FAQ
Frequently Asked Questions
ORDERING QUESTIONS
I tried to place an order, but my payment did not go through. However, I checked my credit card statement and I see a pending charge from the store. What happened?
This is a common issue that happens to many customers. If you did not get an Order confirmation email, that means your order did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card. Please give it 48 hours and that charge will disappear and the money will go back on your card.
I keep getting an error that says, “Zip code does not match billing address.” Why is that?
For your order to go through, you must provide us with the zip-code of where you receive your credit card statements. If you supply the wrong zip-code, you order will not go through.
If you received this error message but you were still charged on your credit card, that means your order did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card but was unsuccessful. Please give it 48 hours and that charge will disappear and the money will go back on your card.
RETURNS AND EXCHANGES QUESTIONS
How to do a return or an exchange?
We accept returns and exchanges on all the orders as long as the item is in its original and sell-able condition. We accept exchanges of up to 30 days after purchasing the item.
To return an item please mail it back to the address below along with your packing slip and a hand-written message that states if you would like to return or exchange the item. For exchanges, please write the color and size you would like to exchange the item for.
Fortitude Behavior
16 Viewpoint Dr.,
Alexandria, KY 41001
Once we receive your package back, it can take us up to 1 week to process your return and exchange.
Note: For all returns and exchanges, the customer is responsible for paying for the shipping to send the product back to us. We will cover the shipping to send the product back to you if you get an exchange. Also, the shipping amount paid for the initial order will not be refunded when an item is returned.
EBOOKS
I paid for the eBook but I am unable to download it. Can you help me?
For any questions regarding the eBooks, please email: info@fortitudebehavior.com and someone will assist you.
SHOPPING QUESTIONS
How quickly do you process and ship your orders?
We take pride in our shipping speed. 90% of all orders are shipped out within 5-7 business days! We do not ship orders over the weekends. Any orders placed on the weekends or the holidays will be shipped on the following business day.
Note: Due to the high volume of orders during the Holidays and any sales events, please expect additional delays in the shipping of your orders.
How can I track my order status?
Once an order is placed, an email will be sent to each customer with the tracking number and instructions on how to track the order after your order has been shipped.
Note: Please give the tracking number 24-48 hours to update.
How long will it take for my order to arrive?
After your order has been shipped, arrival times on all orders depend on what shipping method was chosen.
Domestic shipping:
| USPS Priority Mail |
5-7 Business days |
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International Shipping:
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USPS Priority Mail Intl |
5-15 Business days depending on the country |
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USPS First Class Mail Intl |
2-5 weeks depending on the country.
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My tracking says delivered, but I haven't received my package?
Fortitude Behavior is not responsible for stolen or lost packages, packages sent to the wrong address, or for refunding or replacing packages in these cases. In the event that a package is lost or damaged during shipment, the customer is responsible for filing all claims with the mail carrier. Fortitude Behavior is not responsible for any package(s) once it is in the hands of the mail carrier.
Do International orders have to pay custom fees?
We have no control over custom fees and they vary from country to country. Customers are responsible for paying all custom fees.
How to contact us:
If you have any questions about your order, please feel free to call 859-802-0767 or email us at info@fortitudebehavior.com We are open Mon-Fri from 10am to 5pm EST.
What are your customer support hours?
We are open Monday-Friday 10am - 5pm EST excluding holidays and weekends.
Is your ordering system secure?
Yes, we have a very secure ordering system.
What payment methods can I use?
We accept all major credit cards and PayPal.
GEAR AND APPAREL QUESTIONS
How often do you restock your apparel?
We restock our apparel depending on the individual items. Please follow @fortitudebehavior on Instagram for more updates.
Do you have a sizing chart?
Different products have different sizing in regard to the fitting requirement. We usually state in the product description how the items fit.
Please feel free to call us at (859)802-0767 for advice on sizing.
