Frequently
Asked Questions
Pre-Sale
We strive to make as many payment methods available so there will be no hassle receiving your FXW products.
At the moment you can use the following options;
Credit and debit cards: Visa, Mastercard, American Express,
Discover
Digital wallets: Apple Pay/Google Pay/Lianlian/Trustly/Paypal/Klarna/After Pay
In case you would like to fund your purchase in a different way, please feel free to contact our Customer Service to assist you finding the best solution.
FXW occasionally does some fantastic marketing campaigns during which you will be able to get selected items at a discounted price. Check in with us regularly so you won't miss these amazing offers.
FXW also collaborates with a number of affilaites / KOL / Influencers who could possibly provide you with exclusive discount codes allowing you to get your goods at the best price possible!
Unfortunately FXW does not have any retail store location, so testing out the product is something we can't provide at this time.
We are however increasing our availability on tradeshows and are actively working on getting into major retailers so that you will be able to do so in the near future.
Restocking depends on the item that you are looking for, but in general we restock our items every month.
Due to high popularity of selected items, they may run out of stock sooner than expected and for that reason, we do advise to pre-order so that you will, without a doubt get the item you are looking for during our next restocking cycle.
You may apply your discount code directly in the cart while you are adding and browsing for items, or you can apply the discount in the intended box at checkout (as seen below).
Receiving your order is strongly dependent on the shipping you have selected at checkout. We currently have 2 shipping options available;
* Regular shipping: We strive to deliver your order within 6 to 12 business days.
* Expedited shipping: We strive to deliver your order withing 3 to 7 business days.
* Priority shipping: Apolgies for the inconvenience, priority shipping is currently not available.
*** Please note; during peak times and holidays these estimates may vary ***
Yes, all of our playpen models have been designed as a modular products meaning; whether you'd like to add an extra gate or panel, these will seemlessly attach to the current playpen you have purchased. Even sections from the same model at different heights (i.e. mixing 32 inch with 40 inch) is perfectly fine! Just make sure that you combine modular sections of the SAME model.
Yes, we sell a set of 9 as well as a set of 17 stakes found on our Pup Pens product page.
Yes, all of our items are independently graded and certified at Intertek. The products have undergone rigorous testing to ensure no hard will come from any of the ingredients / materials used in our items.
On top of our safety certification, we are also pleased to inform you that FXW is "California Proposition 65" compliant.
No, only 1 discount code/coupon can be applied per order. If you'd like to make use of multiple discount codes/coupons, consider splitting the order in multiples as well.
Unfortunately not yet, however we are actively working on getting cooperations going with big retail stores and pet markets so that you will be able to experience the product before purchasing.
Yes we do, please click through to our Wholesale & Distribution page where you can make an inquiry regarding larger purchases for wholesale & distribution purposes. Simply fill out the form and our Affiliate Team will be with you in no more than 48 hours.
Yes, your personal details are perfectly safe with us and will not be shared. You can read more about the collection of information in the form of cookies on our Terms of Use page.
It is made in China.
Yes, they can.
During Shipping and/or Delivery
After placing your order, kindly allow us for a day to process your order. After this, it would typically take up to 48 hours to receive a tracking ID via which you can track your package live.
*** Please note; during peak times and holidays these estimates may vary ***
Orders get processed and fulfilled on our side anywhere within 48 hours of order placement. As soon as your Tracking ID has been provided, the package is no longer in our hands and any questions surrounding your order will now need to be directed to the Carrier (you will find both the Tracking ID and Carrier in the email sent to you).
While we can't tell you exactly why orders may not have been shipped out by the Carrier after the handover, we can think of a couple of reasons why this is the case:
1. The Carrier's system has not yet been updated to reflect the shipping.
2. The Carrier has changed the shipping date due to their own reasons (high traffic time, package damaged on the way to your location, package missing)
The ONLY way to get active updates on your package would be to Contact the Carrier as they carry full responsibility for handling the shipping from our warehouse to your shipping address.
In some situations, updates found under the Tracking ID seem either slow or not appearing at all. There are several reasons for this to be happening, including but not limited to the following;
1. Input Lag; Systems usually work with a full update method meaning that the update of your package, has not yet been processed by the Carrier's system.
2. The package has gone missing / has been damaged / is awaiting pickup / has been rearranged by the Carrier.
3. The Carrier's Shipping & Tracking System has gone offline
Kindly contact the Carrier for any and all current updates on your package.
The best way to find out what happened in this case scenario is to retrace your steps:
1. Did you submit the correct delivery address details (see order confirmation)?
2. Have you checked the Tracking ID online to ensure the product status is "Delivered" (see online tracking via carrier website) ?
3. Has the package been signed for and received by the wrong person? Please contact the carrier to request proof of signature to verify the item has not been signed for by an unauthorized.
Once all of these steps have been verified, please proceed to contact our Customer Support team.
Yes, you may, after having placed your order, change your delivery address.
However, please note that the window for changing your address is limited as we process our orders within no more than 48 hours. As soon as the order has been processed and shipped (meaning you have been provided with a tracking ID), we are no longer able to change your address free of charge as the product is no longer in our hands.
In case you would like to change your address before processing has taken place, please contact our Customer Service.
In case you would like to change your address after processing and shipping has taken place, please contact your Carrier's Customer Service.
Not to worry, this happens more often than you can imagine.
Please check the immediate surroundings of the entrance for the delivered package.
If the package is not present, please contact your Carrier accordingly to schedule with them an appropriate time to attempt to redeliver.
Orders placed on FXW, ship out using either Amazon Logistics Fulfillment (also known as MCF), or local fulfillment options.
Based on order date, product availability, delivery address and staff availability, FXW and Amazon will, at their discrection ship out orders accordingly by any chosen carrier.
You may cancel your order at any time.
Though please note that orders may be subject to a cancellation fee (processing, shipping and handling) depending on the status of the ordered product.
In case it has been determined that a cancellation fee is appropriate, FXW may issue only a partial refund to cover the cancellation fee.
We have the ability to "schedule your delivery" via means of an expected delivery date.
In case you are looking to have delivery done on a specific date, please add "Instructions for Seller" to your order via the box in your cart stating "Please deliver on [date]" as shown below:
When your items are delivered to you in a broken state, please Contact Customer Support and don't forget to have ready all of your details such as order number, order date, payment methods used to place the order, and while you're at it, a couple of snapshots of the damaged item(s) as well.
Based on availability, staff, shipping address and logistics solutions available at time of order placement, Amazon or Fxw.life at their absolute discretion may choose the fulfillment of your order to be done by making use of multiple packages. This use may result in multiple tracking numbers which may result in multiple delivery dates and times.
After Sales
When you order at FXW, we provide you with a 45 day limited warranty. In case the item(s) are not working as intended or are broken, please contact our Customer Support team. Make sure you keep in hand your order and details such as order number, order date, payment methods used to place the order, and while you're at it, a couple of snapshots of the damaged item(s) as well.
When your item / package turns out to be lost while or during delivery(ing) please reach out to the carrier as soon as possible.
After having done so, please contact our Customer Support team, so that we may ship out a new one or resolve the situation otherwise as time efficient as possible.
If you have received a different item from what you have ordered, please reach out to our Customer Service team to allow us to resolve the issue as soon as possible.
FXW offers a limited warranty on items purchased on fxw.life ONLY of 45 days. This stands different from Amazon (they have their own regulation we ought to adhere to.
Yes, please find your way to the product page of the product you had ordered. You will find a link to download the instruction-/user manual to the product via a downloadable link as shown below:
Yes, our product catalogue can be downloaded via the convenient link found on our Wholesale & Distribution page.