IMPORTANT: The customer is responsible of providing a valid SHIPPING ADDRESS for an order placed online. If an order is shipped to a wrong or invalid address and is then returned to us, the order will be cancelled and the shipping fees will not be refundable. If an order was shipped to a wrong or invalid address for free, a flat 15$ CAD fee before taxes will be charged to the customer upon reception of the returned order.
Order Processing Time
Orders are shipped on business days only (Monday to Friday). Expect your package to be shipped out in the next 3 business days following the day you place an order. Should the delay be longer, we will contact you to let you know. (The shipping service you select does not affect the processing time of your order).
IMPORTANT: The shipping method chosen will not affect the order processing time.
For any order being shipped to an address differing from the credit card holder's Billing Address or if we judge the shipping or billing information given by a customer is insufficient or invalid we will require the credit card holder to send:
- A scan or a photograph of a valid piece of ID
- A scan or a photograph of the back of the credit card (showing the signature)
- A scan or a photograph of the printed receipt. (Always available from your account Dashboard)
If required you can send the documents by e-mail: firstname.lastname@example.org or by fax: (ATT: Service client xoos.ca)
The required documents should be sent within 7 days upon request, otherwise your order will be cancelled .
Choosing the Right Shipping Method
For any Canadian address xoos.ca offers shipping services from:
Federal Express (FedEx):
FedEx Ground: (Delivered by truck in most Canadian Cities)
FedEx Standard Overnight: (Fastest service, recommended for all large Canadian cities)
xoos.ca offers international shipping with Federal Express (FedEx) to a number of international countries. The services provided are
- Service FedEx Ground: (Delivered by truck)
- Service FedEx International Economy
Typical transit time is between 5-12 days, but occasionally items can experience customs delays of several days. xoos.ca is not liable for any custom delay or custom fees if applicable.
Calculating Your Order Cost in a Foreign Currency
All prices on our site are listed in Canadian dollars, and charged in Canadian dollars. The exact exchange rate that you will pay is determined by the bank that has issued your credit card, but in general it will match very closely with the going exchange rates. The following web page features a quick, easy, & free foreign exchange rate calculation using up-to-the-minute exchange rates of yahoo finance
2/ RETURN AND REPLACEMENT
What is the Returns Policy on Regular Orders?
IMPORTANT: If you have enjoyed a free shipping, returns will be subject to a $15 handling fee (before taxes). xoos.ca will be responsible for the return transportation fees only in case of shipment error. In all other cases, return transportation fees is not refundable and will be paid by the customer.
We want you to be happy with the comfort, look and fit of your XOOS shirts and clothing. If you’re not happy for any reason, you can return your items.
When returning items, please remember the rules below:
Return It Within 14 Days:
Unused products may be returned within 14 DAYS. Return shipping fees are to be paid entirely by the customer, except when the product does not reflect the order. The returned products CAN'T be reimbursed in the XOOS store of 1 Place Ville Marie, Montreal (Replacement only).
Conditions of the returned products:
RETURN NEW ITEMS ONLY: Only UNUSED products in their original box or wrapping will be accepted for return. Returned clothes and accessories must be in new, unworn condition without any scuffs, scratches, stains, tears, or hair and with the original hang tag attached. Where appropriate, we recommend you try on the clothes with an undershirt.
Please note that underwears cannot be returned.
All XOOS garments have a tag sticked on the wrap. Please keep this tag on if you want to return the item. If you return an item without the original hang tag attached, the return will not be processed.
How to return items?
If you’re not completely satisfied with the look, fit, or feel of any item, you can return the item up to 14 days from the shipping date. Only UNUSED products in their original box or wrapping will be accepted for return.
Log on to your xoos.ca account page. The history and status of your orders, as well as copies of your invoices are always available in your accout page.
Confirm which items you want to keep and which ones you want to return.
Place the receipt of your purchase and the items you’d like to return a postal box.
Label the box with the following return adress:
XOOS / Dist Mantasaly
1 Place Ville Marie - Suite 11094
H3B3Y1 - Montréal, QC, Canada
Customers are responsible for return costs.
Before initiating return procedures, digital pictures may be required for verification purposes.
Before completing your transaction on our website, take a few minutes to double-check your order. By doing so, you can ensure the accuracy of your order. Make sure that all sizes are accurate, that the selected shipping method is the one you desire, and ABOVE ALL, that the products you ordered are the right ones. Help us serve you well so that your on-line shopping experience may be pleasant. If you have any question regarding a product, please send us a mail at email@example.com.
How long the return process will take ?
Your time is important to us. Thus, we'll work diligently to get returns processed as quickly as possible. Once an item is received in our office it will be processed within 5 to 10 business days.
Please note that items coming from out of Canada must first pass through customs at the Canadian border before arriving at our Montreal office to be processed. We appreciate your patience.
Once your return is received and processed a refund will be issued to the credit card / paypal account used for the payment. Please note that we will retain the handling fee of 15$ (before taxes) on the refunded amount in case you did not pay the initial transportation fee.
You can also select the online store credit option for a future order.
What happens if I don’t follow the return policy?
If you return an item that is worn, damaged, stained, or missing its hang tag, your return will not be processed and you will not be refunded. Instead, Member Services will notify you via email and offer 2 options:
1. The item can be reshipped to you at no cost
2. The item can be donated to a local shelter.
If we do not receive a response within 5 business days, we will assume you prefer Option 2.