Frequently Asked Questions
TABLE OF CONTENTS
- The Fab Friends Rewards Program
The Fab Friends Rewards Program
How many points do I get on an order?
You earn five points per dollar, not including change. This only applies to the subtotal - discounts, taxes, and shipping costs aren’t included.
How long do my points last?
They expire after 12 months of inactivity.
Why didn’t I get my birthday points?
You must make a purchase of at least $1 to earn those points. Additionally, if you sign up the same day as your birthday, you won’t get points until next year.
Why didn’t I get points when I used a gift certificate?
Points are given to the customer who bought the gift card, not the recipient. The recipient will get points if an additional payment is used on the order. For example, if the gift card only covered $25 of a $50 subtotal, the recipient will get 25 points.
Can I move my points to another account?
Points are non-transferable. We encourage customers to use one account for easy access to rewards and past orders.
I have a free gift in my cart. Why can’t I check out?
Gifts can only be sent with orders, so you need at least one paid item in your cart to redeem them. They also can't be sent with free shipping items.
What happens after I redeem a free gift?
Points are removed from your account when the order status is marked complete.
Why was I charged shipping for my free item?
Shipping is based on the total weight of the package and the destination. If a reward item is being sent outside the lower 48 states, there may be additional shipping fees.
Where can I find my order history?
Click the account button in the top right-hand corner, then click Orders.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, and PayPal. We don’t accept personal checks or money orders. We only accept CashApp at local events.
If your card is declined, it’s likely an incorrect address or security code. We take our customers’ security very seriously, so we need the exact billing address and security codes for all of our credit card transactions.
How do I track my order?
Once your package ships, we’ll email you with tracking information.
Do you ship internationally?
We only ship to Canada at this time.
What happens if my order is damaged or missing?
We can issue a refund or replace your missing, incorrect, or damaged items within 30 days of purchase. Please check your order as soon as possible. If anything is missing or incorrect, call 314-649-8218 or email firstname.lastname@example.org. It helps if you have your order number and a list of the items.
If your order is damaged, please take photos of the items, box, and labels and email it to us. If you choose a replacement, we’ll ship it to the original shipping address. If a package is sent to an incorrect address and returned to us, you are responsible for the cost to ship it again.
How do I return items?
At this time for sanitary and due to the nature of our products, we do not accept returns. However, if there is an issue with your order, please call us 314-649-8218 or email us email@example.com so that we can make it right. We do have a 30 day guarantee on our products.
All refunds for the product price are applied to the original method of payment. Original and return shipping costs, associated fees, duties, and taxes will not be refunded.
What shipping methods do you offer?
Orders are shipped Monday through Friday. Major holidays like Christmas and Labor Day are not included in transit times. We’re happy to ship via FedEx or USPS.
USPS normally takes 2-3 transit days, but may take up to 10. If your package goes missing, contact us at firstname.lastname@example.org or 314-649-8218. USPS Parcel Select Ground normally takes between 10-15 business days to deliver. If you are located in Alaska or Hawaii, delivery can take between 15-30 business days. If your package goes missing, please contact your local post office for assistance.
Ground shipping takes around 5 days to deliver in the US from our Arnold, MO fulfillment center. It can be USPS or UPS at our discretion. Ground doesn’t guarantee any specific delivery time and it can take up to 10 days. Find a list of transit times below. Certain areas of your state may be more easily accessible, so you’ll see it more than once.
1 business day: MO, KS, IL, IN, KY, TN
2 business days: MO, KS, CO, WY, NE, SD, MN, WI, IA, IL, MI, IN, OH, PA, MD, VA, WV, NC, SC, GA, AL, MS, LA, TX, AR, OK, HI, PR
3 business days: ME, NH, VT, MA, RI, CT, NY, PA, NJ, DE, MD, VA, SC, FL, TX, NM, AZ, CA, NV, OR, WA, ID, MT, WY, ND, SD, NE, MN, WI
4 business days: AK, CA, AZ, UT, NV, ID, MT, WA, OR
5 business days: OR, ID
How long does it take for my order to ship?
Our processing time is usually 3-5 days, not including holidays and weekends. During the holiday season it can be up to 6 days. If you have a question about current times, email us at email@example.com.
Do you offer wholesale or special orders?
If you are interested in wholesale, please email firstname.lastname@example.org with the details of what you would like to purchase.
ProductsWhere can I ask questions about your products?
On each product page, you’ll find a Q&A section with helpful tips on how to use the product. Feel free to ask or answer a question there. You can also email email@example.com for help.
Do you offer gift certificates?
You can purchase gift certificates in set amounts ranging from $25 to $500. They’re sent right to your inbox. You can also access the gift certificates in your account by going to saved payments.
Account and website
How do I view my cart?
To view your items, click the cart icon in the top right-hand corner.
I forgot my password. How do I update it?
Click My Account in the top right-hand corner. Click Forgot Password, enter the email address registered with Bramble Berry, then click send. Check your inbox for a Bramble Berry email with a link to reset your password.
Where do I find my favorites?
Make sure you are logged into our your The Fab Friend account. Once you find a product or project you love, click the heart icon. To access your favorites, click the heart in the top right-hand corner. From there, you can add the item to your cart or remove it.