Order and Shipping Questions
Can I change an item or quantity in my order?
As long as the order hasn't shipped yet, you can either edit your order yourself by logging in to Fenix-Store.com and going to the order page, or you can contact our customer service team and ask them to stop the shipment to make changes. If the orde
Can I get a quote for a bulk purchase or a group discount?
Absolutely! To get a quote, simply email us with your request and we'll get back to you as soon as we can. We often offer discounts for large purchases or customers that purchase large quantities on a recurring basis. Addiitionally, we can offer up t
How can I cancel my order?
To cancel, please reach out to our customer service department at 877-449-3301 as soon as possible! Our warehouse ships orders very quickly and once yours has shipped it can no longer be canceled!
How can I check the status of my order?
To check the status of your order, please log into your Fenix-Store account here. Under the "Orders" tab, you'll see a list of your order history and order status.
How do I return a recent purchase?
Go to our Returns and Exchanges page (https://fenix-store.com/pages/returns-and-exchanges) to learn more and to start your return.
I forgot to use my coupon. Can it be applied to my order?
Yes! Please reach out to us using our contact request form and we'll be happy to apply that discount for you!
What does "awaiting fulfillment" mean on my order status?
If your order status says "awaiting fulfillment," this means we have received your order and it is currently being processed.
When will my order arrive?
To see your order status, log into your Fenix-Store account. You can see if your order has shipped along with the tracking number which will usually provide an estimated date of arrival.
Where can I find my receipt?
To see your order history and status, you can log into your Fenix-Store account. Click the order you'd like a receipt for and underneath the Order Details, you can print the invoice.
Why am I receiving an email/call/text from Wyllo to confirm a transaction?
Don't worry! We work with a third-party fraud prevention platform called Wyllo (previously "NoFraud") to protect ourselves and our customers from fraudulent purchases. If you are being contacted by someone on the Wyllo team it means that something ab
Why is my payment being declined?
Common causes of declined payments include: an incorrect credit card number or expiration date, billing/shipping addresses that don't match what's listed on your card account, insufficient funds, the bank declining based on location, or the bank's fr
Can I get a copy of my receipt or invoice?
Yes! To access your receipt please log in to your account on Fenix-Store.com. From here you can see all previous purchases and receipts.
Can I use multiple coupons at once?
Our system, like most stores, is only able to take one discount code per order.
Do you ship to PO Boxes?
Yes, we can ship to PO Boxes, but please be aware that UPS does not deliver to PO Boxes. If you select a UPS delivery option, you must ship to a residential or business address.
Do you ship to APO, FPO, or DPO addresses?
Yes, we can ship to military and diplomatic overseas mailboxes via USPS but there are limitations to what we can ship. Due to hazmat restrictions, we are unable to ship individual batteries without a flashlight with it. If you order a flashlight and
Will I get the shipping tracking number for my order?
General Tracking Information: yes, you will receive a tracking number. Once the label is printed for your package, a tracking number email is sent to the email you used when you placed your order. We normally ship orders within 24 hours, for orders p
Do you ship outside the US?
No, Fenix Store is authorized only to sell Fenix products within the United States, US Territories, and APO addresses. If you do not have a shipping address in the USA (including US Territories and APOs) please reach out to the manufacturer directly
What countries do you NOT ship to?
Fenix-Store only ships to USA addresses, including APOs and US Territories. If you do not have a shipping address available within the United States, please contact the manufacturer at [email protected] to find a Fenix distributor in your area.
Do you accept Paypal?
Yes! At Fenix-Store we accept Visa, Mastercard, American Express, Discover, and Paypal.
How can I track my order and what if the tracking shows no updates?
You can track your order using the tracking link and number provided in your shipping confirmation email or you can log in to your account on Fenix-Store.com to see all of your order information, including tracking information. Note: It is common for
Can I change the shipping address after placing my order?
If your order has not yet shipped, we may be able to update the shipping address for you. Please call us, message us, or email us as soon as possible so we can try to stop the item from being shipped before the address is update. Please provide the n
What should I do if my order arrives with missing or incorrect items?
If you receive incorrect items or are missing parts of your order, please file a claim through our claims and returns portal (https://fenix-store.com/apps/redo/account/login). Additionally, please contact our customer support team to let us know and
What are the options if my package is delayed or lost in transit?
We understand delays can be very frustrating. These situations are quite frustrating for us also, as we work hard to provide excellent customer service but have no control over the mail carriers and their performance. If the carrier's tracking inform