FAQs
1. Shipping
Q: How long does shipping take within the USA?
A: Shipping within the USA typically takes 7–14 business days.
Q: Do you ship internationally?
A: Yes. International shipping usually takes 14–31 business days, depending on the destination country.
Q: How much does shipping cost?
A: We currently offer FREE Worldwide shipping!
Q: How can I track my order?
A: Once your order ships, you’ll receive an email containing a tracking number and link. Use that link to check your package’s status at any time.
2. Returns & Exchanges
Q: What is your return policy?
A: We offer free returns within 30 days of receiving your order. If you’re not fully satisfied, simply contact us at xerallastore@gmail.com with your order number to initiate a return.
Q: Do you offer exchanges?
A: Yes. If you need to exchange an item for a different size or color, reach out to us at xerallastore@gmail.com for assistance. We’ll guide you through the exchange process.
3. Payments & Billing
Q: What payment methods do you accept?
A: We accept most major credit cards (Visa, MasterCard, American Express, Discover), debit cards, PayPal, and select digital payment options at checkout.
Q: Why was my payment declined?
A: Payments can be declined for various reasons, such as incorrect credit card details or insufficient funds. Double-check your card information or contact your bank for more information. If the issue persists, feel free to email us at xerallastore@gmail.com.
4. Order Management
Q: Can I cancel or change my order after it’s placed?
A: We strive to process orders quickly, so changes or cancellations can be difficult once an order has been confirmed. However, if you email us at xerallastore@gmail.com right away with your order number, we’ll do our best to help.
Q: What if I receive a damaged or incorrect item?
A: Please email us immediately at xerallastore@gmail.com with your order number and a photo of the damaged or incorrect product. We’ll work to resolve the issue as quickly as possible, whether that’s a replacement or a refund.
5. Customs & Duties (International Orders)
Q: Will I be charged customs or import fees for international orders?
A: Depending on the destination country, your order may be subject to additional customs or import fees. These charges are determined by local authorities and are the responsibility of the customer. We recommend checking your country’s customs policies to be prepared.
6. Customer Support
Q: What are your customer service hours?
A: Our customer service team is available Monday through Friday, 8 AM – 6 PM. We strive to respond to all inquiries within one business day.
Q: How can I contact you?
A: You can reach us at xerallastore@gmail.com. We are always happy to help.
7. Account & Privacy
Q: Do I need an account to place an order?
A: You can check out as a guest, but creating an account allows you to track your orders more easily, save payment information, and access previous purchases.
Q: Is my personal information secure?
A: Yes. We take your privacy and security seriously. We use industry-standard encryption and secure payment gateways to protect your data. Your information is never shared with unauthorized third parties.
8. Product Information & Availability
Q: Do you restock sold-out items?
A: We aim to restock popular products as often as possible. If you have a specific item in mind, feel free to email us at xerallastore@gmail.com for restock updates.
Q: How do I know what size to order?
A: We provide detailed size charts on our product pages. If you have further questions, feel free to reach out to our customer support team.