SHIPPING, RETURNS, & REFUND POLICY
Thank you for purchasing from Find Familiar Spirits. Though we strive for perfection in our products and packaging, we know that delivery services occasionally thwart even the best-laid plans.
Though we are bound by the grim chains of alcohol shipping laws, the small-batch nature of our releases, and the restless ghoul who haunts our warehouse, know this: each member of our community is precious to us. Should any darkness fall upon your experience, we shall strive to rectify your dissatisfaction as best we can.
If the below policy does not sufficiently answer your questions, feel free to reach out to us at info@findfamiliarspirits.com.
ORDER INFORMATION
We will happily refund your purchase if you cancel before shipping. For alcohol cancellations, please email support@seelbachs.com. For merch cancellations, email merch@questsendwhiskey.com. High Rollers Guild has a separate cancellation policy you can read here. We’re sorry you have to cancel and promise to find your whiskey or merch a good home.
CANCELLATION
We will happily refund your purchase if you cancel before shipping. For alcohol cancellations, please email support@seelbachs.com. For merch cancellations, email info@findfamiliarspirits.com. We’re sorry you have to cancel and promise to find your bottle or merch a good home.
SHIPPING POLICY
You will receive a shipping notification once your order ships. For alcohol, it will come from Seelbach's. For merch it will come from XXX. Once products are packed up to go, our alcohol shipments are covered by the policy of our distributor, Seelbach’s. You can read that policy here. If you have questions that are not covered by this policy, please contact us at info@findfamiliarspirits.com
P.O. Box addresses are not accepted for alcohol or for merch packages over 6 pounds. For battle axes and other orders above this weight, a different address may be needed. Our customer service team will be in contact to resolve.
MERCHANDISE
Our merchandise is fulfilled via a different corporate partner and has a separate set of shipping and return policies. You can read those here.
REFUNDS AND EXCHANGES
For alcohol, refunds and exchanges are also covered by the policy of our distributor, Seelbach’s. You can read that policy here. If you have questions that are not covered by this policy, please contact us at info@findfamiliarspirits.com.
Due to the limited number of bottles made for each release of our unique brands, we cannot guarantee an exchange will be possible in the event a replacement is deemed appropriate. If no more stock remains, a bottle of the next release or a refund will be provided.
For merch, domestic returns and exchanges are accepted on unworn, undamaged items within 30 days of purchase. If you elect to make a return for refund, the cost of return shipping is $7.50 and will be deducted automatically from your original payment. Additional fees may apply for packages over 10 pounds. Shipping fees may also apply for exchanges.
Once we receive your item, we will inspect the return and process the refund or exchange. Our return center does not hold inventory on an open exchange request, so we recommend sending back the exchange item as soon as possible.
For U.S. customers, Find Familiar Spirits will provide return labels for secure shipping and return package tracking. You will need your 7 digit order number and zip code to get started. The order number can be found in your order confirmation email or on the packing slip next to the PO Number. Email info@findfamiliarspirits.com to get started.
Print your shipping label and place item(s) in the original packaging. Please include a copy of your packing slip with your return, if possible.
DAMAGED ITEMS
For alcohol, any refunds and exchanges for damaged items are handled by our distributor, Seelbach’s. You can read that policy here. In the event of damaged items, please provide photographic documentation.
For merchandise, we are committed to delivering the highest quality items, magical and non-magical alike. If your product is damaged due to a material or manufacturing error, we’ll replace it or work with you on a refund. All replacements and refunds are at the discretion of our team. Please contact our customer service team at info@findfamiliarspirits.com and provide an image of the damage along with your order number.
APPAREL
Some of our apparel items are made to order as noted in the item descriptions. Please allow an additional 5-7 business days for shipment. These items may ship separately from other merchandise on your order.
For apparel, please note that all made to order items are final sale. Sizing on garments will vary item to item. We provide (human-based) size charts on each apparel item for your reference. Please check the size charts of each item for measurements.
INTERNATIONAL SHIPPING
For Merch International Shipping, customs clearance is beyond the control of Quest End Whiskey. International shipments do not include duties and taxes, and may be applied via the carrier/customs prior to release of the goods. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information.
CUSTOMER SERVICE
In certain circumstances we may be able to offer assistance above and beyond the policies laid out by the shipper. Please contact us at info@findfamiliarspirits.com and we will address your problem on a case-by-case basis. Pictures are always helpful, as they help us determine what happened. We cannot promise a satisfactory outcome in every situation, but we will do our best to find one.
THE QUEST’S END +1 SAVING THROW
Because we want our customers to be happier than a boar in a bog, in certain circumstances we may be able to offer assistance above and beyond the policies laid out by the shipper. Please contact us at info@questsendwhiskey.com and we will address your problem on a case-by-case basis. Pictures are always helpful, as they help us determine what happened. We cannot promise a satisfactory outcome in every situation, but we will do our best to find one.
TIME LIMITATION
Our policy lasts 30 days. If 30 days have gone by since your product has shipped, we cannot offer you a refund or exchange, no matter what exciting adventures you’ve been on. Sorry.
Thank you for choosing Find Familiar for all your fandom spirits needs!
