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General Questions

Q. How do I contact FTL?
A. 
Visit Our Contact Page or Use Our Live Help Feature

Q. How do I redeem an FTL promo code?
A. 
Enter your valid FTL promo code(s) in your shopping cart during the checkout process. The promo code field will be towards the bottom above the 'checkout' button. Please note: you can only use one promo code per order.

Q. How do refunds/credits work? How is a refund/credit applied? Does FTL offer in-store credit?
A. 
Most credits will be charged back to the original method of payment within the refund period.

Q. Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
A. 
It takes us approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement.

 

Ordering Questions

Q. How will I keep track of my order's progress when I submit an order with FTL?
A. 
FTL will keep you informed of your order via e-mail. Your tracking number will also be emailed to you once the item is shipped. 
You may also check our online order status page for live updates by clicking 
here. If there are any problems with your order, you will receive an automated email from us immediately.

Q. Does FTL accept phone, fax, email or snail mail orders?
A. Unfortunately, we do not accept phone, fax or e-mail orders. All orders must be placed online.

Q. What payment methods does FTL accept?
A. 

  • Visa
  • MasterCard
  • Discover Network
  • American Express
  • Paypal
  • Pre-paid Company Check, Personal Check, Cashier's Check or Money Order (Note: All Prepaid Orders, including Cashier's Checks, take longer to process because they must first be cleared with the bank)  For returned checks, FTL charges a $20 NSF fee.

 

Q. How long does it generally take to process an order?
A. 
All orders placed before 3pm M-F will ship same day. After 3pm will ship the next business day.

Q. Was my order submitted successfully? I didn't see an order confirmation page.
A. 
If you didn't see an order confirmation page even though you clicked the last submit button, our server probably still received your order. This happens when communication back to your PC is interrupted following your order submission. Please wait approximately 15 minutes and refresh your order status page in order to confirm whether or not your order was successfully submitted. If you still do not see it, please chat with one our representatives online by entering Live Chat.

Q. Is the FTL website secure? What security features are in place to safeguard my information?
A. 
Security is a top priority at FTL. When you submit sensitive information via the website, your information is protected both online and offline.
When our registration/order form asks you to enter sensitive information (such as your credit card number), that information is encrypted and is protected with the best encryption software currently available in the industry - SSL. FTL uses the most advanced form of SSL software available: 256-bit encryption by Comodo. To learn more about SSL, follow this link www.comodo.com.

Q. What should I do if I have placed a duplicate order by mistake?
A. 
Please click here to go to My Account to view all of your orders. From here, you can confirm if you placed a duplicate order or not. If you see the duplicate order, you can cancel it on that page. It generally takes 15 minutes to view all new orders placed. If you were unable to void the order or still have some concerns, please click here to speak to one of our chat representatives. We will void the order for you as long as it has not yet been invoiced or shipped.

Q. What can I do if I am having trouble with my shopping cart?
A. 

Shopping cart problems usually occur for one or more of the following reasons:

  1. Cookies are not enabled, or your browser is configured to block FTL cookies. 

    NOTE: In some cases, the cookies on your computer may become corrupted. If you've verified that FTL cookies are being accepted and you're still experiencing problems with the shopping cart, please clear your cookies and cache, close your browser and try again. 
  2. The master clock on the computer is not set correctly. 
  3. The computer you're using is behind a firewall. 
  4. The item you are trying to purchase is sold out, or there is a lesser quantity than you wish to purchase.
  5. You are using a browser released prior to Internet Explorer 5.1. 

If all else fails, try closing all open programs and restart your computer, or try from a different computer.

Q. What should I do if an item is missing from my order?
A. 
First, verify that you've received a box for each tracking number associated with your order. If all boxes have been delivered but you're still missing an item, check the packing material for small items. Please contact a Live Chat representative if you're unable to locate an item.

Q. Does FTL charge sales tax?
A. 
FTL only charges sales tax for residents of Indiana. The tax rate in Indiana is 7%, but please note that your state of residence may require you to pay sales or use tax and file a sales or use tax return for certain purchases made from FTL. Please consult your city, county and state tax rates to determine your applicable sales or use tax.

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