At The Foot Collective (TFC), we stand by the quality of our products and prioritize your satisfaction. Here’s what our Replacement Guarantee covers:. Note: Cork cradles are covered under the standard 12-month guarantee. Please contact us via the web

<h2 id="isPasted">TFC Replacement Guarantee</h2>At The Foot Collective (TFC), we stand by the quality of our products and prioritize your satisfaction. Here&#x2019;s what our Replacement Guarantee covers:<h2 id> </h2><h2 id="standard-replacement-guarantee-12-monthsif-your-tfc-product-is-faulty-breaks-or-develops-an-issue-within-12-months-of-purchase-well-replace-it--no-need-to-return-the-original-in-most-cases">Standard Replacement Guarantee (12 Months) If your TFC product is faulty, breaks, or develops an issue within 12 months of purchase, we&#x2019;ll replace it &#x2014; no need to return the original in most cases.</h2><h2 id="-1"> </h2><h2 id="lifetime-warranty--balance-beamsall-tfc-balance-beams-come-with-alifetime-warrantyif-your-balance-beam-develops-a-fault-at-any-time-after-purchase-well-replace-it-free-of-charge">Lifetime Warranty &#x2013; Balance Beams All TFC Balance Beams come with a&#xA0;lifetime warranty. If your Balance Beam develops a fault at any time after purchase, we&#x2019;ll replace it free of charge.</h2>Note: Cork cradles are covered under the standard 12-month guarantee.<h2 id="-2"> </h2><h2 id="how-to-request-a-replacement">How to Request a Replacement</h2>Please contact us via the website chat or email <a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a> with the following:<ol><li style="font-size: 16px;">Your order number (or proof of purchase)</li><li style="font-size: 16px;">A photo of the product showing the fault or damage</li><li style="font-size: 16px;">Confirmation of your shipping address</li></ol>Once received, we&#x2019;ll get your replacement item sent out to you promptly at no extra cost.<h2 id="-3"> </h2><h2 id="purchased-from-a-tfc-partner-or-wholesale-stockist">Purchased from a TFC Partner or Wholesale Stockist?</h2>If you purchased your TFC product from a Wholesaler i.e., physio, retailer, gym, or clinic that stocks our products (rather than directly from our website), here&#x2019;s what to do:<ol><li style="font-size: 16px;">Contact the place of purchase directly. As the seller, they&#x2019;ll be responsible for assisting you under their own returns or warranty policy. Should they not have stock on hand, they will be able to contact us to ensure you&apos;re provided with a replacement product.&#xA0;</li><li style="font-size: 16px;">If the issue is related to a faulty or broken item, and the store is unable to assist, you can email us at <a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a>.<ul style="font-size: initial;"><li style="font-size: 16px;">Please include a photo of the product, proof of purchase, and the name of the stockist.</li><li style="font-size: 16px;">We&#x2019;ll assess the issue and, if the product is covered under warranty, arrange a replacement.</li></ul></li></ol>We always aim to support you, but depending on the issue and where you purchased your item, we may redirect you to your original seller to keep things streamlined.

What is TFC’s Warranty & Replacement Guarantee Policy?

Is your package being returned to sender? Here's what you need to do:. Contact us: We understand the disappointment of a missed delivery. If you notice your package is being returned to us by the carrier, let us know via email at info@thefootcollecti

Is your package being returned to sender? Here&apos;s what you need to do:<ol><li>Contact us: We understand the disappointment of a missed delivery. If you notice your package is being returned to us by the carrier, let us know via email at <a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a></li><li>Reshipment Process: Once notified, we&apos;ll arrange for your package to be resent, and send you an invoice for any additional shipping charges.</li><li>Faster Delivery Options: Please note that returned packages undergo a lengthier processing time. If you require your items sooner, we recommend placing a new order. In such cases, we&apos;ll refund the original order amount, minus shipping fees.</li></ol>If you have any concerns about your order&apos;s delivery status or require further assistance, feel free to reach out to our support team at <a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a>.We&apos;re here to ensure that you receive your package promptly and address any questions or concerns you may have along the way.

