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Customer Service

Privacy & Security

ftl-thinking.com does not store any credit card or personal information on its servers.

The ftl-thinking.com Shop is a secure payments store, powered by PayPal. The site is encrypted with 256 bit SSL encryption and runs on the open source Magento platform.

Shipping Policies

We ship only to locations within the 50 States of the United States.

The shipping department operates on the following days: Monday, Tuesday, Thursday and Friday. Most orders are processed within 1-3 business days. Orders are not processed on weekends, so any orders placed on Friday afternoon through Sunday will not be processed until the shipping department resumes normal activity the next business day.

We send packages by FedEx and USPS. All FedEx packages are shipped Ground (typical transit time of 1-7 business days, depending on your location) and will include a tracking number.

USPS service is utilized ONLY:

1) When a PO Box is used

2) When this service is requested in the "Order Instructions/Comments" box during the "Step 4: Order Confirmation" page of the checkout process AND the package weight is 14 ounces or less

For USPS requests, indicate your preference for USPS First Class shipping and include a request for the difference in shipping cost, if applicable. The difference in shipping cost will be refunded onto the card you used for the purchase.

When you place an order with us, you will receive a confirmation email with your order details, and you will continue to receive correspondence as the status of your order is updated. Customers who check out as guests will not have an account to check on order status and will not receive some correspondence emails.

Our shipping rates reflect the policies of the companies that we use to ship our products and product weights will be rounded up to the nearest full pound. Shipping rates include handling and packaging.

Although separately stated shipping charges are exempt, handling charges are subject to the Virginia sales tax. Because the shipping in our transactions are combined with a handling fee as a single charge, the entire amount of charge is taxable.

Returns and Replacements Policies

ALL RETURNS REQUIRE PROPER AUTHORIZATION.

Do not return a product without first notifying a customer support technician in Faster Than Light Thinking, LLC support group. 

Please note that all returned items are subject to a 15% returns fee. This returns fee does NOT apply to returns of defective items.

Returns Policy

All unopened and opened items may be returned as long as all the packing materials are returned in good condition, at our sole discretion, within 14 days from the time they are received by you. Buyer is responsible for all shipping costs.

Exchanges Policy

At the sole discretion of Faster Than Light Thinking, LLC, exchanges may be made on used starter kits only within 14 days from the date the package is received. No exceptions are made on products owned over 14 days, and e liquid, refill cartridges and other accessories cannot be exchanged. Buyer is responsible for all shipping costs.

Replacements Policy

We will replace defective parts within 30 days from the day you receive your package. After 30 days, claims for defective parts need to be made directly to the manufacturer.

Ordering

To order from the ftl-thinking.com Shop, simply click the "Add to Basket" button on the product that you want and then use the "Proceed to Checkout" option from the right-hand-side of the page. This will prompt you to register your details on the site and provide your billing and delivery information. Your credit card details will not be taken on the ftl-thinking.com Shop, but instead on the Pay Pal secure payments page. Once your payment is completed your order will be processed and you will receive a confirmation email from ftl-thinking.com within a few minutes.

Payment, Pricing & Promotions

Faster Than Light Thinking, LLC reserves the right to change its prices and promotions at any time without prior notice.

Viewing Orders

You can review your previous orders by logging in to the ftl-thinking.com Shop and clicking on "My Account", and then choosing the option "View my Orders".

Updating Account Information

You can update your profile on the ftl-thinking.com Shop by logging in to the site and clicking on "My Account", then "Edit my Account Details".