1) Q:Is this also a wholesale site?
A: This site is our platform to sell directly to consumers. Retailers can use it to reference our products, but it is not set up for wholesale orders. Ixchel is primarily a wholesale company, doing business with independent specialty retailers in all 50 states. We sell by catalog, our collection is updated twice a year. There are many products and categories (e.g.:Glass Protection) not available on our website at this time. Wholesale orders are shipped UPS ground out of Central Florida, $100.00 minimum order, no minimums on quantity. We accept all major credit cards. To receive our latest wholesale catalog, email us at customerservice@ixchel.net. Please include your name, store name & address and an email for your store. We will send you our latest catalog in PDF form, and mail you a print copy.Thank you for your interest in our products!
2) Q: I have (or had) an Ixchel product that I love but I don't see it anywhere. How can I get one?
A: we have made so many different products through the years! Some items were discontinued after a long run, and some items just didn't become popular, although they may have been someone's favorite. We can't do custom orders right now, although it is a possibility for the future, but please send a description (or picture) of the item, because: (A) we may have one or two just waiting around for a home, or, (B) we do go back and re-make popular items from years' past every so often, and we really do appreciate the feedback!
3) Q: I understand my Ixchel bag or garment has a concealed pocket, but I can't find it. What's the deal?
A: Well, we did try to make it concealed. Most Ixchel bags & Apparel have concealed pockets (we don't like to use the term "stash" pocket) and the location varies with the item. Since we value our customers' security, we don't publish it. Most authorized Ixchel retailers know where they are located. If you can't find it, drop us a line and we'll give you the skinny.
4) My new, or nearly new, product has a tear, a broken zipper, or some other problem. What can I do?
A: We try to eliminate these problems by quality testing at the factory, and we sometimes alter a design if it turns out to have a weak spot. However, some things do break sometimes. In our hand woven product line we use a great deal of hand woven cotton fabrics, they come from literally hundreds of individual weavers, and they vary a lot in how they are woven, the density of the yarn, and many other factors. We try to inspect them all carefully when we buy them, and then we wash and soften them. Occasionally there is a fault in the weave that we did not see. Regarding zippers, we try to use the highest quality from the brands that are available, and use the right gauge for the application, but once again, even the highest quality brands will have defects once in a while. We are also aware that both the apparel and the accessories, especially backpacks, get a real workout from our hard working, hard traveling, adventure seeking, fun-loving customers. If you bought something from us, or an authorized retailer, that is new, or nearly new, and it has broken, we will replace it without question. Just contact customer service, and we will send you a new one, and take back the defective piece and inspect it, to try to prevent future problems. We may ask to see an image of the item.
If the item you bought is not really new, as in, it has already been worn and washed multiple times, or seen service as a backpack, well, we want our customers to be happy with our products, and have confidence in our brand, so what we do is take each instance of a well used but broken item on a case-by-case basis, and offer discounted replacements based on how well-used an item may be.
5) Q: I want one of your hand woven products, but the one I see that I like is not my size, or it is sold out. What can I do?
