FAQs

 

X-Wear Orders

 

X-Wear Payment and Billing

   
 

X-Wear Returns and Exchanges

 

X-Wear Shipping Policy

   
 

X-Wear Privacy and Security

 

X-Wear International Orders

   
 

Contacting X-Wear

 

Miscellaneous Information

   

 

X-Wear Orders

 

Is the merchandise in stock?

X-Wear stocks every item that is featured on our web site so if it is available to order, we have it in stock. The X-Wear web site is updated daily based on our current inventory. We share inventory with our eight sister stores so unless an item sold between inventory updates at one of our retail locations we have it ready to ship.
If you are unable to order an item, that means we are out of stock. Feel free to email us and we will gladly let you know the status of that particular item or if we are able to special order it for you at no extra charge. Back to the Top

When will my order ship?

Orders placed before 9am EST. on weekdays ship that day. Orders placed after 9am EST and on weekends and holidays will ship the next business day. We will contact you in the event something holds up your order. An email confirmation with a tracking number is sent to you when your order ships. Back to the Top

Can I track my order?

When you place an order with X-Wear, we send an order confirmation by email to let you know we received it. Add customerservice@x-wear.com to your safe list with your email provider to ensure that you receive our email. When your order ships, you will receive a shipping confirmation email with a tracking number within 24 hours of ship time. You can use the tracking number to follow your purchase through its journey. For more information please read the X-Wear Shipping policy. Back to the Top

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 customerservice@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 Top

What 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 Top

What 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 customerservice@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.
If tracking your shipment indicates that it has been delivered, but you do not have it, please check with family members and neighbors to see if they received it and look around the house and porch to see if the package has been left for you.
If you still cannot locate your shipment, please email us or call us at 1-800-315-0444. We can then begin an investigation with the carrier to locate the package or determine that it is lost so we can replace it.Back to the Top

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

Can I order for someone else?

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 Top

Can 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 Noon EST on business days and on the next business day on orders placed after Noon EST 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 Top

X-Wear Payment and Billing

 

What 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.

Call us at 1-800-315-0444 or email us if you wish to pay in a method not offered in our checkout or have questions about payment. Back to the Top

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.

Call us at 1-800-315-0444 or email us if you wish to pay in a method not offered in our checkout. Back to the Top

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

When is a return credited?

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 customerservice@x-wear.com to your safe list with your email provider to ensure that you receive our emails concerning your refund. Back to the Top

How 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

Does X-Wear charge sales tax?

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

Does X-Wear match prices?

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 Top

I 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.

We will need as much of the following information as possible in order to best assist you:

 
  • Your order number
  • The transaction date
  • The amount of the transaction
  • The type of credit card
  • Your first and last name

X-Wear takes internet and credit card fraud very seriously. If you believe you are being charged for something you did not order, please call us immediately at 1-800-315-0444 and we will do everything in our power to help you. We will provide all information available to the proper authorities concerning a potentially fraudulent order. We will report any activity that looks suspicious and assist authorities by prosecuting to the full extent of the law.Back to the Top

X-Wear Returns and Exchanges

 

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 738
193 Main Street
Falmouth, MA 02540



Download the X-Wear Return/Exchange Form, fill it out, and include it with your return for quickest processing.

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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

What if the item doesn't fit?

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 exception 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 Top

Where 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 738
193 Main Street
Falmouth, MA 02540

To assure a hassle-free return or exchange, please

 
  • Use a rigid box with flaps intact.
  • Remove old address labels and delivery markings from the box.
  • Wrap items separately.
  • Use adequate cushioning material.
  • Use strong tape designed for shipping.
  • Do not use string or paper over-wrap.
  • Use a single address label that has clear, complete delivery and return addresses.
  • Place a duplicate address label inside the box.

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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 Top

When 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 customerservice@x-wear.com to your safe list with your email provider to assure that you receive our emails concerning your refund. Back to the Top

Do 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 Top

How 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

What if my return gets lost?

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 Top

X-Wear Shipping

 

Why 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 customerservice@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

Where was my order shipped?

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.

Please remember to add customerservice@x-wear.com as well as ups.com and usps.com to your safe list with your email provider to assure that you receive tracking emails. If you are not sure about the shipping address you gave us, please email us and we will confirm the address. Back to the Top

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 customerservice@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 Top

What does X-Wear charge for shipping?

Orders over $75 ship for free, all orders under $75 ship for $5 flat rate inside the USA. These rates exlude certain oversized items and weights, exluded items will be clearly marked on their product page. 

 We offer international shipping, learn more about international shipping policies here: International Shipping

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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 Top

Is 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 customerservice@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

Can I expedite delivery?

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 above for X-Wear's pricing options to expedite your package.

If you want to upgrade shipping after placing your order, please contact us immediately at 1-800-315-0444. If your order has not yet shipped, we can change the shipping method. We take pride in being very fast at processing orders, so please contact us as soon as possible. Back to the Top

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.

