Help Center

How Oryx Generations is adapting to Covid-19

Oryx Generations works with a fulfillment partner to print and ship our orders. We’re in daily communication with them for the latest updates of what’s going on. The fulfillment centers are still operating and we’re continuing to accept orders. Fulfillment and shipping will take longer but your order will reach you.

Your support means a lot to us, especially during this time. Stay safe and take care of yourselves.

Information regarding Covid-19

The global social distancing measures are affecting our store as well which means order fulfillment and shipping is taking more time than usual. Our standard fulfillment estimate of 3-7 business days is currently closer to 12-17 days for orders printed and shipped within the US, and still the same (3-7 business days) for orders printed and shipped within Europe.  

We’re actively communicating with our fulfillment centers and following the latest news on Covid-19. Please follow our FAQ where we share current updates. 

This is a difficult time for everyone and we thank you for your patience. Health is the number one priority right now, so stay safe.

When will I get my order?

It takes 3-7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

• USA: 5 - 8 business days  
• International: 10-20 business days
• Please check COVID-19 updates to learn about any expected delays
  

Where will my order ship from?

Orders ship from fulfillment facilities worldwide (e.g. US, Europe, and some other locations)

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

• Check your shipping confirmation email for any mistakes in the delivery address.
• Ask your local post office if they have your package.
• Stop by your neighbors in case the courier left the package with them.

Pro tip: Package theft is on the rise— If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be!

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at [support@oryxgen.com] with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

Pro tip: The zip code is the most important part of the address. Use a simple tool like USPS ZIP code lookup to make sure you get it right!

How do I track my order?

If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at [support@oryxgen.com].

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at [support@oryxgen.com] within 2 weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

What’s your return policy?

We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at [support@oryxgen.com]!

Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at [support@oryxgen.com] with photos of wrong/damaged items and we’ll sort that out for you.

Can I exchange an item for a different size/color?

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.

Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at [support@oryxgen.com] within 2 weeks after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund through a gift card!