Información de contacto
Last Updated: August 5, 2026
FLAMO is an independently owned, FAMILIA-run small business. Most inquiries are reviewed personally by our team. Using the correct support channel and providing complete information helps us review your request faster and more accurately.
Before sending a direct message or submitting a new request, please review the information below. Order updates, pre-order questions, address changes, returns, damaged products, missing items, and package claims must be submitted through the appropriate email address or the FLAMO Customer Care Center.
1. Start Here
Customer Care Center: Submit a FLAMO Customer Care request
The Customer Care Center is the primary support channel for order questions, shipping concerns, returns, claims, and general assistance.
One request is enough: Please do not submit the same issue through multiple forms, email addresses, social media accounts, or Discord. Duplicate requests may create separate cases and delay our review.
After submitting a request, reply to the original confirmation email when providing additional information instead of opening a new case.
2. Track Your Order or Drop
Individual Order Tracking: Use the order-status link included in your FLAMO order confirmation or shipping confirmation email. After tracking is added, you may also be able to follow the shipment through your Shop account or the Shop app.
Pre-Order and Drop Updates: Visit FLAMO Drop Status for current drop, pre-order, production, fulfillment, and shipping updates.
FLAMO Drop Status provides general updates for active drops and production timelines. Your individual order-status page provides order-specific tracking after your order has been packed and fulfilled.
Tracking may remain in a “label created,” “pre-shipment,” or similar status until the carrier physically accepts and scans the package. Please allow approximately 24–48 hours for initial tracking movement.
3. Information to Include
For the fastest review, include all reasonably available information related to your request:
- Your FLAMO order number
- Your full name
- The email address used at checkout
- Your shipping address when address verification is needed
- Your tracking number when available
- A clear explanation of the issue or request
- The product name, size, color, or variation involved
- Clear photographs when reporting damage, missing products, incorrect products, or packaging concerns
Please do not send your account password, full payment-card number, bank account information, or other unnecessary sensitive financial information.
4. Most Common Questions
Before contacting Customer Care, please review your order-status page, shipping confirmation, product page, and FLAMO Drop Status.
- Where is my order?
- When will my pre-order ship?
- Why did another order ship before mine?
- Can I change my shipping address?
- Can I change my product, color, size, or quantity?
- Can I cancel or combine an order?
- My tracking has not updated.
- My package says delivered, but I cannot locate it.
- My product arrived damaged or incorrect.
- An item is missing from my order.
- Can I return or exchange my product?
- How do I collaborate with FLAMO?
5. Existing Orders
Use the following support channel for questions involving an order that has already been placed:
Order Support: orders@flamo.us
Order Support may assist with order status, payment verification, fulfillment questions, tracking concerns, and other existing-order requests.
Orders are not always fulfilled in numerical order. FLAMO may process orders in batches according to product type, variation, inventory status, packaging requirements, address verification, pre-order status, or other fulfillment needs.
6. Pre-Order Support
Pre-Order Questions: preorder@flamo.us
Before contacting Pre-Order Support, please review the product page, your order confirmation, and the current update on FLAMO Drop Status.
Many FLAMO pre-order products are produced from scratch rather than pulled from ready-to-ship inventory. Production timelines may be affected by manufacturing schedules, material availability, quality-control requirements, suppliers, customs, freight movement, carriers, holidays, or circumstances outside FLAMO’s reasonable control.
If an order contains both in-stock and pre-order products, the entire order will ship together after every product is ready. FLAMO does not split mixed in-stock and pre-order orders.
7. Address Changes and Order Changes
Address Changes: addresschange@flamo.us
Requests to change an address, recipient name, product, size, color, quantity, or other order information are not guaranteed.
FLAMO may be unable to make changes after:
- An order enters processing
- Inventory is allocated
- Pre-order production begins
- An order is packed
- A shipping label is created
- The package is transferred to the carrier
Submitting a request does not mean the change or cancellation has been approved. The original order remains active unless FLAMO confirms the change or cancellation in writing.
If your shipping address cannot be verified, FLAMO may place the order on hold and contact you for a complete or corrected address. Processing will resume after the required information is received and verified.
8. Returns and Exchanges
Returns and Exchanges: returns@flamo.us
Do not mail a return or exchange without written authorization and return instructions from FLAMO.
Submitting a return or exchange request does not guarantee approval. Eligibility depends on the product, order status, product condition, product-specific disclosures, the FLAMO Refund Policy, and applicable law.
Products sent without authorization may be delayed, refused, or returned to the sender where permitted by law.
9. Damaged, Missing, or Incorrect Products
Claims Support: claims@flamo.us
Customers are encouraged to report damaged, missing, defective, or incorrect products within seven calendar days after delivery so FLAMO can preserve evidence and pursue any available carrier, fulfillment, or insurance claim.
When submitting a claim, include:
- Your order number
- A clear explanation of the issue
- Photographs of the shipping box or mailer
- Photographs of the shipping label
- Photographs of all products received
- Photographs or video showing the damage or issue
- The packing slip when one was included
Please keep the merchandise, packaging, shipping label, packing slip, and packing materials until FLAMO confirms they are no longer needed.
Missing information may delay our review or affect the availability of a carrier or insurance claim. FLAMO will not automatically deny a legally valid remedy solely because a particular photograph is unavailable.
