FAQ
FAQ & HELP CENTER PROTOCOL // INQUIRY DIRECTIVE
Welcome to the command center. This protocol is designed to provide immediate answers to your most frequent inquiries regarding gear, shipping, and account management.
I. ORDER & SHIPPING PROTOCOLS
Q: What is the current processing time for an order?
All orders are processed, verified, and packaged within 1-3 business days. During high-volume "Data Drops" or limited edition releases, processing may extend up to 5 business days.
Q: How do I track my shipment?
Once your order is dispatched, a transmission (email) containing your tracking number and a direct monitoring link will be sent to the email address provided at checkout.
Q: What are the estimated transit times?
- Domestic (India & GCC): 5-7 business days.
- International: 10-20 business days, depending on local customs processing.
Q: Can I change or cancel my order after placing it?
Our fulfillment systems are automated for speed. You have a 2-hour window from the time of purchase to request a cancellation or address change. Contact support@thecodex.shop immediately. Once an order enters the production/fulfillment phase, it cannot be altered.
Q: Does The Codex offer Cash on Delivery (COD)?
No. To ensure the integrity of our limited-run fulfillment model and to prioritize genuine collectors, we operate on a 100% Prepaid Model only.
Q: Are customs duties included in the international shipping cost?
No. The recipient is solely responsible for all customs duties, import tariffs, and local taxes charged by the destination country. These fees are not collected or controlled by The Codex.
II. PRODUCT & CARE
Q: What materials are your gear made from?
We use high-integrity materials: typically heavy-weight cotton (300GSM+), premium fleece, and advanced synthetics for techwear components. Full material specifications are listed on each product page.
Q: How should I care for my apparel?
To preserve the graphics and fabric integrity:
- Wash inside-out in cold water.
- Use a gentle cycle.
- Do not bleach or dry clean.
- Hang dry is highly recommended; otherwise, tumble dry on the lowest heat setting.
Q: How do I select the correct size?
A Size Matrix is available on every product page. Most gear follows a modern/slightly oversized fit. Measure your best-fitting garment and compare it against the matrix before purchasing.
Q: Do you restock limited edition gear?
Gear designated as "Limited Edition" is generally never restocked once the window closes. These pieces are intended to remain unique artifacts within the ecosystem.
III. PAYMENTS & SECURITY
Q: What payment methods do you accept?
We accept all major Credit/Debit Cards (Visa, Mastercard, Amex), UPI, and major Digital Wallets. All transactions are processed in a secure environment.
Q: How is my personal data protected?
We operate under Privacy Protocol 99. All data is transmitted via secured, encrypted channels (SSL/TLS). We utilize Tier-1 payment gateways and do not store your full credit card information on our servers.
Q: How do I reset my account password?
Navigate to the login portal and click "Forgot Password." A secure link will be sent to your registered email address allowing you to reset your authentication cipher.
IV. SUPPORT
Q: What if I have a question not covered here?
For technical support or complex inquiries, initiate a support ticket by emailing support@thecodex.shop. Our average response time is 24-48 hours.