Order returned to sender, what should I do?

Need to cancel your order? Wondering how to cancel an order? Here's what you need to know:. Contact Us: If you need to cancel your order for any reason, simply reach out to us via our website chat or email us at info@thefootcollective.com. Cancellati

Need to cancel your order? Wondering how to cancel an order?&#xA0; Here&apos;s what you need to know:<ol><li>Contact Us: If you need to cancel your order for any reason, simply reach out to us via our website chat or email us at <a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a></li><li>Cancellation Process: We&apos;ll make every effort to intercept your order before it&apos;s shipped out. However, please note that our warehouse team may have already processed it, so we cannot guarantee cancellation.</li><li>Returns: If your order has already been shipped, don&apos;t worry. You can still return it to us once it&apos;s delivered. Our <a href="https://intercom.help/the-foot-collective/en/articles/7212388-what-is-tfc-s-returns-refunds-and-cancellation-policy" style=" text-decoration: underline;">hassle-free return policy</a> ensures a smooth process for you.&#xA0;</li></ol> Cancelled Order Returns<ol><li>Once the order arrives to you, please avoid opening the package if you would like to return all items for a full refund</li><li>If the package is opened, and it contains Wild Toes or a Foot Sack, we cannot then accept a return on these items due to hygiene reasons. See our <a href="https://intercom.help/the-foot-collective/en/articles/7212388-what-is-tfc-s-returns-refunds-and-cancellation-policy" style=" text-decoration: underline;">hassle-free return policy</a></li><li>Please send us a message via our website chat or send us an email at <a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a> to notify us that you are ready to return the item along with a photo of the package</li><li>We&#x2019;ll then provide you with a pre-paid return shipping label and instructions for returning the package</li></ol>We&apos;re here to assist you with any queries or concerns you may have regarding your order. Feel free to reach out to us for further assistance.

Can I cancel my order?

Made a mistake with your delivery address (shipping address)? Here's what you can do:. Contact us: If you've entered the wrong delivery address, don't worry. Reach out to us immediately by emailing info@thefootcollective.com. The sooner you inform us

Made a mistake with your delivery address (shipping address)? Here&apos;s what you can do:<ol><li>Contact us: If you&apos;ve entered the wrong delivery address, don&apos;t worry. Reach out to us immediately by emailing <a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a>. The sooner you inform us, the better chance we have of resolving the issue.</li><li>Courier service: We&apos;ll communicate with the courier service to check whether it is possible to redirect your parcel to the correct address.</li><li>Stay updated: Once we receive an update regarding the status of your delivery address change, we&apos;ll promptly notify you and provide guidance on the next steps.</li></ol><h2 id> </h2><h2 id="friendly-reminder">Friendly Reminder</h2>While we&apos;re dedicated to assisting our customers, we kindly remind you that entering the correct address at checkout is ultimately your responsibility. Please take a moment to double-check your delivery details before finalizing your order.Your cooperation helps ensure a smooth delivery process for all orders. If you have any questions or concerns, feel free to contact us for further assistance.We&apos;re here to help make your shopping experience as seamless as possible.

Can I change my delivery address / shipping address ?

Encountered an issue with your package being lost or damaged? Here's how we can assist you:. Contact Us Immediately: If it appears that your package is lost, missing or damaged in transit, please don't hesitate to email us at info@thefootcollective.c

