Customer Help

How can we help?


How can I check the status of my order?

Once you have placed your order, it will be located in your account under My Orders. If you placed your order as a guest, you would have received your details via e-mail.

Can I cancel or modify my online order?

FICARI grants our customers a 24-hour grace period to cancel or modify orders that have been
submitted. Since we manufacture our own products and are a made-to-order, we have a strict policy
outside of this 24-hour period that orders must not be cancelled. If you wish to contact our customer
service for more assistance, please click here.

I did not receive a confirmation e-mail for my order. What should I do?

If you did not receive an email confirmation of your order within 24 hours, first check your spam folder.
If it is still not there, please contact our customer service for more assistance.

What are FICARI’s accepted methods of payment?

FICARI accepts the following methods of payment: Visa, Mastercard, American Express, Discover, Diners Club, Interac, Shop Pay, as well as mobile wallet options: Apple Pay and Google Pay.

When is my credit card charged?

After confirming your order, your method of payment will be charged in full.

How is tax calculated for my order?

Your tax is calculated based on the location of your shipping address at check out.

I am a tax-exempt customer, what do I do to place an order?

If you are tax-exempt, continue to process your order with the correct ship to address. You will need to
send an email to our customer service team with all the necessary documentation outlined in our
shipping and delivery information webpage under “Customs, Tax, and Tax Exemption”.

How are deliveries scheduled?

When your product has completed in production, one of our partnered carriers will contact you to schedule
your shipment. The carrier will be determined based on your shipping location, Canada or USA.

How can I track my package?

Since all products are custom made-to-order, a tracking number will not be made available until scheduling delivery. As soon as your Ficari item is produced, a carrier will contact you to schedule a delivery. At this time, a tracking number will be provided.

Does FICARI offer pick-up on location?

You may choose to pick up an item at our facility in Toronto, Ontario. Please select 'pick up' upon checkout and we will assist you with further details by connecting shortly after.

For customers who would like to arrange their own pick up FOB at our dock, this will also be available. Please proceed with selecting pick-up and a customer representative will contact you.

I returned an item, when will my refunded payment be processed?

If you return an item, once it is received back at our facility, our team will inspect it. Provided the product is in as-new condition, we will issue a refund less of the 1) return shipping fee, and 2) 25% restocking fee.

Get in touch

Have questions about your order, or a general enquiry?