Order processing
In-stock orders are generally prepared for shipment within 2–5 business days, excluding weekends and holidays. Product launches, limited releases, preorders, severe weather, carrier disruptions, and unusually high order volume may require additional time. Any different processing period will be disclosed on the product page or at checkout.
Orders may ship in more than one package. A shipping confirmation does not mean the carrier has completed its first scan.
Shipping methods and charges
Shipping methods and charges are calculated and shown at checkout based on destination, package details, order value, and available carrier services. Estimated delivery windows begin after carrier acceptance and are not guarantees. BRIXEN may change available carriers or services when reasonably necessary to fulfill an order.
Address accuracy and order changes
Customers are responsible for providing a complete and accurate delivery address. Contact info@brixenx.com immediately if an address is incorrect. Address changes and cancellations cannot be guaranteed after an order enters processing. Additional shipping charges caused by an incorrect or incomplete address may be the customer’s responsibility where permitted by law.
Tracking and delivery
Tracking information is sent to the contact information provided at checkout when available. Carrier tracking may take up to 24 hours to update. A package marked delivered should be checked against the delivery address, household members, neighbors, building staff, and any carrier delivery image or notice before contacting BRIXEN.
Delivery dates are estimates. BRIXEN is not responsible for carrier or customs delays outside its reasonable control, but will provide reasonable assistance with a carrier inquiry.
Lost, stolen, or damaged shipments
Report a package that arrives damaged, defective, contains the wrong item, or is missing an item within 48 hours after delivery. Include the order number and clear photographs of the product, shipping label, outer package, and all packing materials. Preserve the package while the claim is reviewed.
After BRIXEN verifies and approves a timely claim, store credit is the sole remedy; cash refunds and replacement products are not provided under this policy except where applicable law requires otherwise. For a package that appears lost in transit or is marked delivered but cannot be located, contact the carrier and BRIXEN promptly. BRIXEN does not guarantee credit for a package stolen after confirmed delivery, but will review the circumstances in good faith.
International orders
If international shipping is offered at checkout, the customer is responsible for import duties, taxes, brokerage charges, and compliance with destination-country restrictions unless checkout expressly states otherwise. Customs delays are outside BRIXEN’s control. Refused or unclaimed international packages may be refunded only after return to BRIXEN, less nonrefundable shipping, duties, fees, and other lawful costs.
Contact
For shipping assistance, email info@brixenx.com and include the order number.