unopened/Unused

Due to the natural and intimate nature of our products, we cannot resell products for hygienic and safety reasons; therefore, we do not accept returns or offer refunds on opened or used products. Items eligible for refund must be returned unused and in the same condition in which you received it; and in its original packaging. Return requests must be submitted within 45 days of delivery. 

We would love to let you know that we do sell sample packs which is a great way to give a product a try before investing in larger sizes! Shop samples HERE

Please note: 

  • Any returned packages are subject to re-sell inspection and refund approval before a refund is issued; and we reserve the right to not refund items returned in unsatisfactory condition.

  • Only regular priced items may be refunded; unfortunately, sale items cannot be refunded.

  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.


Incorrect/Defective Product

We work very hard to ensure correct orders go out, but occasionally the wrong scent or product may find its way into your package. No worries! We personally pack each package that goes out and are happy to correct any mistakes we may make. In the event that we have made an error and you receive an incorrect or defective product, please accept our sincere apologies and initiate a return within 3 days from the date the order was delivered for us to refund OR replace your order. 


Please contact us at [email protected]


Damaged Package/Shipment

Damaged packages and/or products must be reported to us within 3 days of delivery. A photo of the damaged package and/or product is required in order for us to file a claim and reimburse your investment. We will be happy to refund or replace damaged orders. For further instructions:

Please contact us at [email protected]

Allergic Reactions

Our vaginal suppositories are 100% natural and formulated with pH-balanced organic ingredients for the health and safety of our customers. While allergic reactions to our products are extremely rare, we do understand that sensitivities and reactions are still possible for some users. In the rare event that you feel you have had an allergic reaction to one of our products please refer to the instructional insert/allergy information sheet provided in the box for helpful tips on removing and/or cleaning off the product from your body, and then reach out to your primary health care provider with any questions and concerns regarding what you believe to be an allergic reaction. At your convenience, please reach out to customer service and briefly explain the details so that we can make our quality control and policy teams aware of your concern. We are happy to issue a full refund of your order, which will be credited back to the original form of payment. 

Please contact us at [email protected]

You Did Not Receive Your Package

In the frustrating event that you've not received your package despite tracking showing that it has been delivered - or showing it is lost in transit - we ask our customers to take the following steps:

1.  Check with neighbors - occasionally packages get left at the wrong address, so ask around! This is especially helpful if your address is an apartment with a common mailroom.

2. Check with your local carrier - if you're able to make contact with that person, this is a really helpful step!

3. Go to your local carrier’s office (USPS or UPS) - sometimes packages are held due to a reason that didn't allow delivery. Bring your tracking # and often, they're able to help locate your package!


If after the next few days, you've still not located the package, reach out to us at [email protected] and we will file a claim with the carrier and work to either issue a refund to you or reship your items.

Please note: Customers must reach out to Femallay within 45 days of the order date to request a refund/replacement.

Exclusions: Femallay, Inc. is not responsible for incorrect addresses. We are not able to refund shipping costs when packages cannot be delivered due to incorrect addresses. Customers are responsible for ensuring the correct shipping address on their accounts during the checkout process.

Please contact us at [email protected]


Additional shipping information:

Order Processing - Our warehouse team works hard to get orders out quickly to our customers! Our goal is to process orders within 1-2 business days (excluding weekends).

Shipping Confirmation & Order Tracking - Once your order is processed through our warehouse, it is handed over to the carrier and a shipment confirmation email containing tracking information is sent to the customer. The tracking number may take 24 hours to become active.

Shipping Carriers - At checkout, various shipping options will exist based on the customer's delivery address. Estimated shipping speeds for USPS Priority and UPS Ground are 2-5 business days.

Customs Duties & Taxes - Femallay is not responsible for any duties and taxes applied to international orders. All fees imposed during or after shipping are the responsibility of the customer.

Understanding Order Processing and Shipping Speed

 

Our Fulfillment Team is super speedy and normally, your order will be processed and shipped out within 1-2 business days! Your chosen shipping method and estimated shipping speed do not account for order processing in our facility. Once we have processed your order, your shipping time begins when the shipping carrier receives your package.

Please note that during high volume times, such as holidays, it may take 3-5 business days for your order to be processed.


The shipping options you'll have will vary based on your location. Naturally, international orders will tend to take longer to arrive than our domestic shipping. Once your order ships from our warehouse, you’ll receive an email with a link for tracking, so you can follow your package on its journey. 

Please note:  Femally, Inc. is not responsible for shipping times and/or delays. Once your package leaves our facility, we have no control of the delivery of your package.

Please note:  Femallay, Inc. is not responsible for incorrect addresses. We are not able to refund shipping costs when packages cannot be delivered due to incorrect addresses. Customers are responsible for ensuring the correct shipping address on their accounts during the checkout process.

Please contact us at [email protected]


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