Wholesale FAQ
Frequently Asked Questions
Can a loyal customer get a discount?
We are not playing any favorites at the moment but keep an eye out for our ongoing specials, features, and giveaways!
When is the next promotion?
We have special promotions all the time and to the most up to date on them, sign up for our newsletter to always be in the loop!
Can we send you product test samples?
We do not send test products of our products for orders. If you have a wholesale order that meets a quantity minimum, please send a message to our chat support for a request.
What sizes are listed when shipping?
All sizes on the website are US sizes, unless otherwise noted. All tags on the inside of the garments are listed in US sizes. Our size guide serves as a general guideline for helping you find your size in Trixxi. You can view all of our size guide gallery HERE.
We offer a wide range of silhouettes from slim-fitting to oversized. Each style will have different measurements based on the fabrication. If you have questions about a specific style’s measurements, you can always reach out to our Customer Care team in the chat support for your perfect fit. Please include your bust, waist, and high hip/low hip measurements with your note inquiry and we’ll help you out.
Where are you located?
We are based out of Commerce, CA USA.
What does it mean if an item is only pre-order?
If an item is a pre order, it means that we will most likely be making more! Sign up with your email and let us know your preferred color and size. We will email you to let you know if it becomes available on the store again.
Can I use e-gift cards online at Trixxi and Trixxi Girl?
Gift cards can not be used for wholesale orders, sorry.
Where do I enter a promo code?
Select “View Cart” cart symbol on upper right of webstore before checkout to enter your promo code.
Something I ordered is now on sale. Will you match the new price?
Sorry, price adjustments will not be done for items at a reduced price. We only offer sales for a limited time, so by buying early, you ensure that you get the style in the color and size you want!
Shipping
Shipping Status
Once you’ve received your shipping confirmation email you can click on 'Track It' and see the status of your delivery. It may take 24 hours for tracking updates to appear.
Information about any back ordered or cancelled items will be included in a separate email.
If you have any questions about the status of your order please reach out to us on the chat support on the lower right side of the website.
How fast is your shipping?
Most orders will leave our warehouse within 3-7 business days of ordering (we do not ship Saturdays, Sundays, or holidays), orders take up to 2 business days to process. Your order will be shipped via standard shipping unless you select an alternative from our Los Angeles warehouse, pending availability, and check out credit verification. Once your order is shipped, we estimate your order arrival to you with in 3-10 business days of its ship date, or 2-4 weeks if you are located in Hawaii or Alaska.
If you want your item(s) sooner and are within the U.S., please select an expedited shipping option for additional purchase. Shipping times may vary, but we do our best to get you your order as quickly as possible. Any additional shipping costs are nonrefundable.
**Temporary COVID-19 update **
For the health and safety of our team, we only have a small and very limited team on-site. We will process all returns as quickly as possible, but there may be delays due to limited staffing.
Do you offer overnight shipping?
No overnight shipping is available at this time. We can only fulfill 2 day shipping select requests if orders are placed before 2pm PST. Any order that is placed after 2pm PST with a 2 day delivery request will be processed and shipped the following business day. This shipping cost is nonrefundable. We do not ship in the weekends or U.S. holidays, and we do not offer Saturday delivery.
Do you ship to PO boxes or military addresses?
No we do not at this time. Sorry for any inconvenience.
If an order is shipped separately, will there be double shipping charge?
If an order is requested to be split into multipe delivery dates or a order hold, you are responsible for the hold charge and the multiple shipment charge. If there are any unforseen circumstaces of delayed shipment on our end, we will ship all items under the same checkout and you will not be charged twice for separate packages.
How can I edit my shipping address?
If your order is shipping to an incorrect address, please contact chat support right away ( chat support is located on the lower right side of the website). We will do our best to make the adjustment before your order has shipped from our warehouse.
If you need to update your shipping address or store information, log into your Trixxi wholesale account to make those changes in your profile lisitng.
My package is lost!?
Package theft is a real thing, and it sucks, we are sorry this happened! If your package has been lost in transit, please reach out to chat support right away. (chat support is located on the lower right side of the website).
