FAQ
Shipping
When will my order ship?
We have a small crew that ships each order with love, directly from our HQ. Please allow about up to 5 business days for your order to ship out. A tracking number will be emailed to you at that time. Shipping times may increase during new product drops and sales.
Will I receive an order confirmation and tracking?
Yes, you will receive both! If you haven't seen an order confirmation come through within 24 hours, make sure to check your spam folder. If you still can't find it, email us at support@1st-now.com
Can you cancel or modify my order before it ships?
If you haven't received a tracking email already, send us an email at support@1st-now.com and we'll try to catch it!
What if my package is lost?
We hate to hear it. MOST of the time, packages are found or mistakenly delivered to neighbors. Unfortunately, we cannot be held responsible for any lost packages that have been correctly shipped out, both domestic and international. However, when this happens it’s obviously a bummer for both of us, so we’d love to try and help. Email us at support@1st-now.com
Do you ship internationally?
We do offer international shipping to everywhere except the EU. Please note that all international customers are fully responsible for any customs duties, VAT, or import taxes charged by their country. These fees are not included in your order total, and we are unable to predict how much they will be, as they vary by location. Any such charges will be collected by your local postal service or customs office upon delivery.
Returns
What is your returns/exchange policy?
Unworn, unused products can be returned for a refund/exchange/store credit of the product cost. Returns are accepted within two weeks of the customer receiving the package. With the exception of faulty items or goods damaged in transit, 1st-now are not responsible for return postage or the costs associated with this. Original shipping charges are non-refundable. Currently, returns are for only for US customers.
What if my order arrived with a missing or damaged item?
You will be charged for shipping at checkout. Currently, returns are for only for US customers. Email us at support@1st-now.com
How soon will I get my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Your refund will be processed, and a credit will automatically be applied original method of payment, within 10 working days.
Safety
Are your products safety tested?
All coated and metal components on our hair and jewelry items are tested by an external lab to ensure they are safe for use by children. We also have a stringent quality control procedure and products are checked multiple times during the manufacturing process before they are approved for release.
Are your products suitable for children of all ages?
Most of our products are designed for children over 36 months due to small parts that may pose a choking hazard or straps that could present a strangulation or entanglement risk. However, age recommendations may vary by product, so we encourage you to review individual product details for specific suitability. For safety reasons, please do not give our products to children under this age limit.