What’s the best way to contact you?
By direct email – firstname.lastname@example.org. 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 (email@example.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?
Contact us at firstname.lastname@example.org and we will be happy to help!
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!
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.
Who is selling Figenza to you?
Figenza is sold by three-tier compliant 3rd party retailers, not by us (Carriage House Imports). Most orders are processed within 1-3 business days. Transit time varies from 1-5 business days under normal circumstances, depending on your ship-to state.
What states do you deliver to?
We work with 3rd party retailers to deliver to the following states: AK, AR, AZ, CA, CO, CT, DC, FL, GA, HI, ID, IN, KS, KY, LA, MA, MN, MO, MT, NC, NH, NE, NJ, NM, NV, NY, OH, RI, SC, WI, WY, IL, TX. Sorry, we wish we could deliver everywhere, but alcohol laws vary by state and are out of our control.
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 track my package?
Absolutely. Once your order is fulfilled, you will receive a notification email and a tracking link.
What happens if I miss delivery of my order because I was not home?
Typically, after three unsuccessful attempts at delivery, the package is returned to us at our hub. At this point, we will refund you for the item(s) minus a restocking fee of $15. 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.
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 email@example.com. Note, an address change fee will apply.
What is the return policy?
According to State law, our retailers can only accept the return of defective goods. In such instances we will offer a replacement of the same item (subject to availability) or refund the credit card used to purchase the item. We cannot accept returns of items that have been opened already. Delivery and handling costs are non-refundable. All returns must be made within 30 days of purchase. Please contact customer service at firstname.lastname@example.org with any specific questions regarding returns and refunds.
Can I place my order via phone?
All orders must be placed online at Figenza.com. If you need assistance, email us at email@example.com and we’ll be glad to help.