Shipping policy

Last Updated: 12/31/25

This Shipping Policy explains how orders are processed, shipped, and delivered. By placing an order, you agree to the terms below.

Where We Ship

1.1 We currently ship only within the United States.
1.2 Coverage includes the 48 contiguous states and Washington, DC.
1.3 We do not ship to Alaska, Hawaii, U.S. territories, APO/FPO addresses, or international destinations.

Processing Times

2.1 Orders are processed and forwarded to our fulfillment partners within 1–3 business days.
2.2 Processing times do not include weekends or holidays.
2.3 During peak seasons or severe weather, processing times may be extended.

Shipping Times

3.1 Once shipped, standard delivery typically takes 3–7 business days.
3.2 Total delivery time is generally 6–10 days, depending on order timing, location, and carrier volume.
3.3 All timelines are estimates and are not guaranteed.
3.4 Carrier-related delays are outside our control.

Shipping Rates

4.1 Standard shipping is $5.95.
4.2 Orders of $75 or more qualify for free shipping.
4.3 Shipping charges are displayed at checkout before payment.

Fulfillment & Warehouse Information

5.1 Orders are shipped from multiple U.S. warehouse locations to ensure timely delivery.
5.2 Return or sender addresses may vary depending on which warehouse processes your order.
5.3 This is normal and does not affect order support or eligibility for refunds.

Order Tracking

6.1 A tracking number will be emailed once your order ships.
6.2 Tracking may take 24–48 hours to update after the carrier receives the package.
6.3 If no tracking information appears after 5 business days, please contact us.

Delivery Issues

7.1 Lost Packages (Covered)
We will refund or replace your order if:
7.1.a Tracking shows no movement for an extended period, or
7.1.b Tracking never confirms delivery (“lost in transit”).

7.2 Delivered but Missing (Not Covered Without Shipping Protection)
If tracking shows Delivered but the package cannot be found:
7.2.a This is considered theft or misdelivery.
7.2.b It is not covered unless Shipping Protection was purchased.
7.2.c Once tracking confirms delivery, responsibility transfers to the customer unless Shipping Protection was purchased.

7.3 Incorrect Addresses
If an incorrect or incomplete address was entered at checkout, or if delivery fails due to refusal, unclaimed packages, or unavailable recipients:
7.3.a The shipment is the customer’s responsibility.
7.3.b If the package is returned to sender, it may be reshipped once the applicable reshipping fee is paid.
7.3.c Reshipping fees vary based on order contents and carrier costs.

Shipping Protection ($2.99)

8.1 Optional Shipping Protection can be added at checkout for $2.99.
8.2 It covers:
8.2.a Packages marked “Delivered” but reported missing.
8.2.b Faster resolution compared to standard carrier investigations.
8.3 If purchased, we will refund or replace the order at no cost.
8.4 All claims require verification and may require additional information.
8.5 We reserve the right to refuse Shipping Protection coverage in cases of suspected fraud, abuse, or repeated claims inconsistent with normal delivery outcomes.
8.6 If Shipping Protection coverage is declined due to suspected fraud or abuse, the Shipping Protection fee will be refunded.

Order Cancellations

9.1 Orders may be canceled before they enter fulfillment processing.
9.2 Fulfillment often begins quickly, sometimes within minutes; cancellation is not guaranteed.
9.3 If cancellation is not possible, the order will ship normally.
9.4 You may request a refund after delivery under the 30-Day Guarantee.

Incorrect or Insufficient Shipping Information

10.1 Customers are responsible for ensuring correct address information at checkout.
10.2 We are not responsible for:
10.2.a Delays caused by incorrect addresses
10.2.b Returned or undeliverable packages
10.2.c Additional fees required to reship packages
10.3 If a package is returned, we can reship it once reshipping fees are paid.

Related Policies

11.1 For details on refunds, replacements, damaged items, and lost-package claims, please refer to our Refund Policy.

Policy Updates

12.1 This Shipping Policy may be updated at any time to maintain compliance with legal, operational, and platform requirements.
12.2 The most recent version will always be posted on this page.

Questions or Support

For any shipping-related questions, tracking concerns, or support inquiries, please contact us at:
support@xoralabs.com
xoralabs.com/pages/contact

We are here to help ensure your order arrives safely and on time.