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. Our modding experts have been leading the cooling and modification industry; we vow to always provide the most practical, cutting edge products and obsess over 100% customer satisfaction.




Contact Information

 
Phone: (602) 237-6646 (9AM - 6PM PST M-F)
Main Office:
 
2202 W Lone Cactus DR. suite 2
Phoenix, AZ 85027
(no walk-in customers please)


Shipping, Product, and Return Questions


Vendors, tell us about your new products. Customers, tell us if we're missing something good!


Bulk Pricing Available(20+ pieces of a single item)



Frequently Asked Questions



Orders
  • Do you accept walk-in customers?
  • What methods of payment do you accept?
  • I have been told that my order is "On hold for security reasons". What does that mean?
  • Do you accept purchase orders?
  • I have questions about an item. Can your customer service agents physically obtain a product and give me more information about it?
  • How do I know if you have a product in stock?
  • You just said that if I can order it, you have it. Why did you email me saying an item is out of stock?
  • How can I check my order status?

Shipping

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


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.

Shipping Methods:


FedEx is our primary shipping carrier.  Since FedEx does not deliver to P.O. boxes, we strongly recommend you indicate either a residential or business shipping address to avoid delays in receiving your items. Orders placed M-F before 3:00 PM Eastern Time will typically ship out the same day (except in cases where an item may be out of stock, subject to limited availability, or if payment verification is required.) Please note that shipping times are always counted in business days.


Standard US Shipping: All "Standard/Ground Shipping" orders will be shipped via USPS or FedEx, whichever is most cost-effective.  Standard shipping is a 5-7 business day delivery service, though many shipments arrive more quickly. We strive to utilize the fastest shipping options possible for the lowest prices.  All packages destined for APO/FPO addresses, Guam, or the US Virgin Islands will ship via USPS, regardless of weight. 

Guaranteed 3 Day: Orders will be shipped via FedEx 3 Day Saver, Priority Mail OR FedEx Ground, depending on your location.  Delivery is guaranteed within 3 business days of the ship date.

Guaranteed 2 Day: Orders will be shipped via FedEx 2nd Day Air.  Delivery is guaranteed within 2 business days of the ship date.

Guaranteed 1 Day: Orders will be shipped via FedEx Next Day Air.  Delivery is guaranteed within 1 business day of the ship date. 

International: Xoxide offers FedEx and US Postal Service shipping options to most international locations. FedEx delivery takes 1-4 business days and is tracked and insured. US Postal Service shipping options are NOT tracked or insured and though it is highly reliable, it is not recommended for time-sensitive or valuable shipments. We offer USPS shipping as a most economical option for our international customers. Please allow 1-3 weeks for typical delivery (however standard shipping can take longer). Please also note that the customer is responsible for any applicable import taxes, duties or other fees associated with receiving an international shipment.

Damaged Shipments:
We try our best to prevent damage to all packages during transit by packing each order carefully.  Unfortunately, there will be the occasional damaged item. 

When shipping damage occurs please make sure that you do not dispose of the original shipping container or any of the packing material (if the original box and packing material are not available then we will not be able to file a claim and we will be unable to replace your damaged item).  Please pack the damaged item back up as you received it and contact us immediately via email or phone.  Make sure that you include a detailed description of the damage to the item, as well as a description of the package if there is any damage to the carton.

Once you have notified us of the damage we will start a claim with the shipping carrier.  A representative of that carrier may contact you regarding a pickup or an on-site inspection.  Once the package has been inspected by the carrier we will ship out a replacement for the damaged item.

Please note that caffeine products are not eligible for damage claims or replacement if they are in less-than-perfect condition (for example, glass bottles freezing and shattering during the winter, cans exploding or candy melting due to heat and/or pressure during the summer, rough handling in transit, etc.) and that all products delivered in consumable condition (meaning that drinks are not leaking and candy is not crushed) are to be considered acceptable, regardless of the condition of the can, bottle, or wrapper.

Undeliverable or Refused Shipments:
Packages will be shipped back to us if the customer refuses the package, is not available for several days for delivery, or if the address entered is incorrect or incomplete.  US-destined packages that come back marked "Undeliverable as Addressed", "No Such Address/Street/Number", etc. will have a full refund issued for the products (including Sales Tax if applicable) but not the freight.  US-destined packages that come back marked "Refused", "Will Call, Did not Show", etc. will have a 20% restocking fee deducted from the value of the products before a refund is issued.  Any postage due associated with a recovering a refused or undeliverable package will be deducted from the refund.

NOTE: We will not pay recovery fees for ANY international shipments.  International customers who have undeliverable packages or who refuse their packages will not receive refunds for the items that were shipped, the freight, taxes, or brokerage, and the products will become the property of the carrier. If the tracking states that you gave an incomplete address then you will need to contact the carrier to provide the correct information.  If you decide that you do not want the items then you will need to accept the shipment and then contact us at to receive return authorization.
 


Return Policy


Terms and Conditions:

  1. 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.
  2. 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.
  3. Customers are responsible for all return shipping costs.  We cannot accept any packages that arrive "COD" or "Postage Due."
  4. All products must be received in new, resalable condition.  The condition of the product will be determined at our discretion.
  5. 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.).
  6. 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.
  7. Shipping charges are not refundable under ANY circumstances once an order has shipped.
  8. 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.
  9. 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 .
  10. 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 or other console 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.



Copyright 2013 Xoxide | All Rights Reserved.