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Fenix Loyalty Program

Shipping Info

 

UPDATE 9-8-19: INTERNATIONAL CUSTOMERS ONLY. Due to the large amount of lost packages shipped to these countries and well as some of these countries now having Fenix distributors, we are no longer able to ship to the following countries:

Argentina, Australia, Belgium, Brazil, Canada, Chile, China, Cyprus, Estonia, France, Germany, Greece, Guatemala, Hong Kong, India, Iraq, Iran, Israel, Macao, Malaysia, Mexico, Morocco, Netherlands, New Zealand, Oman, Philippines, Poland, Qatar, Romania, Russia, Saudi Arabia, Singapore, South Africa, Spain, Switzerland, Turkey, Ukraine, United Arab Emirates (UAE) or United Kingdom (UK).

This list is not all-inclusive and other countries may be added at the company's discretion. Please contact service@fenixlight.com for the name of the Fenix distributor in your country.

UPDATE 4-19-16:  INTERNATIONAL CUSTOMERS ONLY. DUE TO THE INCREASE IN SHIPPING COSTS FOR LARGER PACKAGES, IT IS THE DISCRETION OF FENIX-STORE AS TO WHEN WE WILL SHIP AT THE $15 FLAT RATE.  ISOLATED SHIPPING AREAS HAVE AN EXTRA SURCHARGE THAT CAN BE AS HIGH AS $75.  IN SUCH CASES, WE WILL NOT BE ABLE TO SHIP AT THE $15 FLAT RATE.  YOU WILL BE GIVEN THE OPTION TO PAY THE ADDITIONAL SHIPPING.

 

First-time international customers have two options to pay for their first order:  (1) Using PayPal, which is preferred; (2) You can email support@fenix-store.com with the products you want to order, along with your shipping address and phone number.  We will then create an invoice and send you an electronic invoice for payment.  Once that is paid, we will ship the products.

After your first international order, you can order on our website using a credit card; however, we prefer you continue using PayPal in order to expedite processing as quickly as possible.

 

All customers are urged to read the appropriate section below (USA shipments or international shipments).  If you have any questions, please email support@fenix-store.com prior to placing your order.

FRAUD PREVENTION MEASURES

In an effort to reduce the increasing fraud attempts on internet sales, we reserve the right to request that you pay for your order using an electronic invoice we issue.  We take each order on a case-by-case basis.  We do encourage customers to pay using PayPal since it screens the credit card for us AND it provides the customer with seller fraud protection.  WE CONTINUE TO ACCEPT ALL CREDIT CARDS.  In some instances, we will refund your credit card payment and send you an electronic invoice.  Please understand it is a measure to reduce our losses due to fraudulent orders.

 

Shipping Within the USA

  • FREE SHIPPING on all orders shipping to a USA address. We will ship by the least expensive method with our free shipping policy.  FREE SHIPPING IS TO ONE ADDRESS FOR THE FULL ORDER.
  • During checkout, you will have the option to upgrade your shipping (at your cost) **See shipping options below. Expedited shipping options do not guarantee faster processing, they only guarantee faster transit. We do our best to expedite processing on orders with paid shipping but this is not always possible based on order volume and stock availability.
  • Orders placed by 12:30 p.m. Central Time typically ship the same day whenever possible. We cannot guarantee this because same-day shipping may not always be possible based on our order volume and stock availability, especially during the holiday season.
  • Our Shipping Department and offices are closed on the weekends and major holidays. Orders placed over the weekend or on holidays will ship on the next business day at the earliest. We often have high order volume over these days so it is sometimes possible that orders placed during weekends and holidays may not ship until the next 2-3 business days.
  • You will get an order confirmation email when your order is placed and a shipping confirmation email with your tracking number once your shipping label is created. Item pricing in the shipping confirmation email will not reflect any discounts that you took on your order. Look at your order confirmation email to confirm if any discounts were applied.
  • Please check the order confirmation email to ensure all shipping information is correct. Once an order has shipped we cannot adjust the shipping address and cannot reship another order to the correct address until the original one is returned to us.
  • If you need to change anything with your order once it is placed, is is important that you immediately call our office at 800-616-1326 (during office hours).  We ship quickly so you will want to call to make the changes before we begin processing!
  • If you need to provide special instructions with your order, please enter that information in the Comments Section of your order.
  • Fenix Store reserves the right to require a signature on a package shipment for any reason and without prior notification.
  • Items not received must be reported as missing within 3 months of the original purchase date. If an inquiry is not opened and the item is not reported as missing by this time it will be considered forfeit.


