FAQs

SHIPPING

1.How long does it take for the package to reach its destination?

It usually takes 2-3 business days to process the order.

The total Delivery time is about 5-14 working days, it depends on your shipping method you choose. It may change due to invalid address, customs clearance or other reasons.

For more details, please visit the Shipping policy page.

Note: Delivery time = Processing time + Shipping time

2.Do You Ship Internationally?

No, we are currently only focusing on developing the US market and Hongkong, we do not provide shipping methods to countries and territories outside the US and Hongkong. For more detail, please visit Shipping Policy Page

3.Why didn't I receive an email about my order being shipped?

There are a few reasons why you might not have received your shipping confirmation email:

Order Processing: Our order confirmation emails are typically sent within 24 hours after your order has shipped. If your order is still being processed, you won't receive the email yet. You can check the status of your order by visiting "My Orders" on your Folast account.
Wrong Email: Double-check that you're logged in to the correct user account where you placed the order. Also, verify that the email address associated with your account is the one you expect to receive the notification on.
Spam Folder: Sometimes emails get filtered into your spam folder. Take a look there and mark any Folast emails as "not spam" so you receive them in your inbox in the future.
Email Shielding: If your email provider has any settings that might be blocking emails from Folast, you'll need to adjust those settings to allow them.
No Folast Account: If you didn't create an account when you placed your order, the confirmation email will be sent to your billing email address.

Still Need Help?

If you've gone through these steps and still haven't received your shipping confirmation email, you can:

Register: If you don't have a Folast account, register for one using your billing email address. This will give you access to order tracking and other account features. You can register here: [link to Folast account registration]
Contact Customer Service: Our friendly customer service team is here to help! Feel free to contact them directly via email at support@folast.com. Remember to always use your billing email address when contacting customer service.

4.The tracking service shows that my delivery has failed. What can I do?

Please contact your local post office or shipping company as soon as possible with your tracking number to check. If you still cannot find your package, please contact our customer support team via email support@folast.com.

PAYMENT

5.What Payment Methods Are Accepted?

We accept a variety of payment options, including credit and debit cards:

Visa, Mastercard and American Express (credit/debit cards and prepaid cards - via PayPal, Stripe)
Buy now, pay later: Afterpay/Affirm/Klarna (via Stripe)
PayPal
Apple Pay, Google Pay (via Stripe)

For more details, please visit our Accepted Payment Methods page.

6.How do I change or modify my billing address?

On our system, the billing address will be automatically generated as the shipping address, if you want to change it you can click edit at the checkout page (this will only works upon first payment).If you have already paid, there is no need to change the billing address, as we will send the order to the shipping address you left on our website. Therefore, it doesn't matter if the billing address is different from the shipping address.

ORDER & RETURNS

7. How do I place an Order?

You can place an order at Folast by following these steps:

Visit our website and choose the available product from the listing.
Add the product to your cart and proceed checkout.
Provide your billing and shipping address. (Note: To ensure safe and successful online payments, the billing address you provide must match the address associated with your credit or prepaid card).
Choose payment method.
Place your order and wait for confirmation email.

If you already have a Folast user account, you can track your order status conveniently in your account.

8. How Can I Cancel Or Change My Order?

We offer a flexible cancellation policy depending on the fulfillment stage of your order:

Within 4 hours of placing the order: You can change your order details (size, color, amount) or cancel your order completely free of charge.
After 4 hours but before shipment: You can still request to cancel the order by contacting our support team, but a fixed cancellation fee of $15 will apply because your order has already been processed and packaged for delivery.
Once the order has been shipped: Cancellations or changes are no longer allowed. In this case, please wait for the order to arrive and contact our customer service team to process a return.

9. Do I need an account to place an order?

You do not need to create a customer account on the Folast platform to place an order. However, owning a Folast account is highly recommended as it will help you conveniently track order status, review order information, and easily raise a Return Request directly on our platform if needed.

10. How Do I Track My Order?

Once your order is confirmed, you will receive an order confirmation email with a tracking link for your order. Please allow 3-5 days for the delivery unit to scan your package before the shipping tracking information appears on the tracking website.

You can track your order by:

Checking the tracking link sent to your email.
Logging into your Folast account, accessing the "Orders" section, and checking the "Shipping status".
Entering your order information on our Order Tracking page.

11.How Can I Return a Product?

To return an order right on the Folast platform, you need to register an account with the same email as the email you used to place the order.

Steps to send return request on Folast:

Open the Your account (User profile) section on the top right corner of the homepage screen
Select the “Orders” on the task bar on the left, the screen will display the orders you have placed at Folast
Select the Order you want to return and press Action "View", the screen will display detailed information about that order
Scroll to the bottom of the page and click the "Return Product(s)" button
Then you choose the return reason and click "Submit return request"

If you do not register an account at Folast, please contact us and clarify the issue with the product via email support@folast.com

To assist you quickly, please provide the following information when contacting:

Order information: To helps us verify your order.
Photo of the packaging label: Including the bill of lading code and recipient's name.
Defective/wrong/damaged product photos: Close-ups of product parts that differ from the description on the website.
Product size photo (if you receive the wrong size): Take a clear photo of the product's length and width.
Product information you request to exchange/return (if any): Please provide product name, size, color (if applicable).

Please read more about Return Order in our Return Policy