Shipping policy

At Fenix Society we take very strict precautions to ensure that many of our orders are verified in order to guard against fraud. Please note that we do use a credit card authorization system that verifies your credit card number to the billing address that the bank has on file. This means that using an address different than the actual credit card's address may delay the package and cause us to put your order on hold until we can verify your information. We also ask that if possible, you use the same billing and shipping information for your order. Again, we may be forced to put the order on hold until we can verify all of the information on the order.

Fenix Society will not be responsible for upgrading the shipping or offering a discount of any sort should either of these situations occur. The customer is responsible for ensuring that all billing and shipping information is accurate. At this time we are not able to ship orders to a freight forwarding or cargo company.

We ship all orders via FedEx or USPS. We recommend that any customers ordering from states and territories such as Puerto Rico, Hawaii, Alaska, and Guam use AK or HI Shipping as the shipping method.

The online system is not able to always accurately calculate the shipping for larger orders. There may be instances where one of our Customer Service Representatives will contact you after your order has been placed in order to verify any changes in the shipping costs.

Free shipping offers never apply to orders over $500. If you use a free shipping coupon for orders that total greater than $500 we may have to ask for shipping charge due to the excessive cost of shipping large and/or heavy orders.

The customer is responsible for all shipping costs. We primarily ship packages via USPS and FedEx methods. Complete orders will typically ship the same business day as long as they are placed before 11 AM PST. While we make every attempt to ship the day of your order, there is no guarantee of this. We also cannot guarantee that your package will arrive in any particular time frame. There are instances where FedEx or USPS will delay the shipment of a package due to unforeseen events. If your package has been delayed beyond its scheduled delivery time, we will not be able to refund any shipping charges. Please be aware that FedEx and USPS do not have any guarantees as to the delivery time of a ground package.

Free shipping is offered on some of our products, as noted in the various brand sections. Qualifying orders shipping within the continental U.S. can use Standard Shipping. Orders to Hawaii, Alaska, or US territory addresses do not qualify for free shipping. Please note that if you attempt to obtain free shipping on an order that does not qualify, your order will be cancelled until we notify you and receive authorization for the additional shipping charges. Free shipping promotions do not apply to international orders.

If a customer is in receipt of merchandise that was drop-shipped (merchandise from one of Fenix Society LLC's distributors shipped directly to the customer), it is the customer’s responsibility to contact Fenix Society regarding the drop-shipped merchandise. We will not be held liable for issuing refunds and/or exchanges on any drop-shipped merchandise that a customer has chosen to return to the distributor. In addition, Fenix Society LLC will not be held liable for any missing or damaged items that the customer has chosen to return to the distributor. Furthermore, if drop-shipped merchandise has been returned to the distributor by the customer, Fenix Society LLC reserves the right to end all further assistance and proceedings regarding the customer’s order. All drop shipped merchandise must be returned to Fenix Society, not to any other party.

Should a package be lost or damaged, it is the customer's responsibility to report the loss to Fenix Society LLC so that the problem may be addressed in a timely manner. Lost FedEx packages must be reported within 30 days of the original ship date of the package. Lost USPS packages must be reported within 90 days of the original ship date. The postal service will not allow us to open a USPS claim before 45 days from the original ship date. If you feel that your USPS package has been lost, you must submit your concern in writing so that we may open a claim with the postal service. Please be aware that claims cannot be opened after 90 days, and Fenix Society assumes no responsibility for claims made after these time periods. In some cases, and for some items, a stolen property report may need to be filed with your local PD for us to work on a refund or replacement.