support

xcd support

 

We’re here to help answer any questions you may have. The quickest way is to send an email to support@shopxcd.com. Here are some general questions and answers to get you started.

Q. Can I return my item for a refund.

A. I’m sorry but all sales are final as each item purchased is produced on-demand. We do not maintain an inventory so only your item exists in that specific size and color. Please refer to sizing charts carefully prior to finalizing your purchase.


Q. What if I provide the wrong address and never received my order?

A. Accidents do happen and if you email us before your item is shipped we can most likely correct the address prior to shipment. If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.


Q. What happens to unclaimed shipments

A. Shipments that go unclaimed are returned to our facility and you will be liable for the cost of reshipment. If no claims are received after 4 weeks, unclaimed returns will be donated to charity.


Q. What happens if my item is misprinted, damaged, defective or lost in transit.

A. For misprints, damage or defects, please email support@shopxcd.com within two weeks of receiving your item and include the following information in your email:

  • name of person on order
  • email used for order
  • order number
  • reason for return (misprinted, damaged, defective)
  • specifics, such as location of misprint, damage or defect
  • photos of misprinted, damaged or defective areas (no bigger than 2mb in size for all attachments)

In most cases we will be able to validate the issue without it being sent back, after which we will send you a replacement at no charge.


Q. What happens if a package isn’t delivered, but the tracking states that it did?

A. We cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.

In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it – We would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipients address.

In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient’s address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person – e.g. “left under table on back porch.”

If you are unable to locate the package you will need to place a new order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!