Frequently Asked Questions

If you don't find the answer to your question in our FAQs, just scroll to bottom of this page for our contact info.

1. What forms of payment do you accept? We accept VISA, MasterCard, Discover, and PayPal. We do not accept personal checks or cash.
2. Can I combine auctions to reduce shipping costs? YES, but you must wait until you have purchased/won all the items before checking out. Once you check out, you cannot combine items.
   
   There is one shipping rate for the first item, and a lower rate for each additional item. Please refer to each item page for the specific amounts.
   
   
3. How much time do I have to pay for an item? Payment is required within 14 days of the end of an auction. If payment is not received within this time frame, an “unpaid item dispute” must be initiated.

1. Can I combine auctions to reduce shipping costs? YES, but you must wait until you have purchased/won all the items before checking out. Once you check out, you cannot combine items.
   
   There is one shipping rate for the first item, and a lower rate for each additional item. Please refer to each item page for the specific amounts.
2. How much is shipping? Shipping costs can vary from item to item. Each item page indicates the shipping rate for the first item cost, as well as a lower cost to ship each additional item. If you purchase multiple items the highest cost is first, regardless of the order in which the items were purchased.
3. How do I change my shipping address AFTER I have already paid for an item? If you have already paid for your item, but need to change the shipping address, please send us an email at service@phoenixtradingcompany.com with the words "ADDRESS CHANGE" in the subject field.
   Unfortunately, we cannot be responsible for incorrect address information submitted during the checkout process, but we will certainly do our best to make the change in time.
4. Where do you ship to? Most of our items ship worldwide. Any exceptions are noted on the item page. Please read this before bidding. We do not ship any items to Brazil.
5. How long will it take to get my order? Handling Time: Orders ship 1-2 business days after payment is received. We will send you an email when payment clears.
   Delivery time: Once your order leaves our facility, delivery within the US typically takes 3-5 business days. International delivery can take 10-15 business days. Delivery times do NOT include weekends & holidays. We will send you an email when your order ships and include a tracking number (if available). Not all orders will include a tracking number.

1. Can I exchange an item? We do not offer exchanges, HOWEVER, we do accept returns for a refund or replacement of the same item if in stock.
2. How can I return an item I do not want or doesn’t fit? We will accept an item for return only if it is in the same condition as it was sent. Any tags or labels need to remain attached. Shipping costs are not refundable in this situation. You MUST contact us before returning any item.
3. What do I do if something I purchase is defective? Everything we sell is covered by our 30-day guarantee. We will replace any defective item (if in stock) or will issue a FULL refund including shipping (if not in stock). You MUST contact us before returning any item.
4. How and when will I get my refund? In cases where it becomes necessary to issue you a refund, it will be made by the same method as you used to make the purchase. The refund will be issued within 5 business days.

1. Why have you not responded to my emails or eBay messages? We respond to all messages by the end of the next BUSINESS day. Since we do not work on weekends and holidays, if you send us a message on Friday, we will not get back to you until the following Monday. If you do not hear back from us, please check that:
   1. You are checking the correct email account. If you sent the email through an eBay link, then please check what email address you have registered on eBay. You can do this by going to www.ebay.com, select "My eBay", click on "Preferences", and then "Update my registration information".
   
   
   
   2. Your mailbox is not full.
   
   
   
   3. Our response didn't end up in your junk mail folder.
2. Can you measure an article of clothing for me? Due to the overwhelming number of requests we receive to do this, AND the large number of items we have for sale, we cannot cost-effectively provide any additional measurements. We apologize for the inconvenience.
3. Can you help me determine which shoe size is best for me? We realize that shoe sizes from different manufacturers can vary, but unfortunately, we don’t have access to this information. We can only recommend you refer to the manufacturers website, or search the web.


 

Contact Us

If you didn't find the answer in our FAQs, please email us via eBay messaging. We will respond to ALL inquires by the close of the following business day. If you don't hear from us, please make sure our response did not get blocked by your spam filters.

Our hours are 9 AM - 5 PM ET, Monday - Friday.
Phone: (781) 891-0026
Fax: (781) 891-0036