What precautions will be taken for safe shipping?
Following Cal/OSHA and CDC guidelines, we will continue to practice social distancing by minimizing the number of employees we have in our facilities at a given time, maintaining 6 feet between workstations, and dividing team members for breaks. We are also following recommended precautions for use of personal protective equipment, cleaning, hygiene, and screening. Reach out to chat support for more info on the best practices we are implementing.
I’ve moved since I ordered this. Can I change my shipping address?
If your order is shipping to an incorrect address, please contact chat support right away. We will do our best to make the adjustment before your order has shipped from our warehouse.
Orders
Order placement
All of our wholesale items come in pre-pack bundle sets of (6) items per style example:
(1S- 2M- 2L- 1XL) or (S2- M2- L2) depending on the sizes available for that specific item.
Simply add the items you want into your cart. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for goods - we will process your order within 2 business days, and ship your package within 3-7 business days from our Commerce, CA warehouse.
Most orders will leave our warehouse within 3-7 days of ordering (we do not ship Saturdays, Sundays, or holidays), orders will take up to 2 business days to process. Your order will be shipped via standard shipping unless you select an alternative. We ship orders to all US states only.
Stay tuned for international shipping updates. If you are an international store interested in placing an order, please reach out to us to see if we can make it happen!
Our chat support is always happy to guide you at any step! (chat support is located on the lower right side of the website.)
Large Quantity Orders
If you are placing an order over 240 unites of a style- please reach out to our sales team HERE to qualify for a discount.
International Orders
If you are an international store interested in placing an order, please reach out to us to see if we can make it happen! If you are interested in placing a large quanitity international order please reach out to our sales team HERE.
Where can I track my order?
Once you’ve received your shipping confirmation email you can click on 'Track It' and see the status of your delivery. It may take 24 hours for tracking updates to appear.
Information about any back ordered or cancelled items will be included in a separate email.
If you have any questions about the status of your order please reach out to chat support.
Is it possible to change my order once placed?
At the current moment, once your order is placed, there is no way to self change the order. Sorry about that! Please reach out to us on chat support immediately after placing your order to make any changes. There may be some instances where we are unable to modify your order, we apologize for any inconvenience and will do our best to assist you.
If you received only part of the whole order, what should be done?
If there seems to be an error or are items missing from your order, send a message to chat support for further assistance.
How can an order be cancelled?
At the current moment, once your order is placed, there is no way to cancel the order except for store credit. You can send a message to our chat support and we will do our best to assist you in editing your order before it is processed in our warehouse.
What if something I ordered arrived damaged?
Oh no, we are sorry ! Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. All claims for damages/missing items must be made within 14 days of receiving your order. Any style that is being returned that is not damaged or defected must be shipped back at the customer’s cost and a $3 per garment re-stock fee will be deducted from the store credit.
What does Final Sale mean?
All items marked final sale have been reduced in price and cannot be returned for a refund, e-gift card or exchange.
What if a Final Sale item I ordered arrived damaged?
Sorry about that! Contact chat support right away so we can make it right!
Payments
What forms of payment do you accept?
We accept: Visa, Mastercard, American Express, debit and credit cards, and Paypal.
*Note that additional exchange fee may apply if your currency is other than US dollars.
Payment Terms
We currently do not accept payment terms.
International Taxes
We currently do not ship internationally. If you are an international store interested in placing an order, please reach out to us to see if we can make it happen! If you are interested in placing a large quanitity international order please reach out to our sales team HERE.
Returns, Exchanges, and Refunds
What is your online return + exchange policy?
To start a return, please reach out to us on the chat support on the lower right side of the website.
We are happy to accept pre-approved returns, only if the return request is submitted within 14 days of receiving your order. Returns that are made without pre-approval from a Trixxi representative are ineligible for refund or store credit. Please contact us via chat support with your claim information and a representative will be in touch within 48 business hours.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with 2 types of tags attached, and in its original packaging. All the items must contain the do not remove hangtag in addition to the Trixxi hangtag to qualify for the return. You’ll also need the receipt or proof of purchase when starting your return request. We will not accept your items for credit or refund without a return authorization.
