Q: It’s been quite a while, and I still haven’t received my order. What should I do now?
A: If the standard amount of waiting time has come and gone, and you feel like your order may have been lost in transit, check with your local post to see if they are holding your items. If going to the post produces no results, send us an email and we will look into the issue.
Q: What shipping method do you use?
A: All shipments are made with the United States Postal Service. We currently allow First-Class shipping for both international and domestic orders, and can provide Priority shipping for domestic orders only upon request.
Q: I made a mistake on my order. How can I go about changing it?
A: Send a detailed email right away with the changes you would like to make. Please also include your order number and the email address used to place the order. The sooner the email is sent, the better chance we have of catching it before it is shipped. Pre-orders can not be altered if the order has already been sent in for printing. Note that not all things about an order can be changed, but we will do what we can.
Q: My order was damaged in transit. What do I do?
A: We hate it when that happens… Just email us. We will contact the post and take care of the situation for you.
Q: I received the wrong order. How can I exchange it for the right one?
A: While this does not happen very often, if you receive something in error, just let us know in an email and we will fix it right away.
Q: What is your exchange/ return policy?
A: Unwashed/ unworn items can be returned for a $10 restocking fee, and must be made within fourteen days of the original shipping date. You will be responsible for the return shipping costs. Once we receive the item back and we deem it okay to resell, you will be refunded for the item minus the original shipping costs and the restocking fee. We cannot accept returns without restocking and shipping reimbursement payment.
Exchanges must also be made within fourteen days of the original shipping date, and be for a product of equal or lesser value. You will be responsible for return shipping costs and the cost of shipping the new item. As with returns, all exchanges must be for unworn/ unwashed items. We will send out your new item after we receive payment for shipping, and have the original item back in new/ unused condition.
We can not do exchanges/ returns for limited time items or customs items since they are ordered exactly to the sale.
If you are exchanging due to an error on our part, send us an email and we will walk you through the process.
Q: My package was sent back to your office. What do I do now?
A: If we receive your order back in the mail because it was not able to be delivered or was not picked up in time, we will email you as soon as it is processed. You will be given two different options. One, you can have your order refunded minus the original shipping cost. Two, you send us payment for reshipping, and we send your order again. All details will be listed in the email sent to you once the return is processed. Please note that processing returns can take time as the package has to get all the way to the destination, be refused; undelivered; or not called for, then makes it way all the way back to the office. We get through all of them as soon as we can, so your patience is appreciated
Q: What’s the deal with pre-orders? Can I order after the sale has ended?
A: When an item is in pre-order, it means the product is not in house, but will be ordered specifically for you, and shipped when we receive it. The length of the pre-order is entirely based on the time frame given by the artist/ personality. Once a pre-order closes, it takes ten to twelve business days for us to receive the order, package it properly, and take it to USPS for shipment.
Unfortunately, orders cannot be placed after the item is taken off of the website.
Q: What is the best way to keep up with new merchandise, limited time releases, and pre-orders?
A: We announce all sales and pre-orders on Twitter, so the best way to keep up with everything FHP is to follow us there.
Q: I had multiple items in my order, but only got some of them. What happened?
A: Shirts and posters are sent in separate packaging, and might be delivered on different days even if they are dispatched on the same day. If you feel like part of your order may be missing, send us an email, and we will check on it for you. If you place an order that contains both an item that is in stock and an item that is in pre-order, it will probably be shipped separately. Be sure to check up with our Twitter account to be as up to date on pre-orders as possible.
Q: Can I cancel my order?
A: If your order has not been dispatched and your postage has not been printed, then your order can be cancelled. If we do not catch your order before being dispatched, you will have to go through the process of returning your item, and abide by all policies that are intact.
A pre-order can be cancelled and refunded if the products for that pre-order have not yet been ordered or shipped. Once we send in the numbers for a pre-order, the transaction can no longer be cancelled.
Q: I sent an email but did not get an immediate response. Is there anyone there? Should I send another one?
A: On rare occurrences, the high volume of customer service emails can cause a short delay in responses. We take everyone's inquiries very seriously, so please be patient with us as we work on getting back to everyone. Every email is read and responded to accordingly. Promise.
All emails are answered in the order that they are received. Sending another email won't really help in getting a quicker response, so we greatly appreciate your patience as we assist everyone in the appropriate order.
Q: Can I get in direct contact with a YouTube personality or vendor through your customer service?
A: No, we cannot get you in direct contact with them due to privacy policies set in place for business and safety reasons.
Q: What is the note section for on the payment page? Can I pose a question there?
A: Sometimes, our customers leave nice messages or smiley faces there, but if you should have any serious questions or inquiry about your order, a note is not the place to leave them. Always email customer service to be sure that your request is not over-looked.
Q: Can I get a special message written on a signed poster by the signer?
A: Unfortunately, due to the high volume of orders and the schedule of all of our signers, we cannot offer personal signatures at this time.
Q: I have an idea for a shirt or a poster. Where can I submit my work?
A: Send an email to PhilipDeFranco@gmail.com with attachments of your ideas. If your artwork is chosen, they will email you with more information about what happens from there. Please only submit your artwork once.
Q: How do I know if something is out of stock?
A: When an item is out of stock, a “Sold Out” logo will show where the price used to be, and the “Add to Cart” icon will disappear so that no items can be ordered once we run out. If your order went through, the item is in stock.
Q: How did you get so awesome and where can I learn to be as cool as you are?
A: Humanoids cannot compute the awesome that is created by those that are not from this region of the galaxy. I think it may have to do with your blood or something…
