SHOPPING

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What is XXLMart?
XXLMart is the world’s premier sneaker and streetwear marketplace. We make it easier to buy and sell premium footwear, apparel, and accessories. Our merchandise is available online at XXLMart.com.
Are your sneakers new?
XXLMart only sells 100% new and authentic items. Although the items are pre-owned, they are unworn and in pristine condition, unless otherwise noted. All of our merchandise is 100% authentic, guaranteed.
How do I know if the items are authentic?
All XXLMart merchandise is 100% authentic, guaranteed. Our team of experts puts every item through a 10-point verification system to ensure its legitimacy.
How do you determine the prices of your products?
XXLMart is a consignment marketplace, which means that we sell items on behalf of other individuals. The final determination on price is made by the consignor, but we work with them to help price items competitively.
Do you ship internationally?
XXLMart ships to most countries.  For international customers, please use the country selector at the top left of the navigation bar to ensure proper currency conversion and duties & taxes at checkout.
 
If you do not see your country listed in the navigation selector, you may still be able to proceed with your order by selecting your country in the address field on the check-out page.  Please note, however, duties & taxes due may not be shown to you prior to completing your order. Duties & taxes are the sole responsibility of the customer regardless of whether they are displayed on the check-out page.
 
Please allow up to 5 business days for order processing and verification prior to shipment.
Am I responsible for duties & taxes if I'm purchasing from overseas?
All international duties and taxes are the sole responsibility of the customer.  For international customers, please use the country selector at the top left of the navigation bar to ensure accurate currency conversion and duties & taxes calculation.  If duties & taxes are not shown at checkout, you may be subject to collection after your order is placed or your items have shipped.
What does it mean when there is an asterisk next to the size of an item?
An asterisk next to the size of an item means that it is being sold as Conditional. Although all merchandise is new and unworn, certain items may have certain conditions such as yellowing or a damaged box. You can see a list of the specific conditions of a particular item by selecting the size with the asterisk on the product description page.

 

What does it mean when it says Notify Me?
When an item says “Notify me” it means that the particular size is not currently in stock. It means that the product is not currently in stock. If you click on Notify Me and submit your email address you will receive an update when the item becomes available.
Where is my order coming from?
Everything XXLMart sells is stored in one of our warehouses. Some product will be shipped from other warehouse on the world. Having all the merchandise on hand allows us to verify authenticity and ship items faster.

What sizes are shown on the website?
XXLMart.com lists U.S. sizes. To see a size conversion chart, click the Sizing link below the Add To Cart button on the product description page. