Shipping Policy.
How Fabrixa ships products to Customer and/or Customer’s end customers, including lead times, address requirements, tracking, and common shipping issues.
Last updated: 6 May 2026
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.
Shipping, answered
Does Fabrixa’s EU production affect the import duty I pay?
Fabrixa’s EU-based production means parcels never cross an EU customs border, so the new import duty on non-EU parcels does not apply to Fabrixa orders. Since 1 July 2026, parcels arriving into the EU from outside carry a customs duty of €3 per item, replacing the old duty-free exemption for orders under €150. Fabrixa prints, makes and ships every order inside the EU, from Portugal, Spain and the Netherlands.
Does the customer pay customs duties and import taxes on a Fabrixa order?
Unless otherwise agreed in writing, the customer is responsible for customs duties, import taxes, brokerage fees and any other charges that authorities or carriers apply to a Fabrixa order. Delays caused by customs processing are outside Fabrixa’s control. Because Fabrixa ships every order from inside the EU, the new non-EU import duty does not apply to deliveries within the EU.
What happens if I give Fabrixa an incorrect delivery address?
If a delivery address is invalid, incomplete or undeliverable, the customer covers any extra carrier charges this creates, including re-routing, re-shipping, storage, return-to-sender fees or disposal costs. Every customer is responsible for providing correct and complete delivery information for each order. An address change requested after an order has shipped is not guaranteed, and any carrier fee for that change is also for the customer’s account.
What happens if a Fabrixa shipment gets lost in transit?
A Fabrixa shipment is treated as lost once the carrier confirms the loss, or once tracking shows no movement for a period set by the carrier or by Fabrixa’s own investigation process. Confirmed losses are resolved under the Returns and Claims Policy, with Fabrixa choosing a reprint, account credit or refund as the remedy. Fabrixa is not responsible for delays caused by a carrier’s own tracking system.
Can I track my Fabrixa order once it has shipped?
Tracking is provided where available for a Fabrixa shipment, in a white-label format where reasonably possible. Tracking status and delivery events are supplied directly by the carrier, so they can occasionally be delayed or inaccurate. Each shipment may also be split across more than one parcel, with separate tracking information for each.
How long does shipping take within the EU?
Orders leave the production hub after the dispatch window of the product line, 2 to 3 business days for sublimation items, 6 to 9 for apparel and 6 to 10 for most home textiles, and then travel by domestic EU carriers, so most EU deliveries arrive within a few business days of dispatch without customs or import fees. Every shipment carries tracking, in a white-label format where possible; lead times are estimates unless a fixed deadline is agreed in writing.
Does Fabrixa ship directly to my end customers?
Yes, white-label fulfilment is the default: orders ship from the production hub straight to your customer, with packaging and labels that do not reference Fabrixa or its partners, and the tracking number flows back to your shop or via webhook. Orders can also go to your own address, for stock, events or quality checks, and an order can be split into several shipments with separate tracking.
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