Shipping policy

Shipping policy

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

Domestic Shipping Rates and Estimates

Shipping charges for your order will be calculated and displayed at checkout.  

International Shipping

Please contact us at info@xothrm.com for international shipping. 

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at support@xothrm.com with your name and order number, and we will look into it for you.

Shipping to P.O. Boxes

If you are shipping to a P.O. box, please select the USPS Priority Shipping option during checkout.  This is because standard P.O. boxes can only receive mail that’s delivered through the USPS.

Lost Packages

We take the safe delivery of your order very seriously.

If your package is marked as delivered but not received:

  1. Verify the Delivery Address: Double-check the shipping address you provided during checkout to ensure it is correct.
  2. Look Around: Check with neighbors, building staff, or anyone else who might have accepted the package on your behalf.
  3. Wait 48 Hours: Occasionally, carriers mark packages as delivered a day or two before they arrive.

If your package still hasn’t arrived within 48 hours of being marked as delivered, please contact us at support@xothrm.com with your order number. We will:

  • Initiate a trace with the carrier.
  • Open a claim if necessary.

If the package cannot be located after this process, we will work with you to determine a satisfactory resolution, which may include a replacement or refund.

If your package was never delivered:

  1. Contact us at support@xothrm.com with your name, order number, and shipping details.
  2. We will:
    • Investigate the issue with the carrier.
    • Confirm the shipping status of your package.

If the carrier confirms the package is lost, we will provide a replacement or refund based on the situation.

Important Notes:

  • Claims for lost packages (whether delivered or not delivered) must be submitted within 7 days of the expected delivery date.
  • We are not responsible for packages lost due to an incorrect or incomplete shipping address provided by the customer.

Refunds, returns, and exchanges

We accept returns up to 30 days after delivery if the item is unused and in its original condition. We will refund the full order amount minus the shipping costs for the return. 

In the event that your order arrives damaged in any way, please email us as soon as possible at support@xothrm.com with your name, order number, and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at support@xothrm.com.