Returns & Exchanges
We will gladly accept returns for unused products within 30 days of purchase or receipt. If it’s a gift and you’re not sure when it was purchased, don’t stress. Just reach out and let us know who purchased it for you and we can track down the order.*
Returned product should be unused and undamaged. Returned product that is used or damaged will be subject to a 15% restocking and shipping fee, calculated from the price paid by the customer at time of purchase.
To process a return or exchange, please submit a request on our support portal and our customer service team will help you proceed. For returns, refunds are processed to the original payment method and can take up to 1-2 weeks to reflect on your end. For exchanges, store credit to our site can be provided.
If you would like to return/exchange an online order at our storefront, please reach out to us before stopping by. We currently use different payment systems for our storefront and website sales. Consequently, our storefront staff cannot refund your online orders at the storefront.
Before contacting us regarding a replacement, please view our page on product warranties. If you have any concerns or issues with your purchase, let us know. We’d be more than happy to help to be sure you’re reaching your maximum brewing potential. We play with kettles, glassware, and drippers all day — we’re more than familiar with what can go wrong and how to get you back on track.
For product issues, you can submit a request here and our customer service rep will respond shortly. Please include photos or videos, if possible. A step-by-step breakdown of the specific issue you’re experiencing will expedite the troubleshooting process on our end. For general product questions, contact customer service via firstname.lastname@example.org.
*Please note that we can only process returns and exchanges for product that was purchased directly from our website (www.fellowproducts.com) or at our storefront in San Francisco. Customers are responsible for all shipping costs unless the item is deemed defective by Fellow and a return label is provided. If the product was purchased from Amazon or another retailer, please reach out to their respective customer service departments first and hold onto your proof-of-purchase or receipt.