Shipping Policy
We use UPS and only UPS. We have found them to be the most reliable and accurate with shipping information and tracking as well as delivering by the date you paid for. We are not responsible if the shipper experiences any delays but feel confident that UPS is the best service we can partner with to make your customer experience the best it can be. Once your order is in ‘fulfillment & shipping’ status, you will get an email confirmation with the tracking number(s). If you would like to track your package please follow the link listed below or simply do a web-search with your tracking number.
Order Cancellation Policy
You may cancel your order at any time prior to receiving your fulfillment status notification via the email you entered during purchasing and we will issue you a full refund. Refunds may take up to 10 business days to process back from PayPal to your bank or credit card account. To initiate cancelling your order, please email CustomerSVC@XMODgear.com Please put your order number in the subject line as well as ‘Cancel’. In the body of the email please provide your name, order number, shipping address and email used during the purchase process so we may confirm it is you cancelling your order. Please feel free to give us some feedback as to why you canceled your order in the body of the email, so that we may provide you with better customer service or enhance our products.
If you have processed a cancellation of your order, our customer service department has notified you of the cancellation and you have not received your funds back in 10 business days, then please email us back as soon as possible so we can look into what the hold-up is.
XMG RETURNS & EXCHANGES POLICIES
XMG is committed to 100% user satisfaction and we care about our customers.
If you purchased through XMODgear.com and received the wrong item or an item was damaged in some way, we will do our best to make every effort to replace it as soon as possible.
If you ever experience an issue with a defect in your product from XMG at any time, regardless of where it was purchased, please contact us directly and we’ll do everything reasonable to help you.
For purchases made through XMODgear.com, please see the returns process below.
For purchases made at a store on online retailer, please contact your retailer for a return, replacement or exchange. XMG warranty remains the same regardless of where you purchased your XMG Product. If you have any questions, please don't hesitate to contact us at CustomerSVC@XMODgear.com
How to Make a Return:
We accept returns on unused, in new condition, unaltered products in original packaging with all accompanying manuals, instructions and accessories. There will be a 15% restocking fee for a refund.
To make a return from purchases on XMODgear.com, please take the following steps:
1) BEFORE returning any products, please contact us first to receive an RMA number (Return Merchandise Authorization) and prominently write the RMA number clearly on the outside of the shipping box. Packages will not be accepted without an RMA. Please email CustomerSVC@XMODgear.com to get an RMA.
2) In the return shipping box, please include a printout of the RMA form and double check to make sure the following fields are complete with your name, order number, shipping address, phone number, email, RMA number, and reason for the return.
3) Wrap the item with quality padding and place in the original packaging and in an appropriate box for shipping (Don’t forget to write your RMA# on the outside of the box)
4) If using the original packaging, remove or cover the original shipping label. Tape the return shipping label to the outside of the box.
5) All refunds will be applied to the credit card used for the original purchase or, if the product was purchased elsewhere. You should allow one to two billing cycles for the refund to appear on your statement.
Order Cancellation may be completed BEFORE your order has a SHIP STATUS. Once your order is in SHIP STATUS, you must contact CustomerSVC@XMODgear.com and get an RMA to begin the returns process.
Buyer Responsibilities:
- Buyer assumes 100% ownership of products purchased from XMODgear.com, it’s authorized dealers and related websites.
- Buyer assumes 100% responsibilities and liabilities from using all products purchased.
- Buyer agrees not to alter and modify any product and doing such will void all warranties.
- Buyer agrees to wear proper eye/hearing safety and ensure that all bystanders have proper eye/hearing safety prior to operating XMG products.
- Buyer is aware of possible pinch points while using XMG products.
- Buyer will hold XMG, its staff, employees, and affiliates harmless of all liabilities and legal matters resulting from the purchase and use of any XMG product.
- Buyer is fully responsible for local law and regulations. (Observation of country, state and city laws is the sole responsibility of the consumer.)