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 (live chat on any page of fenix-store.com, support@fenix-store
Can I get a quote for a bulk purchase or a group discount?
Absolutely! To get a quote, click the "Request Bulk Order Quote" button on your cart page, or email us at [email protected] or contact our customer service team through live chat (the chat button on any page of fenix-store.com) with your reques
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 through live chat (the chat button on any page of fenix-store.com) or at [email protected] and we'll be happy to apply that discount for you!
What does "Unfulfilled" mean on my order status?
If your order status says "Unfulfilled," this means we have received your order and it is currently being processed. It has not shipped yet.
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.
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. We select a shipping carrier that can deliver to the address you provide.
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, lithium-ion batteries can only ship to these addresses when they are installed inside the product they
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 one business day. Orde
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 major credit cards, PayPal, and the other payment options shown at checkout.
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 updated. Please provide the
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 report it within 30 days of receipt (later reports cannot be accepted) by filing a claim through our claims and returns portal (https://fenix-store.com/apps/redo/account/login)
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
Does Fenix Store comply with NDAA Section 889 (covered telecommunications equipment) for government purchases?
Yes. Fenix Light Store LLC does not use covered telecommunications or video surveillance equipment, and our 889 representation is already on file with our SAM.gov registration (UEI: S2NEM1FFY654). We can also complete an agency-specific form on reque
Is Fenix Store (Fenix Light Store LLC) registered in SAM.gov for government purchases?
Yes. Fenix Light Store LLC is actively registered in SAM.gov (UEI: S2NEM1FFY654, CAGE: 10AV2, NAICS 449210) and is certified as a Service-Disabled Veteran-Owned Small Business (SDVOSB).