Frequently Asked Questions
How quickly can you answer my question?
We aim to respond to all inquiries as quickly as possible. Messages and e-mails are answered in the order they are received. You can expect a response within 24 hours, Monday to Friday (excluding holidays).
How long does it take to get my order?
Total delivery time = processing time + delivery time.
Orders placed before 12:00 AM EST are processed within 1–5 working days (Monday to Friday). Once processed, your order will typically arrive within 1–5 business days, depending on your location. Orders are not shipped or delivered on weekends and public holidays.
Note: For large order quantities, minor delays in processing and shipping may occur.
Sold out items
If any of your items are out of stock, we will send you an email to let you know when we expect to be able to ship the items. If the items are not expected to be back in stock within two weeks, we will automatically refund the purchase price of those items.
I received a damaged item, what should I do?
We are sorry that your shipment did not arrive in perfect condition! Please contact us at support@trixture.com. Please include your name and order number in your email for quick handling.
What if an item is missing from my order?
If an item from your order is missing, please contact us immediately at support@trixture.com. Please include your name and order number in your email.
When will I receive tracking information for my order?
Once your order has been shipped, you will receive an email with a tracking number within 24 hours. You can use this number to track your shipment using our "Track My Order" page.
Why is my tracking number not working?
Often, the tracking number only works for domestic orders. If your tracking number is not working, please let us know so we can verify that your items have been shipped correctly.
What are the shipping costs?
Shipping is free within the United States for all orders.
Which shipping company do you use?
For customers in the United States, we use UPS or USPS.
Do I have to pay for return shipping?
The customer is responsible for shipping costs for returns.
Exception: If you received an incorrect or damaged item, we will refund the return shipping costs and email you a free return label that you can easily download and print.
How can I return a product?
To start a return, you must contact us at support@trixture.com within 30 days of receiving your order. We will provide you with a return label and instructions for returning your product.
Our support team will then send you a returns form that you must print out, complete, and include with your return shipment.
Return shipping costs are the responsibility of the customer.
Exception: If you received an incorrect or damaged item, we will refund the return shipping costs and email you a free return label that you can easily download and print.
Repack your item(s) in the same packaging they were originally delivered in. The customer is responsible for properly packaging the item. Send your return to the address below.
Returns sent without first contacting us will not be accepted.
What condition should the products be in to be returned?
All products must be returned in the same condition as they were received (in the original packaging and unused).
How much is the restocking fee?
We do not charge restocking fees.
When will I receive my refund?
Once we have received and inspected your returned item, we will notify you. If approved, your refund will be issued to your original payment method within 5 business days.
Note that it may take your bank or credit card company additional time to process and post the refund.
For further questions, please contact us at:
Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, the Netherlands
E-mail: support@trixture.com
Telephone: +31 624224616
Chamber of Commerce number: 82232393
VAT number: NL862386780B01
Company name: GT Ecom B.V.
Store name: Trixture
Opening hours:
Monday - Friday: 8:00 AM - 6:00 PM EST
Saturday - Sunday: Closed
Public holidays: Closed