Hi Anne,

We understand delays can be frustrating. However, we’d like to clarify a few important points.

All orders are charged at checkout, which is standard practice across all legitimate e-commerce platforms, including AMAZON and other major retailers. Payment is not dependent on shipment or delivery status.

Your order was shipped and handed off to USPS and more likely got lost a long the way. Once a package is in the courier’s possession, tracking updates and delivery timelines are entirely outside of our control and we are unable to monitor each order's shipping movement.

Before assuming fraud, we encourage customers to contact us directly, as most do, so we can promptly investigate and resolve concerns. We are a legitimate small business that has been operating for several years, fulfilled over thousands of orders , and we stand behind both our products and customer service.

Despite this, a full refund has already been issued to resolve the matter.

We remain committed to transparency and fair business practices.

Thanks,
Ferna USA