We have ramped up production. ULTRA FAST SHIPPING!

FAQs


GENERAL

How do I cancel an order?
All orders once placed are finalized and products are not able to edited or changed. Order cancellation requests will be considered, but are not guaranteed. Orders are shipped as quickly as possible and cannot be cancelled once they have been submitted. Once you have received your items, you may send them back for a refund as long as they are unopened and unused.

How do I contact customer service?
You can contact one of our Customer Support Experts Monday – Friday between 9:00am – 5:00pm PST at support@xomasks.com  

I’m interested in distributing XO Masks, who should I contact?
Please email support@xomasks.com with your purchase unit quantity and desired delivery date.

I’m interested in being an affiliate with XO Masks, who should I contact?Please email us at support@xomasks.com with your social media handles.

SHIPPING & RETURNS

My tracking number is not showing any information?
Tracking is emailed to you the moment your order ships. However, USPS does not update tracking for 24-48 hours after the initial scan of your shipment. We ask that you check back in 48 hours. If you still do not see tracking information please contact one of our Customer Service Experts at support@xomasks.com.

Do you offer exchanges and returns?
All sales are final. Due to the nature of our product we do not offer refunds or exchanges, except in the case of receipt of damaged products. If you receive a damaged item please immediately send us a picture of your shipment box as well as the items that arrived damaged at support@xomasks.com.

If an item may be considered defective, please email support@xomasks.com indicating your Name, Order Number, and A Photo of The Product. Defective items need to be addressed within 30 days from the day of purchased. If the product is deemed defective by xomasks.com, you will be eligible for a refund or replacement of the same item. 

Customers are responsible for the return-shipping fee, and it is not refundable. Refunds are made in the original form of payment and are issued to the person documented on the original order. Please note, we only accept returns from xomasks.com orders.In case delay, lost or stolen packages, please fill out a claim at USPS.com so USPS may try to locate your order as soon as possible. Once a claim has been filed please send us the claim information and we will wait on the results of the claim before proceeding forward.

Processing time is 1-2 business days for regular orders and for Rush Handling order 24 hrs. All orders placed Fridays after 2 pm or during the weekend or Holiday will be processed the next business day. Please email support@xomasks.com for your RMA and return address.

Refused Packages
For refused packages the shipping fee will be charged to the payment form selected during checkout, and will be subtracted from any refund.

Incorrect Shipping information
Please understand that our system prints out shipping labels according to what the customers placed on their shipping and billing information. Our fulfillment team processes the orders right away. Please contact USPS to reroute your package in case of any error on shipping information. The Reshipment Fee in all orders returned to sender is $2.99. We cannot guarantee replacement of lost or stolen packages shipped.  

OFFERS AND PROMOTIONS
XO Masks occasionally offers special offers and promotions. Customers can apply one promotion code per order and promotion codes cannot be applied to kits. XoMasks.com offers free U.S. shipping on all orders over $50. Free shipping will automatically be applied to your order at checkout when cart value is equal to or over $50 (after discounts and taxes).

INTERNATIONAL

Do you ship internationally?
Yes, we ship to almost every country worldwide.

What language should my order be placed with?
All orders must be entered and processed in English.

Which currency are my orders processed in?
Xo Masks orders are processed in US Dollars.

Customs and Duties information.

At this time, all customs and duties fees are the customer’s liability and will be charged to you upon receipt of your international shipment.

How much is shipping to my country?
The cost of shipping depends on the weight of your purchase and your final destination address. Once you enter your shipping address during checkout your shipping cost will appear in your cart before you finalize your purchase.

Refused Packages
In case of refuse packages, the shipping fee will be charged to the payment form selected during checkout and will be subtracted from any refund.

For any delivery situation with your international order please contact your carrier with the tracking number provided. 

Packages Returned
All international packages returned to our facilities will be refunded. The shipping cost is not refundable.


x