Trellix Customer, Partner and Media Store FAQ

Q: Will you eventually have more items on the Customer, Partner and Media Store?
Yes! We are in the process of identifying the most popular items based on your selections and wish list.

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 Customer 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 this 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?
The Customer, Partner and Media 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 the Customer, Partner and Media 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? 
If you live in the U.S., the Customer, Partner and Media 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 live in EMEA, the Customer, Partner and Media 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 live in Asia Pacific/India, the Customer, Partner and Media 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 live in the U.S., the Customer, Partner and Media 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 live in EMEA, the Customer, Partner and Media 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 live in Asia Pacific/India, the Customer, Partner and Media 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 the Customer, Partner and Media 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.