Frequently Asked Questions FAQ

XOOBAY doesn't operate its own logistics: each supplier ships with the carrier it chooses and enters the tracking details, which buyers see in the order. The platform calculates shipping from the supplier's shipping templates and the destination country, shows import tax estimates for many countries, lets buyers order to any country, and lets suppliers decline orders they can't ship, with a full refund to the buyer.

If tracking stops updating or shows the parcel as lost and it hasn't been delivered, contact the supplier first. If it never arrives, click Request refund / return in the order details and choose Item not received; the supplier can resend or refund, and if it rejects the request or doesn't respond within 3 days, XOOBAY reviews it. A parcel shown as delivered (including to a neighbour, a parcel locker or a pickup point) counts as delivered.

Yes. Sellers ship with whichever carrier or forwarder they work with: choose it from the carrier list, or choose Other and enter its name, then add the tracking number. An order can be shipped in several parcels.

Import duties, VAT and customs fees are paid by the buyer and aren't included in prices or shipping. For countries where XOOBAY has tax data, the product page, cart and checkout show an estimate based on the goods value, shipping and product category, taking known duty-free thresholds into account. It is an estimate only; the actual amount is decided by customs. Orders to South Korea need a personal customs clearance number in the shipping address.

After the supplier ships, the order details show each parcel's carrier, tracking number and a link to track it on 17TRACK, and you are notified by email and on-site message. Tracking updates come from the carrier; XOOBAY doesn't display live tracking events on its own pages.