Click on a question to find the answer. If you need more information, contact Customer Service by email or by phone at 1-800-315-0444.
X-Wear Orders |
X-Wear Payment and Billing |
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X-Wear Returns and Exchanges |
X-Wear Shipping Policy |
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X-Wear Privacy and Security |
X-Wear International Orders |
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Contacting X-Wear |
Miscellaneous Information |
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Will X-Wear email me about my order?
When an order is placed with X-Wear, an email confirmation is automatically sent to the email address provided in the order. When the order is shipped, usually later that day, a shipping confirmation is sent by email to the same email address. Please remember to add info@x-wear.com to your safe list with your email provider to ensure that you receive our order and shipping confirmation emails. Back to the TopWhat if something is missing from my order?
We double check to assure that your shipment contains exactly what you ordered. If you believe an item is missing, please check through all packing material. We ship from several different locations, so occasionally an order with multiple items will arrive in more than one box. If you believe that an item is missing from your order, please email us or call us at 1-800-315-0444 so that we can investigate. Back to the TopWhat if I did not receive my order?
When your order ships, a shipping confirmation with a tracking number is sent to the email address entered with your order. Please remember to add info@x-wear.com to your safe list with your email provider to assure that you receive this email. X-Wear uses both UPS and USPS to ship. The shipping confirmation email will indicate which carrier was used for your shipment. Enter the tracking number provided at either UPS.com or USPS.com to follow the progress of your package.Can I place an order by phone?
We welcome phone orders at X-Wear. Just call us at 1-800-315-0444 to place an order by phone. The best time to reach us by phone is between 10:00 am and 4:00 pm eastern time. If you get voice mail during those hours, it means we are on the phone with another customer. If you get voice mail then or at another time, leave a message with your name, phone number, time zone, and the best time to reach you and we will get back to you as soon as possible. You may also email us with the same information and we will call you back. Back to the Top Sure you can! Just be sure to enter the correct bill to and ship to addresses when checking out page. You might have received a wish list, so feel free to make a wish come true. Back to the TopCan I make changes to an order?
Changes may be made to an order only before it has shipped. Note that we ship same day on orders placed before 2:00 p.m. eastern time on business days and on the next business day on orders placed after 2:00 p.m. and on weekends and holidays. If you want to change your order, call us immediately at 1-800-315-0444 and we will try and accommodate you. Back to the TopWhat form of payment does X-Wear accept?
X-Wear accepts Visa, Master Card, American Express and Discover credit cards. Alternately, you may pay by check, money order or wire transfer and we will send your order when we receive payment. All charges and payment are in US dollars.What if I don't have a credit Card?
You may pay for an order at X-Wear.com by check, money order or wire transfer and we will send your order when we receive payment. All charges and payment are in US dollars.When does X-Wear charge my credit card?
When you place an order with X-Wear.com, we obtain an approval for the funds. Your credit card is not actually charged against that approval until your order ships. Back to the Top We process returns on a weekly basis. If everything is in accordance with X-Wear's Return Policy a credit will be issued within 7 days of receipt of the return. Credits are issued to the credit card account used to place the original order and should appear in the account within 24-48 hours of issuance. We send notification to the email address on the original order when we have credited your account. Please remember to add info@x-wear.com to your safe list with your email provider to ensure that you receive our emails concerning your refund. Back to the TopHow do I get a copy of my receipt?
Receipts are included with all X-Wear orders. If you would like another copy, you may email us or call us at 1-800-315-0444 and we will be happy to send you one. All we need is your order number or first and last name to find your receipt. Back to the Top X-Wear charges sales tax on taxable items shipped to addresses in Massachusetts and Rhode Island, the states in which we have retail stores. We do not charge sales tax to other destinations. It is your responsibility to abide by applicable tax laws in your state. Back to the Top If we can verify the price you found and that the item is in stock and available to ship, we will do everything we can to match the price and earn your business. Call us at 1-800-315-0444 or email us and we will do our best to match our competitor's advertised price. Back to the TopI have questions about charges on my credit card!
If you question a charge made by X-Wear to your credit card, please email us. Researching specific transactions can take some time, so we encourage doing this via email which also allows us to respond to you in writing as well.
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What is X-Wear's Return/Exchange policy?
