FAQ
Frequently Asked Questions about shipping, payments,orders, returns, refunds and other topics
How much is shipping? Do you offer free shipping?
If your order is $98 or more, before the addition of any taxes and/or discounts, we provide FREE shipping, to the 48 contiguous states, via ECONOMY service (3-8 calendar days).
If you prefer faster shipping, other options from UPS and/or USPS will be offered, at an additional charge, to you during checkout.
At this time we do not offer free shipping to Alaska and Hawaii, but we do ship to these states via a "pass through" rate (see the FAQ below, "How do you ship my order?") using STANDARD charges (USPS Ground Advantage).
If your order is less than $98, we provide ECONOMY service (3-8 calendar days) for a flat fee of $7.95.
If you prefer faster shipping, other options from UPS and/or USPS will be offered, at an additional charge, to you during checkout. Shipping times are usually 3-5 business days, depending on the destination location relative to our fulfillment location.
Shipping to Alaska and Hawaii, is provided using a "pass through" rate (see the FAQ below, "How do you ship my order?") using STANDARD service via USPS Ground Advantage.
How do you ship my order?
Our packages are usually sent using UPS (United Parcel Service) or USPS (United States Postal Service). Please note that UPS does not deliver to USPS post office boxes.
ECONOMY SHIPPING is the least costly shipping, and generally the following services are used.
- USPS Ground Advantage service
- UPS Ground Saver service
STANDARD shipping is usually faster for a modest increase in cost.
For STANDARD Shipping, RUFUS BFF uses a "pass through" policy for shipping costs. That means that the charges negotiated between Rufus BFF and the carrier for the shipment is the cost that is added to your purchase. Standard shipping is usually done via USPS Priority Mail Service or UPS 3-Day select Service
We do not add "handling" fees or extraneous amounts to shipping charges. The negotiated shipping charges will be shown to you during checkout.
For shipments to Alaska and Hawaii STANDARD shipping, via USPS Ground Advantage Service, will be used.
When will my order ship?
Generally, all packages will ship no later than the next business day after you have placed your order. All shipments will have a tracking number that will be provided to you by email as soon as that number is generated by the shipper (usually the same day the shipment is created by RUFUS BFF). Please note that orders received over a weekend or a holiday will ship on the following business day.
Most packages will ship via ground services and will arrive to you within 3-5 business days, depending upon the carrier and your location relative to our shipping location. Please be advised that shipment times can be affected by events or circumstances that are beyond the control of either Rufus BFF or the carrier - such as delays due to weather, labor strikes or transportation infrastructure interruptions.
How do I track my shipment?
You will automatically receive tracking information to your email on file or the email you provided during checkout. This information will be sent to you after your order has shipped, which is usually the next business day.
Make sure to check your spam/junk folders if you don't
see this email.
Do you ship to P.O. Boxes?
The United States Postal Service provides shipping service to PO Boxes.
UPS does not provide delivery to PO Boxes.
FedEx does deliver to domestic P.O. boxes, but only via its FedEx Ground Economy service.
What if I want to return or apply for a refund?
We have a 14-day refund policy, which means you have 14 days after receiving your item to request a refund.
If for any reason you or your BFF are not happy with our product, during that time, we will fully refund your purchase and shipping amount.
Under certain circumstances, we may ask you to send product back to us. If that
is the case, we will email you a free return shipping label for returning the
product to RUFUS BFF (please use the original packaging, if possible).
Email us at customerservice@rufusbff.comand let us know what product(s) you are unhappy with. We ask that you tell us why you are dissatisfied so that we may immediately investigate.
We will initiate a refund to your original method of payment usually no later than the next business day. Please remember it can take some time for your bank, payment processor or credit card company to process and post the refund. If more than 15 business days have passed since we’ve confirmed your refund, please contact us at the customer service link, above.
What can I do if my shipment was damaged during transit?
If your package is damaged, tampered with, or opened during transit, please alert us at customerservice@rufusbff.com with your order number and a photo of the item’s condition.
RUFUS BFF is not liable for orders damaged, tampered with or opened during transit, but we address these on a case-by-case basis and will try our best to work toward a satisfactory solution. In some instances, you may need to involve the carrier's insurance agency, which may take additional time for processing a claim.
Here are links to both UPS and USPS for their "missing or damaged deliveries" procedures
What can I do if my package was stolen from my door?
If your shipper (usually UPS or USPS) indicates that your package has arrived, but you can’t find it:
Look around the delivery location. Some carrier employees diligently make packages hard to see to discourage "porch pirates." Sometimes they do too good of a job, so look behind plants, patio furniture or other obstructions that would obscure the view from passers by.
Ask your household and neighbors. Sometimes others in your home or your neighbors help you out by picking up your delivery to help safeguard it from theft.
Review the delivery address you gave us to make sure it doesn’t have any spelling errors or numerical mistakes.
Wait two business days to see if it arrives. Sometimes carriers may actually designate packages as "delivered" before they arrive.
It is a sad state of affairs that we even have to create a FAQ regarding doorstep theft, but such an event is beyond control of RUFUS BFF, and we aren't able to assume liability for such an unfortunate circumstance.
Here are links to both UPS and USPS for their "missing deliveries" procedures
When will my payment method be charged?
If your ordered item is in stock, it will be charged upon completion of the checkout procedure.
If your ordered item is out of stock or backordered, your payment method will not be charged until your order ships (you will automatically receive confirmation of your shipment and tracking information).
How does my payment show up in my emails and payment method ?
When you receive emails or texts confirming shipments and/or payments, you may see our merchant name listed as either "RUFUS BFF" or "Tetraphilics, Inc.", depending on the method of payment used. Tetraphilics, Inc. is the name of the California corporation that operates as RUFUS BFF, a dba ("doing business as") entity. Both Tetraphilics, Inc. and RUFUS BFF are duly registered and authorized business entities with the State of California.
How do I cancel an order?
Please email us at customerservice@rufusbff.com
If your order has not yet shipped, we will cancel the order and refund your payment method, usually no later than the next business day.
If your order has already been released to the shipper and is in transit, you may:
Refuse the order during delivery. This will automatically return the order to us and your payment method will be refunded upon our receipt and inspection of the refused order.
Return your unopened order to us. Contact us at customerservice@rufusbff.com, and we will email you a pre-paid return shipping label for return. Your payment method will be refunded upon our receipt and inspection of the refused order.
Do you use Ai or ChatBots for Customer Service?
No, we handle customer service through email. Your request will be handled by an actual person (wow! what a concept!).
While Ai and ChatBots have gotten better over time, we think they still introduce too much friction and frustration into customer service. Canned responses that don't address your concern, incorrect info or"circular conversations" are very annoying.
When you send us an email, a real human will respond as soon as possible, usually the same day. And, surprise, surprise! - we will actually try to address your issue correctly and the first time!