FAQ - frequently asked questions

SUPPORTS

How to contact XSTRON?

You can chat with us online via Live Chat, leave us an offline message online, or send us an e-mail. All of the online messages and emails will be replied to within one working day. If you are urgent, please send WhatsApp messages or call us, send us Skype messages.

How to get photos without watermarks?

To protect our design and products, we used a watermark. If you are our wholesaler customer already and need to have clean photos for marketing purposes, please send an email to our sales team. You can also ask us to shoot new photos for you to fit your commercial applications.

Can you provide manual, datasheet, acrylic file?

Yes, we can offer these files to our wholesaler customers.

Can you share us some testing engraving vector files?

Yes, we offer 36+ free testing engraving files and other related vector engraving files to our wholesaler customers. Please leave us a message with your email.

How to download the latest design catalog?

We launch new designs every month. Because there are over 8000 designs and catalog file is very big, please contact our sales team for download/view link.

PRICE & PAYMENT

Where can I view wholesale prices?

You can view wholesale prices online directly. The unit price changes based on different order quantity. If you order in big quantity, the prices are negotiable.

For the products that are not listed on the website, please contact our sales team for a quotation.

You can also leave us a message with product model number (photo or link), estimated order quantity and shipping country. We will reply you asap by email with quote.

Which payment methods are accepted?

We accept payments from PayPal, Credit Card, Payoneer, Western Union and Bank Wire (T/T). Cash on delivery is not accepted for now.

PayPal is preferred in the first place. If the order amount is over 1,000~2,000 USD, it is advised by bank wire.

Is there any extra cost like customs duty?

There is duty free if we ship by express airmail. If you need your order urgently and we ship by DHL, there will be some customs duty for some certain countries (European countries, canada etc).

If the gross order weight is over 20KG, we can ship by trucker/air/train/sea. It takes 12~40 days to receive, but there is no customs duty for receiver and the shipping cost is much lower than DHL FedEx.

Is it secure to order online by Paypal or Credit Card? Is my data protected?

XSTRON.COM uses SSL 256-bit secure encryption to provide you a safe payment environment!

Paypal provides the highest level security to make your online shopping experiences safe and secure. It has been used and trusted by millions of eBay shoppers and other e-commerce buyers worldwide.

DELIVERY & SHIPPIING

How long will delivery take?

Shipping time mainly depends on the shipping method you choose. Occasionally we have to change the courier you have selected because of regional restrictions.

During COVID-19 special times or peaking sales season in November and December, there will be 2~7 days delay.

DHL FedEx UPS (2KG~1000KG): 3~5 Working Days
USPS (below 5KG): 10~16 Working Days (no customs duty)
Express Airmail (below 5KG): 10~16 days, duty-free for the receiver
Air Shipping (>5KG, to Europe countries):  17~20 days, duty-free for the receiver
Sea Shipping (over 20KG~100KG): 35~60 days, duty-free for the receiver, door-to-door delivery
Express Line (2~500KG): 15~25 days
EMS: 6~12 Working Days
How can I track my order?

We will send you tracking number and link once we send out your order. You can track online in real-time.

Is there any extra cost like customs duty?

Many countries do not charge import duties on private items, samples, and goods below a certain stated value. Our unit prices exclude customs tax. Customers are responsible for paying the customs duty.

There is duty free if we ship by express airmail (USPS, Royalmail, ePacket), by air, by sea, by express line.

The quoted DHL FedEx UPS EMS shipping costs do not include customs duty. If you need your order urgently and we ship by DHL FedEx UPS, there will be some customs duty for some certain countries (European countries, canada etc).

Can I order without paying for customs duty or VAT?

It is duty-free for the receiver if we ship by express airmail. It is suitable for small package below 5KG. We will pay for the customs duty (VAT) from our account.

If the gross order weight is over 20KG, we can ship by air/train/sea. Air shippinig takes 15~20 days to receive and Sea shipping takes 55~60 days. There is no customs duty for the receiver and the shipping cost is much lower than DHL FedEx. Please contact us to get air/train/sea shipping cost quote.

Can you offer free shipping?

Online wholesale prices are EXW wholesale prices, not including the shipping cost.

Do need I to arrange customs clearance?

1. If you choose DHL FedEx UPS shipping options, your destination customs maybe hold and inspect your goods according to their policies. You are the importer and are responsible for the customs clearance when the goods pass through the customs in your destination country.

Normally they ask for customs duty payment,  payment proof, certification file etc. Our sales team will send you email timely on customs clearance and offer you all the ducuments that we can offer.

2. If we ship by express airmai, by air, by express line, by sea, we will arrange customs clearance and pay for the customs duty (VAT).

How to calculate the order shipping weight?
  1. DHL FedEx UPS take the higher weight between gross weight and cubic weight.
    Gross weight = Quantity x Unit Product Weight + Carton Weight
    Cubic weight = Length(cm) x Width(cm) x Height(cm) ÷ 5000
  2. Express airmai, air, sea shipping take the higher wieght between gross weight and cubic weight.
    Gross weight = Quantity x Unit Product Weight + Carton Weight
    Cubic weight = Length(cm) x Width(cm) x Height(cm) ÷ 6000

ORDER

Where do you ship from? What is the leading time?

We ship from our China warehouse directly.

Most of the orders can be processed and sent out within 1~2 working days. Some orders will take longer due to stock, big order quantity, incomplete/bad shipping info.

Is the online shipping cost quote accurate? Can you update my order shipping cost?

The online quoted shipping cost is accurate as we update the shipping rate regularly every few weeks. 

If you place bulk big order, please contact us to get the latest shipping cost quote for all the possible shipping ways.

Yes, we can update and edit your order shipping cost (in on-hold or pending payment status) to make sure it is 100% the same as real-time shipping cost.

What exactly happens after ordering?

After ordering you will promptly receive an order confirmation with your shipping address info and order info via e-mail. Our sales team will send you an email including tracking number & link, estimated delivery time.

How to track my order online?

Once your order leaves our warehouse, we send you a tracking number and tracking link via E-mail and keep on tracking it in real-time until it reaches your hands.

How secure is shopping in the Online Shop? Is my data protected?

XSTRON.COM uses SSL 256-bit secure encryption to provide you a safe payment environment!

Paypal provides the highest level security to make your online shopping experiences safe and secure. It has been used and trusted by millions of eBay shoppers and other e-commerce buyers worldwide.

WARRANTY & REFUND

What if the product does not work properly?

Please always contact us firstly by email or via online chat support. By providing your order number and the model number, we can help you to clarify what the problem is. In most cases, we can solve the problems without sending the product back(restarting, installing properly, fixing an accessory).

If the product doesn’t work even you try with our technical support, we’ll guide you to send it back to us to get it fixed.

How to send back defective or broken goods?

Please contact our sales team via email or online chat. We will discuss returning shipping methods and other details.

What is the returning procedure?

Contact our sales team first.
Send returns by a certain carrier.
We receive your returns and let you know.
We ship back good ones or repaired ones to you.

HAVE OTHER QUESTIONS? PLEASE LEAVE US A MESSAGE!