Shipping policy

Shipping Policy

Last Updated: September 5, 2026

This Shipping Policy explains how orders placed through Facilis are processed, shipped, tracked, and delivered.

Please review this policy before placing an order.

 

 

1. Order Processing

Orders are generally processed within 1–4 business days after they are successfully placed.

Business days do not include weekends or public holidays.

Order processing may include:

  • payment verification;

  • order verification;

  • preparation for fulfilment;

  • packaging;

  • address verification; and

  • transfer to the applicable shipping carrier.

Processing time is separate from delivery time.

For example, if your order takes 2 business days to process, the estimated shipping period begins after those 2 business days.

During periods of unusually high order volume, holidays, supplier interruptions, or other circumstances outside our reasonable control, processing may take longer.

 

 

2. Shipping Destinations

Facilis currently ships to customers within the United States only.

We do not currently offer international customer delivery.

Orders with shipping addresses outside the United States may not be accepted at checkout.

Shipping availability may also depend on:

  • product availability;

  • carrier service areas;

  • address validation;

  • fulfilment availability;

  • delivery restrictions; and

  • product-specific shipping limitations.

Certain remote, restricted, military, territorial, or otherwise difficult-to-service addresses may have limited shipping options.

If we are unable to fulfil an order to the address provided, we will contact you or cancel the affected order and issue an appropriate refund.

 

 

3. Standard Tracked Delivery

Our estimated delivery time for Standard Tracked Delivery is:

3–6 business days after the order has been processed.

This means total delivery time generally consists of:

1–4 business days processing
plus
3–6 business days standard delivery

Delivery estimates begin after order processing has been completed.

All delivery times are estimates and are not guaranteed.

 

 

4. Express Tracked Delivery

Where available, our estimated delivery time for Express Tracked Delivery is:

2–4 business days after the order has been processed.

This means total delivery time generally consists of:

1–4 business days processing
plus
2–4 business days express delivery

Express shipping applies to the shipping stage only.

Choosing Express Tracked Delivery does not eliminate or bypass the normal 1–4 business day order-processing period.

Express shipping availability may depend on the product, destination, fulfilment location, and carrier availability.

 

 

5. Delivery Estimates

Shipping and delivery times displayed on our website are estimates only.

Actual delivery times may vary depending on the destination or circumstances outside our reasonable control.

Possible causes of delay include:

  • shipping carrier delays;

  • high shipping volumes;

  • fulfilment delays;

  • severe weather;

  • natural disasters;

  • transportation interruptions;

  • public holidays;

  • incorrect or incomplete addresses;

  • carrier service disruptions;

  • customs or cross-border processing associated with fulfilment;

  • remote delivery locations; or

  • other circumstances beyond our reasonable control.

A delivery estimate should not be interpreted as a guaranteed delivery date unless we expressly state otherwise.

 

 

6. Fulfilment

Facilis works with independent third-party fulfilment and logistics partners to process customer orders.

Depending on the product and order, fulfilment may take place through overseas fulfilment partners before the package enters the applicable delivery network.

Your order may therefore pass through more than one logistics or carrier network during transit.

The estimated processing and shipping periods displayed in this policy already account for our normal fulfilment process.

Customers do not need to contact our fulfilment partners directly.

For any questions or concerns regarding a Facilis order, please contact:

thefacilis@gmail.com

 

 

7. Shipping Rates

Available shipping options and any applicable shipping charges will be displayed at checkout before you complete your purchase.

Shipping charges may depend on factors including:

  • the products ordered;

  • package size or weight;

  • destination;

  • selected shipping method; and

  • promotional shipping offers.

Where Facilis offers free shipping, discounted shipping, or another shipping promotion, the applicable terms will be displayed on our website or at checkout.

Express Tracked Delivery, where available, may cost more than Standard Tracked Delivery.

The final shipping amount shown at checkout will apply to your order unless there is an obvious technical or pricing error.

 

 

8. Order Confirmation

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

Please review your order information carefully.

If you notice an error in your:

  • shipping address;

  • name;

  • contact information; or

  • order details,

contact us as soon as possible at:

thefacilis@gmail.com

Please include your order number.

We will make reasonable efforts to assist you, but we cannot guarantee that an order can be changed once processing or fulfilment has begun.

