Order Issues

Can I cancel my order?

Can I cancel my order?

At this time, you may only cancel an order if the order has not been shipped/assigned a tracking number. Please locate the order under ‘My Orders’ and click ‘Cancel’.

Canceling your order for any personal reason, in that case:

  • If the shipment has been created/processed from the warehouse, Partial shipping fees will be deducted and rest of the amount will be refunded.
  • If the shipment has not been created/ processed by us: Full refund will be processed.

Note:

  • If the shipment left (shipped), we cannot cancel your order.
Where are your products sent from?

We currently have several warehouses located in USA; we typically ship your packages from the nearest warehouse that has your items in stock.

Can I change/modify my shipping address/sizes?

About shipping address changing:

  1. For unshipped orders, you can click edit shipping address via【My Orders】.
  2. For shipped orders, the shipping address CANNOT be changed anymore.

About size changing:

  1. For unpaid orders, you need to cancel the order in 【My Orders】and place a new one with the size you want.
  2. For paid but unshipped orders, you can contact our Customer Service for size changing.
  3. For shipped orders, the size cannot be edited.
How can I deal with my package if I do not want it because of the customs taxes?

Orders shipped internationally may be subject to import taxes, customs duties and fees levied by the destination country. XYZONLINE has no control over these charges, XYZONLINE just expected the amount in checkout.

Customs policies vary widely. Please Contact us for more information. If you were charged fees, please keep related documents and contact us as soon as possible.

Why I didn’t get an email about my order being shipped?

Please ensure that your email address is spelled and formatted correctly. It may have been filtered to your Spam/Junk folder.

Also, you can check order status via “My Orders” in your XYZONLINE account.

Do you offer a wholesale discount for bulk buying?

At this time, we do not support a wholesale.

For wholesale inquiries, please e-mail us at: Info@xyzonline.com

Why do I need to verify my payment on my order?

We apologize for any inconvenience. Our system checks a random amount of orders to ensure that they were placed by an authorized user of the payment method selected. Please check your email and reply with the requested documents. Your privacy and security are very important to us. Thank you for your business.

Delivery

How can I track my order?

XYZONLINE provides some easy ways to track your packages:

1) Shipping Email: It contains your tracking number and a link to the couriers’ site.

2) Track via ‘My Orders’: Select the order in question and click ‘Track’.

How long will the order take to arrive?

Preparing and delivery time may vary depending on the delivery address and stock location.

About tracking:

Please check your tracking information in [My account] – [My Orders]. Or track on the website of related shipping company with tracking number in the email/message sent by XYZONLINE.

Please kindly note that orders from global warehouse will be delivered within 10 to 20 days due to the cancellation of some international flight by airlines. We apologize for any inconvenience caused. Thank you for your patience.

Why does it shows my package has been delivered but it hasn’t?

We are really sorry for the inconvenience. We would love to sort this out for you.

Please wait for the package patiently if it has not passed Estimated Delivery Time.

If your package is overdue and still not received, please contact our customer service.

Why was my package returned?

We apologize for the inconvenience. Typically, this is due to an incomplete/incorrect shipping address or the courier does not have access to the delivery location (example but not limited to: apartment building or gated community).

In the event your package is returned to us, please contact us for a reshipment or a refund of your order.

Why did the attempted delivery fail?

We are sorry for the inconvenience.

Typically, this is due to an incomplete/incorrect shipping address or the courier does not have access to the delivery location (example: apartment building or gated community).

Please contact the courier to arrange for a re-delivery of your package. If you are unable to arrange for a re-delivery, please contact us as soon as possible.

Return & Refund

What is your return policy?

We accept returns on most* items within 30 days from the original purchase date.

*Please note: The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, jewelry, beauty and accessories (except scarves and bags). We cannot offer refunds on cosmetics if the hygienic seal has been broken.

Please visit our Return policy for additional information.

How can I return items?

We’re sorry our items did not meet your expectations. Should you need to return an item, please follow the steps below within 30 days of placing your order:

  1. Locate the order in “My Orders “
  2. Click the “Return Item” button
  3. Select the item(s) you would like to return, indicate the reason, and submit

Please note: You may be required to pay for a return label, which will be deducted from the refund.

How do I receive my full refund?

We will offer a full refund for all returnable item, excluding shipping fee, shipping guarantee and non- refundable items (bodysuits, lingerie, swimwear, jewelry, and accessories (except scarves and bags).

Coupon codes and points will not be refunded as monetary value.

What if I received a wrong/defective/stained item?

We want to sort out any issues with wrong/defective/stained items straightaway.

As soon as you discover a wrong/defective/stained item, please contact Customer Service with:

1) The order number

2) The item’s name or pictures

3) A description of the problems and some clear pictures

We’ll get back to you as soon as we can.

