FAQs
ORDERS & PRODUCTION
When can I expect a reply from customer support?
Our support team operates 9:00 AM – 5:00 PM (EST), 7 Days a Week. We aim to respond to all emails within 12 business hours during this time.
Are your items pre-made or ready to ship?
All of our items are made to order. We begin the design, printing, and production process immediately after your payment is successfully received. We do not hold stock for most products.
How long does it take to produce my custom order?
Our typical production time for your custom item is 4–7 business days. This preparation time is required before your order is dispatched and does not include shipping time.
Can I cancel my order?
Yes, you can cancel your order if your request is made within 24 hours of placing the order and the order has not yet shipped. Orders that have already shipped cannot be canceled; please refer to our Cancellation & Order Change Policy for further assistance.
Why is the change/cancellation window only 24 hours?
Since all of our products are made to order and often involve customized printing, we begin processing your design and preparing materials almost immediately after your payment is received. The 24-hour window is a hard deadline necessary because, after that time, your item enters the production line, making changes or cancellations impossible.
Can I change my order details (customization, sizing, or shipping information) after placing the order?
Yes, we understand that mistakes happen. You can request changes to your order if the request is made and confirmed within 24 hours of placing the order, provided the item has not yet shipped or entered production. Please contact our customer support team immediately with your order number and the exact details you need to modify.
What happens if I miss the 24-hour change/cancellation window?
If you contact us after the 24-hour window has passed, we unfortunately cannot guarantee any changes to the customization details, sizing, or colors. Once the item has entered production, we are committed to fulfilling the original order. You will then need to refer to our Return and Exchange Policy once you receive the product.
SHIPPING & DELIVERY
Do you offer international shipping?
Yes, FUKAHOME offers international shipping! We are delighted to make our products available to customers worldwide. In the rare event that we cannot deliver to your specific area due to shipping restrictions, we will promptly cancel your order and issue a full refund.
How long will it take for my order to arrive after it ships?
Delivery times are estimates and cannot be guaranteed. Once production is complete, here are the estimated standard shipping times:
| Region | Estimated Shipping time | Standard Shipping Cost | Estimated Delivery Time (Total Time) |
| United States (Contiguous US) | 4–7 business days | FREE Shipping | 8–14 Business Days |
| U.S. Military Zone | 10-15 business days | FREE Shipping | 14-29 Business Days |
|
U.S. Unincorporated Territories (PR, VI, GU, MP, AS) |
10-15 business days | FREE Shipping | 14-29 Business Days |
| European Union (EU) | 10-15 business days | $7.99/item | 14-29 Business Days |
| Great Britain/United Kingdom | 7-9 business days | $5.99/item | 11-23 Business Days |
| Canada | 7-12 business days | $7.99/item | 11-26 Business Days |
| Rest of The World | 10-15 business days | $14.99/item | 14-29 Business Days |
* Note: Please allow 2–6 additional days due to external factors beyond our control
Will I receive a tracking number for my order?
Yes, once your custom order is produced and shipped, we will provide you with a tracking number via email so you can easily monitor its progress.
Why is my delivery taking longer than the estimate?
Delivery times are estimates only, as delays are outside of our direct control once items are in transit. Common causes for delay include: Peak Seasons/Holidays, Customs Clearance (for international orders), and Unforeseen Carrier Issues.
What is your policy if I provide an incorrect shipping address?
It is crucial to provide the correct and complete shipping address at checkout. FUKAHOME cannot be held responsible for packages returned to us due to an incorrect address.
Correction Window: You have a 24-hour window after placing your order to update your shipping address by contacting us immediately.
Items Returned Due to Incorrect Address: If an item is returned to our warehouse due to an uncorrected address, the customer is responsible for covering the reshipment fee to have the order sent out a second time.
What if my tracking shows "delivered," but I have not received my order?
