Shipping & Returns

PLEASE NOTE:

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.


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Shipping
Returns & Cancellations

Shipping

We ship all over the world. At checkout, the shipping options for your area will be calculated.

Due to high demand and global cargo disruptions for bulk shipments, we started shipping directly from our Hong Kong warehouse exclusively to get your order out as quickly as possible.

But now we are shipping our 18-pack Buttons, as well as the Get Started, Basic Vocab and They Can Talk Kits out of our new US warehouse. 

Shipping options from the US warehouse include (but are not limited to):

Standard 2-day: after your order has been fulfilled by the warehouse (2 -4 business days), UPS will deliver your package in 2 days (please allow for delays caused by high volumes and environmental factors). Select US orders only.

USPS Priority Mailafter your order has been fulfilled by the warehouse (2 -4 business days), their estimated delivery time is 2-3 days. Select US orders only.

USPS Priority Mail International: after your order has been fulfilled by the warehouse (2 -4 business days), their estimated delivery time is 6-10 days.

USPS First Class Package International: after your order has been fulfilled by the warehouse (2 -4 business days), their estimated delivery time is 7-21 days.

 

Items shipping from our Hong Kong warehouse include: Soundboard Carriers, Sticker Sheets, and individual Buttons and HexTiles.

Some of the shipping options for orders out of our Hong Kong warehouse include:

Service Speed* Tracking Cost Insurance
HKPost EExpress Postal/ Standard** Slower – 1 - 3 wks + Minimal/ Milestones Inexpensive No
DHL Ecommerce Postal/ Standard** Slower – 1 - 3 wks + Minimal/ Milestones Inexpensive No
DHL Express Courier 2 - 7 days Excellent Moderate Yes (Up to US$100)
FedEx Courier 2 - 7 days Excellent Moderate Yes (Up to US$100)

* Delivery speeds vary and are dependent on volume, location, and destination. During the holiday season, shipping times can increase by an additional two weeks.

** Packages are handed over to the destination post office for last-mile deliveries and tracking is dependent on their tracking system.

 

PLEASE NOTE: Orders shipping from both warehouses will arrive separately in two packages.

 

Backorders

Due to high demand, some of our products may be on backorder. Once stock is available, pre-orders will be shipped within 14 business days. You will receive your tracking number by e-mail - from the Hong Kong warehouse when your order has been scanned by the shipping service you have chosen; from the US warehouse when your order has been picked and packed.

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 such as DHL, or FedEx, 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. United States customers are not charged import duties for orders under USD $800.

Lost or Stolen Products

Package lost or stolen? We’re sorry to hear it. Many items are found within a couple of days. Here are some things to try…

  • 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

If it has been more than 24 hours and your shipping option was FedEx or DHL Express, contact us at  info@fluent.pet with your tracking number so that we can start a claim for you as these carriers provide package liability insurance covering up to US$100. Postal services are less expensive options 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.

Shipping Inquiries 

Nearly all kits 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 7 days before contacting info@fluent.pet. Once this time has elapsed, we will initiate an investigation into your order’s progress and whereabouts.

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 e-mail and will get back to you as soon as possible. Please check your spam folder if you don’t see a response from us.

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 and HexTiles, the button boxes and HexTile bags 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.

You will be responsible for paying return shipping costs.

Cancellations:

For items shipping out of our Hong Kong warehouse (Soundboard Carriers, Sticker Sheets, and individual Buttons and HexTiles), your order can be cancelled right up until the moment it ships. Once it has left the warehouse, however, it is literally out of our hands.

For items shipping out of our US Warehouse (18-pack Buttons, Get Started Kits, Basic Vocab Kits and They Can Talk Kits), you have up until the moment your order is picked and packed (that is when you should receive your tracking information - please check your SPAM folder).

We do our best to make our customers happy and will gladly help you make changes to your order. Please Note: that while we can make shipping address changes, we can’t make changes to your billing address or carrier option.

Changes to your order can be made up until the moment it has been shipped from the Hong Kong warehouse, or picked and packed if shipping from the US warehouse.