All of our products are made to order. That is why it can take from 7 to 9 business days to get your order ready for shipping. This allows us to apply the highest quality-control standards to every item you purchase from us regarding fabric, cut, seam, and print. That is how we are able to provide only premium garments displaying high-end designs with first-class print. Additionally, since we do not carry inventory, we are able to offer you very competitive prices that you’ll get nowhere else for an equivalent product.

The best way to see the shipping options and rates applicable to you is to create a shopping cart with the products you like, enter your delivery address, and see the shipping options and rates generated by our system.

After your order is manufactured (7 to 9 business days after the date of purchase), it will be shipped out according to the shipping option you selected when completing your order.

At this time, we offer order exchanges or refunds only for defective items showing misprints, damaged fabric, and manufacturing errors at the time of delivery to the customer. Items that happen not to fit the way you expected but show none of the aforementioned defects will not be subject to order exchanges or refunds. This is why we strongly recommend that you check the Size Chart and product specifications displayed in every product page.

To be eligible for a refund or an order exchange, your item must be defective as described above and unused. In order to request an order exchange or a refund, please send us an email at support@voxpell.com offering a detailed explanation of the defects and providing clear digital photos of the same as attachments. We must receive the aforementioned email within ten (10) days of order delivery or within twenty (20) days of purchase, whichever period is the longest, for your request to be processed. After said period, we will not be able to process any requests for order exchanges or refunds.

Once we receive your email containing a detailed explanation of the defects and the digital photos of the defective items, we will send you an email notifying you of the approval or rejection of your claim:

(i) If your request for a refund is approved, a credit will automatically be applied to your credit card or original method of payment. The refund will take a certain number of days to become effective depending on your credit card issuer, bank, and other factors;

(ii) If your request for an order exchange is approved, a new order will be fulfilled and shipped to your address at no cost to you.

If your order (based on the tracking number) shows as “Delivered” on the courier’s website, but you have not received it, it may be due to any of the following reasons:

1. The order was left in a place where it remains out of sight (e.g., at the bottom of the mailbox, behind a planter, under a porch chair, etc.)
2. The order was delivered to a neighbor by mistake.
3. The order was returned to the courier’s service center because there was no one to receive it. (This is uncommon, but it happens).
4. The order was stolen.

Before you contact us, please carefully check your mailbox, porch, patio, and any other accessible space where you have received packages in the past. If, after doing so, you still cannot find your order, please go to the courier’s nearest service center with the order tracking number and file a formal complaint as they are the entity responsible for the lost package.

Orders with wrong/incomplete delivery addresses are considered undeliverable by all mail couriers. Therefore, if you enter a wrong/incomplete address when making a purchase on our webstore (e.g., wrong street number, wrong street name, omitted apartment number, wrong postal code, etc.), your order will be considered undeliverable. Since all of our products are made to order and we carry no inventory, undeliverable orders will NOT be returned to our facilities; instead, they will be held by the courier (e.g., USPS, UPS, FedEx, etc.) at the service center closer to the assumed correct/complete address, where it will be waiting for you to be picked up. To do this, you must go to the courier’s service center and show the tracking number associated with your order. If you see yourself in this situation, it is important that you pick up you order as soon as possible, since couriers do not retain packages indefinitely. If your order is not picked up within a certain number of days, which depends on each courier and the specific service center involved in your case, they will dispose of the package as it will be deemed “abandoned” by its recipient.

If you did not receive your order because the courier lost it, you must go to the courier’s service center servicing your area and file a formal complaint following their procedures, which usually require you to provide the order’s tracking number and payment receipt. The only entity responsible for the lost order is the courier that lost it.