Please contact us immediately if your tracking shows "delivered" but the package is missing. We will assist by contacting the carrier. However, once delivery is confirmed by the tracking information, FUKAHOME cannot issue refunds or replacements for missing packages. Please use a secure and reliable delivery address.
What if my order is delayed beyond the expected timeframe?
If your order is delayed beyond the estimated delivery timeframe, please contact us immediately. We will swiftly investigate to locate your shipment and resolve any issues.
RETURNS & EXCHANGES
What is your policy timeframe for returns and exchanges?
We offer a 30-day return and exchange policy starting from the date you receive your item.
Do you accept returns for a refund?
We only accept returns for a full refund if the product is defective, damaged, or significantly incorrect due to an error on our part. We do not offer refunds for change of mind or customer errors (such as choosing the wrong size).
Do you accept exchanges?
Yes, we accept exchanges.
For Defective Items: We will replace the item and cover all shipping costs.
For Size/Design Change (Non-Defective): The customer is responsible for all associated shipping fees to return the original item and ship the new item. (Item must be in original, unused condition).
What should I do if my item arrives damaged or incorrect?
Please inspect your order carefully as soon as you receive it. If you discover any defects, damage, or incorrect items, contact us right away at info@fukahome.com. To expedite the process, please take a clear photo of the damaged item and email it to us. We will arrange for a suitable solution or a prompt replacement.
How do I process a return or request an exchange for a defective item?
Contact Us: Email our customer support team at info@fukahome.com within 30 days of receipt.
Provide Evidence: You must provide clear photos showing the defect or error (e.g., photo of the damage, or a photo showing the size discrepancy against a measuring tape). Our team will guide you through the process for a suitable replacement or refund.
What condition must the item be in for an exchange?
For any exchange, the item must be in its original, unused condition and original packaging, with all original tags still attached. Products must not have been washed, worn, or used in any way.
PAYMENT METHODS
What payment methods do you accept?
We proudly accept all major payment options for a secure checkout: Credit & Debit Cards (Visa, Mastercard, American Express, and Discover) and PayPal (including linked card/bank accounts).
Does PayPal handle international currencies?
Yes. If your local currency isn't directly supported, PayPal will automatically convert the payment to US Dollars (USD) during checkout.
Why do credit card payments sometimes fail?
Card payments can fail for reasons including: International Transaction Authorization (contact your bank), Insufficient Funds, or Incorrect Information (double-check details).
How can I resolve a payment issue?
Try an Alternative Card or Verify that your shipping and billing information match the details associated with your payment method.
Why is my payment still "Pending" after I have paid?
A "pending" status means the payment is still being processed. If the payment has been deducted from your account but the order status remains "Pending" for an extended period, please contact us immediately via email at info@fukahome.com for assistance.
How secure is my payment information?
Your security is our top priority. We utilize industry-standard secure payment methods and employ 3-D Secure technology (including Verified by Visa and Mastercard SecureCode) to protect your transaction.
How do I know if my payment has been received?
You can check your order status on our website for confirmation, and your bank or payment provider will typically send you a confirmation email.
POLICY UPDATES
FUKAHOME reserves the right to update these policies at any time without prior notice. We encourage customers to review these policies periodically to stay informed of any changes. We strongly recommend reading our policies carefully before placing an order. If you have any questions, our customer support team is always here to help.
Contact us if you have any questions:
- Customer Support Hours (Email/SMS): 9:00 AM – 5:00 PM (EST), 7 Days a Week.
- Email: info@fukahome.com (We aim to respond to all inquiries within 12 business hours.)
- Phone Support (messages only): +1-251-202-6108 (This line supports SMS/text messages. We do not currently offer phone call support via this number.)
- Company Headquarters address: 97 Ngo Sy Lien, Tan Son ward, Thanh Hoa city, Thanh Hoa province, Vietnam
- Warehouse Address: 540 S Yarrow St, Oregon, OH 43616, United States
FUKAHOME is jointly operated by FUKA HOME Limited Liability Company