Encountered an issue with your package being lost or damaged? Here&apos;s how we can assist you:<ol><li>Contact Us Immediately: If it appears that your package is lost, missing or damaged in transit, please don&apos;t hesitate to email us at <a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a> right away.</li><li>Lost Parcels: If your package goes missing, rest assured that we&apos;ll take all necessary steps to assist you in locating it. In the event that it is deemed lost in transit by the postal service, we&apos;ll send you a replacement at no additional cost. See <a href="https://intercom.help/the-foot-collective/en/articles/7212385-my-tracking-is-showing-delays-what-can-i-do" style=" text-decoration: underline;">here</a> if you believe your order has been delayed.&#xA0;</li><li>Delivered but Missing: In the event that it is deemed lost in transit by the postal service, even though it is marked as delivered, contact us within 7 business days&#xA0;from delivery, we&apos;ll send you a replacement at no additional cost. If our team is notified beyond this 7 day period, you may not be eligible for a replacement.&#xA0;</li><li>Damaged Product: If your item arrives in an unacceptable condition, please provide photos of the damage in your email to us. We&apos;ll then arrange to send out a replacement item to you promptly.</li></ol> <h2 id="isPasted">&#x26A0;&#xFE0F; Wrong Address Disclaimer</h2>It is the customer&#x2019;s responsibility to enter the correct shipping address. Due to fast processing times, there is often a limited window to correct mistakes.If you notice an error, contact us immediately via the chat or email <a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a> immediately after placing your order. We&#x2019;ll do our best to update the address before shipping &#x2014; but we can&#x2019;t guarantee changes will be possible. <h2 id="isPasted">&#x1F4E6; Lost or Stolen Packages</h2>If your package is marked as delivered but cannot be found, here&#x2019;s how we handle it:<ul><li>If the carrier is at fault, we&#x2019;ll usually reship the order at no cost.</li><li>If the package was delivered to the correct address, but is stolen, we&#x2019;ll assess the situation on a case-by-case basis &#x2014; but we can&#x2019;t guarantee replacement.</li><li>You&#x2019;ll receive your tracking number via email. Once tracking has been provided, responsibility for delivery lies with the carrier and customer.</li></ul>If you selected an untracked shipping option, we may not be able to assist further once the package is dispatched.

Product lost, missing or damaged in transit, what now?

We understand how frustrating shipping delays can be. Here’s what you can do if your package seems to be taking longer than expected:. 1. Review your tracking informationCheck the tracking link provided in your shipping confirmation email. Delays are

My order tracking is showing delays, what can I do?

We understand how excited you are to receive your new items! Here’s how to track your order based on your location:. Go to our home page at www.thefootcollective.com. Open the chatbot located in the bottom-right corner of your screen. Select ‘Order S

We understand how excited you are to receive your new items! Here&#x2019;s how to track your order based on your location: <h2 style="line-height: 1.15;" id="for-customers-outside-the-us">For Customers Outside the US:</h2><ol><li style="font-size: 16px;">Go to our home page at <a href="http://www.thefootcollective.com/" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">www.thefootcollective.com</a>.</li><li style="font-size: 16px;">Open the chatbot located in the bottom-right corner of your screen.</li><li style="font-size: 16px;">Select &#x2018;Order Status&#x2019; and enter your order number and email</li><li style="font-size: 16px;">Click on your Order to open the tracking page</li><li style="font-size: 16px;">Click on your underlined order tracking number to get a live update from the delivery service</li></ol><h2 style="line-height: 1.15;" id> </h2><h2 style="line-height: 1.15;" id="for-customers-in-the-us">For Customers in the US:</h2><h2 style="line-height: 1.15;" id="steps-to-track-your-order">Steps to Track Your Order:</h2><ol><li style="font-size: 16px;">Check Your Tracking Information:<ul style="font-size: initial;"><li style="font-size: 16px;">Head to your email inbox and locate your Shipping Confirmation email</li><li style="font-size: 16px;">Double-check your tracking details to ensure everything is correct.</li><li style="font-size: 16px;">Small errors in tracking numbers or addresses can sometimes cause delays.&#xA0;</li></ul></li><li style="font-size: 16px;">Contact Us for Help:<ul style="font-size: initial;"><li style="font-size: 16px;">If your tracking information looks correct but you&#x2019;re still experiencing issues, reach out to us directly via email at <a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a>.</li><li style="font-size: 16px;">Our team will investigate any delays and work quickly to resolve the issue.</li><li style="font-size: 16px;">For the fastest response, use the chatbot to get in touch with us.&#xA0;</li></ul></li><li style="font-size: 16px;">Be Patient:<ul style="font-size: initial;"><li style="font-size: 16px;">While we strive to deliver your order as quickly as possible, unexpected delays can occasionally happen.</li><li style="font-size: 16px;">Rest assured, we&#x2019;re doing everything we can to get your package to you promptly.</li></ul></li></ol>

How can I track my order?