At X-Wear, customer satisfaction is our highest priority. Any item purchased at X-Wear.com may be returned or exchanged WITHIN 30 DAYS from the date of the original receipt, with the exception of bathing suits, which are non-returnable. Items returned to us must be received at our warehouse on or before the 30th day after the date of the original receipt. The merchandise must be in original condition with the original packaging and documentation. Worn, broken and abused merchandise is non-refundable. You are responsible for shipping charges to return any items to X-Wear. Credit will be issued upon inspection of the returned goods and may take 7-10 days to process.|
Returns should be sent in a traceable and insured manner to: |
X-WEAR.COM Returns Department PO Box 193 294 Commercial Street Provincetown, MA 02657 |
What if I received the wrong item?
If you received an item different than the one you ordered, please contact customer service at 1-800-315-0444 or email us and we will make arrangements for the item to be returned at our expense. Upon confirmation that the package is on its way back to us we will send out the correct item. Back to the Top If an item you ordered does not fit, you may return it to us to exchange for the correct size or for a refund. Worn items can not be returned. X-Wear will pay for the shipping of the exchanged item back to you. Any item purchased on-line at X-Wear may be returned or exchanged WITHIN 30 DAYS from the date of the original invoice, with the xception of bathing suits. The merchandise returned to us must be received in our warehouse before the 30th day. The merchandise must be in its original condition with the original packaging and documentation. Worn, broken and abused merchandise is non-returnable. Credit will be issued upon inspection of the returned goods and may take 7-10 days to process. Back to the TopWhere do I send my return/exchange?
If you wish to return or exchange an item, enclose it in its original packaging materials. Print or copy the receipt that came with the item(s) and include it with the item(s) you are returning. Write on the receipt whether you are returning the item or would like to exchange it. If you are exchanging, please indicate clearly which item(s) you would like in exchange. Including the UPC code or SKU will prevent any confusion. Pack the item(s) securely to prevent damage during shipment. Using the original packing materials should work. X-wear cannot be responsible for any damages that may occur by shipping an item to us. We recommend insuring a return package for the appropriate value in case of any damages that may result from shipping and sending it in a traceable manner so timely arrival may be verified.|
Returns should be sent in a traceable and insured manner to: |
X-WEAR.COM Returns Department PO Box 193 294 Commercial Street Provincetown, MA 02657 |
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What if I do not like what I purchased?
If you do not like an item you have purchased from X-Wear, you may return it WITHIN 30 DAYS from the date of the original receipt for refund. You are responsible for shipping costs to return the package to X-Wear. The item(s) must be in re-saleable condition with the original packaging and materials. Worn items may not be returned. Credit will be issued upon inspection of the returned goods and may take 7-10 days to process. Back to the TopWhen will a credit appear on my statement?
X-Wear processes returns on a weekly basis. This means that returns and/or exchanges may take up to 7-10 days to process. If everything is in accordance with X-Wear's Return Policy a credit will be issued within 7-10 days of receipt of the return. You will receive an email from us notifying you that your account has been credited. Please remember to add info@x-wear.com to your safe list with your email provider to assure that you receive our emails concerning your refund. Back to the TopDo I need to call prior to returning my purchase?
You do not need to call prior to returning or exchanging a purchase from X-Wear, but if you prefer, we can provide a Return Authorization number. Just call 1-800-315-0444 or email us with the request. Please print, fill out, and include the Return/Exchange form in your package so we can properly credit the return or make the exchange. Back to the TopHow do I know X-Wear has received my return?
We recommend that you send all returns or exchanges to X-Wear in a traceable and insured manner since you are responsible for your return getting to us safely. FedEx, UPS, and USPS all offer this service and deliver to X-Wear. If you have questions about preparing and sending your return, please email us and we will be happy to assist you. Back to the Top Unless we receive your return, we cannot issue a credit. Therefore we recommend that you send a return to us in a traceable and insured method. FedEx, UPS, and USPS all offer this service and deliver to X-Wear. We are not responsible for returns that do not arrive. Back to the TopWhy did I not get an order or shipping confirmation from X-Wear?
When an order is placed on X-Wear.com a confirmation is automatically sent to to the email address entered during the order process. If the email address was typed incorrectly or your account uses a spam filter, you may not receive the confirmation. Please add info@x-wear.com to your safe list with your email provider to assure that you receive our emails concerning orders and tracking. You also may not have received an order confirmation if your order did not go through. If you have not received an order confirmation and would like us to send you one, or if you think your order did not go through, please email us and we will gladly send you one or inform you as to why your order did not go through. Back to the Top Your order is shipped to the "Ship to" address provided when your order was entered during the checkout process. When the order ships, you will receive a shipping confirmation email both from X-Wear and from the carrier with a tracking number so you can follow the progress of your package.How can I track my X-Wear order?
