FAQ

SHIPPING & CUSTOMS

How long will it take to deliver my parcel(s)?

This strongly depends on the place where you live and which shipping method you choose. Please see our Shipping page for more information.

My parcel hasn't arrived yet!

Due to ongoing Covid-19 pandemic, some orders might take longer than usual, but please don't worry. Your parcel is on its way for sure! If you haven't received the parcel after 30 days from placing the order please contact us. Our customer service team will be able to check the status of your order.

My tracking number is not working.

Please allow a few business days for the number to update.

How can I check the status of my order?

You will receive email notifications with updates on your order status and tracking number. You can track your parcel over here.

I'm missing some items from my order.

We’re sorry if something's missing from your order, but don't worry, it could be because we've only shipped part of your order, and the rest of your order will arrive a few days later.

This can happen due to stock availability, meaning sometimes items have to be sent from different warehouses. If this does happen, you may receive another email containing further information, and the remaining item(s) will arrive shortly afterwards.

My order is correct but the item is still missing?

We're sorry about that!

The item(s) missing may have been out of stock. If we're unable to fulfil item(s) in your order, we'll have sent you an email about this - It’s worth checking your junk/spam folder too!

If you've checked the above and your order isn't arriving in separate packages, and we haven't let you know some of your order is out of stock, please let us know so we can look into this for you.

I have received a delivery confirmation, but I don't have the parcel.

Please double-check with your neighbours and people you share home with, maybe someone has collected if for you. Alternatively please contact your local post office / courier to find the package.

Do you ship worldwide?

We ship to most places around the world. In case if your address in not available for shipping, please contact us and we will do our best to fulfil the order.

I messed up my shipping address, what should I do?

Reach out to us at support@fox-shop.us immediately regarding the error. Please provide your email, full name and correct shipping address, we will update the shipping details for you. Please note that, once the parcel is shipped out we are not able to make any changes.

Can I use a PO Box or APO/FPO military address?

For now, our shipping partners are unable to ship orders to PO Boxes or APO/FPO military addresses.

Can I be charged with import duties?

Your order may be subject to import duties and taxes once the shipment reaches your country. Tax fees may vary depending on the country the order is shipped to. Each country/state has its own threshold after which taxes will be applied. You should contact your customs office for specific amounts and percentages.

The store cannot control and is not responsible for any duties/taxes applied to your package and will not cover any additional charges for customs clearance. Note, in rare occasions, customs agents may delay delivery of some packages.

GENERAL

How can I contact support?

You can simply email us at support@fox-shop.us or filling up contact form over here.

How Elastic Buckle Laces works? 

Please visit this page to find out.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, Amex) and PayPal payments.

Where is Fox Shop based?

Our office is located in Drezdenko, Poland.

RETURNS & REFUNDS

I have changed my mind, can I cancel the order?

Yes, you have the right to cancel the order within 24 hours from placing the order. If the parcel is shipped out already, you would need to wait until it arrives and send it back to us for a refund.

I don’t like my item, can I return it?

If you are not happy with your purchase and wish to return an item you have all rights to do so. For more information go to refund policy here.

My item arrived damaged/incorrect. Can I return it?

Damaged or incorrect items can be exchanged or refunded. Please email support@fox-shop.us, to get a new item or a full refund. In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

How long does it take to get a refund? 

Refunds might take up to 14 working days, depending on the system you used to pay with.

 

*Please note that the FAQ works only as a guidance and are not a legal document. Your and our rights and obligations are included in the Terms and Conditions, Cookie Policy,  Privacy Policy and Refund Policy which are legal, binding documents.