Fidelco Store FAQ’s

How long will it take to receive my order?
Orders are processed within three business days from receipt. Allow seven to ten days for shipping.

What if I need to return an item?
We accept returns within 30 days of purchase. Returns should be sent to Fidelco Guide Dog Foundation, 103 Old Iron Ore Road, Bloomfield, CT 06002. Include a copy of the packing slip and the completed return policy form that is included in your package. You must cover the costs of return shipping.

If I return an item, can I get a full refund?
We will credit you in full for the returned item, provided the item is in good condition with the original tags still attached. We cannot refund the shipping costs associated with the purchase.

What happens if I want to exchange an item?
We will send you another item to exchange color or size. You must cover the costs of return shipping the item to Fidelco. Once we receive the item, we will send the replacement item at no additional cost. If you need the item within three business days, we will charge your credit card for the item and shipping. Once the returned item has been received by Fidelco, we will credit the customer for the replacement item, minus the additional shipping costs.

I received an item different from the one I ordered. What do I do?
Use the return policy form that was included with your shipment and follow the instructions. We will reimburse the cost of shipping the item back to us. Please include the original receipt and we will credit the card used for the purchase. Should you choose not to be reimbursed, we will certainly appreciate your donation.

Are there express shipping charges?
If you’d like to receive your item on an express basis, please note it in the special comments section of the on-line order form. We will contact you regarding the shipping options available to you.

I noticed that some items may be shipped separately. Does that mean I’ll be charged twice for shipping?
No, the shipping charges shown on your order form cover the total shipping costs, regardless of how many shipments you receive.

I still have questions about ordering on-line and how do I inquire about special orders?
Please contact us 860-243-5200 and ask for extension 4049.

Thank you for shopping at the Fidelco Store and for helping us “Share the Vision.”