Shipping & Returns
SHIPPING:
All orders will be shipped within 1-3 business days after processing payment. You can choose item ships from warehouse of "USA", "China" , "Europe" (parts of items are not available in USA warehouse).
Ship from USA: All items in USA warehouse(the item that is able to choose ship from USA) are FREE SHIPPING within the U.S. (except the state of Hawaii and Alaska due to the inability of our shipping couriers).
UPS: 2-7 working days; (Solar Panel, Power Station and large quantity of XTAR products)
USPS: 5-10 working days. (Small items chargers,flashlights and spare parts will be sent by USPS, If you need faster delivery with extra cost, you can contact us by email)
Ship from Europe:
DHL Packet: 5-8 working days (Free shipping ,only Solar Panel can be sent from Germany warehouse to European countries and local duty included). Some spare parts may be sent from Chinese warehouse due to out of stock, please contact us if there is any local duty.
Ship from China : For the orders out of USA and the items not available in USA warehouse, you can choose ship from our factory Shenzhen with a flat rate freight cost.
4px: 5-30 working days (All XTAR products ship from Shenzhen, and delivery time varies from country to country, usually it takes 5-10 working days to Asia countries and USA; 15-30 workings to European and other countries).
* The first carrier is 4px, and change to local second carrier after customs clearance(e.g. USPS in USA, Royal Mail in Germany etc)
DHL/UPS/TNT/Fedex (optional): 3-7 days for delivery. You can contact us for faster express delivery if you pay additional cost.
Kindly note that delivery time listed below are all counting from the date the package is on tracking system, it may take about 1-2 days for the logistics partner to handle the packages before it’s trackable.
Custom tax & risk
Customers are responsible for import tax and risk. Please do enough research on your local custom/import policy before ordering.
Under declaring value:
Email us or leave comment while placing order if you need us to under declaring the value, note that you’re responsible for custom risk in this case.
RETURNS:
We love our customers and we want to make things easy for you. We also hope you will make things easy for us too! Please contact us with order ID of XTARDirect.com and warranty number within the applicable period.
While we would love to accommodate all returns, for a few hundred reasons we just cannot. To be eligible for a return, the item received must be unused and in the same condition when you have received it. It must also be in its original packaging. We will be responsible for shipping costs and product refunds that meet the following conditions:
• Fails to operate during the applicable warranty period due to defect in workmanship or material
• The product or item received is totally different from what was ordered.
• Your item is damaged upon receipt.
Simply take a photograph/video and send it to [email protected]. Once we receive the photograph/video, we will issue a replacement or refund. Easy, that’s what we like.
But remember to send the photo/video in a timely fashion. This is when being late is not cool.
• Damaged, missing, or incorrect items reported ONLY within 30 days from the delivery date will be eligible for a refund or free replacement.
• Customer is responsible for one-way shipping cost for orders out of 30 days, and XTAR will repair or replace any XTAR products that fail to operate during the applicable warranty period due to defect in workmanship or material.
The buyer is responsible for shipping costs and extra costs related to returns and exchanges, if:
• The product does not meet customer expectations.
• The selected model does not fit the customer's needs.
• Customer simply wants an exchange for another product or return it.
• Returning items claimed to have defects but found to be in proper functioning status by XTAR.
Note:
• Products which have been modified, welded or soldered are not eligible for return.
• Special orders are not returnable. Refunds are for the final purchase price only. Shipping costs, insurance, and handling charges (if any) are non-refundable.
• If an order is refused, marked return to sender, or deemed undeliverable by the carrier due to an incorrect address entered or any other reason, the customer will receive a refund for the purchase price of the product(s) less a 20% restocking fee and any applicable return shipping fees assessed to the parcel by the carrier. The original outbound shipping cost is nonrefundable. The applicable refund will be processed within 5-7 business days after the package has been received at our facility. However, if the return shipping fees assessed by the carrier exceed the original purchase subtotal, a refund will not be offered.
REFUNDS:
How can I get a refund for my product?
Here at XTAR, customer satisfaction is our utmost priority, that is why we make things easy as one, two, three like our refund policy. We process refunds only for valid claims, so it is essential to report any missing, damaged and we will be more than glad to process a valid refund claim. If you’d like, we can ship a new product or replace it with another item of the same value.
How long does it take to get a refund?
Once we have received and inspected the returned item, we will send you an email to contact you that we have received your returned item. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1 to 3 working days.
NOTE:
For Late or missing refunds (if applicable):
• If you haven’t received your refund yet, kindly check your bank account again.
• Then contact your credit card company, it may take some time before your refund is officially reflected.
• Next, contact your bank. Most of the time, there is a processing time before a refund is posted to your account balance.
If you’ve done all of these and you still have not received your refund yet, please contact us at [email protected]
