Where do you ship to?
We ship to the U.S. (including Alaska and Hawaii), Canada, the United Kingdom, Australia, New Zealand, & Europe. We do not ship to P.O. Boxes (including APO and FPO) or the U.S. Territories. If the address attached to your order contains a P.O. Box, a member of our Customer Care team will reach out to you for an updated address. If we do not hear back within seven days from the original order date, we will cancel your order.
If you reside in a different country, please email our Customer Care team at support@phoenexia.com with your name, country, and email to be added to our mailing list. We will reach out once we begin shipping to your country.
What should I do if my package is lost or damaged in transit?
While we work hard to make sure your order gets to you safely, we know that sometimes things happen. We understand how frustrating that can be, which is why we offer shipping protection on all of our products. Depending on the problem, we offer a refund, replacement, or free return.*
If you have any issues with your package, please contact us at support@phoenexia.com and we will rectify the situation. Please make sure to contact us within 14 days after the delivery date.
Lost Items: If you have received a notification that your package has been delivered but you cannot find it, please check your surroundings and contact your household members, neighbors or property managers. If you still have not found your package, please wait at least 48 hours before contacting us at support@phoenexia.com – in some cases packages are marked as delivered before they arrive.
*Please note that refunds, exchanges, and free returns will not be issued for damage to packaging alone.
How do I change my shipping address?
If your order has not been shipped yet: Please email us at support@phoenexia.com with your order number and updated shipping address.
Which company is used for the delivery?
We use DHL, USPS, FedEx, and CJ packet to ship our packages.
How can I get free shipping?
You get free shipping with a minimum order of $50. Free shipping applies to standard ground shipping within the USA, UK, Canada, Australia, New Zealand, and throughout Europe. We do not deliver to PO boxes.