1. IMPORTANT Returns and Refund Information:
1.1. Once we have received your returned product and inspected the return, we will issue your refund and it will reflect on the original method of payment within 3-5 business days depending on your banking institution.
1.2. Refunds are processed to the same payment method that was used to pay for the order. We cannot issue a refund to a different card or bank account.
1.3. Refunds are issued in the same currency that the customer used to pay for the order. If the customer paid in CAD, then they will receive a refund in CAD.
1.4. I got a refund but it was not the same amount I paid. Why? (Only applicable for Canadian customers):
The amount of your refund depends on the exchange rate. When we refund you, the amount you get back reflects the exchange rate on the day we issue the refund. Exchange rates change every day so the amount you get back won’t match what you paid. Because currency conversion rates fluctuate, the rate at the time of the payment is often different from the rate at the time of the refund. As a result, the converted amount that you receive for the order usually doesn't equal the converted amount that you give back in the refund. You can gain or lose money with refunds because of currency conversions.
*When purchasing from our store, you agree with the above refund terms and we are not liable for money lost due to exchange rates*
2. Can I cancel my order? (Changed Mind/Purchased by Mistake)
Yes, you may cancel within 2 hours of placing your order. Please call us during our business hours (Mon-Fri 8:30 am - 5:00 pm PST) or send us an email requesting the cancellation. Please be advised, order cancellations are not guaranteed unless confirmed by a customer representative.
3. What do I do if I want to cancel and it has been more than 2 hours since I have placed my order?
If your order is no longer within the cancellation time frame:
A. We can attempt to request the package be rerouted with the shipping carrier. A $17 Return to Sender fee will apply and be deducted from your refund.
*This option is only available for orders in the US*
B. You may refuse the package upon delivery. A $17 Return to Sender fee will apply and be deducted from your refund. Please contact our customer support representatives to let us know of the package refusal. (US or Canada)
C. You may ship the item back to us for a refund however, customers are liable for the return shipping cost. Please contact our customer support and provide your return tracking number and we will refund you accordingly once we receive it.
4. Can I change the shipping address after my order has been placed?
If an incorrect shipping address has been provided, please contact us immediately or within 2 hours of the order being placed to request an address change or adjustment.
5. Can I purchase spare parts?
If the order has already been shipped, a $17 rerouting fee will apply and we would have to take payment over the phone. You may call (951) 454-6388 to complete the payment. (This option only applies for orders within the US).
You may request to purchase parts with our customer representatives, however, be advised if unavailable we may need to request through our supplier and may take up to a month or more for the parts to become available.
6. What type of payment is accepted?
We accept Credit and Debit cards with MasterCard, Visa, Discover Network, and American Express, as well as PayPal.
*Our system does not accept prepaid/gift cards due to security reasons*
7. Does XPRIT price match orders?
We may price match only from authorized sellers within 14 days from the purchase date. Please contact our customer support representatives for assistance.
8. Why was my order cancelled?
Your order may have been cancelled due to one or more of the following reasons:
A. Incorrect billing information
B. Incorrect shipping information
C. Fraudulent detection due to too many payment attempts
9. Where is the company located?
Our company is based in Ontario, California, USA and we have fulfillment centers in Toronto, Ontario, Canada and Richmond, British Columbia, Canada as well as Ontario, California.
10. Are prices listed in USD?
Prices are listed in USD by default however you may change the currency using the tab located on the top right corner of our website.
11. When will I receive order confirmation?
As soon as the order has been placed, you will receive a confirmation email as well as a text if the phone number was provided.
12. When will I receive a tracking number for my order?
Orders are processed within 24 - 48 business hours and tracking will be provided once available.
13. What is the warranty policy?
All orders come with a 90-day warranty. The warranty is voided if there is water damage, user damage or modifications to the product.
14. What if my package(s) arrived damaged or defective?
Damaged: If your package(s) arrived damaged, please contact our customer support representatives immediately and provide images of the damaged packaging/product as well as your best contact number. A damaged package claim may be initiated on your behalf with the shipping carrier. We will issue a replacement (if available) or a refund once the claim has been confirmed with the shipping carrier or the item has been returned to our facility.
Defective: If your item is defective, non-functioning or stopped working within the 90-day warranty period, please contact our customer support representatives for assistance. *Providing a short video or images of the defect may help expedite the process*
15. Shipping Information
Shipping is free to Canada and the US. We can only ship and fulfill orders within the US (not including Puerto Rico or Hawaii) and Canada.
16. Can I return my order if I change my mind/no longer want?
Yes, you may return your order if you have changed your mind or no longer want, however, please be advised, a 15% restocking fee will apply for opened packages and the buyer is liable for the return shipping cost. Please provide your returns tracking number to our customer support representatives so we can monitor your return and refund you accordingly.
Return Address for orders within the US: 1407 S Cucamonga Ave Ontario, California 91761
Return Address for orders within Canada: 3300 Ridgeway Dr Unit 12, Mississauga, ON L5L 5Y6, Canada
17. My order is marked as delivered but I never received it. What do I do?
If tracking information shows your order has been delivered to the provided address, please double check with family members, neighbors, friends, or within the surrounding area as the shipping carrier may have left your package nearby. If you are still unable to locate your package, please contact our customer support representatives immediately, informing us of the situation along with confirmation that you have checked the surrounding area. We will file a lost package investigation claim with the shipping carrier which may take up to 8-15 business days to complete. They will track the GPS coordinates to confirm the delivery drop off point. If the item is confirmed as delivered to the provided address, we will not be able to refund or replace the item and we recommend filing a report with your local authorities. If the package is confirmed lost or delivered to the wrong address, we will reship your order (if available) or refund it upon your request. Please provide us with your best contact number as it will be required to open the claim as the carrier may contact you for assistance with the investigation.
*Please note, you may also contact the shipping carrier to open the claim to expedite the process. If unable to open one, you may contact us for assistance.*
DIDN’T FIND AN ANSWER TO YOUR QUESTION?
You may contact our customer support representatives at (951) 454-6388 or you may chat with us using the chat widget located at the bottom of our website page. You may also send us an email at:
8:30 am - 5pm PST Mon-Fri