Refund policy
Order Cancellation Policy
If you would like to cancel a pending order, immediately contact our team at storesupport@faistore.us. If your order has not shipped, our team will make every effort possible to cancel your order. If the request cannot be granted, our team will reach out directly and inform you of the request denial.
Exchange Policy
The FAI Store has a 14-day exchange or store credit policy for all eligible items. Please refer to the sections listed below to determine if an item is eligible for exchange or store credit policy.
You can always contact us for any exchange question at storesupport@faistore.us.
Food Products
To maintain the utmost safety and value for our patients, all food item sales are final. However, the FAI Store may grant an exception for the following reasons:
- An item was damaged during shipment
- An incorrect item was received
- An item is defective, spoiled, or past its listed expiration date
Merchandise
We have a 14-day exchange or store credit policy for clothing, which means you have 14 days after receiving your item to request exchange or store credit. All accessories and non-clothing items are final sale (This includes hats, bags, cups, mugs, etc).
To be eligible for an exchange or store credit, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt for proof of purchase.
To start an exchange, you can contact us at shop@foodallergyinstitute.com. If your exchange is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted.
You can always contact us for any clothing exchange questions at shop@foodallergyinstitute.com.
There may be exceptions for items that meet at least one of the following conditions:
- An item was damaged during shipment
- An incorrect item was received
- An item is defective, spoiled, or past its listed expiration date
How to Initiate an Exchange
All return requests must be initiated within 14 days of receiving the item. To initiate a exchange, please contact our team at storesupport@faistore.us. To expedite your request, please include "Exchange Request" and your order number in your email's subject line (e.g. "Exchange Request Order 12345").
Exchanges
We will notify you once we’ve received and inspected your item(s), and let you know if the exchange was approved or not. If approved, you’ll be issued store credit within 10 business days. Please stay on the lookout for an email with details in regards to your return from shop@foodallergyinstitute.com.