No — once an order is placed, we cannot change the billing address linked to your payment. This is a legal and security requirement set by our payment processor and Shopify, and it helps protect against fraud. The billing address must match the addre

<h2 id="isPasted" style="line-height: 1.5;">Quick Answer</h2>No &#x2014; once an order is placed, we cannot change the billing address linked to your payment. This is a legal and security requirement set by our payment processor and Shopify, and it helps protect against fraud.&#xA0;<h2 style="line-height: 1.5;" id="what-you-need-to-know">What You Need to Know</h2><ul><li style="font-size: 16px;">The billing address must match the address on file with your bank or card provider at the time of purchase.</li><li style="font-size: 16px;">For security reasons, we cannot edit or override billing details once your order has been submitted.</li><li style="font-size: 16px;">This does not affect your shipping address (where your order is delivered). If you entered the wrong shipping address, contact our support team as soon as possible.&#xA0;</li></ul><h2 style="line-height: 1.5;" id="step-by-step-guidance">Step-by-Step Guidance</h2><ol><li style="font-size: 16px;">Double-check your billing details at checkout before confirming payment.</li><li style="font-size: 16px;">If your billing address was entered incorrectly, don&#x2019;t worry &#x2014; your order will usually still go through if your card provider authorises the payment.</li><li style="font-size: 16px;">If the order fails, update your billing address with your bank/card provider so that it matches your details, then place the order again.</li></ol><h2 style="line-height: 1.5;" id="faqs--common-issues">FAQs &amp; Common Issues</h2>Q: Will my order be cancelled if my billing address doesn&#x2019;t match? A: Not always. Sometimes the payment is still approved by your bank, but if it&#x2019;s declined you&#x2019;ll need to update your details and try again.Q: Can you just update the billing address for me? A: Unfortunately no &#x2014; Shopify and our payment processor don&#x2019;t allow us to change customer billing information for legal and fraud-prevention reasons.Q: What if I just need my invoice to show my business billing details? A: Reach out to our support team. The official billing details tied to your payment and on your invoice cannot be changed, however, the shipping details can be changed.&#xA0;&#xA0;<h2 style="line-height: 1.5;" id="friendly-reminder">Friendly Reminder</h2>While we&apos;re dedicated to assisting our customers, we kindly remind you that entering the correct billing address at checkout is ultimately your responsibility. Please take a moment to double-check your billing details before finalizing your order.Your cooperation helps ensure a smooth experience for all orders and invoices. If you have any questions or concerns, feel free to contact us for further assistance. We&apos;re here to help make your shopping experience as seamless as possible.

Can I change my billing address?

We know how keen you are to get your hands on your new stuff. Here are a few things you can do to check where you order is:. Check your tracking information: Double-check your tracking information to make sure that everything is correct. Sometimes, a

We know how keen you are to get your hands on your new stuff.Here are a few things you can do to check where you order is:<ol><li>Check your tracking information: Double-check your tracking information to make sure that everything is correct. Sometimes, a simple mistake can cause delays.</li><li>Reach out to us: The next best thing you can do is contact us directly so we can investigate why your item is delayed. Our team is always happy to help and will work quickly to resolve any issues (click the chatbot to get the fastest response).</li><li>Be patient: Although we strive to deliver packages quickly and efficiently, sometimes unexpected delays can occur. Rest assured that we&apos;re doing everything we can to get your package to you as soon as possible.</li></ol>Remember, we&apos;re here for you, just send us an email to:&#xA0;<a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a>

Orders