Whether you're eagerly awaiting your new Fi product or need help with a recent order, we've got you covered!
Below, you'll find answers to common questions about order tracking, shipping costs, confirmations, address changes, and shipping issues.
Shipping Costs
Shipping cost is based on your order's product subtotal. Orders with a product subtotal of $100 or more ship free. Orders with a product subtotal under $100 are charged a $9 flat shipping fee.
The $100 threshold is calculated using your product subtotal before tax and after any discounts are applied.
Q: Why am I being charged for shipping?
A: A $9 flat shipping fee applies to orders with a product subtotal under $100. To qualify for free shipping, your product subtotal needs to reach $100 or more, calculated before tax and after any discounts. If you have questions about the charge on a specific order, contact us and we'll be happy to take a look.
Order Status and Tracking
Q: I received a backorder email. What should I expect?
A: As soon as your order ships, we'll send you an email with tracking details so you can follow its progress. If your order included expedited shipping, we've refunded the expedited shipping fee you paid. If you have any additional questions, please start a chat with our Customer Experience Team by clicking here.
Q: How can I check the status of my order?
A: You'll receive a confirmation email with your invoice number after completing your Fi product purchase. Once your product ships, we'll send you a shipping confirmation email, including a tracking number, so you can monitor your order's progress.
Once you've downloaded and logged in to the Fi App, you can view your order information right on your app's home screen!
Q: Can I make a change to my order?
A: Since we strive to ship orders promptly, it's important to request updates as soon as possible. If your order status permits, you can request changes, and we'll do our best to accommodate them.
To request an update or cancellation of your order, please start a chat with our Customer Experience Team by clicking here.
Please note that once an order has been handed over for fulfillment or shipped, we cannot make changes or intercept it.
Q: What time do I need to place my order by to receive it in 1 or 2 days?
A: Orders must be placed by 8 AM EST. Any orders placed after 8 AM or over the weekend will be processed the next business day.
Order Confirmation Issues
Q: I didn't receive an order confirmation email. Was my order successful?
A: Confirmation emails can sometimes land in your spam or junk folder, so be sure to check there. If you still don't see it, contact us with the email you used at checkout and we'll help confirm your order!
Q: Where can I find my tracking number?
A: Your tracking number is included in the shipping confirmation email. If you can't find it, check your spam or junk folder for the subject line "Your Fi order has shipped!" or contact us for assistance.
Q: What should I do if I entered the wrong email address during checkout?
A: No worries! Contact us with your order number or shipping address so we can locate your order and update your email.
Q: How long does it take to receive my order confirmation?
A: You should receive your confirmation within 5 to 10 minutes of placing your order.
Shipping Delays and Issues
Q: What should I do if my package is delayed or lost in transit?
A: Please reach out to our team with your order number and we'll investigate the issue!
Q: What happens if my order has already shipped to the wrong address?
A: Unfortunately, we can't reroute shipments once they're in transit. If the package is undeliverable, it may be returned to us and we can reship it to the correct address.
Q: My tracking shows the order was delivered, but I haven't received it. What now?
A: We recommend checking with neighbors or your local post office. If it's still missing after 48 hours, contact us and we'll help you file a claim or send a replacement if eligible.