1.     Orders & Payments

1.1  How can I check my order status?

You can track all your orders using the tracking number on the following website: https://www.17track.net/en. Alternatively, log in to your account and visit the "My Orders" page.

1.2 Can I cancel my order?

Orders can be canceled before they are shipped. After shipment, please switch to applying for a return instead. To cancel, visit the "My Orders" page.

1.3 Can I modify or add items after my order is confirmed?

Once an order is confirmed, you cannot add items or make modifications. Please cancel the order and place a new one.

1.4 What payment methods do you support?

We support credit cards, Stripe, cryptocurrency wallets (e.g., USDT), and other secure payment methods listed at checkout.

1.5 Do you offer installment payment plans?

In select regions, we support installment payment plans through Stripe, credit cards, or USDT cryptocurrency providers.

1.6 Why did my payment fail or get declined?

This may occur due to insufficient funds, incorrect information, network errors, bank restrictions, or an incorrect billing address. If the issue persists, please try an alternative payment method or contact your bank.

1.7 Can I split the payment for one order using two cards?

Currently, only one payment method can be used per order.

1.8 What should I do if I was charged twice?

Duplicate charges are usually temporary pre-authorizations. If the charge does not disappear within 3–5 business days, please contact customer service and provide proof of the duplicate charge.

1.9  Do you accept Cash on Delivery (COD)?

Cash on Delivery (COD) is not supported at this time.

2. Shipping & Logistics

2.1 How long does delivery usually take?

Standard delivery typically takes 7–14 business days, depending on your geographical location.

2.2 Do you offer expedited shipping?

Yes, an expedited shipping option is available at checkout to speed up delivery.

2.3 Do you provide international shipping?

Yes, we ship to most countries/regions. Shipping costs and delivery times vary by destination.

2.4 Can I change my shipping address after the order has been shipped?

Changing the shipping address is only possible before the order is shipped. Please contact customer service immediately if you need to make a change.

2.5 What if I am not at home during delivery?

The courier will leave a notification or attempt delivery again. You can also leave delivery instructions at checkout or contact the courier directly.

2.6 My package shows "Delivered" but I have not received it. What should I do?

First, check with your neighbors or local post office. If you still cannot locate the package, please contact us for support.

2.7 Why is my order delayed?

Common reasons include customs clearance delays or courier service delays.

2.8 Can I request a delay in shipping my order?

Orders are shipped as soon as possible, and requests for delayed shipping cannot be accommodated.

2.9 Do you support combining two orders into a single shipment?

No, orders are processed individually and cannot be combined once they have been placed.

2.10 My tracking information has not been updated for several days. What should I do?

Tracking updates may be delayed due to carrier processing. If there is no update within 7 business days, please contact customer service.

3. Returns & Refunds

3.1 What is your return policy?

You may return most new, unopened items within 14–30 days of delivery for a refund or exchange. Please refer to the full Return Policy for details.

3.2 How do I apply for a refund?

You can initiate a refund under "Orders > Request Refund". You may also contact customer service, providing your order number and the reason for the return.

3.3 How long does it take to receive a refund?

Refund processing is usually completed within 7–14 business days after we receive and inspect the returned item. The refund amount will reach your account within 2–3 business days, depending on your bank.

3.4 Who is responsible for return shipping costs?

If the return is due to our error (e.g., defective item, wrong item sent), we will cover the shipping costs. Otherwise, the buyer is responsible for return shipping costs.

3.5 What should I do if my package is damaged or I received the wrong item?

Damaged items: Please contact customer service within 7 days and upload photos of the damage. Alternatively, contact us within 48 hours to request a replacement or refund.

Wrong items: We will send the correct item for free or issue a refund.

3.6 Which items are not eligible for return?

Personalized items, intimate apparel, and clearance sale items may not be eligible for return. Please refer to the Return Policy for details.

4. Account & Security

4.1 What should I do if I forget my password?

Click "Forgot Password" on the login page and follow the instructions to reset your password.

4.2 How do I update my shipping address?

Log in to your account, navigate to "My Account > My Addresses", and update your shipping address there.

4.3 How do I delete my account?

Please contact customer service at help@xoobay.com or delete your account yourself in the settings.

4.4 What happens to my reward points if I delete my account?

All unused reward points will be forfeited once your account is deleted.

4.5 Is my payment information secure?

Yes, we use industry-standard encryption and secure payment gateways to protect your information.

4.6 Will you share my data with third parties?

Absolutely not. We only use your information for order processing and customer service, except for our order fulfillment partners (who may need access to relevant data to complete deliveries).

5. Rewards & Points

5.1 How can I earn more points?

You can earn more points by shopping, writing product reviews, and referring friends to join XooBay. You can also purchase XOO tokens to earn additional points.

5.2 Do points expire?

XOO points do not expire and can be withdrawn at any time.

5.3 How can I upgrade my membership level faster?

Earn more XOO points by shopping and participating in XooBay events to upgrade your membership level faster.

5.4 Do you have a referral program?

Yes, when you invite friends to join XooBay, both you and your friends will receive XOO point rewards. Use your referral code in "My Account > Refer a Friend".

6. Products & After-Sales Service

6.1 Are your products authentic?

Yes, we guarantee that all products sold are 100% authentic and quality-verified.

6.2 Will you restock out-of-stock items?

Some items are restocked regularly, while others are limited-edition. You can click "Notify Me" on the product page to receive updates when the item is restocked.

6.3 How can I view product size information?

Please refer to the Size Guide on the product page for detailed size measurements.

6.4 Do you offer product warranties?

Selected products include a manufacturer’s warranty. Please check the product page for warranty details.

7. Contact & Support

7.1 How can I contact customer service?

You can contact us via email at help@xoobay.com, through our AI customer service, by phone, or via live chat on our website.

7.2 What are your customer service hours?

Our support team is available Monday to Friday, 9:00 AM to 6:00 PM (local time). For urgent issues, we recommend using live chat.

7.3 How can I file a complaint?

Please contact us through our complaint channel, where a manager will review your case. If the support team cannot resolve your issue, you may request to escalate it to a senior representative.

8. Other Related Questions

8.1 What is XOO Wallet, and how do I use it?

XOO Wallet is XooBay’s cryptocurrency wallet, used for receiving and withdrawing your XOO point rewards. You can activate it and connect your external wallet in your account settings.

8.2 Can you issue invoices in Chinese or a specific format?

Yes. You can download a standard electronic invoice from your order history. For invoices in a specific format or tax invoices, please contact seller customer service and provide your tax information.

8.3 Where should I send my returned items?

After submitting a return request, please wait for the return center address and Return Merchandise Authorization (RMA) code, which will be provided by the seller via email. Do not ship items back without authorization.