USA Shipping Choices and the Delivery Time Offered by the Independent Carriers

  • First Class Mail: Our most cost conscious option; only suited to very small/light packages. 1-14 days in transit.
  • USPS Priority Mail: 2-3 days to most destinations. Best option for orders shipping to APO/FPO, PO Boxes, AK, HI, PR and Guam. The Post Office does NOT guarantee a 2-3 day delivery time on this service. That is an estimate.
  • USPS Express Mail: USPS Express Mail is available for all US and Protectorate addresses. In-transit time is 1-2 days. Orders must be placed before 11:00 AM Eastern Time (EST) to ship same business day. The Post Office does NOT guarantee a 1-2 day delivery time on this service. That is an estimate.
  • UPS Ground: 1-5 days in transit (this is an estimate). Superb track-ability and reliability, fixed in-transit times.
  • UPS 3-Day Select: Guaranteed 3 business-day transit time from date of shipment.  Orders must be placed before 11:00 AM Central Time (CT) to ship same business day.  UPS does NOT count Saturday and Sunday in the 3 days. The date of the order is not the day of shipping. The 3-day transit starts the following business day (An order shipped on Monday will arrive Thursday).
  • UPS 2nd-Day Air: Guaranteed 2 business-day transit time from date of shipment.  Orders must be placed before 11:00 AM Central Time (CT) to ship same business day.  UPS does NOT count Saturday and Sunday in the 2 days. The date of the order is not the day of shipping. The 3-day transit starts the following business day (An order shipped on Monday will arrive Wednesday).
  • UPS Next-Day Air Saver: Guaranteed to arrive the next business-day from date of shipment, usually by 3:00pm. Orders must be placed before 11:00 AM Central Time (CT) to ship same business day. (An order shipped on Monday will arrive Tuesday by 3:00pm).
  • UPS Next-Day Air: Guaranteed to arrive the next business-day from date of shipment, usually by 10:30am. Orders must be placed before 11:00 AM Central Time (CT) to ship same business day. (An order shipped on Monday will arrive Tuesday by 10:30am).
  • UPS Next-Day Air Early AM: Guaranteed to arrive by 8:30 AM the next business-day from date of shipment. Orders must be placed before 11:00 AM Central Time (CT) to ship same business day. (An order shipped on Monday will arrive Tuesday by 8:30am).

 

International Shipping Policies

  • PLEASE NOTE: Many international countries require the customer to pay customs fees/duties/taxes to accept the package.  Please check in your country to determine how much you will pay to receive your package.  If you refuse the package once it arrives in your country, when we receive the package back in our warehouse, we will refund your money LESS THE SHIPPING WE INITIALLY PAID.
  • SHIPPING IS TO ONE ADDRESS FOR THE FULL ORDER.
  • If you would like to upgrade your shipping method at any time, you will have that option during the checkout process.  If you would like to ship using DHL, please ask for shipping quotes in the Comments Section of your order.  We will contact you with the shipping rates.  Once you accept and pay those rates, we will ship via DHL.  
  • Our shipping department and offices are closed on the weekends and major United States holidays
  • You will get a confirmation email when your order is placed and another email with your shipping tracking number once your label is created.
  • Please check the order confirmation email to ensure all shipping information is correct
  • If you need to change your order, please call our office or email support@fenix-store.com immediately. Orders ship the same day or the morning following order placement in most cases so changes must be made quickly. Once the order has shipped it is completely outside our control and we cannot make adjustments or re-ship to another address until the original order is returned to us.
  • If you need to provide special instructions with your order, please enter that information in the Comments Section of your order.
  • VERY IMPORTANT INFORMATION.  PLEASE READ:  When your package is shipped by U.S. Post Office First Class Mail, you will get a tracking number once your shipping label is printed.  This tracking number will track your package UP TO THE POINT OF LEAVING THE USA.  Most international packages depart the USA through Chicago.  In Chicago, your package is given to your country's postal system for delivery. USUALLY tracking stops at this point.  However, some countries are starting to provide shipping to your address. For most countries, when you track the number, it will look as though the package is "stuck" in Chicago (or another US city).  That just means the package left the USA and is in the hands of your country's shipping carrier.
  • Items not received must be reported as missing within 2 months of the original purchase date. If an inquiry is not opened and the item is not reported as missing by this time it will be considered forfeit.
  • HOW LONG WILL IT TAKE FOR MY PACKAGE TO ARRIVE? Every country's postal system is different.  It also depends on the shipping class you select.  Some countries shipping time is as much as 30 days, sometimes longer.  The average shipping time for international packages is 15 days.
  • WHAT IF MY PACKAGE DOESN'T ARRIVE? After 6 WEEKS from the date of shipment, the Post Office allows us to begin a claims process. Additionally, the tracking number must not show any updates for 30 days before we begin the claims process.

 

USA AND INTERNATIONAL INFORMATION

  • WHAT IF I TYPE OR PROVIDE AN INCORRECT ADDRESS WHEN PLACING MY ORDER? Shipping labels are automatically generated based on the Ship To Address you enter when placing your order.
  • If the package is returned to us because the address was insufficient, you will be charged shipping charges to reship the package. 
  • If you decide you don't want the package reshipped, you will be refunded your purchase price less the shipping charges we paid for the first shipment.

 

COUPON/PROMOTION CODES

  • Only ONE coupon code is allowed per order, including Lumen Bucks Reward discount codes.
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