It is possible to cancel the order when this hasn’t been dispatched yet. Please contact us on 608.424.2524. If the order has already been dispatched, please see section dealing with ‘Returns and Refunds’.
As shipping costs vary by location and weight, all shipping costs should be calculated on the checkout page. To determine costs please add the items you plan to purchase to your Formechdirect shopping cart, proceed to checkout and enter your shipping address details. The website will show the shipping costs for your order prior to entering your billing information and completing the checkout process.
Some Standard Shipping orders are trackable however, we cannot guarantee a trackable service for all Standard Shipping orders. If your order is trackable, we'll email you a link to your tracking information once your parcel has left our warehouse.
UPS Shipments that do not require a signature can be left in a safe place, out of sight and out of weather, at the driver's discretion. This could include the front porch, side door, back porch, garage area, or with a neighbor or leasing office (which would be noted in a yellow UPS InfoNotice® left by the driver).
We're really sorry if you've received an email saying one or more of the items you've ordered is out of stock. When this happens it means we thought we had stock of the item when you placed the order. However, when we went to pack your order up we realised we didn't have the item available anymore.
We will contact you either by phone or email to let you know if or when the item will be back in stock.
We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods.
If you wish to return an item, you have 14 days from receiving the items to do so. Please call us on 608.424.2524 requesting instructions on how to return items. Do not return items prior to contacting us. Once the return process has started, we will email you a return form as well as instructions.
We will issue the refund once we receive and check the product. We try to process all returns within one week of delivery to our warehouse.
We will not refund delivery charges. You will also be liable for any return cost if you ask us to arrange the collection.
If your product is unused, defective, or was received in error, we can issue you a refund or exchange. If you are having issues with a machine, please contact us first before returning anything.
The more information we have, the faster we can identify and resolve your issue, so please make sure all information is completed in the return form.
In the unlikely event that an item is returned to us in an unsuitable condition and not in its original package, we may have to send it back to you or charge you for any costs we incur to repair the item to its original state.
If you've returned items for a refund, we'll complete your refund within 7 business day of receiving your return at our warehouse.
We'll send you an email to confirm we've received your return parcel and the details of your refund. Once you receive this email, it can take up to 10 business days for the funds to reach your account. This timeframe is dictated by your payment provider and we can't speed it up.
If you're waiting on a refund issued by our Help team, then it can also take up to 10 business days for the funds to reach your account from the date that we confirm your refund has been completed.
You need to enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the 'Discount Code' box (you'll find it on the 'Checkout' section, on the right of the items you've ordered).Once you've entered the code, click on 'Apply coupon' and it will apply to your order. You'll be able to check this underneath the items as the discount value will have been removed and the price amended.
You must enter the discount/promo code when you are checking out as it can't be applied later.
If you find that your promo code isn't working, then please check the below:
- You can only use one discount/promocode per order. This applies to our free delivery codes too.
- As our discount/promo codes vary so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website. You can also check out our general terms and conditions regarding promo codes by looking in the Promo Codes part of our T&Cs here.
- If your discount code is still not working after checking all of the above, then please call us on 608.424.2524.
Our customers’ security is really important to us and we're committed to ensuring we keep our customers safe. In order to do this, we perform security checks on some orders.
If we're unable to validate your order, we may get in touch to ask for a little more information from you.
Part of our security checks may leave a soft footprint. We don't undertake any credit checks when confirming your order and rest assured these security checks won’t affect your credit rating.
In the unlikely event of unauthorised use of your card or payment method, you must report the transaction to your payment provider. We also recommend that you contact us – just click here to get in touch.
We understand that our customers like to get their hands on a great deal from time to time.
We'd suggest that you check out the website, we often have really great promos running where you can grab a steal.
If it's a promo code that you're after - we send out promo codes to our customers in our newsletters. Sometimes you'll spot a code on Twitter or Facebook or the banner on our website too - keep your eyes peeled.
Our promo codes can be sent to individuals and may be locked to those accounts only.
We're sorry if you've been charged more than you were expecting for your order.
If you've used a promo code on your order, the discount may not apply to all of the items in your basket. There are certain exclusions with some promo codes and you can find these in the terms and conditions that would have been included when you received the code.
If you still believe you've been overcharged for you order, then please call us on 608.424.2524.
Safer than it's ever been. We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.