FAQ - Foxy Originals
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FAQ

What do you charge for shipping?
Foxy Originals charges a $8.00 flat rate for all orders in North America.  Orders over $75.00 before tax ship FREE.

Do you offer International shipping?
Yes! Foxy Originals can be shipped anywhere in North American, Europe, Asia and Australia. For shipping costs, please submit an order through foxyoriginals.com and someone from Foxy’s Customer Service team will contact you about shipping options and cost.  If you would like to inquire about the cost of shipping before you place your order, please email customerservice@foxyoriginals.com.

Does Foxy Originals offer a print catalog?
Yes, Foxy Originals creates two catalogs a year that are sent to all wholesale customers.  Retail customers can view our full catalog online by exploring each of our vibrant collections.  Simply click on each collection’s icon right off the homepage.

How do Foxy Originals Gift Certificates work?
Gift certificates are available in denominations of $25, $50, $75 and $100 and are inclusive of taxes. Select the amount you’d like to give and fill out the recipient’s information so the gift certificate can be sent to them via email.  Gift certificates do not expire and do not have to be used all at once.

The gift certificate will be added to your ‘Foxy Bag’ and you can continue shopping for other Foxy items – or check out and fill out your payment information when you’re finished shopping. Please note that gift certificates can be applied to any purchase, including shipping costs.

To pay for an order with a Foxy gift certificate, shop our collections as you normally would. When you check out you’ll see an option to add a ‘Gift Certificate Code’.  When you fill in your code and hit ‘Add’, the amount will be deducted from your total.

How do I change my Foxy Originals account details?
If you have signed up for an account with Foxy Originals, you can log into your account anytime and change your account information.

Please note that email addresses cannot be changed online.  To update email information, please email us at customerservice@foxyoriginals.com and we can delete/set up a new account for you. Alternatively, you can create a new account yourself.

Can I ‘mix and match’ or design my own piece of jewelry?
All Foxy jewelry is sold ‘as is’. While we are currently unable to customize individual orders, we are always looking for your feedback and exciting new ideas.  Feel free to share your thoughts and ideas with us.  Your suggestions might help us design our next collection!

Is your entire collection on your website?
Foxy Originals carries a large number of collections, best sellers and ‘Foxy Favorites’ that are available on our website. Occasionally, items are temporarily sold out or may have been discontinued. If there’s a particular item you’d like to inquire about, please check with us at customerservice@foxyoriginals.com. We’re constantly updating our site with fabulous new pieces, so check back often!

Can I include a gift message with my Foxy Originals order?
Of course!  Foxy Originals makes the perfect gift and we can include any message you’d like with your order. When you check out, you’ll see a spot to write your note.

Where can I find a store near me that carries Foxy Originals jewelry?
Foxy Originals are sold in more than 600 stores worldwide.   To find locations closest to you click on the ‘retailers’ section of our website and use the search function there. Our Retailers hand-pick the Foxy pieces they carry, so selection may be limited.  If you are looking for a specific piece not available through a Retailer near you, we recommend you check our on-line store.

What are Coupon Codes and how do I use them?
Coupon codes can be obtained through occasional promotional offers. If you have a coupon code you’d like to redeem, it should be entered on the checkout page. Enter the applicable code in the ‘coupon code’ box and click ‘add’. Please note that coupon codes cannot be combined with other promotions or applied to previous purchases.

How will I know if I’m receiving a complimentary item with my order?
Occasionally, we’ll include a complimentary item with orders that meet a minimum total order amount. Such complimentary items are subject to change without notice, and are included with only those orders that meet the minimum, after discounts. You will be notified when you check out if you are receiving a fabulous free gift!

How do I know if my order will be taxed?
Sales Tax is applied to Canadian orders only, with the specific tax amount varying by Province. US and International orders are not taxed.

Canadian orders are charged in Canadian Dollars and US and International orders are charged in American dollars.

