Refund policy

If you're looking to return or exchange your order, we're here to help! We offer free returns due to defects and damage. You can return your product for store credit, a different product, or a refund to the original payment method.

Policies and Info

By placing an order with Fenix Society you are acknowledging that you have read and agree with our store policies, return policies, privacy policy, and terms of business.

Fenix Society is proud to offer flat rate $8 Economy Shipping on any order over $125 that is shipping to the lower 48 states or to an APO/FPO address. Please note that your order must total $125 AFTER any discounts or coupons are applied, and before shipping charges and taxes are applied. Economy shipping typically takes 3-10 business days to the lower 48 states and means that your order will ship the most economical method possible (this is automatic and we cannot take requests). These methods can include but are not limited to UPS SurePost, UPS Ground, FedEx SmartPost, FedEx Ground Economy, FedEx Ground, FedEx Home Delivery, USPS First Class Mail, and USPS Priority Mail. APO/DPO/FPO customers should use the "APO/FPO Shipping" method to receive their free shipping. Tracking information will be provided for Economy Shipping but can be limited and is not always exact.

We’re really sorry to hear there’s an issue with your order. Our team works hard to get everything right, but sometimes mistakes can happen. Don’t worry - we’ll help get this sorted. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original sealed packaging. You’ll also need the receipt or proof of purchase. We do not accept returns or exchanges due to sizing and/or fit.

Opened and unused products in their original condition may only be exchanged for store credit. You will need to return the item to our warehouse

To start a return, please contact us at contact@fenixsociety.us.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at contact@fenixsociety.us. 

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😕 MISSING AN ITEM FROM YOUR ORDER?

We know how exciting it is waiting for your Fenix Society order to arrive, so if something seems to be missing, we’re here to help you figure it out quickly.

Before anything else, double-check your shipping confirmation email. If the item is listed there, it should be in the package you’ve received. If you still need to report the missing item, ensure you provide your order number (e.g., #US123456), the full name and shipping address used for the order, and a detailed list of the items that are missing.

🤷 THE ITEM SHOWS ON MY SHIPPING CONFIRMATION EMAIL, BUT IT'S NOT IN MY PARCEL?

If the item(s) appears on your shipping confirmation but isn’t in your parcel, please reach out to our Customer Support team within 7 days of delivery so we can look into it for you.

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😢 RECIEVED A DAMAGED ITEM?

If something in your order has arrived damaged, please get in touch with our Customer Support team as soon as you can so we can sort things out for you.

To help us investigate properly, please include the following:

  • Full-length photos of the damaged item(s)

  • A close-up photo of the damage

  • Photos of all labels

  • A photo of the outer packaging/bag

Damaged order claims must be submitted within 7 days of delivery.

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💔 RECEIVED THE WRONG ITEM?

If you’ve received an incorrect item, please reach out to our Customer Support team as soon as possible so we can help.

When you contact us, it’s super helpful if you can include the following:

  • Your order number

  • A clear photo of the item(s) you received

  • A photo of the packaging (if you still have it)

Wrong item claims must be submitted within 30 days of delivery.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on closeout items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@fenixsociety.us.