Returns, Refunds, Shipping & Pre-Order Policy

Last Updated: June 2026

Thank you for shopping with us. By placing an order through our website, you agree to the terms outlined below.

Shipping Policy

We process and ship orders as quickly as possible.

In-Stock Items

• Most in-stock orders are processed within 1–3 business days.
• Once shipped, delivery typically takes 3–9 business days depending on your location and carrier service.
• Delivery times are estimates and are not guaranteed.

Shipping Delays

We are not responsible for delays caused by:

• Weather conditions
• Carrier disruptions
• Customs processing
• Incorrect shipping information provided by the customer
• Events outside of our control

Pre-Order Policy

Certain products may be listed as Pre-Order items.

By purchasing a pre-order item, you acknowledge and agree that:

• Pre-order products are not immediately available for shipment.
• Estimated fulfillment times may take up to 3 months or longer depending on supplier availability, manufacturing schedules, customs clearance, and shipping conditions.
• All fulfillment dates are estimates and are subject to change.

Combined Orders

If your order contains both:

• In-stock items, and
• Pre-order items

your entire order will be held and shipped together once all items become available.

By placing a mixed order, you agree to wait until the pre-order item arrives before the complete order is shipped.

We do not automatically split shipments.

Return Policy

Due to health, safety, and food handling regulations, we do not accept returns on:

• Snacks
• Candy
• Beverages
• Food products
• Consumable items

All food and consumable product sales are final.

Refund Policy

Refunds may only be issued in the following situations:

• You received the wrong item.
• Your item arrived damaged.
• Your item arrived defective.

To request assistance, contact us within 7 days of delivery and provide:

• Your order number
• A description of the issue
• Clear photos of the item and packaging

We reserve the right to determine the appropriate resolution, including:

• Replacement product
• Store credit
• Partial refund
• Full refund

Non-Refundable Situations

Refunds will not be issued for:

• Taste preferences
• Product expectations
• Minor packaging imperfections
• Delays caused by shipping carriers
• Incorrect addresses entered by the customer
• Refused deliveries
• Orders containing pre-order items that are still within the stated fulfillment timeframe

Order Cancellations

Orders may be cancelled only before processing begins.

Once an order has been:

• Processed
• Packed
• Prepared for shipment
• Shipped

it cannot be cancelled.

Pre-order purchases cannot be canceled once inventory has been reserved or ordered from suppliers.

Lost or Stolen Packages

Once a package has been marked as delivered by the carrier, responsibility transfers to the customer.

We are not responsible for:

• Lost packages
• Stolen packages
• Packages delivered to the address provided during checkout

Customers should contact the shipping carrier directly regarding delivery-related claims.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping information.

If an incorrect address is provided:

• We are not responsible for lost shipments.
• Additional shipping charges may apply for reshipment.
• Refunds will not be issued for orders shipped to addresses entered incorrectly by the customer.

Contact Information

If you have questions regarding your order, shipping, returns, or refunds, please contact us through our customer support page or designated support email.

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at thefillstoporders@gmail.com. Please note that returns will need to be sent to the following address: 87-24 132nd street, Richmond Hill New York 11418. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Items that have disclaimers in the product description box that state they are not returnable are not returnable. 

You can always contact us for any return question at thefillstoporders@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, chips, chocolates, candies mystery items), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at thefillstoporders@gmail.com.