 

 

9. Order Changes and Cancellations

Orders may begin processing shortly after they are submitted.

Once an order has entered processing or fulfilment, we may be unable to:

  • cancel the order;

  • change the product;

  • change the quantity;

  • change the shipping method; or

  • change the shipping address.

If you need to request a change or cancellation, contact:

thefacilis@gmail.com

as soon as possible.

If we are unable to cancel an order before shipment, you may be able to request a return or refund after delivery in accordance with our Refund, Returns & 60-Day Money-Back Guarantee Policy.

 

 

10. Tracking Your Order

Where tracking is available, you should receive tracking information after your order has been shipped.

Tracking information may be provided by email, through your order-status page, or through another tracking service connected to your order.

Please note that tracking information may not update immediately after a shipping label is created.

It can take some time for:

  • the carrier to receive the parcel;

  • the first tracking scan to appear;

  • packages to move between carrier networks; or

  • tracking systems to synchronize.

Temporary gaps in tracking updates do not necessarily mean that the parcel has been lost.

 

 

11. Tracking Has Not Updated

If your tracking information has not updated for several business days, contact us at:

thefacilis@gmail.com

Please include your order number.

We can review the available tracking information and, where appropriate, communicate with the relevant fulfilment or shipping provider.

Shipping carriers may occasionally experience periods where a package continues moving even though tracking information has not yet been updated.

 

 

12. Incorrect Shipping Addresses

Customers are responsible for providing complete and accurate shipping information at checkout.

Please carefully review your shipping address before submitting your order.

This includes checking:

  • street number;

  • street name;

  • apartment or unit number;

  • city;

  • state;

  • ZIP code; and

  • other relevant delivery information.

If you notice an error, contact us immediately at:

thefacilis@gmail.com

We will attempt to correct the address if possible.

However, we cannot guarantee address changes after processing or fulfilment has begun.

 

 

13. Orders Sent to an Incorrect Address

Facilis cannot guarantee a refund or replacement where an order was correctly shipped according to materially incorrect or incomplete information supplied by the customer at checkout.

If the package is returned to the sender or otherwise recoverable, we may be able to assist with reshipping or another solution.

Additional shipping costs may apply where a customer asks us to resend an order after providing an incorrect address.

This section does not apply where the address error was caused by Facilis or one of our service providers.

Any mandatory rights available under applicable law remain unaffected.

 

 

14. Failed Delivery Attempts

Shipping carriers may make one or more delivery attempts depending on their policies.

If delivery cannot be completed, the carrier may:

  • leave the package in a safe location;

  • redirect it to a pickup location;

  • attempt redelivery;

  • return the package to the applicable sender or fulfilment facility; or

  • provide additional delivery instructions.

Customers are responsible for monitoring available tracking information and responding to carrier notices where reasonably required.

If your package is returned because it could not be delivered, contact us so we can review the available options.

 

 

15. Packages Marked as Delivered

If tracking shows your package as delivered but you cannot locate it, please first check:

  • around the delivery location;

  • with other household members;

  • with neighbors where appropriate;

  • building reception;

  • building management;

  • parcel lockers;

  • mailrooms;

  • safe-drop locations; and

  • any delivery photograph or carrier notes.

If you still cannot locate the package, contact us at:

thefacilis@gmail.com

Please include your order number.

We will review the situation and may contact the relevant shipping or fulfilment provider.

 

 

16. Lost Packages

If an order appears to have been lost during transit, contact us at:

thefacilis@gmail.com

We may investigate the shipment with the applicable carrier or fulfilment provider.

If the package is confirmed lost or is otherwise determined to qualify for a remedy, we may provide an appropriate:

  • replacement;

  • reshipment;

  • refund; or

  • other solution.

Eligibility will depend on the circumstances of the shipment and our applicable policies.

 

 

17. Damaged Orders

If your order arrives damaged, contact us as soon as reasonably possible at:

thefacilis@gmail.com

Please provide:

  • your order number;

  • a description of the damage;

  • photographs of the product;

  • photographs of the packaging where applicable; and

  • photographs of the shipping label where reasonably available.

Please keep the product and packaging until your claim has been reviewed.

