Frequently Asked Questions

Orders Do you accept walk-in customers? Sorry, due to liability issues we cannot accept any walk-in or will-call customers at this time. What methods of payment do you accept? 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). I have been told that my order is "On hold for security reasons". What does that mean? 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. Do you accept purchase orders? 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. I have questions about an item. Can your customer service agents physically obtain a product and give me more information about it? 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. How do I know if you have a product in stock? 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. You just said that if I can order it, you have it. Why did you email me saying an item is out of stock? 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. How can I check my order status? 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 How much does shipping cost? How can I calculate the cost to my location? 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. I live in in a foreign country and your web site won't take my order. Will you ship to me? 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. My order was shipped USPS and the link you provided doesn't appear to have been updated in a few days. Can you give me more information about my order? 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. I received a box from you but not all of the items I ordered were included. What should I do? 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.

Returns How long do you accept returns? 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. How do I return an item to Xoxide.com for replacement/refund? 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. A product I purchased from you a while back has stopped working, who do I contact? 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. I received a defective product, who pays for the return shipping cost? 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".