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Shipping & Returns

Last Updated: September 2022

Xolo Books, LLC ("we" and "us") is the operator of (https://xolobooks.com/) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
 

General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.

Returns
General Returns
Xolo Books will happily accept as long as a request to return is received by us within 7 days of delivery and are returned to us in original packaging, unused and in resellable condition. Return shipping will be paid at the customers expense and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed. We will notify you once this has been completed through email. 

Clearance sales are excluded from the return policy. All clearance sales are final.


Delivery Terms
Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 business days.

Dispatch Time
Orders are usually dispatched within 2 business days of payment of order. Our store operates on Monday - Friday during standard business hours, except on national holidays and pre-announced store closures. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

P.O. Box Shipping
Xolo Books will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

Items Out Of Stock
If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.

Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

Duties & Taxes
Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website.

Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.

Process for Parcel Damaged In-Transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

Process for Parcel Lost In-Transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

Customer Service
For all customer service enquiries, please email us at support@xolobooks.com 

Refunds Policy

Xolo Books has a 7-day return policy, which means you have 7 days after receiving your item to request a return. 
To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@xolobooks.com. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any questions at support@xolobooks.com

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions/Non-Returnable Items

Clearance and custom items are excluded from our return policy. Unfortunately, we also cannot process returns on gift cards.

Exchanges

We do not accept exchanges.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Orders that are lost or misrouted by the parcel carrier are not eligible for refunds. 

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