Eligible damaged-order claims may qualify for a replacement, refund, replacement parts, or another appropriate remedy under our Refund Policy or applicable warranty.

 

 

18. Missing Items

If an item is missing from your order, contact us at:

thefacilis@gmail.com

Please include your order number and details of what you received.

Some orders containing multiple products may arrive in more than one package.

For this reason, one part of your order may arrive before another.

We may review tracking information before determining whether an item is missing.

If an item is confirmed missing, we will provide an appropriate remedy.

 

 

19. Incorrect Items

If you receive an item materially different from what you ordered, contact us at:

thefacilis@gmail.com

Please include:

  • your order number;

  • a description of what was received; and

  • photographs where reasonably possible.

If we confirm that the incorrect product was supplied, we will provide an appropriate remedy in accordance with our Refund Policy.

 

 

20. Multiple Packages

Depending on the products included in your order, your purchase may occasionally be divided into multiple packages.

Packages may:

  • ship separately;

  • have different tracking numbers;

  • arrive on different days; or

  • move through different carrier networks.

Receiving only part of an order does not necessarily mean that the remaining products are missing.

Please check all available tracking information before contacting us.

 

 

21. Delivery Delays

Although we aim to have orders delivered within the estimated timeframes in this policy, delays may occasionally occur.

Facilis cannot guarantee exact delivery dates where delays are caused by circumstances outside our reasonable control.

However, if your order experiences a substantial or unusual delay, contact us at:

thefacilis@gmail.com

and we will help review the shipment.

 

 

22. Customs and Cross-Border Fulfilment

Facilis currently ships orders to customer addresses within the United States.

Some products may be processed through overseas fulfilment networks before reaching the United States.

Where customs, import processing, or other cross-border logistics procedures apply to the fulfilment process, they may occasionally affect delivery times.

Unless clearly stated otherwise at checkout, customers will not normally be required to independently arrange customs clearance for standard Facilis orders delivered within the United States.

If an unusual customs or import issue affects your order, contact us for assistance.

 

 

23. Returns

Returns are governed by our Refund, Returns & 60-Day Money-Back Guarantee Policy.

Facilis offers eligible purchases a 60-Day Money-Back Guarantee beginning on the date the order is delivered.

Depending on the product and reason for the refund, we may or may not require the product to be physically returned.

Do not return a product without first contacting Facilis.

If a physical return is required, we will provide the applicable return instructions.

 

 

24. Product Warranties

Certain Facilis products may include a specific warranty.

Warranty coverage varies by product and applies only where warranty coverage is expressly stated for that product.

A warranty is separate from our 60-Day Money-Back Guarantee.

If you experience a product issue after delivery, contact:

thefacilis@gmail.com

We will determine whether your issue falls under:

  • the 60-Day Money-Back Guarantee;

  • a product-specific warranty;

  • damaged-order coverage;

  • another applicable policy; or

  • rights available under applicable law.

 

 

25. Do Not Send Returns to Our Business Address

Our listed business address is:

6614 Ave U Unit #699
Brooklyn, NY 11234
United States

This address is provided for business identification and administrative purposes only.

It is not:

  • a warehouse;

  • a fulfilment center;

  • a customer-service office;

  • a retail location;

  • a return center; or

  • a package-receiving address.

Do not send products, returns, warranty items, or packages to this address.

If a return is required, Facilis will provide the correct return instructions after reviewing your request.

 

 

26. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes to:

  • shipping providers;

  • fulfilment arrangements;

  • delivery options;

  • processing times;

  • shipping destinations;

  • business operations; or

  • applicable requirements.

The most current version will be displayed on this page with an updated "Last Updated" date.

Where appropriate, the shipping terms shown at checkout at the time an order is placed will apply to that order.

 

 

27. Contact Us

For questions about:

  • order processing;

  • shipping;

  • tracking;

  • delivery;

  • missing packages;

  • damaged orders;

  • incorrect orders; or

  • shipping delays,

please contact:

Business name: Facilis
Email: thefacilis@gmail.com
Business address: 6614 Ave U Unit #699, Brooklyn, NY 11234, United States

Important Address Notice

The address above is provided for business identification and administrative purposes only.

It is not a mailing, return, warehouse, or customer-service location.

For all shipping and order-related communication, contact:

thefacilis@gmail.com