If your return authorization is accepted, please use the provided return shipping label, and pre-existing packaging to send your package back. Items sent back to us without first requesting a return authorization will not be accepted. We will not accept your items for credit or refund without a return authorization for every item you are requesting to send back. We cannot accept returns on items purchased from third party vendors, or e-gift cards. The cost of the return label will be deducted from your total refund or credit.
You can always contact us on the support chat with any return questions (chat support is located on the lower right side of the website).
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. All claims for damages/missing items must be made within 14 days of receiving your order. Any style that is being returned that is not damaged or defected must be shipped back at the customer’s cost and a $3 per garment re-stock fee will be deducted from the refund or store credit.
Exceptions / non-returnable items
Items cannot be returned or received- like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on items purchased from third party vendors, or e-gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have with in 14 days of receiving your item, and request an return authorization thru chat support. Once the return is accepted, make a separate purchase for the new item using your credit. The cost of the return label will be deducted from your total refund or credit.
This return policy is in addition to, and does not affect, the separate legal right of withdrawal which is available only to EEA Consumers in some circumstances.
Please reach out to chat support if you have additional questions or need help completing a return.
How do I return or exchange an order from within the U.S.?
To start a return, please reach out to us on the chat support on the lower right side of the website. Once you receive your return label, make sure to have your return dropped off and scanned 14 days from the ship date to avoid being charged and/or to receive your refund. Please only send returns using our pre-paid return labels so that we can track your items. We cannot refund a lost return that was sent using a method other than our return labels. The cost of the return label will be deducted from your total refund or credit.
What if my return is late?
All returns should be in new, unworn condition with both types of tags still attached to each item. Any returns received postmarked after 14 days from the ship date are ineligible for return or exchange.
Can I exchange an item from my order?
Yes you can! If you want to exchange an item for a new style, you can reach out to our chat support to start your exchange.
Make sure to have your return dropped off and scanned 14 days from the ship date to avoid being charged and/or to receive your refund. Please only send exchanges using our pre-paid return labels so that we can track your stuff. We cannot refund a lost return that was sent using a method other than our return labels. The cost of the return label will be deducted from your refund or credit.
We only allow for one round of exchanges for an item. If you make an exchange for an item and want to exchange it for a 2nd time, we can NOT accommodate the exchange.
You are responsible to cover the shipping exchange label cost and new item shipping cost to you (amount will be deducted from your refund or credit).
How do I create an exchange?
To start an exchange, please reach out to us on the chat support on the lower right side of the website. Once you receive your return label, make sure to have your return dropped off and scanned 14 days from the ship date to avoid being charged and/or to receive your refund or credit. Please only send returns using our pre-paid return labels so that we can track your items. We cannot refund a lost return that was sent using a method other than our return labels. You are responsible to cover the shipping exchange label cost and new item shipping cost to you (amount will be deducted from your refund or credit).
How many times can I exchange an item?
We only allow for one round of exchanges for an item. You are responsible to cover the shipping exchange label cost and new item shipping cost to you (amount will be deducted from your refund or credit).
When will I get my refund?
Once we receive your return, please allow 3-4 business days for your return to be processed at our warehouse and then 5-10 business days for your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when our team has processed your refund so you know it’s on the way.
**Temporary COVID-19 update**
For the health and safety of our team, we only have a small and very limited team on-site. We will process all returns as quickly as possible, but there may be delays due to limited staffing.
Contacts
Who do I contact about potential jobs at Trixxi?
Please submit all job inquiries to hello@trixxiwholesale.com and we will make sure they get to the right person!
Who can I contact about press inquiries?
Please email hello@trixxiwholesale.com with any press inquiries.
Who can I contact about wholesale inquiries?
You can gain access to our wholesale store by creating an account on the upper right side at the small person icon 🚺. Once you create an account, you can gain access to place order on our wholesale store.
If you have a large quantity or special order request, please send us an email HERE or send us a message on our chat support.
Who can I contact to learn more about your business practices?
Check out the Trixxi World section here to learn more about our business values and practices, the impact of community, and our products. If you still have questions, send them to our chat support.
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