#TeamTrellix Employee Store FAQ
Q: Why does the store have different sections for the U.S./EMEA and Asia Pacific/India?
Given the complexity in global sourcing, shipping, and customs, we produce and ship #TeamTrellix Employee Store items in-region. This will ensure more timely delivery of orders.
Q: When will the pre-order options on the site be available for purchase?
By early June, we anticipate all items will be available for purchase.
Q: Will you eventually have more items on the #TeamTrellix Employee Store?
Yes! This initial #TeamTrellix Employee Store is twofold: to provide #TeamTrellix the opportunity to purchase items they want, and to also learn more about what you want! Use the feedback button on each page (blue box, righthand side) to share the types of items you’d like to see added to the store.
Q: What is the size and fit of your apparel?
We strive to offer inclusive sizing on all our garments. Check out the size charts for each item for measurements. Please note that size charts will vary by item.
Q: Can I make a bulk order or support my event with a large quantity of merchandise?
The #TeamTrellix Employee Store is for purchases of branded items for individual use. For bulk orders or to support events, please reach out to orders@teamtrellixstore.com.
Q: How do I make sure my messages from the #TeamTrellix Employee Store don’t end up in spam?
Once you place an order with us, you will receive a confirmation email from orders@teamtrellixstore.com. If you don’t receive the confirmation email, please check your quarantine mailbox folder. If the email is blocked, please release it to your mailbox to ensure it doesn’t happen again.
Order Shipping
Q: When will my order be shipped?
Currently, all orders are estimated to ship in the next 2-4 business days unless otherwise specified in the product description. Order processing, fulfillment, and shipments are handled Monday - Friday.
- Expedited shipping order requests placed before 2 p.m. ET will ship same business day.
- Expedited orders placed after 2 p.m. ET will ship the following business day.
Q: How will I know my order has shipped?
You will receive an automated email with tracking information once your order ships. If your order contains a pre-sale item, we will ship your entire order when all items in your order become available.
Q: When will my order arrive?
We do our best to ensure the timely delivery of all orders.
- US orders are estimated to arrive in 3-5 business days after processing pending ship method selected.
- EMEA (Europe, Middle East and Africa) and Asia Pacific/India orders will arrive in 7-10 business days after processing. Shipments for EMEA and Asia Pacific/India do not include duties and taxes and may be subject to duties and taxes via the carrier/customs. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information.
Note that we receive an estimate delivery date from our carrier partners, nearly all of whom are experiencing higher volumes and longer than normal ship times right now. So, on a rare occasion, these packages can arrive outside of the estimated timeframe.
Q: What happens if there is a carrier delay, or my package becomes lost or stolen?
While #TeamTrellix Employee Store is not liable for carrier delays, lost or stolen packages after they have left our fulfillment center; however, we will do our best to help track down the package and assist. For assistance, you can reach us at orders@teamtrellixstore.com
Order Exchanges
Q: Can I exchange an item? If so, who do I contact to help with the exchange?
Yes! Please contact orders@teamtrellixstore.com with your name, order number, and any applicable information regarding the return or exchange request. (Your order number can be found in your order confirmation email.) Please allow 1-2 business days for a response.
Q: How quickly must I return an item for an exchange?
We just need to receive it within 30 days of your purchase and the item (s) returned must be in unused and new condition. Condition determination of returned merchandise is at the discretion of #TeamTrellix Store. Once we receive your item, we will inspect the return and process the exchange.
Q: If I live in the U.S., where do I send the item?
For U.S.-based employees, #TeamTrellix Employee Store will provide return labels using FedEx for secure shipping and return package tracking. Simply print your shipping label and place item(s) in original packaging. Please include a copy of your packing slip with your return, if possible.
Q: If I live in EMEA (Europe, Middle East, or Africa), where do I send the item?
If you are an EMEA-based employee, #TeamTrellix Employee Store will provide return labels using FedEx for secure shipping and return package tracking. Simply print your shipping label and place item(s) in original packaging. Please include a copy of your packing slip with your return, if possible.
Q: If I live in Asia Pacific/India, where do I send the item?
If you are an Asia Pacific/India-based employee, #TeamTrellix Employee Store will provide return labels using FedEx for secure shipping and return package tracking. Simply print your shipping label and place item(s) in original packaging. Please include a copy of your packing slip with your return, if possible.
Q: Is there a cost to exchange an item?
Based on the purpose of the exchange, shipping fees may apply. Note that additional fees may apply for packages over 10 pounds.
Order Returns
Q: Can I return an item?
Yes! Please contact orders@teamtrellixstore.com with your name, order number, and any applicable information regarding the return or exchange request. (Your order number can be found in your order confirmation email.) Please allow 1-2 business days for a response.
Q: If I live in the U.S., where do I send my return item?
If you are a U.S.-based employee, once you email us, we will provide return labels using FedEx for secure shipping and return package tracking via email. Simply print your shipping label and place item(s) in original packaging. Please include a copy of your packing slip with your return, if possible.
Q: If I live in EMEA (Europe, Middle East, or Africa), where do I send the item?
If you are an EMEA-based employee, #TeamTrellix Employee Store will provide return labels using FedEx for secure shipping and return package tracking. Simply print your shipping label and place item(s) in original packaging. Please include a copy of your packing slip with your return, if possible.
Q: If I live in Asia Pacific/India, where do I send the item?
If you are an Asia Pacific/India-based employee, #TeamTrellix Employee Store will provide return labels using FedEx for secure shipping and return package tracking. Simply print your shipping label and place item(s) in original packaging. Please include a copy of your packing slip with your return, if possible.
Q: How quickly must I return an item for a refund?
You must return it within 30 days of purchase. It must be unused and in new condition. Condition determination of returned merchandise is at the discretion of #TeamTrellix Employee Store.
Q: Is there a cost to return an item for a refund?
The return shipping cost is $7.50 and will be deducted automatically from your original payment. Note that additional fees may apply for packages over 10 pounds.
Q: When will I be reimbursed for the return?
Once we receive your item, we will inspect it, and refund the purchase amount to the original form of payment less shipping within 1-3 business days.