Shipping Policies and General Information About Xoxide.com
Xoxide.com was founded in early 2000 with a goal of providing the best computer case and computer cooling accessories available. We have been leading the cooling and modification industry, and vow to always
provide the most cutting edge products and 100% customer satisfaction.
Xoxide.com accepts Visa, MasterCard, Discover, American Express, and PayPal as payment for orders through our web site. If you use PayPal you will need to manually send your payment after the order is placed (although we provide a button to click that will automatically fill in the appropriate values in the "Send Payment" screen). We suggest that you do not select "eCheck" as your method of payment as customers who use eChecks as payment will have their orders held until the payment clears (3-14 days).
All transactions are handled in US Dollars. Foreign customers should be aware that varying exchange rates
may cause charges and credits to be issued for slightly less or slightly more than you were originally told if
your order requires additional transactions after the original charge (due to cancellation, returns, etc.).
Please also be aware that your card issuer may charge a currency conversion fee on both the original charge and
any additional charges/refunds that are issued and that those fees are the customer's responsibility. If,
for some reason, a manual currency conversion is required, the exchange rates given at http://www.xe.com/ucc/
will be used and an appropriate refund in USD will be issued (again, any fees or other losses due to the
conversion are the customer's responsibility).
All credit card orders where the AVS and CVV
checks on the provided data are not perfect matches, or where there are separate billing and shipping addresses,
will be held until the information can be verified (AVS verifies the billing address and the CVV code is the
last 3 digits on the signature panel of Visa, MasterCard, and Discover cards). This will void the
guarantee on same-day shipping if an expedited shipping method is selected. If your order is held we will
email you requesting verification. If we do not receive a response within 1 week, or if the information
cannot be verified (for example, 'Bank of America' will NOT validate addresses over the phone), then the order
will be cancelled and a refund will be issued.
Xoxide.com accepts purchase orders from US
Government Agencies and Public US Educational Institutions. Purchase Orders are not accepted from
individuals, private companies, or other not-for-profit organizations. The minimum value of a purchase order must be $300. Orders can be faxed to
775-942-4664
- Attn: Sales.
Purchase orders must be typed (or computer printed) and need to include the name, item #, and cost for
each product ordered. Please note that all purchase orders will be shipped via UPS Ground and that the
appropriate shipping fees will be added to your bill. Payment terms are "Net 30" from the date that the
products are shipped, not from the date that products are received or from the date that the receiver
approves the purchase order.
Finally, Xoxide.com
will not accept any purcahse order from an organization that requires the acceptance of their terms and
conditions. The only terms and policies that apply to accepted purchase orders are those given on this page.
Because our inventory is stored in our warehouse,
it is typically not possible for our agents to give you any more information that is available on our web site. However, our specialists can generally help you or provide advice and we will make every effort to find out the answer to any question you might have.
if you have questions about a product we suggest that you contact the manufacturer
directly.
Our entire catalog is available on our web site and
we use a real-time inventory system. If you are able to add the item to your shopping cart then it
should be available to
ship.
While we do use a real-time inventory system, our
inventory is occasionally off by one or two due to order cancellations, returns, damaged items accidentally not removed
from inventory, etc. If it turns out that an item you ordered is unavailable then we will hold your order and contact
you via email with a list of options.
Xoxide.com sends all status notifications via email,
there is no way to check your order status on this web site. You will receive an order confirmation email immediately
following the submission of the order (provided that you entered a valid email address and did NOT uncheck the box
stating that you would like a copy of your order emailed to you) and then a second email with the tracking number
once the package is shipped. Additional emails may be sent if your order is being held due to a billing issue or
if an item is out of stock.
Shipping costs within the US start as low as $3 and are calculated based on the weight, size and destination of the products in your cart. You can get an exact quote for all of the options that are offered to your location by adding items to your cart and clicking the checkout button. By entering your zip code (and country if outside the US), you can then select any shipping option from our drop down menu and click Apply to see the exact shipping cost. You do not have to enter any payment information or even your full address to see the shipping options and costs.
We ship to
virtually every country or location. If you are having
trouble placing an order, we may not be able to
automatically calculate shipping to your address. Please
contact us for assistance.
