Returns Policy

Returns & Exchanges

GENERAL RETURNS POLICY:

We offer a 90-day guarantee (from the purchase date).

For sanitary reasons products or merchandise - like underwear & intimates, will only qualify for a refund, if unused, unopened (packaging still sealed) and in it's original condition.
All packaging must be free of any markings, rips or defaced in any way.
Returned items not meeting with these requirements may not qualify for a refund or
may be subject to a 25% damaged goods fee.

FIRMAWEAR PRODUCTS RETURNS POLICY:

Firma offers a 90-day customer satisfaction guarantee (from the purchase date).
All garments are subject to inspection.
Product skews start with "FM"

INVEL BIOCERAMIC PRODUCTS RETURNS POLICY:

Invel offers a 30-day customer satisfaction guarantee. (from the purchase date).
Returns must be made within 30 days from the delivery date (tracking will show delivery day).
All merchandise must be unwashed and unworn with the original hangtags attached.
All garments are subject to inspection.
Product skews start with "IVL"

Exchanges: Yes, you can change the size of your garments.

There are no administration fees, if you need a different size or would like to exchange your goods for a different product.
We will even pay for the shipping of the goods back to you.
You will need to pay the postal fee for mailing it back to us (address for specific product will be email to you with your RA # (please check your spam and junk folders as our messages to you may end up there in error).
You will still need a Return Authorization Number (mandatory).
Please follow the instructions below.

Refunds: If you are not completely satisfied, you may return the item(s) with the 30 or 90 days depends on brand (see above for brand name conditions) for a refund.

All refunds are subject to a 15% administration fee.
You will need to pay the postal fee for mailing it back to us.
Original shipping fees cannot be refunded unless there was an error on our part.
You will still need a Return Authorization Number(mandatory).
NO refunds on any "Manufactured Seconds".
Sorry. NO refunds on any "underwear & intimates".
Allow up to 45 days for processing refunds.

Guidelines & Instructions:

Step 1)

Request your Return Authorization Number (RA#) (mandatory).

For prompt customer service, please provide:

Your Full Name
Your Full Address
Your Phone Number
Your Order id#
The Date of your order
If the garments have been worn
The reason you are requesting an RA#

When submitted, your request is emailed to our returns department for approval.

When approved, you will be emailed a return authorization number.

If your return request is denied, you will be notified as to the reason. All decisions of the returns department are final.

Step 2)

Download, print, fill out and include the applicable form (PDF File) inside your package:

A) Firma Products: FM RETURN FORM

B) Invel Products: IVL RETURN FORM

C) FarinfraredFashion Products: FIF RETURN FORM

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Step 3)

Include a copy of the original invoice.

Step 4)

Carefully package the goods in a sturdy envelope or box.

Step 5)

Mail Products to their product specific Returns Department.

UPDATE Nov 2022: The specific address will be emailed to you along with your RA # once this request has been recorded into the system.

Step 6)

Display your Return Authorization Number prominently on the outside of the package or box to avoid processing delays. (Your personal RA# will have been emailed to you from step 1).

Step 7)

Attention US & International Customers:

You will need a Customs Declaration form from your local post office. The US Customs forms are GREEN, and most International ones are WHITE. See sample below.
Write "Canadian Manufactured Goods Being Returned" in the "Contents" box.
Write a Dollar value of $0.00 in the "Value" box.
Improperly returned merchandise may not be accepted or may be assessed a fee to cover the cost of any customs duty and taxes.

Sample of Customs Form from postal outlet:

USPS Customs Label Sample

For full USPS Customs details from the USPS website, go to: https://www.usps.com/

Returned items must be prepaid and sent by standard mail.

Sorry, we cannot accept packages that are sent by courier or packages that request duty charges. Best to follow guidelines above

Upon receipt of the returned merchandise, in accordance with the policies listed above:

we will exchange the item for a different size or
will credit your Credit Card or
send you a refund check or
issue you a discount coupon or
apply the credit to your account here with us that you may use towards future purchases.

CLICK HERE to request a Return Authorization Number.