FAQ
Frequently Asked Questions
Can a loyal customer get a discount?
When is the next promotion?
Can we send you product test samples?
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 chat support to help you find 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?
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.
What is an e-gift card?
An e-gift card is a credit that you can apply to a purchase. You can redeem an e-gift card at checkout or apply it to your account under Payment Info. If you select it as the payment option at checkout it will be applied to your purchase. Sorry, e-gift cards cannot be retroactively applied to an order once it has been placed or returned for cash.
Send an E-GIFT CARD to someone!
Where can I purchase a Trixxi e-gift card?
If you're in the U.S. you can purchase an e-gift card HERE. E-gift cards cannot be used to purchase another e-gift card.
Can I use e-gift cards online at Trixxi and Trixxiwholesale?
Gift cards can only be used on Trixxi.com and 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
How fast is your shipping?
Most of our orders are shipped within 2 business days of purchase 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.
We do not ship on the weekend or U.S. holidays, and we do not offer Saturday delivery.
**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?
Do you ship to PO boxes or military addresses?
PO shipping only available with FedEx SmartPost- Smartpost uses USPS for actual delivery.
Military addresses can only be delivered via USPS.
Are taxes included in my order total?
Taxes are calculated on the items ordered, your shipment destination, and the value of your purchase, which are added to your order total in the shopping cart checkout. Taxes are nonrefundable. If you have any other questions about taxes collected, let us know in the chat support.
If an order is shipped separately, will there be double shipping charge?
How can I edit 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.
My package is lost!?
Package theft is a real thing, and it sucks, we are sorry this happened!
IWe recommend adding the package protection to your order at checkout so your items are covered for any returns, exchanges, or missing packages. Trixxi is not responsible for lost or stolen items once a package is confirmed as delivered by the carrier.
If your tracking information indicates delivery confirmation but you have not received your package, please contact the carrier to check for any possible delays with your order.
If you added package protection on your order at checkout, go file a claim directly HERE. Please follow the instructions on the portal to process the claim/return.
If you did NOT add package protection to your order, you must file a claim directly with the carrier. Trixxi is not responsible for lost or stolen items once a package is confirmed as delivered by the carrier.
Please contact us in chat support or email at hello@trixxi.com if you need help filing a claim.
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.
How does $2.48 package protection work?
Package protection is offered to you at checkout for an additional $2.48 to your order. This protection guarantees lost, damaged, or stolen orders will be replaced or refunded. This is a type of buyer insurance that provides peace of mind to our customers while covering the cost of shipping for either return, exchange, or replacement.
We recommend adding the package protection to your order at checkout so your items are covered for any circumstance of returns, exchanges, or missing packages without it costing the full cost of shipping that can sometimes be costly.
Trixxi is not responsible for lost or stolen items once a package is confirmed as delivered by the carrier.
Orders
Order placement
Simply add as many items as you wish to your shopping cart while browsing our store. 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 ship your package within 2 business days from our Los Angeles warehouse.
Our chat support is always happy to guide you at any step!
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.
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?
If customer received only part of the whole order, what should be done?
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 an email to our chat support and we will do our best to assist you in editing your order before it is processed in our warehouse.
Do you have a gift option?
Sorry, we don’t offer a gift option yet for orders at check out yet.
What if something I ordered arrived damaged?
Oh no, we are sorry ! Contact our chat support right away.
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.
Payments
What forms of payment do you accept?
We accept: Visa, Mastercard, American Express, debit and credit cards, Paypal, Apple Pay, Google Pay, Shop Pay, and Trixxi Credit.
*Note that additional exchange fee may apply if your currency is other than US dollars.
International Taxes
We currently do not ship internationally.
Return and Refunds
What is your online return + exchange policy?
To start a return, CLICK HERE.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase when starting your return request.
Once you request a return authorization in the link above, you will be issued a Trixxi Credit to use right away in the gift card field at checkout for a new item. If you choose to use it, your purchase will ship right away, even if you haven't completed your return yet. Or wait one to two weeks to get a cash refund after we process your return. Instant Trixxi Credit comes with no strings attached: any unused portion of your voucher will be refunded after receiving your items in our warehouse.
If your return 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 will not be accepted.
You can always contact us with any return question to our chat support.
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.
Exceptions / non-returnable items
Certain types of items cannot be returned, 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, sale items 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 Trixxi Credit. Once the return is accepted, make a separate purchase for the new item using your credit.
Refunds
If you choose not to do Trixxi Credit, once we receive your return with in the 14 days postmark, 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.
How do I return or exchange an order from within the U.S.?
1.Visit our Returns and Exchanges page.
2.Select the stuff you want to exchange or return. Quick tip: If you’re returning an order, you have the option for Instant Trixxi Credit.
