Shop Policies
Return and Refunds
We have a strict NO RETURN and NO EXCHANGE policy. However, exceptions will be made for items that arrive damaged, or for orders with incorrect items. Please read the processes below to find the circumstance that best suits your situation.
Damages
Please inspect your order upon reception and contact us immediately if the item is defective or damaged. Please attach photos so that we can make note of such defects in the future.
Incorrect items
If you receive the incorrect item, please contact us immediately so that we can facilitate an exchange for the correct item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Once we receive the return we will then package and ship the corrected item to you. However, we have a strict NO EXCHANGE policy, therefore you cannot return one item and request a different item in exchange. Additionally, there should be no circumstance where the replacement of goods have different cost values.
Exceptions
We will not accept any return or exchanges for purchases of designated B-grade items. B-grade items are classified as having defects or blemishes already identified by the shop owners, therefore purchase of a B-grade item comes with the knowledge that your item will come with a defect.
The only exception to our return and exchange policy is if the item in need of replacement is SOLD OUT. In that circumstance there is nothing we can do to replace the item. The shop and customer will negotiate a return for the unwanted item, and then a full or partial refund will be arranged depending on the circumstances.
Refunds
As mentioned above, a circumstance involving a refund should only occur if the item in need of replacement is sold out. However for any other situations requiring a refund, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
How to Start a Return Inquiry:
To start a return, you can contact us at teamxivgsm@gmail.com. Please provide the order number, name, and email address used for the purchase.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. The shop will be responsible for the return shipping label and fees, while the customer is responsible for the shipping fees required to send the replacement item for the return.
If more than 15 business days have passed since we’ve approved your return, please contact us at teamxivgsm@gmail.com.
Shipping Policy
Thank you for visiting and shopping at XIV GSM. Following are the terms and conditions that constitute our Shipping Policy.
General policy
COVID-19
Please note that due to COVID-19 and the affect the pandemic had on postal carriers globally, tracking may be delayed significantly before it updates with accurate information on your package delivery. Delays in updates can be one month in length. Please account for this when providing a shipping address for international orders and make sure that all sections of your shipping address are correct and accurate.
Damages
XIV GSM is not liable for any packages damaged due to shipping. However, if the items within arrive damaged due to poor carrier handling, please contact us via teamxivgsm@gmail.com. Please save all packaging materials and damaged goods and take photographs in the case a claim can be filed with the carrier.
If you believe the item was damaged prior to shipment, please contact us via teamxivgsm@gmail.com.
Lost/Missing Packages
As soon as your package hits the mailing stream, we are no longer liable for any lost or missing packages. If you believe your package is lost, please confirm your original shipping address if it is correct before contacting us. While we are more than willing to compensate you in any way for the lost item(s), this doesn't mean that a full refund of your order is guaranteed. Replacements for lost items may be made but the customer is responsible for additional shipping costs.
We apologize if this may inconvenience you in any way. Please understand that making a purchase, you are accepting any risk that may occur due to mistakes or mishaps made by the postal service.
You must contact the shop within 60 days of your order being shipped in order for us to help locate the missing package. The shop may not be able to arrange a replacement after 60 days past.
Domestic Shipping Policy
Shipment processing time
By purchasing from XIV GSM in the domestic USA, you agree and understand the following processes:
Processing Time:
All orders are processed within 5-10 business days. Orders are not shipped or delivered on weekends or holidays.
Shipping Time:
Orders will be packed and shipped out once a week. All orders are shipped with USPS Ground Advantage. The package in transit takes an estimated 3-5 business days to reach your destination within the domestic USA.
Deliveries are made by USPS only.
Delivery delays can occasionally occur.
Shipment to P.O. boxes or APO/FPO addresses
XIV GSM ships to addresses within the U.S., U.S. Territories, and APO/FPO/DPO Addresses.
Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped. Domestic USA orders by default do not come with online tracking, however the automated shipping system may provide you with one. Please contact us if you would like to make arrangements for having a tracking number made with your order. The tracking number will be active within 48 hours, but updates will entirely depend on the USPS system.
International Shipping Policy
Shipment processing time
By purchasing from XIV GSM internationally, you agree and understand the following processes:
Processing time:
International orders are processed within 7-14 business days to ensure buyers understand the terms and conditions of their order.
Shipping Time:
All international orders are shipped with USPS first class International. The package in transit takes an estimated 2-5 weeks to reach your destination.
By purchasing from XIV GSM internationally, the buyer is responsible for providing the most accurate mailing address including your FULL NAME, ADDRESS, and PHONE NUMBER. Failure to do so may cause the package to be lost in transit. XIV GSM is not responsible for any package that may be lost in transit due to mailing address error. If you would like to take extra precautions, please provide us your international mailing address exactly as how it is written in your country as you are checking out of the shop or in an email to our shop.
Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped. All international orders come with a tracking number. If your notification email fails to contain a link to your tracking number please feel free to contact us so that we can provide you with one. The tracking number will be active within 48 hours, but updates will entirely depend on the USPS system and connecting international postal carriers.
Customs, Duties and Taxes
**XIV GSM is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.)**