Refund policy

Shipping Policy

Last Updated: August 24, 2026

At Fay Moroux, we aim to make ordering and delivery as simple and reliable as possible.

Orders are fulfilled through our U.S.-based fulfilment network. Once your order has been processed and shipped, tracking information will be provided when available.

Delivery estimates are provided below. Please note that processing and delivery times are estimates and are not guaranteed unless expressly stated otherwise.

1. Order Processing

Most orders require approximately 1–5 business days (Monday–Friday) to be processed and prepared for shipment.

Processing time is separate from carrier transit time.

Orders placed on weekends or public holidays generally begin processing on the next applicable business day.

During product launches, promotional periods, holidays, periods of unusually high demand, inventory changes, or other exceptional circumstances, processing may take longer.

2. Estimated Delivery Times

After accounting for normal processing and carrier transit times, our estimated delivery windows are:

  • United States: approximately 6–10 business days

  • Canada: approximately 6–10 business days, excluding customs delays

Business days are Monday through Friday and exclude public holidays.

These timeframes are estimates rather than guaranteed delivery dates.

Carrier delays, severe weather, customs processing, high-volume periods, incorrect addresses, and other circumstances outside our reasonable control may affect delivery.

3. Shipping Destinations

Fay Moroux currently ships only to destinations made available during checkout.

Available shipping countries and regions may change based on product eligibility, fulfilment availability, carrier restrictions, import regulations, and other operational requirements.

If your country or address cannot be selected during checkout, we are currently unable to ship that order to the requested destination.

Certain locations may be unavailable even within otherwise supported countries.

4. Shipping Rates

Applicable shipping charges, including any free-shipping offer, will be displayed during checkout before you complete your purchase.

Shipping rates may depend on:

  • destination;

  • order size or weight;

  • shipping method;

  • promotional offers; and

  • other fulfilment considerations.

Any free-shipping promotion is subject to the conditions displayed with that offer.

5. Order Confirmation and Tracking

After placing an order, you should receive an order confirmation at the email address provided during checkout.

This confirms that we have received your order. It does not necessarily mean that fulfilment has been completed or that the order has shipped.

Once your order has shipped and tracking becomes available, you will receive tracking information electronically.

Please allow some time after receiving a tracking number for the carrier's tracking system to update.

6. Order Changes and Cancellations

Orders can move into fulfilment quickly.

If you need to change or cancel an order, contact Fay Moroux Customer Care as soon as possible.

We will make reasonable efforts to help, but we cannot guarantee that an order can be changed or cancelled after processing has begun.

Once an order has entered fulfilment or shipment, changes to products, quantities, or delivery addresses may no longer be possible.

Eligible products may still qualify under our Refund & Return Policy after delivery.

7. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address during checkout.

Please carefully review:

  • recipient name;

  • street address;

  • apartment or unit number;

  • city;

  • state or province;

  • postal or ZIP code; and

  • country.

If you notice an error, contact Customer Care immediately.

We cannot guarantee that an address can be changed once fulfilment has started.

Additional shipping or reshipment costs caused by an incorrect or incomplete address supplied by the customer may be the customer's responsibility to the extent permitted by law.

8. Delayed Shipments

Occasional shipping delays can occur because of circumstances outside Fay Moroux's reasonable control, including:

  • carrier disruptions;

  • severe weather;

  • peak shipping periods;

  • customs clearance;

  • transportation interruptions;

  • public holidays;

  • natural disasters;

  • government restrictions; and

  • other logistics disruptions.

If tracking shows no meaningful movement for an extended period, contact Customer Care and we will investigate where reasonably possible.

A carrier delay does not automatically mean that a shipment is lost.

9. Lost, Missing, or Damaged Packages

If your order arrives materially damaged, contains the wrong product, is incomplete, or appears to have been lost during shipping, contact Fay Moroux Customer Care as soon as reasonably possible.

Please provide:

  • your order number;

  • a description of the issue;

  • tracking information where available; and

  • photographs of damaged products or packaging where relevant.

We may investigate the matter with our fulfilment provider or shipping carrier before determining the appropriate resolution.

Depending on the circumstances, an appropriate remedy may include a replacement, reshipment, refund, partial refund, or another resolution.

Please see our Refund & Return Policy for additional information.

10. Delivered but Not Received

If carrier tracking shows that your package was delivered but you cannot locate it:

  1. check around the delivery location;

  2. check with household members, neighbors, reception, mailroom, or building management where applicable;

  3. allow a reasonable amount of time in case the carrier marked the shipment delivered before completing final delivery; and

  4. contact the carrier or Fay Moroux Customer Care if the package remains missing.

A carrier delivery scan may be considered evidence of delivery, but we will review legitimate delivery issues reasonably and in accordance with applicable law.

We reserve the right to investigate repeated missing-package claims or suspected fraud.

11. Canada, Customs, Duties, and Import Charges

Orders shipped outside the United States may be subject to:

  • import duties;

  • taxes;

  • customs charges;

  • brokerage fees; or

  • other governmental charges.

Unless expressly collected during checkout or stated otherwise, these charges may be the customer's responsibility.

Customs clearance may delay delivery beyond the estimated timeframe.

Fay Moroux does not control customs authorities or their processing times.

If an order is refused because applicable duties or import charges were not paid, any resulting refund may be reduced by shipping, return-to-sender, customs, or other costs incurred, to the extent permitted by applicable law.

12. Refused and Undeliverable Shipments

If a shipment is returned because:

  • delivery was refused;

  • the address was incorrect or incomplete;

  • the package was not collected;

  • required customs charges were not paid; or

  • delivery could not be completed for reasons outside our control,

we may refund the eligible product amount after the shipment has been returned through our fulfilment network.

Original shipping charges and actual return-to-sender costs may be non-refundable to the extent permitted by law.

This does not apply where the delivery failure resulted from an error by Fay Moroux or its fulfilment provider.

13. Returns

Do not return products to the address shown on your shipping label or package.

Our fulfilment locations and return arrangements may differ from the location from which your order was originally shipped.

If a physical return is required, Fay Moroux Customer Care will provide the correct instructions and applicable return address.

Please review our Refund & Return Policy before sending any product back.

14. Shipping Restrictions

Certain products or destinations may be subject to additional shipping or import restrictions.

We reserve the right to decline or cancel an order that cannot legally or operationally be fulfilled to the requested destination.

If we cancel an order for this reason after payment has been collected, the applicable purchase amount will be refunded.

15. Mandatory Consumer Rights

Nothing in this Shipping Policy limits any consumer rights that cannot lawfully be excluded or restricted.

Where mandatory law provides greater protection concerning delayed, lost, damaged, incorrect, or undelivered goods, the applicable law controls.

16. Contact Us

For shipping, tracking, damaged-order, or delivery questions, contact:

Fay Moroux Customer Care

info@faymoroux.com

Fay Moroux is operated by:

ARQE Agency