Can I exchange for a bigger/smaller size?

We are sorry but according to our return policy, we are unable to process exchanges at the moment. You may please pay attention to our ” Return policy “.

If you have received an incorrect or defective item, then please contact customer service for more help.

Note: Item ID or Item Name is needed. So that our agent can process your exchange request and offer the nearest return address for you.

What is the status of my refund?

Once we receive the returned items, it will take up to 7 days for us to process your Refund or Exchange request.

“Processing”: Return requested successfully, please wait patiently for the delivery.

“Arrived at warehouse”: We will apply the refund/exchange once QC has been finished.

“Refunded”: Refund initiated successfully.

What should I do if my refund is incorrect?

We’re really sorry if we’ve made a mistake with your refund!

If this is the case, please contact our Customer Service and we’ll try and sort it out for you as soon as possible.

The following may affect the amount you have been refunded:

The delivery charge, which is only refunded for cancelled orders before shipment.

Any discounts/points that were applied when you check out, which may not now be applicable.

What items can’t be returned?

The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, jewelry, and accessories (except scarves and bags.

More details can be found in our Return Policy.

How can I return/exchange items they are not as described?

may check our Return Policy first, then Submit A Ticket about which items you want to return with the following information.

1) The order number.

2) The item’s name or pictures.

3) A description of the problems and some clear pictures.

We will process your return request and offer the nearest return address for you as soon as we can.

Payment & Promos

Why my payment is declined?

Really sorry for this. Please check this info first: expiration date of your card, billing address and security code. Most payment failures are due to insufficient funds or invalid account. We suggest you check with your bank

Please note: XYZONLINE does not accept pre-paid gift cards as payment.

What payment methods do you accept?

We currently accept the following forms of payment:

-Visa

-Mastercard

-PayPal

Please note: We do not accept payment with Gift Card

Do you offer Cash on Delivery?

We apologize for the inconvenience. We currently do not support Cash on Delivery (COD).

We do accept the following forms of payment: Debit/Credit Card, PayPal.

Is there any additional fee beyond purchase?

Orders shipped internationally may be subject to import taxes, customs duties and fees levied by the destination country. XYZONLINE has no control over these charges, XYZONLINE just expected the amount in checkout.

Customs policies vary widely. Please Contact us for more information. If you were charged fees, please keep related documents and contact us as soon as possible.

Why isn’t my promo code working?

There are a few reasons why a code may not be working:

  1. The code has already expired.
  2. The minimum requirements have not been met.
  3. Another code has already been entered on the order.
  4. The code is restricted to a specific device. If you’re using your computer, please try using your phone or vice versa.
Can I use one more than one discount?

Unfortunately, we only accept one coupon code per order. However, you may use a coupon code + XYZONLINE points in one transaction.

Product & Stock

How do I choose my size?

The most effective way to choose your size is to take your measurements and compare them to the detailed sized chart. You could find a size reference on every product page. This will help you pick what size is best for your body type.

“One size” does not necessarily fit all sizes but means there’s only one size for this product.

Account

Is it safe to order from you?

We understand your concerns and want to ensure there is no risk associated with your XYZONLINE order. Many government health agencies like WHO & CDC have concluded that you can’t get sick from packages. We rigorously disinfect our items before they are shipped and can assure you with 100% confidence that our packages are safe.

How to use points?

Applying a coupon code or points is optional and can be filled in at the checkout page.

Please note:

  1. Every 100 points = $1.00 USD (This may vary due to daily currency exchange rates).
  2. Bonus points can be applied to cover up to 30% of your purchase.
  3. You can only use one coupon code per order and they cannot be stacked.
How do I change my email address?

Sorry, for customer account security we do not allow change of email address, if you need to use an alternative email address please contact our Customer Service.

We can help you change the previous account after your order is completed.

How do I unsubscribe?

If you would like to unsubscribe, please contact Customer Service for assistance. Our agent will remove your email address from the recipient lists and you will not receive our promotions later.

Why can’t I log into my account?

Please be sure to confirm the correct XYZONLINE account when signing in.

If you originally signed in while utilizing the ‘Facebook’ or ‘Google’ buttons, you will need to login via this method only.

If you are still unable to login, please click ‘Forgot Your Password?’ to reset your password.

How long does it take to get back the points?

Normally the points will be put back to your account within 24 hours after order cancellation. Please check “My Points” for details.

How do I reset password?

You can edit your password by clicking ‘Account Security’ under ‘My Account’. You will then be able to create a new password.

If you have forgotten your password and cannot login, please click ‘Forgot Your Password?’ from the login page.

Note: If your XYZONLINE account is associated with your Google or Facebook account, you will need to edit your password via Google or Facebook directly.