Customer Care

At Felix Chien, nothing makes us happier than a happy customer. If you are not completely satisfied with your purchase, please drop us a line. We will gladly refund or replace the item.
Please contact Customer Experience Manager Casey Sangmeister at casey@retailprojectri.com with any questions or concerns.

Terms of Service  

Cancellation Policy 

You may cancel an order with Felix Chien as long as the order has not yet shipped. Once the order status is "shipped," it cannot be canceled. Please see our return policy for information on returning items.
 

Returns

We offer refunds and exchanges within 30 days of purchase. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

NOTE: Due to strict health regulations, carriers and beds cannot be restocked and resold. We do not accept Returns/Exchanges for carriers and beds.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all tags attached.

To complete your return, we require a receipt or proof of purchase. 

Please do not send your purchase back to the manufacturer. Contact us and we will help you out.

There are certain situations where only partial refunds may be granted: (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at
mary@retailprojectri.com

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at customercare@felixchien.com and send your item to: 131 Wayland Avenue, Providence, Rhode Island, US, 02906.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver once the item is returned.

Shipping
To return your product, you should mail your product to: 131 Wayland Avenue, Providence, Rhode Island, US, 02906

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.