X-Wear also offers Luxury Delivery Service through which one of our devoted travel buffs will hand-deliver any of our products, anywhere in the world! The cost for this service depends on the item(s) ordered and the destination. Please email us for a quote. Back to the Top

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.

You may expedite your order for guaranteed delivery overnight, in two business days, or in three business days for an additional charge. See X-Wear's Shipping Policy for complete information on shipping options and costs. Back to the Top

X-Wear Privacy and Security

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.
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Is X-Wear's web site secure?

X-Wear uses a secure server for orders and account information. The secure server software (SSL) encrypts all information you input before it is sent. Furthermore, all of the customer data we collect is protected against unauthorized access.Back to the Top

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 Top

Is 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 Top

How 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.

X-Wear also collects information you volunteer, such as email address, survey responses, comments, purchasing and billing information, and your requests. When you place an order, we will need to know your name, e-mail address, billing and mailing address, as well as credit card information to process and fulfill your order and notify you of your order status. We may also use the information we collect to occasionally notify our registered shoppers about important functionality changes to our web site, new services, and special offers we think you'll find valuable. X-Wear does not sell, share, trade, or give away any personal information about our customers. Back to the Top

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 Top

X-Wear International Orders

 INTERNATIONAL ORDERS

X-Wear has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at support@internationalcheckout.com.

 WHICH COUNTRIES DO YOU SHIP TO?

International shipping is currently available WORLDWIDE from X-Wear. Our third party vendor, International Checkout, will ship to all destinations around the world including APO / FPO addresses.

CAN I CHECK THE STATUS OF MY INTERNATIONAL ORDER?

To check the status of your order or track your package, please login to your International Checkout account at: https://www.internationalcheckout.com/login.php.

WHO SHOULD I CONTACT WITH QUESTIONS ABOUT MY INTERNATIONAL ORDER?

All inquiries regarding your international order should be directed to International Checkout at:

EMAIL:  support@internationalcheckout.com.

Please visit the International Checkout Customer Service page for more information and phone numbers in your area.  Back to the Top

CONTACTING X-Wear

How can I contact X-Wear?

X-Wear looks forward to hearing from customers by chat, phone, email, mail, or in-person at one of our stores listed below.

Contact us by CHAT on our website.

During normal business hours you may Chat with us by clicking on the Chat Button on the website.  If we are not available to speak with you immediately we will give you an opportunity to create an email. We take ALL correspondence with our customers seriously and will definitely get back to you at the earliest possible moment

 

Contact us by phone at 1-800-315-0444.
We typically answer the phones during normal business hours for our stores.  If we do not answer, you will be asked to leave a message.

Please speak clearly and provide the phone number you want us to call and the best time to reach you. Please also tell us your time zone so we don't wake you! It is also a good idea to leave your email address as well so we may email you as a backup in case we are unable to reach you by phone. At X-Wear we are assiduous about returning phone calls, so you can leave a message with confidence.

Contact us by email at customerservice@x-wear.com .

This is the best way to reach us. We are always online and your inquiries will be answered within 48 hours.

Contact us by mail or shipping service:
X-WEAR.COM
PO Box 738
193 Main Street
Falmouth, MA 02540

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.
Please visit any of our fine Sunglass Retail Stores:
Stores located in Massachusetts:
Coconuts
294 Commercial Street
Provincetown, MA 02657
(508)487-2406 ext. 13

Sol Optics
230 Commercial Street
Provincetown, MA 02657
(508)487-1005

Sol Optics
5 Central Square
Mashpee Commons
Mashpee, MA 02649
(508)477-2548

Sol Optics
329 Hanover Street
Boston, MA 02113
(617)523-3005

Stores located in Rhode Island:
Newport Sunglass Shop
109 Swineburne Row
Newport, RI 02840
(401)846-6444

Sol Optics
375 Thames Street
Newport, RI 02840
(401)841-9503

Please visit any of our surf shops:

Board Stiff
286 Commercial Street
Provincetown, MA 02657
(508)487-2406 ext. 12

Board Stiff
193 Main Street
Falmouth, Ma 02540
(508)540-9555 ext. 3
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Can 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 Top

Miscellaneous Information

 

How 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 Top

Wedding/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

Warranty Information

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.

We will try to assist you in obtaining information about the manufacturer's warranty for your product. Call us at 1-800-315-0444 or email us for contact information for the manufacturer for any products we carry.Back to the Top

Searching on X-Wear.com

X-Wear.com has a search box at the top right of each page on our web site as well as amenu system to assist you in quickly finding the product you want. You can enter any text in the search box to find that phrase on the site. Alternately, our search box can also find products by UPC code or by X-Wear product number. Please call us at 1-800-314-0444 or email us if you need assistance finding a product. This includes locating products in our stores that might not currently be listed on our web site. Back to the Top

We appreciate your visit to X-Wear.com. If you have any questions or comments, please do not hesitate to email us.

We can

We accept these payment methods:

Amex Direct debit Discover Mastercard Paypal Solo Visa