FAQs

Find answers to frequently asked questions below. If you need assistance or have other questions, you can submit a support ticket using the help widget at the bottom of your screen or contact us.

We accept VISA, Mastercard, and Amex credit cards for payment.

What if my payment is declined?

1. Check to ensure the credit card is VISA, Mastercard, or Amex.
2. Confirm that your billing address matches exactly.
3. Check for insufficient funds.

When will my item ship?

All items in inventory typically ship within two to three business days after order placement.

Where do items ship from?

Inventoried items ship from our warehouse located in Durham, North Carolina.

How do I get tracking information?

You will receive tracking information when your order ships. If the tracking link does not bring you directly to the shipment status, please copy your tracking number and paste it here: https://instantparcels.com/find-carrier-by-tracking-number

How can I change my order?

Please contact customer service immediately so that we can stop your shipment!

Why do I see "Brand Fuel" on my credit card statement?

Brand Fuel is the third-party provider of this website. Your credit card statement will list your purchase in USD and your local currency. Any charges for international purchases will be the responsibility of the purchaser.

How do I use my gift card and/or check the balance?

During checkout, under payment select Gift Card instead of Credit Card. Enter your gift card code in the provided box and click apply. Any remaining balance will be available on your account for future orders.

Return/Refund Policy

Brand Fuel is committed to unparalleled service and quality products. If you are not completely satisfied with your order, we will gladly accept your return and provide a full refund, minus the cost of shipping.

You may return unwashed, unworn, and unused merchandise within 30 days of the receipt of your purchase for a full refund of the purchase price, minus shipping, and handling. Exchanges can be made for in-stock merchandise of equal or lesser value. Please note that exchange orders will be shipped at the customer’s expense. Please email our Customer Service team at customerservice@brandfuel.freshdesk.com within 30 days of the receipt of your purchase. A return authorization number (RA#) will be assigned to your order. The RA# is required for your full refund.

Please note that to begin processing a return/refund or exchange our team will require photo documentation of any damaged or incorrect product to verify.

When shipping your return item, include the packing slip, if available, and wrap the package and contents securely.

Once a refund has been approved, please allow for 5-10 business days to process.

If you received damaged or defective merchandise, please contact us by email at customerservice@brandfuel.freshdesk.com immediately! We will ship the damaged merchandise back at our expense. We will replace the item or issue a full refund after we receive the damaged/defective product. You will not be charged any additional shipping or handling fees for replacement.

In the unlikely event that your order does not arrive to its destination, please contact Brand Fuel Customer Service at customerservice@brandfuel.freshdesk.com immediately and within 30 days of your order shipping. At that time, we will initiate an investigation, and either refund or replace your order. We are unable to offer refunds or reshipments after 30 days due to carrier policies.