Policies

Order Policies

Product Availability

We may temporarily run out of stock on an item due to high demand. If that happens, Fenix Sol will send you an email within 24 business hours. If this is a time-sensitive order, please contact us immediately and our team will work on a solution.

Cancelling / Changing Orders

You can cancel or modify any stock or non-custom order, any time, prior to shipment of product at no additional cost to you. If you cancel or return an order once an item has been shipped, you will be subject to a 20% restocking fee.

Custom Products

Fenix Sol is partnered with one of the premier stainless steel fabricators in the country. We have the ability to fabricate most custom items required for the foodservice industry. All custom products require 50% down and a signed copy of the product drawing before we will process the order. The remaining 50% balance will be due when your project is complete and must be paid prior to the item(s) being shipped, unless other terms have been negotiated. If you cancel a custom product, your 50% deposit is nonrefundable. Typical lead time for all fabricated items is 3-4 weeks upon receipt of down payment and signed drawings. Returns on custom orders are not accepted.

Order Security

In order to ensure your safety, all orders go through security checks prior to processing. Please understand that there may be a slight delay between when your order is placed and when we process it. If necessary, we will request additional information to ensure the validity of the order.

Payment Method

Credit / Debit Cards

Fenix Sol requires all orders placed through our website be submitted via credit / debit card. We accept all major credit / debit cards including American Express, Discover, MasterCard, and Visa. We also process payments via Stripe and Paypal.

Charges

Once an order has been placed on our website, your credit or debit card will be charged immediately.

Currency

All orders are priced in USD ($). When ordering outside of the United States, the funds are converted the local currency of the ordering country on your credit or debit card statement. Your credit or debit card company may charge a currency conversion fee. Please contact your credit or debit card company for further details.

Privacy Policy

Cookies

Fenix Sol’s website uses cookies to uniquely identify customers. Cookies do not divulge and private or personal information about you. Cookies allow us to keep track of what is in your shopping cart and when you are logged in. You must have cookies enabled to shop on our site.

Information Use

Fenix Sol is the sole owner of information collected from our website. We do not share your information with third parties. Customer information is used to process orders, provide a personal shopping experience, sales and specials notification via email, and to monitor traffic to improve our site’s usability.

External Links

In order to provide you with helpful information, Fenix Sol may direct you to an external link. We are not responsible for the privacy practices or content of external links. If you have any questions or concerns about an external link, we urge you to read that site’s privacy policies.

Registration

Fenix Sol strongly encourages you to create an account with us. Registration is not a requirement but it does offer the following benefits:

• Access to the My Account section. The My Account section lists current orders, previous orders, and allows you to update your billing and shipping information.
• Reorder previous items quickly and efficiently.
• Submit product reviews.
• Allow our team to quickly identify previous orders and repeat customers.

Your information is secure and protected by your unique email and password combination.

Security

Fenix Sol employs SSL security. SSL protects your information and guarantees your privacy while ordering through our site.

Product Policy

Images

Fenix Sol strives to provide the most accurate images of our products as possible. However, some product images can be difficult or impossible to obtain. In these rare instances, Fenix Sol will use the closest representative image we can find for the product. These representative images may show optional accessories or features that may not be included in your product. We recommend that you read the product description and other product literature (including spec sheets) before placing your order. If you have any questions or concerns, please contact us.

Image Color

Fenix Sol makes every effort to portray the color of an item as accurately as possible. However, depending on your monitor settings, the color of an item may appear different than in person. Unfortunately, we cannot guarantee the accuracy of the color displayed on your monitor.

Sales and Coupon Codes

Fenix Sol strives to ensure that we offer the lowest possible prices on our website. Occasionally, we will offer sales and coupon codes to receive further discounts. To ensure that the discount is properly processed, items should be purchased as soon as possible. Coupon codes for items will have an expiration date. Coupons and discounts will only be honored when they are valid. External websites may reflect incorrect prices and products compared to what we currently offer. Fenix Sol ensures that the prices on our website are regularly updated. However, search engines and other web sites may not always provide the most accurate pricing. Please visit our website to view the most up to date pricing.

Return Policy

Custom Items

Due to the nature of custom items (and your requirement to sign off on the drawings before work is started), we do not accept returns on custom items unless they have been damaged in transit. If your item has been damaged in transit, customers are responsible for the cost of returning the item to Fenix Sol. Once we receive the item, we will work with our partner to correct the damage and replace your item.

Regularly Stocked Items

You may return a regularly stocked item to Fenix Sol if it is unused, in the original packaging and in like new condition. In order for returns to be accepted, your item must be returned within 30 days from receipt of your order. Please contact us prior to returning an item so an authorization can be created. Upon receipt and inspection of the item, your credit or debit card will be credited for the amount paid for the products minus a 20% restocking fee. The return shipping fee is the responsibility of the customer submitting the request. Restocking fees ensure that Fenix Sol keeps our prices as low as possible. There are additional costs associated with processing a return. Rather than passing those costs to all our customers through higher priced items, we only charge a restocking fee on those items that have been returned.

Shipping Policy

FREE SHIPPING IS ONLY AVAILABLE IN THE CONTINENTAL UNITED STATES.

For international orders, please contact us for a shipping quote prior to the purchase of your items. International orders include Alaska, Canada, Hawaii, US Virgin Islands, Puerto Rico, etc. Customers are responsible for any additional charges (including brokerage fees, duties, and taxes) that may be incurred while shipping outside the continental United States. Fenix Sol can ship to any street address. Orders cannot be delivered to PO boxes. Rural and / or military sites may not be accessible to our carriers. If our carriers are unable to deliver to your address, we will notify you and help arrange for you to pick up your product(s) at the shipper’s main terminal. Shipment to residential addresses and lift gate may incur additional charges to be paid by the customer. Shipment is via common carrier of Fenix Sol’s choice.

Damaged / Missing Items

Fenix Sol takes great care when packing your order. However, freight damage does occasionally occur during delivery and we must work with the carrier to receive reimbursement for these damages. By signing the delivery receipt, you are taking responsibility and ownership for the shipment in the condition noted. If your order is damaged or items are missing and you did not note this on the delivery receipt, Fenix Sol cannot guarantee any compensation for damages. If any item or packaging is damaged or missing, you must do the following:

• Note it clearly on delivery receipt before signing
• Keep your copy of the delivery receipt
• Contact us within 24 hours
• Keep the damaged packing materials for inspection

We require pictures of the damaged items and packaging in order to process freight claim.

Fenix Sol will work with you to replace or repair any items that have been damaged in a timely manner.

Delivery Appointments

If your business hours do not fall within Monday – Friday, 8am – 5pm (general time frame for common carriers), we suggest requesting a delivery appointment if possible. If no one is available to sign for the delivery, there may be additional charges for redelivery. In the event that we are unable to collect the redelivery fee before carrier storage fees are applied, the items will be returned to the shipping location and processed as a standard return with the restocking fee and return shipping costs being applied to you. If you require a time-specific delivery, additional fees may apply. Please provide a valid phone number during checkout so that your call before delivery does not delay your shipment.

Delivery Time

Fenix Sol is dedicated to shipping your order as fast as possible. We strive to have orders processed and ready to ship within 24-48 hours (Monday – Friday, 8am – 5pm, PST). Common carrier deliveries typically range from 1 to 10 days, depending on shipping lane. All delivery times are estimates. We are not responsible for delays in shipment due to strikes, weather, or any other delay beyond our control.