FAQ

About Order

Q: What if I have not received my order?
A: If you have tracking number, you can go to our order tracking page. If not, please feel free to contact us at info@xzonestraw.com for an updated on the status of an order.

Q: How can I pay for my order?
A: We accept the following payment cards: Visa, MasterCard, AE. We also accept PayPal payments.

Q: Is it safe to order online?
A: You can rest assured that shopping with our website is safe. We use the most up to date security systems and encryption software to ensure your personal details such as name, address and bank details are kept safe and secure.

Q: What should I do if I receive an incorrect or faulty item?
A: We are sorry to hear that you have received an incorrect or faulty item. Please send us a message at info@xzonestraw.com with your order number, the name/product code of the item you were supposed to receive and any further details. We will be in touch within 3 business days to resolve your issue.

Q: Can I make changes to my order?
A: Unfortunately, once you have placed your order it is not possible to amend any details, our warehouse team receives orders directly and will have already started processing your order.

About Delivery

Q: What are my delivery options?
A: We use UPS/DHL/FEDEX to ship our deliveries all over the world. You can enjoy free shipping on order over USD 5,000, otherwise, there is a shipping fee per order base on actual cost from forwarder. 

Q: What countries do you deliver to?
A: We currently deliver to all of the world. 

Q: How long does delivery take?
A: Delivery typically takes between 2-10 business days.

About Return and Refund

Q: What is your returns policy?
A: Items must be returned within 14 days of receipt.
● Items must be undamaged
● Items must have all tags attached and be in original packaging
● Item’s must be returned to our returns centre

Returns Centre:

ROOM 1210B, BUILDING 6, DONGJIU INNOVATION PARK,XIALI SOUTH ROAD,LONGGANG DISTRICT,SHENZHEN 518116

Q: Do you offer free returns?
A: Unfortunately, we do not offer free returns. Any returns will be at your own expense.

Q: What if my product is faulty?
A: We are sorry to hear you have received a faulty product. No problem! Send our customer service team an email within 30 days of purchase at info@xzonestraw.com, with images of the faulty product and we will be in touch to resolve the issue.

Q: How long does it take to process my return?
A: We aim to process your return as soon as possible, but on occasions it may take up to 14 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 14 days of returning the item(s), please contact us at info@xzonestraw.com with the proof of postage information from your return carrier receipt and we will investigate this further.

Q: How can I track the status of my return?
A: As soon as your return has been received by our warehouse team you will receive an email notification. You will then also receive an email from us to say your refund has been processed. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.