Incomplete Delivery:
All claims must be submitted via email to support@trexity.com within 14 days of delivery, as outlined in the Merchant Code of Conduct.
Once your claim is approved, you’ll need to provide:
- Product/Customer Invoice
- Preference for receiving the refund (credit back to the original credit card or as a credit to your account).
- Note: Trexity’s reimbursement policy covers up to $100.00 plus applicable delivery charges.
- Delivery Fees → Refund via original credit card (processing time: 15–20 business days).
- Product Refund → Apply as account credit for future deliveries. (processing time: 10–15 business days).
Instructions Not Followed:
All claims must be submitted via email to support@trexity.com within 14 days of delivery, as outlined in the Merchant Code of Conduct.
If instructions were provided but not followed, delivery fees will be refunded.
If instructions were provided, were not followed, and the product is damaged (e.g., thawed, missing, or stolen), Trexity will refund the product value + delivery fees up to a maximum of $100.00.
If no instructions were provided, a refund will not be issued.
Damaged Products:
All claims must be submitted via email to support@trexity.com within 14 days of delivery, as outlined in the Merchant Code of Conduct.
To process a refund claim, please include the following:
- Photos of the damaged product as received by the customer.
- Product/Customer Invoice
- Your preferred refund method (credit back to the original credit card, or as a credit to your account).
- Note: Trexity’s reimbursement policy covers up to $100.00 plus applicable delivery charges.
- Delivery Fees → Refund via original credit card (processing time: 15–20 business days).
- Product Refund → Apply as account credit for future deliveries. (processing time: 10–15 business days).