Billing & Orders
Information about payments, orders, shipping, and returns.
Quick Actions
Orders and shipping
Track orders and shipping information.
Order confirmation
After placing an order, you'll receive an email confirmation within minutes. Check your spam folder if you don't see it. The email includes your order number and estimated delivery.
Order tracking
Once shipped, you'll receive a tracking number via email. Track your package at thox.ai/orders or directly with the carrier (FedEx, UPS, or DHL depending on region).
Shipping times
US orders: 3-5 business days. Canada: 5-7 business days. Europe: 7-10 business days. Asia-Pacific: 10-14 business days. Express shipping available at checkout.
International orders
International orders may be subject to customs duties and taxes. These are the responsibility of the recipient. Thox.ai ships DDP (Delivered Duty Paid) to select countries.
Order modifications
Orders can be modified or cancelled within 2 hours of placement. After that, contact support immediately. Once shipped, orders cannot be cancelled.
Payment methods and billing
Accepted payment methods and billing info.
Accepted payment methods
We accept Visa, Mastercard, American Express, Discover, and PayPal. Apple Pay and Google Pay available on supported devices. ACH bank transfer for orders over $500.
Payment security
All payments are processed through Stripe with PCI-DSS Level 1 compliance. We never store your full card number. Transactions are encrypted with TLS 1.3.
Billing address
Your billing address must match the address on file with your payment method. Mismatches may cause payment failures. Update your address in account settings.
Currency
Prices are displayed in USD. Payments in other currencies are converted at current exchange rates by your payment provider. Currency conversion fees may apply.
Failed payments
If a payment fails, we'll email you with next steps. Common causes: insufficient funds, expired card, or fraud protection triggers. Contact your bank if issues persist.
Invoices and receipts
Access your billing documents.
Accessing invoices
Log in to your account at thox.ai/account/billing to view and download all invoices. Invoices are also emailed after each purchase.
Invoice details
Invoices include: order number, purchase date, item details, shipping costs, applicable taxes, and payment method used. VAT numbers included for EU customers.
Business invoices
For business purchases, add your company name and VAT/tax ID during checkout. This information will appear on your invoice for accounting purposes.
Reissuing invoices
Need an invoice reissued with different details? Contact support with your order number and the required changes. Allow 2-3 business days for processing.
Returns and refunds
Our return policy and refund process.
30-day return policy
Return your Thox.ai device within 30 days of delivery for a full refund. Device must be in original condition with all accessories and packaging.
Starting a return
Initiate returns at thox.ai/returns or contact support. You'll receive a prepaid return label via email. Returns are free within the US; international returns may incur shipping costs.
Refund processing
Refunds are processed within 5-7 business days of receiving the returned item. Funds return to the original payment method. Bank processing may add 3-5 additional days.
Damaged or defective items
Report damaged or defective items within 14 days of delivery. We'll send a replacement immediately and provide a prepaid return label for the damaged unit.
Non-returnable items
Custom-configured devices and opened software licenses are non-returnable. Accessories purchased separately can be returned within 30 days if unused.
Warranty information
Coverage and warranty claims.
Standard warranty
All Thox.ai devices include a 2-year limited warranty covering manufacturing defects and hardware failures under normal use. Warranty begins on delivery date.
Extended warranty
Purchase extended warranty (3 or 5 years) within 30 days of device delivery. Extended warranties include accidental damage protection not in standard coverage.
What's covered
Manufacturing defects, component failures, power supply issues, and connectivity problems are covered. We repair or replace at our discretion.
What's not covered
Physical damage, water damage, unauthorized modifications, use outside specifications, and normal wear are not covered under standard warranty.
Filing a warranty claim
Contact support with your device serial number and issue description. We'll troubleshoot remotely first. If hardware replacement is needed, we'll provide shipping instructions.
Billing FAQ
Frequently asked billing questions.
Do you offer financing?
Yes, Affirm financing is available at checkout for US customers. Split your purchase into 3, 6, or 12 monthly payments. Subject to credit approval.
Do you offer educational discounts?
Yes, verified students and educators receive 15% off. Educational institutions purchasing 5+ units receive volume pricing. Contact sales@thox.ai for details.
Is there a subscription fee?
No. Thox.ai is a one-time purchase with no recurring fees. All features, updates, and model downloads are included. Optional extended warranty is the only ongoing cost.
Can I purchase multiple devices?
Yes. Volume discounts available: 5-9 units (10% off), 10-24 units (15% off), 25+ units (contact sales). Enterprise agreements available for large deployments.
What if I have billing issues?
Contact our billing team at billing@thox.ai or call 1-800-THOX-AI (Mon-Fri, 9AM-6PM PST). Include your order number for faster resolution.
Need billing help?
Our billing team is available Monday-Friday, 9AM-6PM PST.