Shipping Policy

Thank you for shopping at Xenomens. This Shipping Policy explains our processing time, estimated delivery times, and important shipping terms.

1. Shipping Origin & Processing Time

  • All orders are shipped from China.

  • Orders are typically processed and shipped within approximately 3 business days after payment is confirmed (excluding weekends and public holidays).

  • During peak seasons, inventory adjustments, or force majeure events, processing times may be extended. We will do our best to notify you when possible.

2. Shipping Methods

We offer two shipping options:

  1. Free Shipping

  2. VIP Shipping

3. Estimated Delivery Time (Free Shipping)

Estimated delivery times below are calculated from the shipping date and are for reference only. Actual delivery may vary due to customs, flights, and local carrier operations:

  • United States & North America: around 15 days

  • United Kingdom: around 7–10 days

  • Other European countries: around 15 days

Please note: These are estimates and are not guaranteed delivery dates.

4. VIP Shipping

  • VIP Shipping includes VIP/express courier service within China, which typically saves about 2 days compared to Free Shipping.

  • Overall delivery time may still be affected by customs clearance, flight schedules, and last-mile delivery in the destination country.

5. Tax-Inclusive Customs Clearance (Duties/Taxes Covered)

  • We provide tax-inclusive customs clearance. In most cases, you will not be required to pay additional duties, VAT, or import taxes.

  • If the carrier/customs requests payment or additional documents, please contact our customer service immediately. Where it falls within our tax-inclusive coverage, we will assist accordingly.

  • Customs policies and inspections may vary. If delays/returns occur due to the recipient’s failure to cooperate with customs requests, provide required information, or refusal to accept delivery, any resulting loss may be the recipient’s responsibility.

6. Order Tracking

  • Once your order is shipped, we will provide a tracking number via email and/or your order page.

  • Tracking updates may take 24–72 hours to appear, which is normal.

7. Address Changes & Cancellations

  • Please ensure your shipping address, postal code, and contact information are correct at checkout.

  • Once an order has been shipped, it typically cannot be cancelled or rerouted. If you need help, contact us as soon as possible and we will try to assist, but we cannot guarantee changes can be made.

8. Delays & Force Majeure

Delivery may be delayed due to customs inspections, extreme weather, flight disruptions, carrier capacity issues, strikes, local delivery restrictions, or other events beyond our control. We will assist with tracking once updates are available.

9. Return to Sender Due to Failed Delivery Attempts (Important)

If a package is returned to us due to failed delivery attempts (including but not limited to incorrect/incomplete address, unreachable phone number, no one available to receive the package, refusal, or failure to pick up from a pickup point), the following applies:

  1. We will notify you of the shipment status and available options.

  2. Reshipment: We can reship the order. A reshipping fee / additional shipping and handling fees may apply (based on destination and carrier rates).

  3. Refund: If you choose a refund, we will issue it after the package is returned and verified.

    • The refund amount may exclude actual shipping costs and handling fees incurred (if applicable).

    • VIP Shipping fees are generally non-refundable unless the issue is caused by us.

  4. If the carrier disposes of or destroys the package and it cannot be returned, a refund may not be possible.

10. Shipping Issues (Damage/Loss/Marked Delivered)

  • Damaged items: Please contact us within 48 hours of delivery with clear photos/videos so we can assist.

  • Marked delivered but not received: Please check with family members, neighbors, building management, or the delivery location first. If still missing, contact us within 48 hours and we will help initiate an investigation with the carrier.

  • If the carrier confirms the package is lost or abnormal, we will offer a replacement or refund solution based on the final investigation result.

11. Customer Service

  • Email: sale@xenomens.com

  • WhatsApp: +86 139 2459 2128

  • Support Hours: 10:00 AM – 9:00 PM (Hong Kong Time)