3.Stick the return label on the mailer.
4.Drop off your return to the courier on the label.*
*Make sure to have your return dropped off and scanned 10 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.
What if my return is late?
All returns should be in new, unworn condition with the tags still attached. Any returns received postmarked after 14 days from the ship date are ineligible for return and will be automatically given Trixxi Credit in the value of items received at our warehouse meeting the return condition rules.
Can I return Final Sale items? What if it was a gift?
Final Sale items cannot be returned. No exceptions will be made for sizing, fit, or fabric issues. We understand that buying Final Sale items can be a gamble, so if you have any questions about the style, please reach out to chat support before placing your order. Sorry, but items purchased as a gift are still applicable to our 'Final Sale' policy and cannot be returned.
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.
Can I exchange an item from my order?
Yes you can! If you want to exchange an item for a new size or color, you can create an exchange HERE.
Sale items are not eligible for 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.
We only allow for one round of exchanges for an item for free. If you make an exchange for an item and want to exchange it for a 2nd time, we can accomodate the exchange but at you are responsible to cover the 2nd return and new item shipping cost to you.
How do I create an exchange?
To create an exchange:
1.Click on Returns and Exchanges page and input your email and order number.
2.Select Exchange for the item you want to exchange
3.Choose a new size or color and click Next Step.
4.Confirm your return and click Process Return.
5.Print your return label and drop off your return by the stated date to avoid being charged.
How many times can I exchange an item?
We only allow for one round of exchanges for an item for free. If you make an exchange for an item and want to exchange it for a 2nd time, we can accomodate the exchange but at you are responsible to cover the 2nd return and new item shipping cost to you.
What is instant Trixxi Credit?
If you want to make another purchase and don’t want to wait for your return to be processed, you can select instant Trixxi Credit when you request a return.
All orders purchased with Instant Trixxi Credit are only eligible for return for store credit with in Trixxi + Trixxi Girls. 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.
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@trixxi.com and we will make sure they get to the right person!
Who can I contact about press inquiries?
Please email hello@trixxi.com with any press inquiries.
Who can I contact about wholesale inquiries?
You can gain access to our wholesale store by contacting our chat support.
If you have a large quantity or special order request, please 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.
Giveaways
Official rules for all Trixxi giveaways
NO PURCHASE OR PAYMENT IS NECESSARY TO ENTER OR WIN. A PURCHASE OR PAYMENT OF ANY KIND WILL NOT INCREASE YOUR CHANCES OF WINNING.
Details of the Giveaway will be displayed in the Giveaway Post. These Official Rules are incorporated into the Giveaway Post.
1. Eligibility
Giveaway is open only to legal residents of the fifty (50) United States (and the District of Columbia) who are eighteen (18) years of age or older at the time of entry, unless otherwise stated in the Giveaway Post. Void where prohibited. Employees of Trixxi Clothing, Inc. and its respective parents, affiliates, subsidiaries, distributors, sales representatives, and all other service agencies involved with the Giveaway and members of their immediate family (spouse, parents, siblings and children) and household members (whether related or not) of each such employee are not eligible to participate or win. To enter the Giveaway or receive a prize, you must fully comply with the Official Rules and, by entering, you represent and warrant that you agree to be bound by these Official Rules and the decisions of the Sponsor, whose decisions shall be binding and final in all respects relating to this Giveaway.
2. Sponsor
Trixxi Clothing, Inc.
3. Timing
The timing of the Giveaway is stated in the Giveaway Post.
4. How to Enter
To enter you must follow the steps outlined in the Giveaway Post to make an entry.
Limit of one (1) entry per person for the Giveaway. Multiple participants are not permitted to share the same email address or social media account. Any attempt by any participant to obtain more than the stated number of entries by using multiple/different email addresses, social media accounts, registrations and logins, or any other methods will void that participant’s entries and that participant may be disqualified. Use of any automated system to participate in the Giveaway is prohibited and will result in disqualification. Sponsor is not responsible for lost, late, incomplete, invalid, unintelligible or misdirected registrations, which will be disqualified.
5. Winner Determination
On or about the date stated in the Giveaway Post, the Sponsor will potential winners for the prizes described below in a random drawing of all valid entries received. POTENTIAL WINNERS WILL BE NOTIFIED BY DIRECT MESSAGE FROM SPONSOR ON THE SOCIAL MEDIA PLATFORM AND WILL BE REQUIRED TO RESPOND WITHIN 72 HOURS OF NOTIFICATION, OR TIME OTHERWISE STATED IN THE GIVEAWAY POST. Failure by a potential winner to respond to any contact within the stated timeframe will result in disqualification, and Sponsor will select an alternate potential winner in the same manner. Odds of winning a Giveaway prize depend on the number of eligible entries received during the Giveaway Entry Period. Limit of one prize per person.
