FAQ

CONTACT

What’s the best way to contact you?

If the product was damaged or you received the wrong order contact us at coasters.freshdesk.com

If you have an address, billing or general inquiry please email us @ marketing@chibrands.com

Someone will get back to you ASAP – between the hours of 9AM – 5PM EST, Monday-Friday! If you are emailing us on weekends or holidays our responses may be delayed as well.

How come I haven’t received a response to my email?

We pride ourselves on reliable customer service and try to respond to your email inquiries promptly and consistently. However, lately, spam filters in different email systems such as Gmail have become very aggressive, which essentially means that our responses could be hitting your spam / junk / “marketing” / “promotion” folders instead of your regular inbox. So if you don’t get a response from us within 24 hours, please check your spam filters! Also, we’d greatly appreciate it if you add our email address (marketing@chibrands.com) to your email “safe” list (or mark as “not spam” / “not junk”). If all else fails, please call our offices at 973-467-9646.

CANCELLATIONS, DAMAGES, ETC.

What if I want to cancel my order or change the shipping address, etc.?

If your order hasn’t shipped we will gladly cancel your order. However, contact us immediately via email so we are able to process your request. Normally, if you contact us more than two hours after placing your order, we cannot guarantee that any changes will be made.

What if my product is damaged? 

Please take a picture of the damaged item in the box and send an email with the picture, the website you ordered from, and your order number and visit coasters.freshdesk.com. Open a ticket and one of our customer service representatives will be in touch with you shortly!

I received the wrong product, what do I do? 

Please take a picture of the wrong item in the box and send an email with the picture, the website you ordered from, and your order number and visit coasters.freshdesk.com. Open a ticket and one of our customer service representatives will be in touch with you shortly!

When will I hear back from your customer service team? 

Our customer service team is available Monday-Friday 9-5 PM. Within those hours you should hear back from our customer service team in less than 2 hours.

Can I use a different billing and shipping address?

Absolutely. At the checkout page, just be sure to uncheck the “same as billing address” option and you will then be prompted to enter a different billing address (the first address you enter when you checkout is the shipping address).

What if I have an allergy to wheat/gluten, etc?

No worries! Figenza is gluten free and our vodka is distilled from a variety of fruits and vegetables!

SHIPPING

NOTE: You must be at least 21 years old to visit Figenza.com and purchase alcohol. If you are not, you must leave the site immediately. We take beverage alcohol laws seriously, and if you attempt to purchase or receive Figenza by placing an order on Figenza.com, we will assist law enforcement in prosecuting you to the fullest extent of the law.

When will my order ship?

Most orders ship within 1-2 business days but it can take up to 3-4 business days in some instances depending on product availability and when the carrier picks up. Our network of retailers fulfilling your order ship Monday – Friday 9-5 PM. Orders are not fulfilled on bank holidays and weekends.

Fulfillment and Shipment Estimated Times? 

The fulfilment time in the warehouse from the order being created in the system to leave the warehouse is 1-3 days.

Time to ship after fulillment:

Northeast: 2-4 Days, Midwest: 3-5 Days, Southeast: 4-7 Days, West: 6-9 Days

Who is selling Figenza to you?

Figenza is sold by three-tier compliant 3^rd party retailers, not by us (Carriage House Imports).

What states do you deliver to?

We work with 3^rd party retailers to deliver to the following states: AZ, CA, CO, CT, DC, DE, FL, GA, ID, IL, IN, KS, KY, LA, MD, MO, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OR, PA, RI, SC, TN, TX, WA, WI

Should I deliver to my work or home?

We strongly recommend you deliver to your work/office. Someone over the age of 21 with a valid ID must sign for the package, and packages cannot be left on stoops or at doorways due to the laws surrounding alcohol in the States.

Must I be home to receive my order?

Yes! As per alcohol laws, someone over the age of 21 must sign for the package. As such, we highly recommend you get the order delivered to your place of work/office.

Can I get my order delivered to a P.O.Box?

No, sorry. With alcohol deliveries, someone 21 years old or older with a valid ID must sign for the package or the carrier will not deliver it.

Can I ship to an APO/FPO/DPO Box?

Orders cannot be shipped to an APO/FPO/DPO Box, because all orders require an Adult Signature.

Can I track my package?

Absolutely. You will receive an email with your tracking number once it has been fulfilled. If you have not received the email yet, please check your promotions and spam folders before reaching out as the email sometimes ends up there.

Why was my order not sent to my address and what happens if I miss delivery of my order because I was not home?

Most of the time, this means that the order was returned to the sender due to damage in transit, an incorrect delivery address, or three failed delivery attempts. If you want us to reship, we will charge you a $20 reshipment fee. If you don’t want us to reship, we will refund you less the shipping, handling, and restocking fees. If it is an incorrect order, we will reship at no additional charge to you. Rest assured, restocking fees are by no means a way for us to get rich and retire – they just allow us to offset the costs we bear when we ship your products out and receive them back if you are unavailable.

My order shows as delivered, and I didn’t get it, what do I do? 

It’s more than likely your package was returned after 3 unsuccessful delivery attempts. If you want us to reship, we will charge you a $20 reshipment fee. If you don’t want us to reship, we will refund you less the shipping, handling, and restocking fees.

Can I change the delivery address of my order when the package is in en route?

If the updated address is within the same state, you may be able to make changes (no guarantees though!), but if you would like to change the address to a different state, this is not possible unfortunately. Let us know right away if you want an updated address by emailing us at marketing@chibrands.com. Note, an address change fee will apply.

I won’t be home when the delivery is supposed to come, what do I do? 

For all UPS and Fedex orders, you can ship to a location to hold near you. This allows you to pick it up during the entire window that store is open, rather than the small window when the carrier is near your house.

Fedex – Fedex offers a free option to hold a customer’s package at a fedex store or a local store. You can pick it up at places like Walgreens, Duane Reade, Fedex Office Ship Center, Acme, Dollar General, and Office Depot. They hold the package for 10 days for fedex ground and five days for fedex express. You need your ID and the tracking number to pick it up. Click here to find all locations.

UPS – UPS offers a similar pickup plan, which is free if you pick up from a UPS customer center. UPS My Choice customers can to an access point. UPS Access points include Staples, UPS Stores, Michaels, and other locations. 

What is the return policy?

Unfortunately, we are currently unable to accept returns.

 

Can I place my order via phone?

All orders must be placed online at Figenza.com.