Unfortunately, because USPS only provides Delivery
Confirmation, and not detailed tracking like UPS, if the link hasn't been updated then we don't know any more than
you do. USPS packages are generally delivered within 3-7 business days of when they are shipped but we have seen
some take as long as 3 weeks and will not consider a package "lost" until it passes that point.
If you ordered a case, water cooling kit, or other large
item then it was probably shipped separately from the
smaller items on your order. Because "Standard Shipping" is
rate-shopped between different carriers, delivery
times may vary by a day or two between boxes. Please wait 2
additional business days to see if an additional package
arrives. If one doesn't, and we haven't sent you any extra
tracking numbers, please contact us.
Our return period is 15 days from delivery. During
that time, items may be returned for a refund or for replacement if they are defective. Please note that non-defective
items returned for a refund will have a 15% restocking fee deducted from the refund and that some items are not able
to be returned once ordered (such as CPU coolers, water cooling kits, and caffeine products). You can get more information
on these non-returnable products by reading our complete return policy here.
If you received the product within the last 15 days
then you can contact us at to receive an RMA number. Once you receive
an RMA number you will need to return the product to us within 15 days. Items should be returned to their retail
packaging and then packed inside of a brown or white shipping carton. The RMA number you were issued should be displayed
on the shipping label or shipping container (but NOT the product box). Your return will be processes within 7 business
days of being delivered to our warehouse. We strongly recommend that you use a tracked delivery service to ensure that it is delivered properly to us.
If you received the product within the last 15 days then you will need to contact us to receive an RMA number. If it has been more
than 15 days then you will need to contact the product
manufacturer for a warranty replacement. If you have
questions as to who the manufacturer is, or how to get in
touch with them, then contact us.
Please note that not all of the products that we sell come with a manufacturer's warranty
(such as most lighting products, fans, and cables). These products cannot be
replaced after the Xoxide.com 15-day return period ends. Please note that we cannot accept returns without a return authorization.
Xoxide.com does not cover the cost of return shipping
when a customer receives a defective product. We are not responsible for product defects as we do not manufacture any
of the items sold on our web site. We will, however, split the shipping costs involved in getting you an exact replacement.
If the customer pays for the return shipping on the defective product then we will cover the replacement.
Please note that we will only split the shipping fees on one exchange per order. Please check ALL of your items before
contacting us regarding an incorrect/defective/damaged item as exchanges beyond the first will be done completely at
your expense.
Order Changes and Cancellations
All requests to change or cancel an order should be carried out on the phone
with one of our representatives. Requests that are sent via email or requests
left as phone messages may not be received in time and your order may ship. Once
an order has been packed and tagged for pickup, changes cannot be made and the
order cannot be cancelled. Please note that at certain times it may take less than 30 minutes to ship your order
from the time that is is placed. Please also be aware that our
warehouse staff works evenings and weekends, so it may not be possible to change
or cancel it once placed. Please make sure that your order is correct and
that you really want everything in your shopping cart
before clicking "Submit Order".
Locations: We ship to locations worldwide using FedEx and US Postal Service shipping options. We ship to APO/FPO addresses as well.
Shipping Costs:
Our shipping costs are based on the weight and size of the products, the number of boxes
they must be packed in, the distance they must
travel, and the shipping method chosen.
Price Quotes:
If you need to find out how much shipping will cost on your order, please
put all of the items that you plan on ordering into your shopping cart. You will then be able to view the various shipping options and costs for the items in your cart.
All return requests must be initiated within 15 days from when the
products are delivered to you. All returns require an RMA number and must be received by an Xoxide.com employee
within 15 days of receiving said number.
You should fill out the form here
to receive an RMA number, please include your order number, your name, the
product that you wish to return, and a reason for the return.
Customers are responsible for all return shipping costs. We cannot accept any packages that arrive "COD" or "Postage Due."
All products must be received in new, resalable condition. The
condition of the product will be determined at our discretion.
A 15% restocking fee will be charged for all non-defective returns.
A larger restocking fee may be deducted if the returned merchandise is not
resalable (for example, a tamper-proof seal broken, the packaging damaged,
the product scratched, manual or software missing, etc.).
Packages refused by the customer will be restocked with a 20% fee
deducted from the refund. In addition, any postage due or brokerage fees
associated with recovering a refused package will be deducted from the
refund.
