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- 30-DAY GUARANTEE
- What’s your 30-day guarantee?
- At Phoenix Trading Company, we stand behind all of our products with a 30-day, money-back guarantee. So, if you receive an item which is not in the condition described, we will promptly provide you a postage-paid return label, then issue you a complete refund (including shipping) as soon as we receive your item. We want you to be happy with everything you buy from us—so if you have any issues with your order, please contact us and allow us to make it right.
- PAYMENT AND REFUNDS
- What forms of payment do you accept?
- We accept PayPal, VISA, MasterCard, American Express, Diners Club, JCB and Discover. We do not accept personal checks or cash.
- What happens if I need a refund?
- We typically issue a refund within 5 business days of receiving your item. We will credit your refund to the same payment method you used to make your purchase.
- Where do you ship?
- We ship all over the world.
- What shipping methods do you use and what are the rates?
- Shipping rates vary, depending on where you live and what we’re shipping. Here’s the guide we use:
Destination Carrier 1st Item Each Addtl. Item Delivery Time Est. Continental US & APO/FPOs USPS $5.94 $0.99 2-5 days Alaska, Hawaii & US Protectorates USPS $7.44 $1.49 2-5 days Canada DHL $8.48 $0.99 10-15 days Europe DHL $13.48 $2.99 10-15 days Asia DHL $14.48 $2.99 10-15 days Rest of World DHL $17.48 $3.99 10-15 days
US orders are shipped via USPS Standard Mail or UPS Ground.
USPS Express Mail is available for the continental US orders for $26.94 for the 1st item, and $13.47 [TDH2] for each additional item[TDH3] .
International & Canadian orders are shipped via DHL International Airmail. Any duties/tariffs are paid by the buyer and are not included. PLEASE NOTE that Canadian Customs charges a $7-9 collection fee.
- Shipping rates vary, depending on where you live and what we’re shipping. Here’s the guide we use: SHIPPING RATES
- When will my order arrive?
- Well, it depends. Orders ship 1 business day after your payment clears. We will send you an email to let you know your order is on its way, along with a tracking number when available. You can also check your order status on this website. Delivery within the US typically takes 3-5 business days and international delivery takes 10-15 business days. Remember, “business days” do NOT include weekends & holidays. Not even Saturday. Sorry!
- Can I change my shipping address after I’ve completed an order?
- If you have already paid for your item, but need to change the shipping address, please send us an email at firstname.lastname@example.org with the words "ADDRESS CHANGE" in the subject field. While we cannot be responsible for incorrect address information submitted during the checkout process, we will certainly do our best to make the change in time.
- EXCHANGES & RETURNS
- Can I exchange an item?
- Sorry, you can’t exchange one item for another, but you can exchange it for the same item in a different size or color—assuming we have it in stock.
- Can I return an item I don’t want?
- If an item doesn’t fit or isn’t exactly what you had in mind after all, you can return it. However, there are a few conditions. You MUST contact us before returning any item. The item has to be in EXACTLY the same condition as it was sent, and any tags or labels need to remain attached. Sorry, shipping costs are not refundable in this situation.
- What do I do if something I buy is defective?
- Everything we sell is covered by our 30-day guarantee. If an item is defective, we will replace it if it’s in stock or issue a FULL refund including shipping if it’s not in stock. Please remember that you MUST contact us before returning any item.
- How do I initiate a return?
- Simply send us an email here including your order number, your item number and the issue. We’ll reply with your next steps.
- Can you measure something for me?
- Sadly, no. Due to the overwhelming number of requests we receive to do this, AND the large number of items we have for sale, we cannot cost-effectively provide any additional measurements. We are really sorry and apologize for the inconvenience.
- Can you help me figure out what shoe size will fit best?
- We realize that shoe sizes vary from manufacturer to manufacturer, but unfortunately, we don’t have access to any more precise sizing information than the shoe size itself. We can only suggest that you check out the manufacturer’s website.