Shipping & Returns

Important Message Concerning Shipping Times

Couriers and postal services have been overwhelmed with a high volume of packages and backlog, causing delays with delivery times. While we are working closely with our shipping partners, once packages are with the shipper, there is little we can do to expedite or change your order. To track your orders, check the shipper’s tracking service for the most up-to-date information.

Shipping

We ship all over the world with a few exceptions. The shipping options and fees for your area will be calculated automatically during the checkout process.

Order fulfillment can take up to 2 - 4 business days. How quickly your order gets delivered to you will depend on the shipping option chosen and if there are delays due to weather, high volumes, etc. at any of the facilities that your package has to travel through.

Shipping options for US residents only: 

  • Quick (2-3 days) Cannot be used for PO box addresses 
  • Saver (4-10 days)
  • Standard (3-6 days)

    When free shipping is available it will only apply to shipping addresses within the Contiguous United States for orders with a subtotal of $99.00 after discounts are applied.

    International Orders are shipped through our international shipping partner Passport, who hands packages over to your local carrier service for that last mile of delivery. You are given your own URL so you can follow your package and get your shipping questions answered by the experts!

    International Orders can be delayed due to high volumes caused by the holidays.

    Shipping Inquiries

    Nearly all orders/packages arrive by or before the estimated delivery date, although some are delivered after. If your kit has not arrived on the estimated date, we ask that you hold on for an additional 14 days before contacting info@fluent.pet. Once this time has elapsed, we will initiate an investigation into your order’s progress and whereabouts.

    Pre-Orders

    Due to high demand, some of our products may be on backorder. Please refer to the product page or your order confirmation email for any details as to when your item will ship.

    Please Note: Orders containing in-stock and out-of-stock items will not ship until the out-of-stock item is available.

    Taxes and Duties

    For shipments outside of the United States, taxes and duties will be charged (country government fees). If you have chosen to use a courier service, they will charge a fee of approximately USD $15. Unless you choose to pre-pay for taxes and duties at checkout, you will likely be required to pay these fees when you pick up your order at your post office or customs office.

    Lost or Stolen Products

    Package lost or stolen?We’re sorry to hear it, but many packages are found within a week from when the tracking says it’s been delivered. If your package doesn’t show up in 7 days, please email our Customer Support team at info@fluent.pet.

    Also, please be sure to:

    • Verify that the shipping address used by the carrier is correct
    • Look around the delivery area like back doors, behind bushes, etc.
    • Check with neighbors and household members
    • Check for a notice of attempted delivery

    Our Saver and Standard shipping options are less expensive and do not offer insurance coverage for missing packages. UPS does offer limited insurance but often claims are denied for packages scanned as delivered or stolen packages. For a stolen delivery, we recommend the incident be reported to your local authorities.

    Returns & Cancellations

    To initiate a return or cancellation, please contact us at info@fluent.pet and include your order number, name and/or e-mail address used to place the order, or the shipping address. For security and accuracy we need two points of reference to confirm an order.

    Our Customer Support team is happy to help! We reply to every email and will get back to you as soon as possible. Please check your spam folder if you don’t see a response from us in 24 -48 hours.

    Returns:

    For a kit to be eligible for a return, the seal must not be sliced, broken, torn or lifted from the blue FluentPet box. For single buttons, HexTiles, and accessories, the boxes and bags, respectively, cannot be opened or torn. We consider that to be opened and opened products are not eligible for refunds or returns. For the safety of our learners and their parents, we cannot accept returns on opened or used products as they can't be resold.

    You may return products that have been verified unopened within 45 days of delivery or purchase (whichever is later) for a refund less original shipping costs. For shipments to countries with import taxes and duties, these fees must be paid by customers, or refunds can’t be issued. Refunds can be provided for refused deliveries; however, the cost of the return shipping fees will be deducted.

    You will be responsible for paying return shipping costs.

    Cancellations:

    If you need to cancel your order, you have until the moment the warehouse has picked and packed it. This can happen quickly, so a cancellation request might not be possible!

    Our Customer Support team does their best to respond to all email, chat and contact form submissions in a timely manner, but we currently do not have 24/7 coverage.

    Changes:

    We do our best to make our customers happy and will gladly help you make changes to your order up until it has been picked and packed.

    Please Note: that while we can make shipping address changes, we can’t make changes to your billing address or carrier option.