10. Lost or Delivered Packages
If tracking shows that a package was delivered but you cannot locate it, please:
- Confirm that the shipping address on your order is correct.
- Check your mailbox, front entrance, side entrance, garage, parcel locker, mailroom, leasing office, or other secure delivery area.
- Ask members of your household, neighbors, building staff, or property management whether they accepted the package.
- Allow up to 24–48 hours in case the carrier completed an early delivery scan.
- Contact the carrier using your tracking number and request delivery details.
- Submit a claim through FLAMO Customer Care if the package remains missing.
A carrier delivery scan does not automatically determine the outcome of every claim. FLAMO may review tracking history, address information, delivery photographs, carrier findings, prior claims, and other available information.
11. Billing and Payment Questions
Billing Support: billing@flamo.us
Billing Support may assist with payment-status questions, duplicate charges, refunds issued by FLAMO, payment verification, or other transaction-related concerns.
Never send your full payment-card number, card security code, account password, bank password, or complete bank account information by email, direct message, or Customer Care form.
Refund processing times may vary after FLAMO issues a refund because banks and payment providers control when funds are posted to an account.
12. General Support
For website questions, product questions, accessibility concerns, general assistance, or matters not involving an existing order, return, exchange, or claim, contact:
General Inquiries: info@flamo.us
Customer Care Center: Submit a request
13. Privacy and Intellectual Property Requests
Privacy Requests: info@flamo.us or the FLAMO Customer Care Center
When submitting a privacy request, clearly identify the request and provide enough information for FLAMO to locate the relevant records and verify your identity when required.
Copyright or Trademark Concerns: info@flamo.us
Intellectual property notices should identify the protected work or trademark, the material at issue, its location on the FLAMO website, the rights holder or authorized representative, and reliable contact information.
14. Collaborations, Marketing, and Media
For brand partnerships, creator opportunities, collaborations, marketing proposals, media inquiries, interviews, press requests, or other business opportunities, use the most relevant contact below.
Collaborations: collabs@flamo.us
Marketing: marketing@flamo.us
Media Requests: media@flamo.us
Sales and Business Inquiries: sales@flamo.us
Please include your name, company or platform, proposal details, relevant dates, audience information, deliverables, budget when applicable, and links to previous work.
15. Official Social Media Channels
Follow and connect with FLAMO through our official social channels:
Instagram: @flamo.us
TikTok: @flamo.us
Discord: Join the FLAMO Discord
Social media comments, direct messages, tags, mentions, replies, and Discord messages are not official order-support channels.
Sending a direct message or posting a comment does not:
- Create an official order claim
- Change or cancel an order
- Preserve a return, carrier, insurance, or legal deadline
- Guarantee that FLAMO has received or reviewed the request
Order-related concerns must be submitted through the appropriate email address or the FLAMO Customer Care Center.
Do not publicly post your order number, shipping address, telephone number, payment information, or other private account information on social media.
16. Official FLAMO Communications and Scam Safety
Customer support replies should come from an email address ending in @flamo.us or through an official Shopify-generated communication connected to your FLAMO order.
FLAMO will never ask you to provide:
- Your account password
- Your full payment-card number
- Your card security code
- Your complete bank login information
- Payment through gift cards
- Payment through cryptocurrency
Do not click suspicious links or send payments to an unfamiliar account claiming to represent FLAMO. Forward suspicious communications to info@flamo.us for review.
17. Response Times
FLAMO Customer Care operates according to Pacific Time.
Most complete requests are generally reviewed within 1–3 business days.
During product launches, packing periods, holidays, weekends, high-volume order periods, carrier disruptions, or major fulfillment events, please allow up to 3–5 business days.
Business days are Monday through Friday, excluding recognized U.S. holidays.
Response times begin after FLAMO receives the information reasonably needed to review the request. Missing order details, photographs, verification information, or documentation may delay the review.
Response estimates do not extend carrier claim deadlines, payment-dispute deadlines, return periods, statutory cancellation periods, or other legal deadlines.
18. Mailing Address
FLAMO
P.O. Box 740102
San Diego, California 92174
United States
Important: This mailing address is not an authorized return address.
Do not mail merchandise, returns, exchanges, damaged products, or other packages without written authorization and return instructions from FLAMO.
FLAMO does not offer walk-in customer service, in-person returns, or package drop-offs at this mailing address.
19. False Claims and Misleading Documentation
FLAMO reviews claims carefully to protect our customers, our team, and our small business.
Knowingly submitting fabricated, altered, AI-generated, manipulated, or misleading evidence as authentic documentation may result in denial of the claim, cancellation of pending orders, account restrictions, refusal of future service, preservation of relevant records, or truthful reporting to carriers, insurers, payment providers, platforms, or authorities where permitted by law.
This does not prevent a customer from using writing assistance to explain a truthful concern, submitting a good-faith claim, or exercising a lawful right to dispute an unauthorized or incorrect charge.
20. Final Support Reminder
For the fastest and most accurate assistance:
- Use the correct support channel.
- Include your order number and checkout email.
- Provide a clear explanation and reasonably available documentation.
- Submit only one request for the same issue.
- Reply to your original confirmation email when providing updates.
- Monitor your email, including spam and promotions folders, for FLAMO’s response.
Customer Care Center: Submit a FLAMO Customer Care request