1.Can I change or cancel my order once it has been placed?
We would be unable to change or cancel an order once it has been placed.
2.How long will my order take to arrive?
After your order has been processed, please allow 14-17 days for your order to arrive (varies by location).
(However, *PLEASE* make sure your shipping address information is entirely correct to ensure a faster, safer delivery!)
3.How can I track my order?
Tracking will become available 2-3 days after your order has been placed.
4.How long does it take for my order to be processed?
Orders are processed within 2-3 days.
*We do not process orders on weekends.*
5.When will my order be shipped out?
Once you have placed your order, please allow 2-3 days for your order to be shipped out.
Returns and Refunds
Easy Returns and Exchanges
We want you to be completely satisfied with your purchase. If you are not happy with your product, you can return it within 30 days of receipt for a full refund or exchange.
How to Initiate a Return
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Contact Us: Please email our customer service team at salesphoenixware@gmail.com to initiate a return. Include your order number and the reason for the return.
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Return Shipping: Once your return is approved, we will provide you with a return shipping label. Print the label and attach it to your return package.
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Pack Your Items: Ensure that the items are securely packed in their original packaging.
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Ship It Back: Drop off your package at the nearest shipping carrier location.
Processing Time
- Once we receive your return, we will process it within 5-7 business days.
- Refunds will be issued to the original payment method used during purchase. It may take an additional 3-5 business days for the refund to appear in your account.
Conditions for Returns
- Items must be returned in their original condition, unworn, unused, with tags, and in the original packaging.
- We do not accept returns for customized or personalized items unless there is a defect or error on our part.
Non-Returnable Items
- Sale items
- Gift cards
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
Damaged or Defective Items
Please inspect your order upon reception and contact us immediately at salesphoenixware@gmail.com if the item is defective, damaged, or if you receive the wrong item. We will arrange for a replacement or refund as quickly as possible.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling Off Period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at salesphoenixware@gmail.com.
Contact Information
For any questions or concerns, please contact our customer service team at salesphoenixware@gmail.com.
