Shipping policy

We ship worldwide through UPS! We only ship domestic orders via UPS ground. 

UPS CANNOT deliver to a P.O. Box.

Vixen Creations is not responsible for lost or stolen packages. We will not refund or replace items not received.  You must use the insurance and/or file a claim with UPS to possibly receive a refund.

We STRONGLY encourage you to accept the shipping insurance.   We offer shipping insurance through Route, which you can opt out of at check out.  The insurance will cover the cost of the products you order in the event of loss or theft. Please refer to Route.com for further details.  If you opt out of the insurance, there is no guarantee that you will be refunded if the shipment is lost.  

Contact UPS directly to file a claim. Please file a claim as soon as possible so the chances are greater of finding the shipment and getting it to you.  We do not file the claim, you have to.  

The phone number is 1-800-742-5877

The website to file a claim is: https://www.ups.com/us/en/help-center/claims-support.page

Once a claim is filed with UPS we will work with UPS directly to help them with the investigation. This can take up to two weeks. We do not issue refunds or replacement products until UPS has closed out the claim and determined that it was their fault the package was not deliverable. If UPS determines that package was delivered , but was stolen or not their fault for any reason, then we do not issue refunds or replacements and you will need to try and recoup your loss through insurance. 

Vixen Creations is not responsible for packages delivered to the wrong address, due to misinformation given at the time of purchase. Please double check that all contact information is entered accurately before completing the transaction.

If the package is sent to the wrong address due to misinformation given at the time of purchase then the customer will be financially responsible for any further shipping charges accrued to get the package to the correct address.