FAQs
Have a question? Here are answers to the things our customers ask most. If you don't see what you're looking for, email us anytime at support@flaxember.com and we'll be happy to help.
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Need Help?
Still have a question? We're a real person away. Email us anytime at support@flaxember.com and we'll get back to you as soon as we can, usually within one business day.
Orders & Shipping
How long until my order ships?
We usually ship within 1-2 business days (excluding weekends and holidays). Once it's on its way, you'll get an email with tracking so you can follow it to your door.
Do you offer free shipping?
Yes! Enjoy free standard shipping on all U.S. orders over $50. For orders under $50, shipping is calculated at checkout.
Where do you ship?
We ship across the United States and to select international regions. If your country isn't available at checkout, we're not able to ship there just yet, but we're always growing, so check back soon.
Do you ship internationally? What about customs fees?
We do ship to select international regions. Please note that import duties, taxes, and customs fees aren't included in your order total and are the responsibility of the recipient, as set by your local customs office.
How do I track my order?
You'll receive a shipping confirmation email with a tracking number once your order ships. If you haven't seen it within a few business days, email us at support@flaxember.com and we'll take a look.
Can I change or cancel my order?
We pack orders quickly, so we may not be able to make changes once an order is placed. Reach out to us right away at support@flaxember.com and we'll do our best to help before it ships.
Returns & Refunds
What's your return policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible, items must be in the same condition you received them: unworn or unused, with tags, and in the original packaging, along with your receipt or proof of purchase.
How do I start a return?
Just email us at support@flaxember.com to start a return. If it's accepted, we'll send you a return shipping label and instructions on where to send your package. Items sent back without first requesting a return can't be accepted.
When will I get my refund?
Once we've received and inspected your return, we'll let you know if it's approved. If approved, you'll be refunded to your original payment method within 10 business days. Your bank or card company may need a little extra time to post it.
Are any items non-returnable?
Yes! Personal care goods (such as beauty and skincare products), perishable goods, custom or personalized items, and hazardous materials can't be returned. We also can't accept returns on sale items or gift cards.
What if my item arrives damaged or wrong?
Please inspect your order as soon as it arrives and contact us right away at support@flaxember.com if anything is defective, damaged, or incorrect. We'll make it right.
Good to Know
What payment methods do you accept?
We accept major credit and debit cards, plus accelerated checkouts like Shop Pay, Apple Pay, Google Pay, and PayPal. You'll see all available options at checkout.
Is my payment information secure?
Yes. Checkout is handled securely through Shopify, and we never store your full card details.
Do you have a rewards program?
We do! Earn points on purchases and other cozy actions, then redeem them for rewards. Visit our Rewards page to join and start earning.
Do I need an account to order?
No, you can check out as a guest. But creating an account makes it easier to track orders, save your details, and earn rewards.
How do I care for my products?
Care details are listed on each product page. If you can't find what you need, email us at support@flaxember.com and we're happy to help.