FAQ | Frequently Asked Questions

CONTACT US

How I can contact Phoenix Box?

You can simply contact us where our customer service team will be happy to help you with whatever you need!

PAYMENTS

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX, Discovery, JCB, Diners Club) and PayPal payments.

SHIPPING AND COSTUMES

When will you ship my items?

99% of orders leave the warehouse within 1 business days of payment.
We will notify you by email with a Tracking Number within 5 business days. Emails sent out with your Tracking Number may end up in your junk/spam folders, so please check there before sending duplicate requests.

My order has been sent, why don't i see the tracking info?

Your order has been sent, but sometimes it takes up to 2- 4 days for tracking info to show up in the USPS tracking system. This also applies to Canada Post and Royal Mail.

Do you ship in all countries?

We ship to all countries, all over the world.

When i will receive my items?

Allow 1-4 business weeks for delivery due to high demand and the final delivery will be made by your local mail carrier to your mailbox or doorstep. This may be a little longer for international delivery. We have many fulfillment centers around the world to ensure your products get delivered to you as quickly as possible.

Where are my items coming from?

Although our fulfillment house is located in North America, some of our specialty items are located in other countries such as Australia, Germany, United Kingdom, and China.

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be
sent in separate packages, even if you've specified combined shipping.
Please keep this in mind when receiving deliveries.

Where do i track my orders?

Very simple! Head over to our "Track Your Order" page and enter your order number and email address. Once you do this you will see all the information regarding your order.

If you have any other questions please email support at sales@phoenixboxx.com and we will do our best to help you out.

Will be charged with customes and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order

arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be

covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

Returns

How do I return an item?

If you are not happy with your purchase and wish to return an item, please

number as well as the reason for your return. Our customer service team will

review the return request and will send further instructions if the return is

approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of

the customer.

What if the item(s) I received are defective/incorrect/dameged?

Please contact us within 7 days from receiving your order if you received

merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I recieve my refund?

All refunds will be credited to your original form of payment. If you paid by credit

or debit card, refunds will be sent to the card-issuing bank within 7-10 business

days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact

the bank/credit card company. It may take some time before the refund is posted to your account.