Shipping Policy.

This Shipping Policy forms part of Fabrixa’s Terms of Service and applies to business customers (“Customer”). Capitalised terms not defined here have the meaning given in the Terms of Service.

1. Scope

1.1 This Policy describes how Fabrixa ships Products to Customer and/or Customer’s End Customers, including estimated lead times, address requirements, tracking, and common shipping issues.

1.2 Fabrixa provides white-label fulfilment by default where agreed. Packaging and labels will not reference Fabrixa or fulfilment partners unless otherwise agreed in writing.

2. Production + shipping lead times (estimates)

2.1 Any production and shipping timelines shown on the website, in the dashboard, or communicated by support are estimates unless explicitly agreed as fixed deadlines in a separate written SLA.

2.2 Lead times may be affected by: material availability, batch scheduling, volume peaks, holidays, carrier delays, customs, weather events, force majeure, and events outside Fabrixa’s reasonable control.

3. Shipping methods, carriers & routing

3.1 Fabrixa selects carriers, service levels, and routing based on destination, cost, reliability, product type, and operational constraints unless Customer has a specific agreement in writing.

3.2 Fabrixa may ship from different fulfilment locations and may split an Order into multiple shipments. Each shipment may have separate tracking information.

4. Tracking

4.1 Tracking is provided where available and may be provided in a white-label format where reasonably possible.

4.2 Tracking status and delivery events are carrier-provided and may be delayed or inaccurate. Fabrixa is not responsible for carrier system delays.

5. Address requirements

5.1 Customer is responsible for providing correct and complete delivery information (name, street, number, postal code, city, region/state where applicable, country, phone/email where required by carrier).

5.2 If an address is invalid, incomplete, or undeliverable, additional carrier charges, re-routing, re-shipping, storage, return-to-sender fees, or disposal costs are for Customer’s account.

5.3 If Customer requests an address change after shipment, Fabrixa cannot guarantee the carrier can change the destination. Any carrier change fee is for Customer’s account.

6. Customs, duties & import taxes

6.1 Unless explicitly agreed otherwise in writing, Customer is responsible for customs duties, import taxes, brokerage fees, and any other charges imposed by authorities or carriers.

6.2 Delays due to customs processing are outside Fabrixa’s control.

7. Lost, stolen, or damaged shipments

7.1 Damage on arrival. Customer must submit a claim with evidence (photos and order/shipment reference) under the Returns & Claims Policy within the applicable timeframe.

7.2 Lost in transit. A shipment may be considered lost when the carrier confirms loss or when there has been no tracking movement for a period defined by the carrier and/or Fabrixa’s internal investigation thresholds.

7.3 Stolen after delivery. If tracking indicates “delivered” and the package is missing due to theft/porch piracy, this is generally outside Fabrixa’s responsibility unless otherwise agreed in writing.

7.4 Remedies. Any remedy (reprint, credit, refund) is subject to investigation outcomes and the Returns & Claims Policy.

8. Refused, returned, or undeliverable packages

8.1 Made-to-order. Products are made-to-order and are not eligible for no-fault returns.

8.2 If a package is returned due to address issues, refusal, or unclaimed delivery, Fabrixa may (at Customer’s request) re-ship at Customer’s expense, store temporarily (fees may apply), or dispose of the item.

8.3 Unless Fabrixa is at fault, Customer remains responsible for all costs associated with return-to-sender, storage, or re-shipping.

9. White-label packaging & inserts

9.1 White-label packaging is standard unless agreed otherwise.

9.2 Custom inserts, branding, special packaging, or multi-item bundling require written agreement and may incur additional fees and lead time.

10. Changes to this policy

Fabrixa may update this Shipping Policy from time to time by publishing a new version on the website and changing the “Last updated” date. Continued use of the Services after the effective date constitutes acceptance.

11. Contact

Questions about shipping: contact our team.