What types of payment are accepted online?
Foxy Originals accepts VISA and MasterCard only. Sorry, we do not accept cash or Amex.

Can I place an order over the phone?
We encourage you to order online for the fastest possible service, but please feel free to call in your order as well.

Foxy orders can be placed Monday through Friday, 9:00 am – 5:00 pm, Eastern Standard Time by calling us at 416-439-0887 or toll-free 1-866-GET-FOXY (438-3699).

How will my Foxy Originals order be packaged?
All Foxy orders come with 1 complimentary gift box. Additional boxes can be purchased.

Shipping policy
Foxy offers $8 flat rate shipping across North America.  And, orders over $75 ship FREE.
Please be aware that orders shipped outside of Canada may be subject to local duty and customs fees.  Such charges are not covered by Foxy Originals and will be the sole responsibility of the account holder. In certain circumstances, packages may be held at customs. This is beyond our control but we can be contacted to help launch an investigation. Please reach our Customer Service team at customerservice@foxyoriginals.com. The shipping times for International orders will vary by country. Foxy Originals cannot guarantee delivery dates on International orders.

How long will my Foxy Originals order take?
Once you complete the checkout process, we get right to work to get your jewelry to you as quickly as possible.
Processing an order generally takes 1-7 business day(s) from time of order for all items that we have in stock. There may be a slight delay if an item is out of stock; in these cases, a friendly Foxy Originals Customer Service Representative will notify you by email.

We ship orders Monday through Friday using Canada Post Expedited service – this typically takes 1-10 business days for delivery. All orders include shipping, handling and insurance in the final cost.  If you require faster shipping, please indicate this on your order in the ‘special instructions’ section. We will contact you with shipping options and additional costs.  Once your order has shipped we’ll email you your tracking number.

What is Foxy Originals return policy?
Shop Foxy with confidence! We pride ourselves on creating and producing jewelry of the highest quality, and maintain these high standards by complying to strict regulations. Our jewelry and all its components meet North American safety standards, and are both nickel and lead-free.

In the case where you are unsatisfied with your purchase, we will gladly exchange or refund the item(s).
 
1. If the item(s) you have ordered is unsuitable, please contact us within 7 days of its receipt. Email us at customerservice@foxyoriginals.com detailing the items being returned along with your original order number.  We will issue a return authorization form and provide instructions on how to send back the jewelry. Jewelry must not be worn and must be sent back in its original packaging. Refunds on items not deemed defective are subject to a 10% restocking fee.

2. In the case of damaged or defective jewelry, we will accept exchanges within 30 days of purchase. Email us at customerservice@foxyoriginals.com with the original order number and details of damages/defect. We will send you a return authorization number with instructions on how to send it back.

3. Jewelry that is returned without prior contact for an authorization will not be accepted.

4.  All clearance and sale items are final sale.  Items bought under these conditions will not be accepted for return or exchange.

5. For all returns (other than damages/defects), you will be required to arrange and pay for shipping the item(s) back to Foxy Originals. We strongly recommend you obtain proof of posting and a tracking number in these situations, as we cannot accept responsibility for lost parcels.

6. Any refunds will be processed back onto the original credit card used for payment within 14 business days from the date of authorization.

7. Holiday returns: Any gift purchases made in the month of December can be credited or exchanged until January 20th.  This is an extended return period to accommodate the annual gift-giving season. Please follow the standard process outlined above for any holiday returns.

Can I exchange my order?
If you aren’t completely in love with your Foxy Originals piece and would like to exchange it for another, please contact us within 7 days of its receipt. Email us at customerservice@foxyoriginals.com detailing the item(s) being returned along with your original order number.  We will provide an authorization form and instructions on how to send back the jewelry. Jewelry must not be worn and must be sent back in its original packaging.  Once your original Foxy jewels have been received we will happily ship out your replacement piece(s). Only exchanges from foxyoriginals.com orders will be accepted.