When your order ships, you will receive an email from X-Wear.com with a tracking number for your package. We also request that the shipper, either USPS or UPS, send you the tracking number directly. You can visit the shipper's web site (www.usps.com for the U.S. Postal Service or www.ups.com for United Parcel Service) and enter the tracking number or click on the link in the shipper's email to follow the progress of your package. If you did not receive a shipping confirmation email, it might be because your email software is blocking email from X-Wear.com, usps.com, or ups.com. Please remember to add info@x-wear.com to your safe list with your email provider to ensure that you receive our emails concerning orders and tracking information. Back to the TopWhat does X-Wear charge for shipping?
There is no shipping charge for standard shipping for any items on X-Wear.com to any U.S. address with a zip code.Do some items require special handling?
Some items available from X-Wear, such as skate boards, surf boards, beach furniture, etc. are larger or heavier than usual and an additional shipping and handling charge may be applied. We will contact you before any charges are made to your credit card. Any additional shipping charges for oversize/overweight items will vary depending on the size, weight and delivery location. Please email us for rates or questions about the shipping charge for a particular item. Back to the TopIs a signature required for receipt of my package?
X-Wear orders are usually sent with delivery confirmation, meaning the carrier certifies that the package was left at the destination address, but do not require a recipient's signature. X-Wear recommends shipping to a location where someone is available to receive the delivery. You can use the tracking number provided by X-Wear to track your order and see if it has been delivered. Please remember to add info@x-wear.com to your safe list with your email provider to assure that you receive our emails concerning orders and tracking. If your package has been delivered, look around the house to see if you can locate it or if it was left somewhere else, possibly with a neighbor or another member of the family. Please email us or call us at 1-800-315-0444 if tracking shows that the package was delivered to your address and you did not receive it. We will then initiate a trace on the package to locate it. Replacement of missing packages can only be done after the intended recipient signs an affadavit with the shipping provider that the package was not received. Back to the Top X-Wear orders placed before 2:00 p.m. eastern time on business days are usually shipped that day and arrive within 2-3 days with standard shipping, though that is not guaranteed. If you prefer overnight, 2-day, or 3-day guaranteed shipment, you can indicate that when you complete your order on the checkout page. See X-Wear's Shipping policy for pricing to expedite your package.What carrier does X-Wear use for shipping?
X-Wear uses both USPS and UPS to ship orders. Both carriers pick up from us daily.How long will it take to receive my order?
Most orders placed by 2:00 p.m. eastern time on a business day are shipped that day. Orders placed after 2:00 p.m. and on weekends and holidays ship the next business day. Most orders arrive within 2-3 days of shipment utilizing standard shipping, but delivery time is not guaranteed.What is X-Wear's Privacy Policy?
X-Wear takes privacy concerns very seriously. We strive to create an informative and user friendly experience for each visitor and all of our registered shoppers. To do this we must collect a certain amount of information volunteered from you while you browse the site. We use the information we collect about you to process orders and to provide a more personalized shopping experience. X-Wear does not sell, share, trade, or give away any personal information that we receive regarding our customers. For more information please read X-Wear's Privacy Policy.How does X-Wear protect customer information?
When you place an order or access account information on the X-Wear web site, the information is automatically encrypted by secure server software (SSL) before it is sent to us. Furthermore, all of the customer data we collect is protected against unauthorized access. X-Wear does not sell, share, trade, or give away any personal information that we receive regarding our customers. Back to the TopIs my credit card information safe with X-Wear?
All credit card information is encrypted prior to transmission by secure server software (SSL) and is kept on our credit card processor's server. Back to the TopHow does X-Wear use information it collects?
X-Wear collects aggregated, but not personally identifiable, information on visitors to our site and what pages are accessed. We use cookies to enhance your shopping and browsing experience. The text in a cookie, by itself, only tells us that you have visited our site before. It does not store any personal information such as your name, email address, street address, or phone number. Cookies are also used to maintain your shopping basket. All data contained in the shopping basket is kept on our server and not in the cookie your machine is assigned. We use this information to make the shopping experience simple and to monitor the use of the site and to improve its performance and usefulness.What does X-Wear do about internet fraud?
