When will I receive my tracking number?

You'll receive your tracking number via email within 1-2 business days after placing your order, once your package has been handed to the carrier.

My tracking hasn't updated in several days. What should I do?

Tracking can sometimes take 24-48 hours to update, especially during customs processing or weekends. If there's no update after 5 business days, please contact us at contact@myfirmly.com.

Can I change my delivery address after my order has shipped?

Once shipped, we cannot modify the delivery address. However, you may be able to redirect the package through the carrier's website using your tracking number. Contact us immediately and we'll help you explore options.

What if my package shows as delivered but I didn't receive it?

First, check with neighbors, building reception, or safe places where the carrier might have left it. If you still can't locate it after 24 hours, contact us immediately at contact@myfirmly.com and we'll investigate with the carrier.

Do I need to be home to receive my package?

Most carriers will leave packages in a safe location if you're not home. If a signature is required, the carrier will leave a notice with instructions for redelivery or pickup.

Will I have to pay customs fees?

For EU orders, no additional fees apply. For non-EU destinations (UK, US, Switzerland, Norway, etc.), you may be responsible for customs duties and import taxes. These are not included in our shipping costs.

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Can I track multiple orders at once?

Each order has its own tracking number. If you placed multiple orders, you'll receive separate tracking emails for each one. Log into your account to view all your orders in one place.