Will I receive a confirmation once I place my order?
Once your order has been placed, you will receive two emails from Foxy Originals. The first email will confirm your order number, while the second email will contain a tracking number once your package is on its way to you.

Where is Foxy Originals jewelry made?
All Foxy Originals jewelry is made in Toronto, Ontario where it is assembled by a skilled team of craftspeople. By producing locally, we keep jobs at home and can guarantee that our jewelry is made in a positive work environment.

Where are my Foxy Originals jewels shipped from?
All of our jewelry is hand-made in Toronto, Ontario, Canada. Everything is made at our head-office and is shipped directly from our facility.

How can I reach someone regarding my web order?
Ordering from Foxy online couldn’t be easier, and we’re always here to help if you have questions about your order.  Speak with a member of the Foxy team Monday thru Friday 9:00am - 5:00pm EST at (416) 439-0887 or toll-free (866) GET-FOXY (438- 3699).

If you are a wholesaler with an inquiry, please email us at sales@foxyoriginals.com.

Can I cancel my order?
If you would like to cancel your order, please call Foxy Originals as soon as possible at 1-866-GET-FOXY and speak to a customer service representative.  Be sure to have your order number handy when you call.
We’ll be able to cancel your order if it has not shipped yet, but once an order has left our facility it cannot be cancelled. We generally ship your Foxy jewels one day after receiving your order, so the sooner you let us know you need to cancel, the better!

How can I join the Foxy mailing list and what will I receive?
Send us your email and we’ll send you the latest! Sign up for our mailing list right off the homepage and we’ll keep you in the loop. From time to time, we’ll send you update on the latest trends, limited edition pieces, and fabulous Foxy events. We never bombard you with emails, we just like to make sure our Foxy friends are never more than a click away!

Can I place a wholesale order?
For full details on being a Foxy wholesaler, please visit the wholesaler section of our website.  If you are an existing buyer, enter your username and password to log-in.

If you are a new customer and would like to carry Foxy Originals, simply fill out the new buyer registration details. Once we receive your inquiry we will run a proximity check against our existing customers. If you are approved, your account will be activated and a member from the Foxy Sales team will be in touch with next steps on how to place your first order.

How do I care for my Foxy Originals jewelry?
Foxy's versatile designs are durable enough be your everyday favorites and keep shining through even the busiest of lifestyles!  And they’re low maintenance – keeping them clean and dry preserves their sleek matte finish.

For the longest lasting look, we recommend removing Foxy products before swimming, bathing, cleaning, and applying cosmetics or perfume. Chemicals in cosmetics, swimming pools and some cleaning agents may damage metals and the finish on our pieces.  We also recommend you store your jewelry in a cool, dry place. Exposure to excessive humidity, moisture, or light will cause your jewelry to tarnish. Even storing pieces individually in zip-lock bag will do the trick!

To keep your Foxy jewelry sparkling like new, treat yourself to a Foxy cleaning cloth on your next order.

Why is my jewelry tarnishing?
Tarnishing is a normal process caused by oxidization and moisture from air and even sunshine. If you store your sterling silver jewelry in open air, you expose it to air and humidity, which can both cause it to tarnish. To reduce tarnishing, we recommend you keep all of your silver jewelry in the air tight protective bag provided with your order.

What is Foxy Jewelry made of?
All of our Foxy Originals jewelry is made of pewter and is coated in silver, 14 karat gold, bronze or gunmetal. It is all made in Canada and is lead/nickel free. Click here to follow the creation of one of our fabulous jewels from concept to completion.

What is pewter?
Pewter is identified as the fourth most precious metal in common use.
All of the pewter Foxy uses is lead and nickel free.

Is Foxy Originals head office open to the public?
Our Toronto headquarters is not open to the public, but we’ve created a behind-the-scenes peek at how our jewelry is made.

To find a Foxy Originals retailer near you click on the retailers section of our website.

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