6. POTENTIAL WINNERS ARE SUBJECT TO VERIFICATION BY SPONSOR. SPONSOR’S DECISIONS ARE FINAL AND BINDING IN ALL MATTERS RELATED TO THE ADMINISTRATION, OPERATION, SELECTION OF THE WINNER AND OTHER MATTERS RELATED TO THE GIVEAWAY.
7. Verification of Potential Winners
Potential winners may be required to complete and return an Affidavit of Eligibility, Release of Liability and Publicity Release (where permitted by law) (collectively, the “Affidavit”) by the date specified by Sponsor, or an alternate potential winner may be selected. In the event (a) potential winner cannot be reached for whatever reason after a reasonable effort has been exerted, or the potential winner notification or Affidavit is returned as undeliverable, (b) potential winner declines or cannot accept, receive or use the prize for any reason, (c) of noncompliance with these Official Rules or any of the aforesaid time periods, (d) potential winner is found to be ineligible to enter the Giveaway or receive the prize, or (e) potential winner fails to fulfill the Affidavit-related obligations, the potential winner shall be disqualified from the Giveaway and an alternate potential winner may be selected in a random drawing, from among the other eligible entries received, as described in Section 5 above. Sponsor reserves the right to modify the notification and Affidavit procedures in connection with the selection of alternate potential winner, if any.
8. Prizes
Prizes will be detailed in the Giveaway Post.
For all Prizes: Prize is non-transferable, and no substitution will be made except as provided herein at the Sponsor’s sole discretion. Sponsor reserves the right to substitute the listed prize for one of equal or greater value for any reason. Winner (or parent / legal guardian if winner is a minor) is responsible for all taxes and fees associated with prize receipt and/or use. All federal, state, and local tax liabilities, as well as any other costs and expenses not specified herein as being awarded are the sole responsibility of the Winner. Winner may be required to complete and return an IRS W-9 form (i.e. Request for Taxpayer Identification Number and Certification). Prize will be awarded only if the potential prize winner fully complies with these Official Rules.
9. Entry Conditions and Release
Each entrant agrees to: (a) comply with and be bound by these Official Rules and the decisions of Sponsor which are binding and final in all matters relating to this Giveaway; (b) defend, indemnify, release and hold harmless the Sponsor, applicable social media platforms and their respective parent, subsidiary, and affiliated companies, celebrities, and any other person and organization responsible for sponsoring, fulfilling, administering, advertising or promoting the Giveaway, and all of their respective past and present officers, directors, employees, agents and representatives (collectively, the “Released Parties”) from and against any and all claims, expenses, and liability, including but not limited to negligence and damages of any kind to persons and property, including but not limited to invasion of privacy (under appropriation, intrusion, public disclosure of private facts, false light in the public eye or other legal theory), defamation, slander, libel, violation of right of publicity, infringement of trademark, copyright or other intellectual property rights, property damage, or death or personal injury arising out of or relating to a participant’s entry, creation of an entry or submission of an entry, participation in the Giveaway, acceptance, possession, attendance at, defect in, delivery of, inability to use, use or misuse of prize (including any travel or activity related thereto) and/or the broadcast, exploitation or use of entry. Winner acknowledges that the prize is awarded as-is without warranty of any kind.
10. Publicity
Except where prohibited or restricted by law, winner’s acceptance of prize constitutes the winner’s agreement and consent for Sponsor and any of its designees to use and/or publish winner’s name, city and state of residence, photographs or other likenesses, pictures, portraits, video, voice, testimonials, biographical information (in whole or in part), and/or statements made by winner regarding the Giveaway or Sponsor, worldwide and in perpetuity for any and all purposes, including, but not limited to, advertising, trade and/or promotion on behalf of Sponsor, in any and all forms of media, now known or hereafter devised, including, but not limited to, print, TV, radio, electronic, cable, or World Wide Web, without further limitation, restriction, compensation, notice, review, or approval.
