Contact Us

Contact form

Use the form below to contact us with questions or comments about your order. We also have a FAQ page with answers to your most pressing questions.

Our customer service hours are Monday-Friday 9:00AM-5:00PM PST

Emails received after business hours will be answered the next day. Please allow up to 24HRS for a response.

Delivery

For products noted as “ready to ship” so long as the stock is on hand, the orders will be processed within 3 business days. You will then receive a confirmation email with tracking information.

For orders that are created on demand and noted in the description, please allow up to 3 weeks for them to arrive. If you still haven’t received your package after 3 weeks, contact us through the form above.

Shipping and Taxes

All USA orders are shipped via UPS, USPS or Fedex. All international orders are shipped via UPS, Fedex or DHL. Carriers are selected based on the most efficient delivery.

All Nevada residents will incur sales tax as set by the State of Nevada and/or the County to which your delivery will be shipped. Please contact us through the form above if you have any questions.

RETURN POLICY

EXCHANGE ARE ONLY ACCEPTED WHEN PURCHASED AT RETAIL PRICE. ALL DISCOUNTED ITEMS, EXCLUSIVE DROPS OR COLLABORATIONS ARE FINAL SALE. NO EXCHANGES OR REFUNDS WHEN PURCHASED AT DISCOUNT.

For items that were purchased at retail price, exchange must be processed within 7 days of shipment receipt. All exchanges depend on stock remaining.

To cancel or change an order you must contact us at service@ftgu.store

We will not issue credits or refunds for any difference in price on items purchased before the start of any sale. Orders placed at retail price, will have any exchange option available, while those purchasing at a sale price are considered final sale. All processed orders shipped before the start of any sale, may not be exchanged for items at their discounted price.

For any problems or concerns with the merchandise notice must be given to service (at) FTGU.Store within 3 days of shipment receipt.

To exchange an item it must have the original packaging, in as-new condition with both tags and printed receipt when returned. Domestic customers are financially responsible for shipping the item back to From The Ground Up for the exchange. International customers are financially responsible for shipping the item back to From The Ground Up for the exchange, as well as for shipping the exchanged item back to their respective country.

Any product shipped back to From The Ground Up as an RTS (Return To Sender) for failure to deliver/receive/collect from the carrier or facility, will be subject to a $15 RTS Fee to cover reshipment costs. All customers should receive tracking details upon dispatch, and are expected to monitor tracking progress for any delivery exceptions. Packages that fail to be delivered/collected/or received are sent back to The From The Ground Up at the company's expense. The customer will be notified of said return by a service representative, the delivery address will be re-confirmed, and the RTS Fee must be made payable through the original payment method.

Any product shipped back to The From The Ground Up as a policy dispute or order refusal will be subject to a Forced Refund. Such customers will be refunded for order subtotal (minus original shipping costs paid) while instituting a $4-$8 restocking fee per item.