Where is my order now? Can I track my package? 

Once your order have been received and checked your hand-finished piece(s) for accuracy and quality, it will be shipped to you. Once your order ships we send you a shipping confirmation that includes your order tracking number.  Please use that to track your package until it reaches your door! 

International orders, if you haven't received your order more than 10 days after receiving your shipping confirmation, please email us and we will help you track the order! 

Holiday Promotion:

Free Shipping on order over $100 (US ORDERS ONLY)

How long will it take to receive my order? 

Your order will be shipped within 10-14 business days. Once your custom piece is finished and checked by our in-house QC team, we will then ship it via USPS First Class if the free shipping option was chosen.  In the event your time was delayed, or materials were unavailable, we will contact you with an estimated shipping date.  Please take into account production time when calculating arrivals! 

*orders shipped outside of the continental US may be subject to customs and transit delays that unfortunately are out of our control.

Please take into account production time when calculating arrivals!


What can I do if my item arrives damaged?

In the case of damaged goods please reach out to us as soon as you discover any damage to the piece(s) -within 7 days.


How much does it cost to ship an international order?

Offers flat rate ($40) worldwide shipping via USPS.  

*Please note that VERTEXX, INC. is not responsible for any customs and duties charges.


What if I refuse delivery on an international order ?

If you refuse delivery on an international order the package will be abandoned at the border. Because the package cannot be returned to us, you will not be eligible for refund. Please review international orders very carefully to ensure that you have selected the correct color and size and are willing to accept the duties / taxes and any brokerage fees as we cannot cancel an order once processed.


Who pays the Duties / Taxes / Brokerage Fees on International Orders? 

The recipient of the package is responsible for these fees. These fees are not included in the pricing or shipping/handling charges on our website. It is strongly recommended to check with your local agency for an estimate of these fees prior to placing the order. 

 I may have entered an incomplete / incorrect shipping address.

For us to process your order without delays it is important to provide complete and accurate shipping information, In the event you provided an incomplete/ incorrect shipping address please e-mail us ASAP at

*Please know it is the customer's responsibility to provide a reliable shipping address. If the UPS tracking confirms that an order was delivered to the given address, we are unable to re-ship your custom item(s) if it has been lost as a result of a incomplete / incorrect address.