FAQs

Payment & Shipping

We accept American Express, Diners Club, Discover, JCB, Mastercard Paypal, Venmo, Visa. 

A fixed cost of $7 for shipping will be added to your total during checkout.  For orders over $100 we will ship for free.

Orders will typically be prepared within 12-15 business days (M-F). All packages for continental U.S. addresses are shipped via the standard shipping method (5-7 business days). Shortly after an order is placed you will receive a confirmation email with the details of the order placed.

At the moment we are able to ship internationally only if you are an approved retailer or distributor. If you are international retailer or distributor please contact us at contact@wooxcompany.com

For all the other case, all orders must have both billing and shipping addresses located within the 50 United States or District of Columbia.

If you would like to place a government order for any WOOX LLC product(s) to be exported please contact our Customer Service to discuss your options.

The shipping address cannot be changed after the order has been placed. If you placed an order with the wrong address you can wait for it to arrive at destination and then return it (see terms & how to do it here).

Once the order has been placed and the payment has been processed, you cannot cancel your order. When the order arrives at destination, you can return it. 

Items cannot be added to existing orders. Your order is confirmed once you receive an order confirmation email with the order number. To order additional items please feel free to place a new order on the website.

Currently, our carrier does not offer the possibility to ship to PO boxes.

Currently, our standard carrier does not offer the possibility to ship to military dddresses. If you would like to place a order for any WOOX LLC product(s) to a military address, please contact our Customer Service to discuss your options.

Some states charge sales tax on the things you buy, and some charge tax on shipping. We follow the rules implemented by each individual state.

Where sales tax is applicable, it will appear on your online order form and on the invoice included with your order.

Shipping and billing address can be different. You can insert a different billing address during the payment step of the checkout process. Select “Use a different billing address” before completing the order. You cannot change the billing address after you complete the order.

Delivery times may vary due to force majeure which includes weather conditions and strike actions. Bad weather can block the roads or slow down the transit and cause a delayed delivery. Additionally, orders placed during national holidays may delay the shipping. These holidays include:

 

• Good Friday

• Day before Memorial Day

• Memorial Day

• Day before Independence Day

• Independence Day

• Day before Labor Day

• Labor Day

• Thanksgiving Day

• Day after Thanksgiving Day

• Christmas Day

• Boxing Day

To track your order please check your personal account and the order you are interested in tracking. You will find a tracking code that will allow you to check the status of your shipment. The same information can be found also on the shipping confirmation email you received.

If you encounter a problem when attempting to track your shipment, please be aware that the lack of information may be due to one of the following reasons:

• a delay in the updating of tracking information. Sometimes, an intermediary courier is used in the initial shipping phase, meaning that the tracking information is not available on the website;

• the shipping method does not enable tracking.

If the expected delivery date for your order has elapsed, and the order details page does not display any tracking updates, we recommend waiting one or two days for the delivery of your parcel. Otherwise please contact our Customer Service team.

Sometimes the following situations can occur with deliveries marked as delivered:

• A neighbor or roommate may have accepted the package on your behalf

• The postal carrier left the package somewhere discreet to prevent it from being stolen

• The postal carrier marked the package as delivered a few days in advance

If you still can't find the package, please double-check your shipping address on your order confirmation to ensure that the order was shipped to the correct address. 

If the package hasn’t shown up after 7 business days, please reach out to our customer service team with your order number and we can take it from there.

You can enter a discount code in the available field on the checkout page before proceeding to the payment. 

Each promotional code has a set of precise rules regarding its use, including: the validity period, the fact that it cannot be used in conjunction with other promotional codes, the minimum spend or the type of products purchased. If our system does not recognize the code entered, please check that your order respects the promotion validity criteria.

If the code is rejected a second time, ensure that you have correctly entered the characters: for example, the number “zero” is frequently mistaken for the letter “o” and the number “one” for the letter “l”. If the code is rejected again, please contact our Customer Service team.

Order Issues

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please contact us on one of the options below with:

• The order number

• The faulty item's name and number

• A description and pictures of the fault

We want to sort out any issues with incorrect items straight away.

If one of the items you received isn't what you ordered, please contact our customer service to discuss it and find a solution together.

If an item is missing, please contact us using one of the options below with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

Our top priority is to get you into your gear quickly. Because we begin processing your order immediately, we are unable to make changes or cancel the order after it’s placed.

On Woox store there is no minimum amount to complete a purchase.

Unfortunately, we are unable to offer gift cards at the moment.

If a product is sold out you can be informed when the product becomes available again by submitting your email address. When more products will become available you will be notified by email.

Tech Issues

An account is always required to place an order on wooxstore.com. By setting up an account, you have easy access to your order, faster returns, as well as quicker check out next time. You cannot check-out as a Guest.

To manage your personal information, log in to your account and go to the “MyAccount” section of your personal profile. Then select the information that you wish to change.

Don’t worry, creating a new password is easy. Click on “Forgot your password?", enter the e-mail address used to register on the website and click on “Submit”. You will then receive an e-mail containing a new password. For security reasons, we recommend that you change the password received from your WOOX Account immediately. If you are having trouble finding the e-mail containing your new password, please check your SPAM folder.

To unsubscribe from our newsletter, simply click the “Unsubscribe here” link situated at the bottom of all of our newsletters.

Returns & Refunds

Our return policy lasts 30 days from the purchase day. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We will only accept returns that are complete with the packing list provided by Woox or with the order number written on the outside of the box.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where refunds are denied:

• Goods with obvious signs of use

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error

• Any item that is returned more than 30 days after delivery

To start a return, please click the link below and follow the instructions provided. https://wooxstore.myreturnscenter.com/

You will be responsible for paying for your own shipping costs for returning the item. Shipping costs are non-refundable.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 45 labor days.

If you haven’t received a refund yet, first check your bank account again.  Then contact your credit card company, it may take some time before your refund is officially posted.  Next contact your bank. There is often some processing time before a refund is posted.   If you’ve done all of this and you still have not received your refund yet, please contact us at contact@wooxcompany.com

Regular priced items may be refunded. Items on sale can be refunded too at the price paid by the customer at checkout.

Currently we do not offer an exchange policy.

Woox Warranty

The extent of the Limited Warranty is given for each WOOX LLC products with a retail price above 100$.

Limited Larranty lasts for 2 years, starting from the date of purchase. 

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