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ORDER POLICY (Refund & Exchange)

 

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ORDER POLICIES

  • All eligible items for Return, Refund or Replacement must be within the basic 30-day warranty period from the time of receipt, unless purchased with the Extended 1-Year Warranty Service. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
  • All purchase/item errors must first be reported via email to (support@theFirstisle.com) before initiating any RETURN or REFUND requests in order to be properly instructed - especially for the correct return address. Any RETURN or REFUND requests not consulted properly via our Support Team first may not be honored.
  • All damaged or defective items must be reported within the 30-day warranty period by emailing us directly at: support@theFirstisle.com
  • Initial Shipping Fees from Order issues which are NOT of Firstisle Store error are non-refundable. If you receive a refund, the cost of initial shipping fee and restocking fee will be deducted from your refund.
  • Should there be any product issues; FirstIsle Store will provide photo or video instructions via email in which customers may follow to determine and troubleshoot any claimed defect/damage and find the resolution, prior to the Video and/or Photo evidence which will be required from BUYERS requesting REPLACEMENT or REFUND on items.
  • Video and/or Photo evidence will be required from BUYERS requesting REPLACEMENT or REFUND on items. This will serve as proof that error, damage or defect on items occurred upon receipt.
  • Products are tested to ensure there are no issues or damage on functions before sending out. It is Buyer's responsibility to check the items upon receipt, to ensure any errors are reported promptly to (support@thefirstisle.com) within the basic 30-day warranty period. FirstIsle Store is not liable for any defects or damages occurred while products/items are already at Buyer's possession/storage past the warranty period.
  • Buyers will be responsible for paying for their own shipping costs for returning the items. Initial and return shipping costs are non-refundable.
  • Refund or Replacement may NOT be applied for any order issue which are NOT of Firstisle Store error.

 

 

RETURN POLICY

  • Contact support@theFirstisle.com first for any RETURN concerns, to check for eligibility.

 

Non-Eligible for FREE RETURN, FREE EXCHANGE or REFUND:

  • Buyer's MISTAKE on purchasing item size, color, description or quantity, or any other Buyer's error.
  • Items past the 30-day warranty period.


RETURNED TO SENDER

Items which are returned to Sender due to “Insufficient Address”, “No one at location”, "No Such Number", "Moved", "Forwarded", "Location Inaccessible", "Could Not Be Delivered to Intended Recipient", etc. may be replaced provided by an updated shipping address and a RESHIPMENT FEE (starting at $14.40 - $33.60 USD per item, depending on the item), or a REFUND request can be processed (minus the restocking fee of up to $15 and initial shipment fee if applies).

 

RE-ROUTING DELIVERY

Re-routing, Refund or Reshipment are NOT APPLICABLE to items already confirmed IN-TRANSIT or DELIVERED by courier to the address provided upon the time of order. As stated in our Terms of Service, address change requests should be done PRIOR to shipment date. In this case, it is buyer's responsibility to pick up the item at the delivery address location. 

 

SHIPPING INFORMATION ACCURACY:
It is the Buyer’s responsibility to review and double-check shipping information (including Name & Address) and ensure accuracy. Firstisle Store will not be held liable for nondelivery or returned orders due to the error in the SHIPPING ADDRESS listed by the Buyer upon order. RESHIPMENT REQUESTS for this type of case will be charged a RESHIPMENT FEE (starting at $14.40 - $33.60 USD per item, depending on the item).

 

RESHIPMENT POLICY:

RESHIPMENT FEE (starting at $14.40 - $33.60 USD per item, depending on the item) will be charged for FAILED DELIVERIES which are NOT of FirstIsle Store error. Examples are: “Insufficient Address”, “No one at location”, "No Such Number", "Moved", "Forwarded", "Location Inaccessible", "Could Not Be Delivered to Intended Recipient", and any other cases which are not of FirstIsle Store error.


LOST or STOLEN PACKAGES
Firstisle Store is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Firstisle Store will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.

 

REFUND POLICY

  • REFUND may NOT be applied to orders which are NOT of Firstisle Store error.
  • REFUND (minus the restocking fee of up to $15 and non-refundable shipping fee) may be applied to items which are returned to Sender due to “Insufficient Address”, “No one at Location”, “Address not accessible”, “Individual Moved”, and other delivery issues which are NOT of FirstIsle Store error.
  • REFUND may be requested only for items proven Damaged, Defective, Tarnished, Broken or Parts Missing upon receipt within the 30-day warranty period. Photo or Video evidence will be required from Buyers.
  • REFUND may be requested to items proven LOST in TRANSIT by courier. Buyer must contact courier for this to verify.
  • Orders with existing Disputes or Chargeback may NOT be REFUNDED until PayPal or Credit Card provider reaches their final decision (this may take 30-45 days). Should Buyer REQUEST for REFUND immediately, they are REQUIRED to Lift / Cancel the Disputes first in order for funds to be properly returned to the account.
  • Items should be within the basic 30-day warranty period from the time of receipt to be eligible for REFUND. Items past the 30-day period, but WITHIN the EXTENDED 1-Year warranty, may ONLY be eligible for REPLACEMENT until warranty expiration.
  • Extended 1-Year Warranty Purchase are NON-REFUNDABLE past the 30-day period.
  • E-mail theFirstisle Store Support Team for REFUND Requests at: support@theFirstisle.com.

 

EXCHANGE / REPLACEMENT POLICY

  • REPLACEMENT may NOT be applied to items which are NOT of Firstisle Store error.
  • EXCHANGE / REPLACEMENT requests may only be for the SAME item (size, color & description), but this only applies to Damaged, Defective, Broken, Tarnished or Items with Missing Parts (within the 30-day warranty period or the Extended Warranty period), and does NOT include errors made by customer upon order.
  • REPLACEMENT may be requested for items which are returned to Sender due to “Insufficient Address”, “No one at location”, etc. provided by an updated shipping address and a RESHIPMENT FEE (starting at $14.40 - $33.60 USD per item, depending on the item). However, we can only send reshipment (1) time for these types of cases. If the reshipment fails, refund will be processed minus the ($15) restocking fee and initial shipping fee if applies.
  • REPLACEMENT may be requested for items proven Damaged, Defective, Tarnished, Broken or Parts Missing upon receipt when requested by Buyer within the 30-day warranty period. Photo or Video evidence will be required from Buyers.
  • Items should be within the basic 30-day warranty period from the time of receipt to be eligible for REPLACEMENT. Items with Extended warranty are eligible for REPLACEMENT until warranty expiration.
  • Orders with existing Disputes or Chargeback may NOT be REPLACED until PayPal or Credit Card provider reaches their final decision (this may take 30-45 days). Should Buyer requests for REPLACEMENT immediately, they are REQUIRED to Lift / Cancel the Disputes first for REPLACEMENT to be processed properly.
  • E-mail theFirstisle Store Support Team for REPLACEMENT Requests at: support@theFirstisle.com.

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