11. General Conditions
Sponsor and its subsidiaries, affiliates, divisions, partners, representatives, agents, successors, assigns, employees, officers and directors shall not have any obligation or responsibility, including any responsibility to award any prize to entrants, with regard to: (a) entries that contain inaccurate information or do not comply with or violate the Official Rules; (b) entries, prize claims or notifications that are lost, late, incomplete, illegible, unintelligible, damaged or otherwise not received by the intended recipient, in whole or in part, due to computer, human or technical error of any kind; (c) entrants who have committed fraud or deception in entering or participating in the Giveaway or claiming the prize; (d) telephone, electronic, hardware, software, network, Internet or computer malfunctions, failures or difficulties; (e) any inability of the winner to accept the prize for any reason; (f) if a prize cannot be awarded due to delays or interruptions due to Acts of God, natural disasters, terrorism, weather or any other similar event beyond Sponsor’s reasonable control; or (g) any damages, injuries or losses of any kind caused by any prize or resulting from awarding, acceptance, possession, use, misuse, loss or misdirection of any prize or resulting from participating in this Giveaway or any promotion or prize related activities. Sponsor reserves the right, in its sole discretion, to disqualify any individual it finds to be (a) tampering with the entry process or the operation of the Giveaway, or with any Website promoting the Giveaway; (b) acting in violation of the Official Rules; or (c) entering or attempting to enter the Giveaway multiple times through the use of multiple email addresses or the use of any robotic or automated devices to submit entries. If Sponsor determines, in its sole discretion, that technical difficulties or unforeseen events compromise the integrity or viability of the Giveaway, Sponsor reserves the right to void the entries at issue, and/or terminate the relevant portion of the Giveaway, including the entire Giveaway, and/or modify the Giveaway and/or award the prize from all eligible entries received as of the termination date.
12. Limitations of Liability
The Released Parties are not responsible for: (a) any incorrect or inaccurate information, whether caused by entrants, printing errors or by any of the equipment or programming associated with or utilized in the Giveaway; (b) technical failures of any kind, including, but not limited to malfunctions, interruptions, or disconnections in phone lines or network hardware or software; (c) unauthorized human intervention in any part of the entry process or the Giveaway; (d) technical or human error in the administration of the Giveaway or the processing of registrations; or (e) any injury or damage to persons or property which may be caused, directly or indirectly, in whole or in part, from entrant’s participation in the Giveaway or receipt or use or misuse of any prize. If for any reason an entrant’s registration is confirmed to have been erroneously deleted, lost, or otherwise destroyed or corrupted, entrant’s sole remedy is another entry in the Giveaway. No more than the stated number of each prize will be awarded.
13. Disputes
Except where prohibited, by participating, entrants agree that all issues and questions concerning the construction, validity, interpretation, administration, and enforceability of the Official Rules, or the rights and obligations of an entrant and Sponsor shall be governed by and construed exclusively in accordance
with the laws of the state of California without giving effect to any principles of conflicts of law of any jurisdiction and that: (1) any and all disputes, claims, and causes of actions arising out of, or connected with the Giveaway, shall be resolved individually, without resort to any form of class action; (2) any and all claims, judgments and awards shall be limited to actual out-of-pocket costs incurred, including costs associated with participating, but in no event attorney’s fees; (3) under no circumstances will any entrant be permitted to obtain awards for and hereby waives all rights to claim punitive, incidental and consequential damages and any other damages, other than for actual out-of-pocket expenses, and any and all rights to have damages multiplied or otherwise increased. By entering the Giveaway, all entrants agree to be subject to jurisdiction in the Federal and State courts of Los Angeles County, California and agree that all disputes relating in any way to this Giveaway must be resolved in the courts of California. Entrants agree not to raise the defense of forum non convenience.
Social Media platforms are in no way associated with or responsible for sponsoring, endorsing, or administering this Giveaway. All trademarks are the property of their respective owners
Who do I contact if I won something in a Trixxi giveaway?
On or about the date stated in the Giveaway Post, the Sponsor will potential winners for the prizes described below in a random drawing of all valid entries received. POTENTIAL WINNERS WILL BE NOTIFIED BY DIRECT MESSAGE FROM SPONSOR ON THE SOCIAL MEDIA PLATFORM AND WILL BE REQUIRED TO RESPOND WITHIN 72 HOURS OF NOTIFICATION, OR TIME OTHERWISE STATED IN THE GIVEAWAY POST. Failure by a potential winner to respond to any contact within the stated timeframe will result in disqualification, and Sponsor will select an alternate potential winner in the same manner. Odds of winning a Giveaway prize depend on the number of eligible entries received during the Giveaway Entry Period. Limit of one prize per person.
Please submit all inquiries to hello@trixxi.com if you need any further assistance.
When will I receive my prize from the giveaway?
Prizes will be detailed in the Giveaway Post.
For all Prizes: Prize is non-transferable, and no substitution will be made except as provided herein at the Sponsor’s sole discretion. Sponsor reserves the right to substitute the listed prize for one of equal or greater value for any reason. Winner (or parent / legal guardian if winner is a minor) is responsible for all taxes and fees associated with prize receipt and/or use. All federal, state, and local tax liabilities, as well as any other costs and expenses not specified herein as being awarded are the sole responsibility of the Winner. Winner may be required to complete and return an IRS W-9 form (i.e. Request for Taxpayer Identification Number and Certification). Prize will be awarded only if the potential prize winner fully complies with these Official Rules.
lPlease email hello@trixxi.com with any prize inquiries.