SHIPPING

We understand that getting your goods quickly is important. We aim to process all transactions and get stock sent out within two weeks of receiving your order. For pre-orders the shipping dates my be subject to movement or slippage. We always endeavour to get pre-order product into peoples hands as soon as we can. However some times time scales listed will be subject to change and delay We directly out of the UK via our distributor who is based in the UK and VAT registered. If an item is in stock we generally dispatch the goods within 1-2days. If a model has to be ordered this can take around 6-8 weeks.  

Once shipped your order status will be updated on your account. Simply log in and check your orders for an updated tracking link, which will be updated once the information is available to us from the courier.

HOW TO CANCEL

To cancel an order please do the following; 

1) Log in to your order information, the link can be found at the order confirmation email which you have received after placing an order.

If you are unable to locate your order confirmation email, please doublecheck your SPAM folder. If you still can't locate it, email us and let us know as many details as possible for us to track your order. For example, your PayPal transaction ID, the order e-mail or order address.

2) Go to "Cancel Items" button at the bottom part of the page.

3) Click the x mark to the left of the item you wish to cancel.

4) When the refund is processed you will receive an email regarding the cancellation along with your refund. Refunds are bank dependant and can take several days to show up in your bank account.

HOW TO CHECK THE STATUS OF AN ORDER
After placing an order, an email is sent to your inbox . If you log into your account you will see a "MY ORDERS" section. By clicking on this option you will see information and updates regarding the status of your order, including a tracking link once it has been made available.

5) We cannot cancel an order that has already been shipped. If you still require a refund please take receipt of the item and get in touch with us directly for return information. Never refuse an order, as it is likely that this will add very significant delays to the return process as the item is likely to be held for some time prior to release if it is returning to China. 

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REFUNDS

Any item that malfunctions due to a manufacturing defect, the defective item will be replaced or repaired subject to the following conditions;

 

• Proof of purchase must be presented.

• No physical damage.

• No signs of modification.

• The item is returned within the warranty period of one year from the date of purchase with complete accessories and packaging.

• Refund and exchange for another product are options for an item returned within one month from the date of receipt.

• All warranty replacements will be shipped with standard shipping, express postage is available but surcharges may apply.

• No warranty shall apply to any Product that has been subject to misuse, improper testing, assembly, mishandling, or which has been operated contrary to current instructions relating to installation or maintenance or operation.

• A product that is out of one year Warranty Period may be accepted for a Repair Service. Assessment is conducted to classify each item is reparable or not. Those qualified will be repaired free of charge excluding shipping. Those irreparable may be sent back to customer and customer covers shipping fee. The duration of the repair will depend on the extent of the damage and the availability of its parts.

• Products not manufactured and sold under the brand FTL are subject to supplier’s warranty policy. Any replacement or repair will depend on the brand-owner.

• The cost of return postage will lie with the customer and it will be their sole responsibility to ensure that we receive the item as agreed. 

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QUESTIONS

If you are having difficulty with a product or need assistance with a refund or shipping please contact us using the following email; info@ftlinnovation.com

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