FREQUENTLY ASKED QUESTIONS

  1. How can I learn about new products and promotions?
  2. Do you offer gift messaging and/or gift wrapping?
  3. Can I ship to multiple addresses?
  4. How quickly will my order be shipped?
  5. What forms of payment are accepted?
  6. How do I become an authorized dealer?
  7. How can I track my online order?
  8. Can my defective/broken product be returned?
  9. Can I cancel or modify my order?
  10. What is the return policy?
  11. I received an item as a gift – can I exchange/return it?
  12. Do you offer bridal registry?
  13. Why do I get an error message when entering my credit card number?
  14. Do you ship to PO Boxes?
  15. Do you grant price adjustments?
  16. Where can I find product in retail locations?
  17. What is the difference between bone china, porcelain, stoneware and earthenware?
  18. Can you help me identify an older Fitz and Floyd piece and give me today's market value?
  19. Where can I find a replacement piece for a retired product?
  20. Where are your products made?
  21. Can you send me a catalog?
  22. If I purchase in large quantities, can I receive a discount?

How can I learn about new products and promotions?
You can learn about new product and promotions by signing up for our email list. Enter your email address in the field provided at the bottom of each web page. You may also opt-in to receive emails when creating a user account.
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Do you offer gift messaging and/or gift wrapping?
We offer complimentary gift messaging with any order. Gift Messaging includes a simple sentiment from you to the gift recipient, printed directly on the packing slip. When you check out, you will be prompted to type a message on the Shipping Information page.

At present, gift wrapping service is not available.
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Can I ship to multiple addresses?
At present, we cannot accommodate shipments to multiple locations within a single order transaction.
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How quickly will my order be shipped?
Most orders ship within 48 business hours of receipt. If an item is unavailable for any reason, it will be cancelled from your order and not charged to your credit card.

Orders requesting expedited shipping have the option of UPS Next Day and UPS 2nd Day shipping. Expedited shipping orders will be processed and shipped on the following business day after receipt of the order. Only the 48 Continental U.S is eligible for expedited shipping. Please refer to the Shipping Information section for specific details regarding shipping and handling.
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What forms of payment are accepted?
FitzandFloyd.com accepts major credit cards including Visa, MasterCard, American Express and Discover.
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How do I become an authorized dealer?
Within the Customer Service section, go to the Contact Us and select “Dealer Info” from the pull down topic list. We will forward your inquiry to the appropriate personnel. Please allow up to 72 hours for a response.
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How can I track my online order?
There are two ways to track online orders. You can go to “My Account” where you can enter your order number and billing zip code to check the status and tracking information for your order. You may also login to your account to check the status and tracking information for your order.
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Can my defective/broken product be returned?
We want you to be completely satisfied with your purchase, and will accept returns of unused or damaged/defective merchandise up to 30 days after the date of receipt. Refunds will be given in the amount of the total purchase price, including applicable sales tax. Shipping charges will only be refunded on damaged or defective product.

You will be refunded your purchase amount within 10 business days of FitzandFloyd.com receipt of the returned product. All refunds will be applied to the credit card used for the original purchase. All returns must be accompanied by an official FitzandFloyd.com or MaxwellandWilliamsUSA.com authorization number.

To receive your authorization number, choose among the following options:

All merchandise must be returned new and unused in its original packaging. We recommend you choose a shipping service that provides tracking information to ensure the proper credit to your account.

RETURN ADDRESS for Fitz and Floyd:
Fitz and Floyd
6810 Bickmore Avenue
Chino, CA 91708
Attn: Consumer Returns

RETURN ADDRESS for Maxwell & Williams:
Fitz and Floyd – Maxwell & Williams USA
6810 Bickmore Avenue
Chino, CA 91708
Attn: Consumer Returns
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Can I cancel or modify my order?
You may be able to cancel an order depending on the status of the order in question. To inquire about cancelling an order, please contact us by phone or email. Please reference your order number in the correspondence. Orders outstanding for more than 30 days are automatically cancelled, and you will receive email notification.
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What is the return policy?
Please refer to our Returns & Exchanges page of the website for complete policy details.
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I received an item as a gift – can I exchange/return it?
Returns and exchanges only apply to purchases made at FitzandFloyd.com or MaxwellandWilliamsUSA.com. Regarding returns: we can only refund the credit card used to make the purchase. Please contact customer service regarding a request to exchange a gift item with 30 days of receipt. Please provide the Recipient Name, Order Number and Shipping Zip code.
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Do you offer bridal registry?
At present, bridal registry service is not available.
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Why do I get an error message when entering my credit card number?
Please enter your credit card number exactly as it appears on your card. Enter only numeric data; do not enter spaces or dashes in the credit card field. If you require further assistance, please contact a Customer Service Representative at 877-653-2529 (Mon-Fri: 9am-5pm EST).
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Do you ship to PO Boxes?
We are not able to ship to P.O. Boxes.
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Do you grant price adjustments?
We do not accommodate price adjustments based on sale or promotional pricing.
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Where can I find product in retail locations?
We do not have any Fitz and Floyd or Maxwell & Williams stores, however we do sell to retailers around the country. We recommend you contact your local department store to see if that particular location sells our brands.
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What is the difference between bone china, porcelain, stoneware and earthenware?
Bone China is made from a mixture of bone ash and highly refined clay. It is pure white or cream, translucent and non-porous. It is the most durable of the ceramic types. Our bone china contains 42% bone ash.

Porcelain is made from highly refined white clay. It is often translucent and non-porous. Porcelain tends to be thinner and lighter than stoneware with a more delicate appearance.

Stoneware is a hard, durable ceramic made of light colored clay. It is opaque and porous. Stoneware dinnerware tends to be thicker and heavier than porcelain or china. It can be glazed in a wide variety of colors and finishes (matte, satin, and shiny) for diverse designs.

Earthenware is made from a mixture of clay and sand. Earthenware is an ideal medium for hand-painted and embossed designs. The lower firing temperatures allow for more intense color than would be possible with other types of ceramics. Ironstone is a heavier, stronger type of earthenware.
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Can you help me identify an older Fitz and Floyd piece and give me today’s market value?
Fitz and Floyd does not have information on today's market value of our products. If we are able to identify the piece and/or pattern, we will only be able to provide the original Manufacturer's Suggested Retail Price. Our best suggestion for finding current market value is to search online (www.google.com for example) using terms such as Fitz and Floyd and the product name, to see if there are listings on eBay or other websites that sell our retired pieces. For help identifying a product name or pattern, email csonline@fitzandfloyd.com a picture of the item you are looking to identify.
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Where can I find a replacement piece for a retired product?
For retired products, we suggest contacting www.replacements.com as they specialize in retired/discontinued items and patterns and may be able to assist you further.
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Where are your products made?
We utilize numerous factories in various locations throughout the world to ensure the utmost quality and maximum value for our customers. All pieces indicate country of origin on the underside of the product.
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Can you send me a catalog?
We do not have print catalogs though we invite you to browse our website with all our products, as well as new additions coming soon. Sign up up for our email newsletters, which provide product news, sales offers, updates and more.
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If I purchase in large quantities, can I receive a discount?
Our Business Gifting Program is ideal for customers looking to purchase large quantities of specific product such as client gifts, employee appreciation, awards and incentive gifts. When shopping with FitzandFloyd.com or MaxwellandWilliamsUSA.com, please send an email to csonline@fitzandfloyd.com to inquire about receiving a discount and FREE standard shipping, based on the total order value.
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