X-Wear cooperates with law enforcement officials to discover, identify, and prosecute fraudulent activiety on the internet. If you believe you have been charged for something you did not order, please contact us immediately at 1-800-315-0444 and we will do everything we can to help you. We will provide the credit card holder, the issuing bank and all proper authorities any and all information concerning a fraudulent order. We will report any activity that looks suspicious and assist authorities to prosecute to the full extent of the law. Back to the TopDoes X-Wear ship to APO/FPO addresses?
Yes, X-Wear can ship to APO/FPO addresses and any U.S. address with a zip code, including American Samoa, Guam, Puerto Rico, and the Virgin Islands. All orders outside the continental United States are sent via USPS Priority Mail. Back to the TopDoes X-Wear ship outside of the United States?
X-Wear has partnered with International Checkout to serve customers worldwide. To order for shipment outside the U.S., browse our web site and add the item(s) you want to your cart. After you have added all the items you wish to purchase, click the International Checkout button.Tell me about International Checkout
International Checkout specializes in facilitating ecommerce for American companies. International Checkout employees are specialists in shipping orders from the U.S. to other countries. Partnering with International Checkout allows X-Wear to offer quick, secure, and efficient worldwide delivery of our products. Inquiries regarding an order to be shipped outside the United States should be directed to Support@InternationalCheckout.com. Back to the TopHow do I pay for an order when using an International Checkout?
International Checkout accepts major credit cards as well as PayPal and SafePay. All inquiries regarding an international order should be directed to Support@InternationalCheckout.com. Back to the TopWhy all the hassle with international orders?
X-Wear specializes in finding and offering the finest products for fun in the sun, surf, and snow. International Checkout specializes in fast and efficient shipping to international destinations and properly preparing all the paperwork involved. By partnering together, we offer our customers a combination of specialists to provide prompt and efficient delivery of our fine products anywhere in the world. Back to the TopTell me about X-Wear's Luxury Hand Delivery Service
X-Wear offers a Luxury Hand Delivery Service to any destination worldwide. If you choose this service, our in-house courier and travel buff will hand deliver your order to your door anywhere in the world.Does X-Wear have retail stores?
X-Wear.com is the on-line division for eight sunglass and surf shops on Cape Cod and in Boston, Massachusetts and in Newport, Rhode Island. X-Wear offers online convenience while our store personnel have many years of on-the-ground expertise in our products. Between the two we can get your questions answered and products to you quickly and efficiently. Visit our store page for locations, hours, photos, and contact information for our stores.Why doesn't anyone answer the phone?
We can usually answer calls Monday through Friday from 10:00 a.m. to 4:00 p.m. eastern time and sometimes outside those hours. If you do not reach us during those hours, it is because we are on another line or in the warehouse preparing shipments. Please leave a message and we will call you back within a few minutes.What is the best way to contact X-Wear?
In our experience, email is the best way to contact us. We answer emails promptly and can get back to you without requiring that you are available by phone. Having questions in writing often helps avoid having to contact you for clarification and gives us information we need to research a question. If you would like to to speak to us, please email us with your phone number, the best time to call, and your time zone, and we will call you promptly. Back to the TopCan I get assistance with my order?
We are happy to assist you with an order from X-Wear. We can take an order by phone at 1-800-315-0444 Monday through Friday from 10:00 a.m. to 4:00 p.m. At other times, please email us with your phone number, the best time to call, and your time zone, and we will call you promptly. Back to the TopHow do I get on X-Wear's mailing list? When you place an order at X-Wear, you have the option of registering with us and can select to be on our mailing list. Back to the Top
Do you give special pricing for large orders?
If you would like to place an order in excess of $900.00 or purchase large quantities of the same item, please feel free to call us at 1-800-315-0444 or email us with your request. We will do our best to offer attractive pricing. Back to the TopWedding/Corporate Event/Special Event and Promotion information
X-Wear products make great gifts for wedding parties, corporate events, special events, or promotions. If you are planning an event, please contact us so we can best accommodate your needs. We may have some suggestions for you and can work to provide great pricing. Some items may require extra time for us to special order from the manufacturer so contact us as early as possible. Call us at 1-800-314-0444 or email us and we will see what we can do! Back to the Top X-Wear is an authorized dealer for all brands we carry so any item purchased from X-Wear.com is covered by the manufacturer's warranty. If you have a problem with anything that you have purchased from X-Wear, we will do everything we can to repair or replace the item within 30 days of the purchase date. After 30 days, warranty service must be obtained directly from the manufacturer.