COVID-19 SHIPPING UPDATE: countries and/or territories affected

Due to the covid-19 pandemic, we are currently unable to offer standard international shipping (postal service) for the following countries and/or territories:

Armenia
Belarus
India
Indonesia
Malaysia
New Zealand
Philippines
Qatar
Saudi Arabia
Singapore
Sri Lanka
Taiwan
Thailand
United Arab Emirates

However, we are still able to offer DHL World-Wide Express (2-4 days) as a shipping option for these places.

Our apologies for any inconvenience this may cause - thank you for understanding.

US  SHIPPING
 
All US orders are sent out from our fulfillment facilities in Los Angeles, CA to ensure the fastest delivery possible.* Shipping costs are calculated during the checkout process with options as low as $7, free standard shipping over $120. Shipping timeframes depend on where you are located and vary depending on the shipping method selected. Orders process and typically ship within 1 business day. We aim to deliver all orders within 2-5 business days!
Upon shipment, you will receive an email notification containing tracking information so that you can view the status of your order.
Standard shipping is USPS (3-8 day delivery), USPS Priority is typically a 2-day delivery guarantee. That said, if a product is not available in our US warehouse, we reserve the right to ship from our factory in Europe. In those cases, Standard means: Standard International Mail (7-14 day delivery, delivered and tracked by USPS), Express means DHL 3-day delivery.

*In cases where the stock is sold out due to unexpected sales surge, we reserve the right to ship the items straight from our manufacturing facility in Slovenia.

 
EU SHIPPING
 
All European orders are sent out from our manufacturing facility in Slovenia to ensure the fastest delivery possible. Shipping costs are calculated during the checkout process with options as low as $7. Free over $120.

Shipping time frames depend on where you are located and vary depending on the shipping method selected. Orders are processed within 1 business day. We aim to deliver all orders within 2-5 business days!

There are no import duties on goods shipped within the EU. Upon shipment, you will receive an e-mail notification containing tracking information so that you can view the status of your order.
 
INTERNATIONAL
 
Shipping time frames depend on your location and the shipping method selected. Standard shipping (where & when available) typically takes 10 Business Days (excluding varying Custom hold time).

Orders are processed within 1 business day. Please note, standard shipping does not always enable detailed tracking, so if you need tracking or faster delivery, please select Express DHL shipping method (approx. 3 business days) at checkout.

Shipments sent outside the US & the European Union may be subject to import duties and taxes, which may be levied once a shipment reaches your country. Please consult your own Customs authority for rates. All charges for customs clearance are the responsibility of the customer. We have no control over the charges. Upon shipment, you will receive an e-mail notification containing tracking information so that you can view the status of your order.

LOST OR DELAYED SHIPPING

Please note we are not responsible for any lost or stolen item after the package has been confirmed as delivered. To prevent your package from getting lost, please make sure you have provided a complete and valid delivery address to ensure correct delivery. If a package is returned to us due to incorrect or incomplete shipping information, we will contact you immediately for a correction, and the package will be re-shipped at an additional shipping fee. We do not guarantee the delivery time. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience.

30 Day Money Back Guarantee

At XVIDA we are proud to offer a 30 Day Money Back Guarantee return policy on all purchases*. If you purchase the product and don't like it, you have 30 days to arrange for a return and refund (*subject to our return policy below). If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. Anyone wishing to exercise their 30 Day Money Back Guarantee must return their product to XVIDA US or XVIDA EU, whichever is closer. Shipping costs cannot be refunded. (If item(s) were purchased with a FREE shipping option, our actual shipping costs will be deducted. On most purchases these costs range between $7-15).

*up to $200 in value, not valid on customized items (factory modified items based on customer's request). Any returns valued at over $200 in value will incur a $35 (minimum) restocking fee.

Return Policy

To be eligible for a return & refund, your item/s must look unused (no signs of wear and tear, scratches, bumps, etc) and in the original packaging. In other words, in a re-sellable condition. If the original packaging is missing or damaged we reserve the right to a 10% restocking fee. Once items are received, one of our service agents performs a visual/technical inspection after which a refund is issued.If it has notable signs of wear & tear and can be considered as “not re-sellable” an additional 30% is deducted from the refund for that individual item. Note that we much prefer to get the items back in a re-sellable condition as we cannot and do not resell any items that are not considered in perfect condition. 

To arrange a return please email info@xvida.com with your original order number and reason for the return. We will provide you with a return address. XVIDA Inc. does not cover the cost of return shipping. Purchases made outside of xvida.com must contact respective seller for returns.

Non-returnable items include items purchased through other retailers and products damaged due to customer mishandling.

How to claim a refund?

1. Contact customer service at info@xvida.com and provide valid Proof of purchase
2. We will provide you with the ship to address.
3. Send the products to the address provided

Refunds (if applicable)

Once your item/s are received and inspected, we will send you an email to notify you that we have received your returned item/s. If the items are in an acceptable condition a credit will be applied to your original method of payment. The refund can take up to two weeks to appear on your statement.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@xvida.com.

Clearance items 

Only regular priced items may be refunded, unfortunately, all clearance items are FINAL SALE and cannot be refunded, nor are they applicable for warranty. In the unlikely event of a factory defect, we will make an exchange. If you need to exchange it for the same item, send us an email at info@xvida.com and we will provide you with the ship to address.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

Upon contacting customer service, you will be provided with return shipping address, depending on your location.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.