Shipping charges are not refundable under ANY circumstances once an order has shipped.
We do not cross-ship replacements for defective items, but we may waive
the restocking fee on a return for a refund if the customer places a new
order for a replacement product BEFORE the return is processed and informs
our customer service team of the new order number.
Authorized returns will be processed within 7 business days ("business
days" exclude weekends, holidays, and the day the package is delivered) of when they
are delivered. Unauthorized returns, refused packages, and undeliverable
packages can take significantly longer to be processed and may be refused, returned to you at your expense,
or restocked with a 20% restocking fee.
If your return has not been processed within the specified time then please email
.
Returns will not be accepted for any of the following: Gift Certificates, heat sinks, CPU coolers, VGA coolers, water-cooling products (including but not limited to kits, cases, blocks, reservoirs, pumps, radiators, tubing, and coolant), sleeving and sleeving kits, altered wires, XBOX case and controller shells that have been opened, and consumables (including but not limited to UV paint, UV Dye, thermal compounds, polishing compounds and caffeine products). Additionally, wholesale/bulk purchases or special orders are not eligible for return. Defective water-cooling products and heat sinks should be returned to the original manufacturer.
Defective Items:
If an item is DOA (or fails within the first 15 days) then please fill out the form here for an RMA number and we will
replace the item for you (excepting certain cases, CPU/VGA Heat Sinks and Water-Cooling Kits
which must be returned directly to the manufacturer). Replacement of
defective items reported within 72 hours of delivery will be sent out via the
shipping method originally paid for. Replacement of items that failed
after that (but still during the first 15 days) will be shipped out using our
"Standard Shipping" method.
If a product fails sometime after the first 15 days then please contact the
manufacturer directly. If you are not sure who the manufacturer is, are
not sure how to contact them, or are having problems getting them to replace
your product while it is covered under the Manufacturer's Warranty (if any) then please
email us at and we will gladly do
our best to assist you.
Privacy Statement What we do with your information:
Xoxide, Inc. will not rent, sell, or share any of the personal information that
you provide through our website, e-mail, or postal mail. We will only
use your information to send updates about your order.
How we Protect your information:
Xoxide, Inc. uses SSL (Secure Socket Layer) encryption when transmitting
sensitive information. An icon resembling a padlock is displayed on the bottom
of most browsers window during SSL transactions that involve credit cards and
other forms of payment. The information you provide will be stored securely on
our servers and all payment info is automatically removed from our web store 30
days after the transaction is processed.
Disclaimer, Limitation of Liability, and Other Considerations
We strive to provide our customers with as much information as possible about
the products that we sell. However, you should be aware that the pictures
shown may not be of the exact products sold (although we will do our best to
point out any differences). In addition, since most of the technical data
on our site comes from our suppliers and from the manufacturers of the products,
we cannot guarantee that it is all 100% correct as products do occasionally
change after an initial shipment (of which we are generally not informed) and
sometimes the info they provide is just plain wrong. Unacceptable differences must be
reported BEFORE a product is used. Returns initiated on used products
where details differ from those given on our site will be treated as standard
returns and all policies given above regarding standard returns will apply.
Xoxide, Inc. does not warrant merchantability or fitness of use for a
particular purpose on any of the products on our web site. Any
compatibility information given on this site comes from the manufacturer of the
given product and was not determined by our staff through internal testing.
Product intros were not written by technical professionals and any claims
in the product introductions should be considered opinion, not fact. It is the customer's
responsibility to verify that the product(s) purchased will function in the
capacity desired before placing an order.
By placing an order with Xoxide.com you agree to abide by all of the
terms, conditions, and policies given in this document. You also agree that
under no circumstances shall Xoxide, Inc., its officers, employees, or other
representatives be liable for any special, incidental, indirect, consequential,
or punitive damages, including but not limited to loss of data, loss of
property, or loss of
profits. The sole and exclusive
maximum liability to Xoxide, Inc. arising from any product sold on this website
shall be the price of the product ordered.
Free or low-cost promotional items are offered from time to time as part of package
deals. These products are available while supplies last and we reserve the right
to substitute other functionally-similar (but not necessarily
functionally-identical) products of equal or greater value at our
discretion and without the customer's approval.
Finally, prices, products,
availability, offers, and policies are subject to change without notice.
