Refund policy
Firefly Harbor Return & Refund Policy
Our Commitment
We want you to feel confident ordering from Firefly Harbor. Many of our products are created or prepared specifically for each order, so our return policy is designed to address damaged, defective, incorrect, or lost items while recognizing the made-to-order nature of our products.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive an incorrect item, please email Returns@FireflyHarbor.com within 30 days of delivery.
Include your order number, a description of the issue, and clear photographs showing the product and any damage or defect. Once we review your request, we will work with you to arrange an exchange, replacement, or refund.
Please do not return an item without contacting us first. Items must be unused, in original packaging, and with all tags attached.
Made-to-Order and Personalized Products
Many Firefly Harbor products are produced specifically after an order is placed. Because these items are made to order, we generally cannot accept returns or exchanges for personalized items or for any of the following reasons:
- Change of mind
- An incorrectly selected size, color, finish, style, or other option
- Customer-provided personalization errors
- Items that have been used, altered, or damaged after delivery
Please review all product selections and personalization carefully before submitting your order.
This does not affect our commitment to resolving items that arrive damaged, defective, or materially different from what was ordered.
Order Changes and Cancellations
Production may begin shortly after an order is placed. There is a 15 minute window from time of purchase to mark the order as cancelled directly from your account. If you need to change or cancel an order after that time period, please email us as soon as possible.
We will make a reasonable effort to accommodate your request, but changes and cancellations cannot be guaranteed once production has begun.
Lost or Missing Packages
If tracking indicates that your package has been lost in transit or your order has not arrived within the expected delivery window, please contact us promptly so we can investigate.
For packages marked as delivered but not received, we may ask you to check with household members, neighbors, the carrier, or your local delivery office before further action can be taken.
Please contact us no later than 30 days after the estimated delivery date regarding a package believed to be lost in transit.
Incorrect Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout. If you discover an address error, contact us immediately.
We will attempt to correct the address before production or shipment when possible, but changes cannot be guaranteed once an order has entered fulfillment. Additional costs resulting from an incorrect or incomplete customer-provided address may be the customer's responsibility.
Refunds
Approved refunds will be issued to the original payment method once we receive and inspect your return. Processing times after a refund is issued vary by bank or payment provider.
Original shipping charges are generally non-refundable unless the refund results from a qualified error with your order or another circumstance in which Firefly Harbor determines that a shipping refund is appropriate.
How to Request Help
To request a replacement, refund, cancellation, or other assistance with an order, contact Firefly Harbor at:
Returns@FireflyHarbor.com
Please include your order number and enough information for us to understand and review your request.
Nothing in this policy limits any rights available to you under applicable law.