VixMerch FAQ

 

VixMerch FAQs

Q: How long does it take for my order to ship? 

A: Depending on the volume of orders, your order will ship  2-5 business days. Digital orders will fulfill to you automatically via email. Please note that pre-orders will ship on the date specified on the product page.

Q: What to do if your purchase doesn't arrive or arrives in less than perfect condition?

A: Please email vixmerch@victorwooten.com to received refund or exchange information. You have 30 days from the date you receive your item to return your item for refund or exchange. Sale items (price ending in .98) are not returnable but can be exchanged for another size if available. See complete return policy for more information.

Q: Who do I contact if I have a question about my order?

A: Please email us at vixmerch@victorwooten.com. We read all emails that are sent to us, as long as they are not flagged as spam. When you do inquire about an order, make sure to include as much information as possible (full name, phone number, order number or reference number).

Q: What shipping method do you use?

A: VixMerch ships all items USPS with tracking.

Q:  How do you handle foreign tariffs and fees?

VixMerch is NOT responsible for tariffs, fees or potential damages associated with shipping. By purchasing from VixMerch, the customer assumes sole responsibility for any and all taxes, fees, duties and customs issues.

Q. When will I receive my digital order?

A: After completing your order you will receive an email with a link to download your digital content. Please check your spam/junk folder if you do not receive your email with link to download. If you have any issues, please email vixmerch@victorwooten.com

 

Q: How do you handle backorders?

A: If you order an item that is out of stock, we will email you to discuss your options.  If an item is temporarily out of stock, we will let you know when it will be available again. In these cases, we are unable to ship the items on the order separately unless you would like to pay separate shipping charges.  If one of the items you ordered is permanently out of stock, we will email you to see if you would like to change the order to another item.  If we do not receive a response within 3 business days, we will cancel and refund the item and ship any other items on the order.