Billing & Orders
Information about payments, orders, shipping, and returns.
Quick Actions
Orders and shipping
Use the details for your purchase or reservation.
Order reference
Keep your checkout confirmation and order or reservation reference. If a confirmation is missing, check the email address used at checkout and contact support.
Status and delivery
Check your purchase confirmation and product or campaign page for the applicable delivery estimate. A reservation is not confirmation that a device has shipped.
Account records
Dashboard > Preorders shows eligible reservations associated with your account. For other orders or tracking questions, contact support with the reference from your confirmation.
Changes and international orders
Ask support about changes before shipment. Shipping options, taxes, duties and cancellation terms depend on the specific checkout and destination.
Payments
Review the checkout before authorizing payment.
Payment methods
Use a payment method offered by the checkout for your product and region. Availability can vary; a general support page does not guarantee a particular wallet, financing provider or bank-transfer option.
Payment details
Review the amount, currency, taxes, shipping and any recurring charge shown before confirming. THOX checkout integrations use Stripe; never send full card details to support.
Failed payments
Use the error shown by checkout and your payment provider. Before retrying, check whether the original transaction completed to avoid duplicate purchases.
Receipts and billing records
Locate the document for the actual transaction.
Find your receipt
Start with the confirmation email and checkout receipt. Use the Subscriptions dashboard for subscription status and the Preorders dashboard for eligible reservations.
Invoice questions
Contact support with the order reference, purchase date and requested billing details. Do not include full card numbers, API keys or account passwords.
Returns and refunds
Different purchase flows can have different terms.
Check the applicable terms
Review the terms attached to your purchase, reservation or campaign reward. The Terms page describes hardware returns; reservation refund windows and subscription cancellation are separate.
Reservation refunds
Eligible reservations have a specific refund deadline and status. Use the management link in the reservation email; if it is missing or the status is unclear, contact support.
Hardware returns
Contact support before shipping a return. Confirm eligibility, instructions and who pays return shipping under the applicable terms. Do not assume a prepaid label or immediate replacement.
Refund timing
Once a refund is approved and submitted, processing depends on the payment provider and bank. Ask support for the transaction status rather than submitting repeated refund requests.
Warranty information
Use the coverage attached to your product.
Coverage
Review the applicable product warranty and Terms of Service for coverage, exclusions and claim requirements. Do not assume a separately offered extended or accidental-damage plan is included.
Request help
Provide the model, serial or order reference and a description of the issue. Support can confirm the next diagnostic or return step for your product.
Billing FAQ
Resolve common account and purchase questions.
Are there subscriptions?
Some THOX services have recurring subscription plans. Hardware purchases, service subscriptions and campaign rewards are separate; review the price and billing interval in the relevant checkout.
Where can I check a subscription?
Sign in and open Dashboard > Subscriptions. For plan changes or cancellation questions that the page does not resolve, contact support.
Are discounts or financing available?
Only rely on an offer shown in the current checkout or a written quote. Contact THOX about education or volume purchasing instead of assuming a standard discount.
How do I get billing help?
Use the support ticket form or billing email below. Include the order reference and a brief description, without payment credentials.
Review the Terms of Service and the terms attached to your purchase.
Need billing help?
Include your order or subscription reference so the team can locate the right transaction.