Shipping policy
Thank you for shopping with XTAND. We are committed to providing a reliable and transparent shipping experience. This Shipping Policy explains how orders placed through the XTAND official website are processed, shipped, and delivered.
1. Order Processing
Orders are processed and prepared for shipment as quickly as reasonably possible after payment has been successfully confirmed.
Processing times may vary depending on product availability, order volume, destination, weekends, public holidays, and other operational factors.
Once your order has been shipped, you will receive a shipping confirmation email with tracking information when available.
Please note that order processing time is separate from the estimated delivery time.
2. Shipping Destinations
XTAND ships to supported countries and regions available during checkout.
Available shipping methods, estimated delivery times, and shipping charges may vary depending on the destination.
If your country or region is not available during checkout, please contact XTAND Customer Support at service@xtandtech.com for assistance.
3. Estimated Delivery Time
Delivery times vary depending on the destination, shipping method, carrier, customs processing, and local delivery conditions.
Most orders are expected to arrive within approximately 15 business days after shipment.
This timeframe is an estimate only and is not a guaranteed delivery date. Actual delivery times may vary.
Delivery may take longer due to circumstances including:
- Customs clearance or inspections
- Carrier or transportation delays
- Severe weather
- Peak shopping seasons
- Public holidays
- Remote delivery locations
- Other circumstances outside our reasonable control
Where available, tracking information will be provided so you can monitor the progress of your shipment.
Any delivery estimate displayed at checkout or provided by the carrier should also be treated as an estimate unless expressly stated otherwise.
4. Shipping Costs
Applicable shipping charges will be displayed at checkout before you complete your purchase.
Shipping costs may vary depending on the destination, shipping method, order value, and applicable shipping promotions.
If free shipping is available, the applicable conditions or order thresholds will be displayed on our website or during checkout.
5. Order Tracking
When tracking information is available, it will be sent to the email address associated with your order after shipment.
Please allow some time after receiving your shipping confirmation for the carrier's tracking system to update.
If your tracking information has not updated for an extended period, please contact service@xtandtech.com and provide your order number.
6. Customs, Duties and Taxes
International orders may be subject to import duties, taxes, customs fees, or other charges imposed by the destination country or region.
Where these charges are not collected during checkout, they may be the responsibility of the recipient, subject to applicable laws and the information provided during checkout.
Customs requirements vary by destination, and customs clearance procedures may affect delivery times.
XTAND is not responsible for delays caused solely by customs clearance procedures or inspections outside our reasonable control.
7. Incorrect or Incomplete Shipping Information
Customers are responsible for providing accurate and complete shipping information when placing an order.
Please carefully check your:
- Full name
- Shipping address
- Apartment, suite, or unit number where applicable
- City and state/province/region
- Postal or ZIP code
- Telephone number
- Other required delivery information
If you notice an error after placing your order, please contact service@xtandtech.com as soon as possible.
We will make reasonable efforts to assist you before the order is shipped. However, we cannot guarantee that shipping information can be changed once an order has entered fulfillment or has been handed over to the shipping carrier.
Additional shipping costs resulting from incorrect or incomplete information supplied by the customer may, where permitted by applicable law, be the customer's responsibility.
8. Delayed Shipments
While we aim to deliver orders within the estimated timeframe, delays may occasionally occur due to circumstances outside our reasonable control.
These may include customs inspections, carrier delays, severe weather, public holidays, peak shopping seasons, transportation disruptions, or other unforeseen circumstances.
If your order is significantly delayed beyond the estimated delivery timeframe, please contact service@xtandtech.com with your order number so our Customer Support team can assist you.
9. Lost Packages
If your tracking information indicates that your package may be lost, or if your order has not arrived within a reasonable period beyond the estimated delivery timeframe, please contact service@xtandtech.com.
We will review the shipment information and, where appropriate, work with the shipping carrier to investigate the issue.
Depending on the circumstances and the outcome of the investigation, we will provide an appropriate resolution in accordance with our applicable policies and legal obligations.
10. Damaged Packages
Please inspect your package and product as soon as reasonably possible after delivery.
If your order arrives damaged, please contact service@xtandtech.com as soon as possible and provide:
- Your order number
- A description of the issue
- Clear photos of the shipping package
- Clear photos or videos showing the damaged product
- Any other information reasonably required to investigate the issue
Please retain the product, packaging, and included accessories while your claim is being reviewed.
Our Customer Support team will review the information and provide an appropriate solution in accordance with our Return, Refund & Warranty Policy.
11. Multiple Shipments
In some cases, products within the same order may be shipped separately due to product availability, fulfillment arrangements, inventory location, or logistics requirements.
If your order is shipped in multiple packages, you may receive separate tracking information for each shipment.
You will not be charged additional shipping fees solely because XTAND chooses to divide an order into multiple shipments, unless otherwise clearly disclosed before purchase.
12. Delivery and Missing Packages
Customers should ensure that the shipping address provided with the order is accurate and that packages can be received or stored securely at the delivery location.
If tracking shows that an order has been delivered but you cannot locate the package, please:
- Check around the delivery location, mailbox, reception area, or other secure locations.
- Check whether another household member, building staff member, or authorized person accepted the package.
- Contact the shipping carrier where appropriate.
- Contact XTAND Customer Support at service@xtandtech.com if you still cannot locate your order.
We will make reasonable efforts to assist you in reviewing the shipment and available tracking information.
13. Returns Are Subject to Our Return Policy
Shipping addresses and return addresses are not necessarily the same.
If you need to return a product, please do not send it to the original shipping address, fulfillment location, or any XTAND-related warehouse address without prior authorization.
Before returning a product, contact:
Our Customer Support team will review your request and provide the appropriate return instructions and, where applicable, the designated return facility for your order.
Returns sent without authorization or to an incorrect location may experience processing delays.
For complete information regarding returns, refunds, exchanges, and warranty claims, please refer to our Return, Refund & Warranty Policy.
14. Changes to This Shipping Policy
We may update this Shipping Policy from time to time to reflect changes in our shipping services, logistics arrangements, supported destinations, or applicable requirements.
Any updates will be published on this page with a revised Last Updated date.
15. Contact Us
If you have any questions regarding shipping, tracking, or delivery, please contact:
XTAND Customer Support
Email: service@xtandtech.com
Website: xtandtech.com