Do you have questions? We're here to help.

Our customer service is standing by to answer any questions you may have.
We're looking forward to connecting with you!


Chat with Customer Service!
Working Hours: 4 am - 1 pm EST Mon-Fri
If you contact us outside of this schedule, our Customer Service will contact you the following day.


You can e-mail us anytime at
Working Hours: 4 am - 1 pm EST Mon-Fri
Our Customer Service answers all emails in under 24 hours.
If for some reason you haven't received an answer in that time frame, we ask you to contact us by Chat.


Where's my order?

After your order leaves our premises you will receive an e-mail with the tracking number and a link to track your order at any time.

Orders can take up to 5 working days to be prepared and to leave the warehouse.

Use this link to track your order.

When can I expect to receive my order?

Our distribution center works to ensure that orders arrive as quickly as possible.

Orders can take up to 5 business days to be prepared and shipped from our warehouse. 

Delivery to US: Delivery takes between 5 to 15 business days, depending on the states.
Delivery to Canada: Delivery takes up to 20 working days.
All other countries: Delivery normally takes up to 30 working days.

We advise you to put your contact details at checkout so that the courier can get in touch with delivery details.

The tracking shows “label created, waiting for pickup”.

This means that your order is being prepared and has not yet left our premises.

Orders can take up to 5 working days to leave the warehouse, and the tracking code is updated after they leave the premises.

When I attempt to track the package, there is no record of it actually being shipped.

Orders can take up to 5 working days to be prepared and leave the warehouse.

Only after that will tracking be available. Use this link to track your order.

Our distribution center is located in Portland, Oregon and deliveries within the US take 5 to 15 business days after leaving our facility.

How do I return an item?

We have a 10-day return policy, which means you have 10 days after purchasing your item to request a return. To request a return you must have already received the purchased items. Your item must be in the same condition that you received it, unused, with tags, and in its original packaging.

You’ll also need the receipt or proof of purchase. To start a return, you can contact us at and send us photo or video of the issues you are describing.

Items sent back to us without first requesting a return will not be accepted. The cost of sending the items back is supported by the customer. 

We will notify you once we’ve received and inspected the item, and let you know if the refund was approved or not within 24h. 

After making a purchase, you have a 12 hour timeframe to request the refund of your order.

Please note that if the product is already processed on our system the refund will not be accepted. 

One of the items has a defect. What should I do?

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can acknowledge the issue and send you a replacement.  

My payment was declined, what should I do?

1.     Place your order again: If your payment has been declined, then you'll need to place your order again. We're not able to reinstate an order once the payment has been declined. 

2.     Check your card info: To help ensure your order is not declined when placing a new order we suggest checking the following:  

  • Check the card details to make sure the information is correct, e.g. the expiry date or your billing address.   
  • Make sure you enter the security code correctly - that's the three digit number on the back of your card.
  • Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.
  • If you've checked all of the above, try paying with another card. 

3.     Contact Us: If your payment has been declined through the 3D secure security measures, then you’ll need to contact your bank for further information.  

If you've received an error message, contact our Customer Care Team via with as many details as you can about the issue - including the error messages you receive, and we'll try to resolve it as soon as we can. 

How can I place an order?

1.     Click on the wanted item and  "Add to Cart" then "Checkout".

2.    Then choose if you want to register or continue as a guest. 

3.     Add the shipping and billing address

4.     Insert your payment details

5.     Place Order

Which payment methods are possible?

Credit cards accepted:  




American Express

I have a coupon code for a discount, how do I use it?

1.     In your shopping cart, look for "Enter your promo code." 

2.     Enter your code. 

3.     Click or tap Apply.  

4.     Proceed to Checkout and complete your purchase.

Is my private information safe?

Make your purchases in full safety. Yes, our policies and procedures are designed to protect both your confidentiality and the security of your information.

The information transmitted on the payment goes in full safety and encrypted directly to the banker server Stripe, duly authorized.

Data collection and storage of your information credit card is ensured by Adyen and with your consent.

In no way, Fly Drums collects or stores your bank details.

The data safeguarding of your bank connection makes your purchase faster and easier.


Europe Warehouse & HQ

Rua do Centro Cultural 27A

1700-106 Lisboa


U.S. Warehouse

1501 Haines Street

Jacksonville, Florida

32206 United States