Shipping & Return Policy

Last updated: October 22, 2026

XOOBAY is a cross-border wholesale and retail marketplace. Products on XOOBAY are sold, shipped and supported by independent suppliers (the “seller”); XOOBAY does not run its own warehouses or delivery service. This policy sets out the rules for shipping, after-sales requests (returns and refunds) and refunds. It applies to orders placed on the XOOBAY marketplace and on store websites hosted by XOOBAY (a store’s xoobay.com subdomain or its own domain). Where a product page gives additional terms for that product, they apply as well; the after-sales process in section 3 is available on every paid order.

1. Shipping

1.1 Who ships: each order is packed and shipped by the seller, using the carrier the seller chooses.

1.2 Delivery time: dispatch and transit times vary by product, seller location and destination, and XOOBAY does not guarantee a delivery time. If timing matters, confirm the lead time with the seller before ordering by sending a B2B Inquiry from the product or store page.

1.3 Destinations: you can place an order to any country or region. Your shipping address must include the country, and addresses in South Korea also need a personal customs clearance code. The seller decides whether it can ship to your destination; if it can’t, it declines the order and the full amount you paid is refunded (see 4.1).

1.4 Shipping fee: shipping is set by the seller. Some products have a fixed shipping fee; others use the seller’s shipping template, which charges by weight or by quantity for each destination country and may offer free shipping above an order amount. Choose your country under “Ship to” in the header to see the estimated shipping on product pages and in the cart. The shipping you pay is calculated at checkout from the country of your shipping address and shown before you pay; items from the same store that use the same template are charged together.

1.5 Import duties and taxes: import duties, VAT and customs fees on international orders are paid by the buyer and are not included in the product price or shipping. For some countries the product page, cart and checkout show an estimate of these charges based on the goods value and product category. The estimate is for reference only and is not charged by XOOBAY; the actual amount is set by customs in the destination country. If a parcel is returned or destroyed because these charges were refused, the resulting losses and shipping costs are borne by the buyer.

1.6 Tracking: when the seller ships, the order changes to “Pending Receipt” and you receive an email and an on-site message. The order details show the carrier, the tracking number and a tracking link (17TRACK) for each parcel; an order may be shipped in more than one parcel.

1.7 Shipping address: please check your delivery details before you order. To change them, contact the seller before the order ships. Costs arising from returns, delays or losses caused by an incorrect or incomplete address are borne by the buyer.

1.8 Confirming receipt: when your order arrives and you have checked it, click “Confirm Receipt” in the order. If you don’t, the order is confirmed automatically 30 days after it was shipped, unless an after-sales request is open. Once confirmed, the order is “Completed”.

2. Late, lost or damaged parcels

· If tracking hasn’t updated for a long time, contact the seller first. If the parcel doesn’t arrive, request “Item not received” in the order (see section 3) before the order is confirmed.

· A parcel shown as delivered or signed for (including by another person, a pickup point or a parcel locker) is normally treated as delivered. If you believe it didn’t reach you, you can still make an after-sales request and explain the details.

· If an item arrives damaged, make an after-sales request promptly after delivery, with photos of the outer packaging, the shipping label and the damage.

3. After-sales requests (returns and refunds)

3.1 Where to apply: open the order (Member Center → My Orders, or the orders page of the store website where you bought) and click “Request refund / return”. You can follow every request under “Returns & refunds”.

3.2 Request types:

· “Refund only”: you ask for a refund without returning goods — for example, the order hasn’t shipped yet, or you and the seller agree on a partial refund.

· “Return & refund”: you send the goods back and are refunded after the seller receives them.

· “Item not received”: the order has shipped but hasn’t arrived (available while the order is “Pending Receipt”).

Before the order ships, only “Refund only” is available; after the order is completed, “Refund only” and “Return & refund” are available.

3.3 Time limit: you can apply at any time after payment until 7 days after the order is completed (confirmed by you or automatically). One request can be open on an order at a time, and the amount requested can’t exceed what you paid minus any amount already refunded.

3.4 Evidence: give the reason and a description, and add up to 6 photos (for example of the item, the damage or the packaging). Photos can also be added at later steps, such as when asking XOOBAY to review.

3.5 Seller response: the seller has 3 days to agree or reject. If the seller doesn’t respond within 3 days, the request goes to XOOBAY for review automatically.

3.6 Returning goods: if the seller agrees to a return, send the item back as the seller instructs and enter the return carrier and tracking number in the order (“I have shipped the return”). After the seller confirms receiving it, the refund is issued (section 4). If the seller disputes the condition of the returned item, XOOBAY reviews the request.

3.7 If the seller rejects: you can click “Ask XOOBAY to review” within 7 days, explain why you disagree and add photos; if you don’t, the request closes. You can also withdraw your own request while it is waiting for the seller, waiting for your return, or after the seller has rejected it.

3.8 XOOBAY review: XOOBAY looks at the information and evidence from both sides and either approves the refund or rejects the request. We may contact you or the seller by email for more information.

3.9 Condition of returned goods: returned items should be unused, complete with all accessories, and with tags and original packaging intact. If a returned item shows signs of use, has missing accessories or damaged packaging, the seller may agree with you to deduct a corresponding amount from the refund.

3.10 Items that can’t be returned for change of mind (quality problems, wrong items and items not as described excepted):

· perishable goods such as fresh food, flowers and short-shelf-life food;

· custom-made or personalized items;

· digital goods such as top-up cards, redemption codes and software activation codes;

· personal-care items that come into direct contact with the body, such as skincare, cosmetics, contact lenses and underwear;

· items marked “no returns or exchanges” on the product page.

3.11 Return shipping: for returns for the buyer’s own reasons (such as ordering the wrong item or changing your mind), the buyer pays return shipping. For returns due to quality problems, a wrong item or an item not as described, the seller pays return shipping.

4. Refunds

4.1 If the seller can’t ship: when the seller declines an order because it can’t ship it, the full amount you paid for that order is refunded without you having to apply.

4.2 Orders paid on the XOOBAY marketplace (by card, bank account or USDT at XOOBAY checkout): once the seller agrees, confirms receiving your return, or XOOBAY approves the request, XOOBAY’s finance team refunds the amount through the original payment channel to your original payment method. How long it takes to arrive depends on your bank or payment provider.

4.3 Orders paid on a store website directly to the store (through the store’s own card payment via Stripe, PayPal, bank transfer, cash on delivery or another offline method): the store makes the refund. Card payments made through Stripe and PayPal payments are refunded to the original payment method automatically; for bank transfer and offline methods the store refunds you and records it in the order. If you don’t receive the refund, click “I haven’t received the refund” in the order — while the refund is in progress or within 30 days after it is marked refunded — and XOOBAY will review it with the store.

4.4 A refund can’t exceed the amount you actually paid. Shopping points earned on an order are deducted in proportion to the amount refunded.

4.5 Cancelling orders: an unpaid order can be cancelled under My Orders, and unpaid orders are closed automatically after the payment time limit. A paid order can’t be cancelled directly; if it hasn’t shipped yet, request “Refund only” in the order.

5. Contact us

For questions about shipping, returns or refunds, use “Contact support” on the website, ask the AI Assistant, or email [email protected]. We reply by email, and also by on-site message if you have an account.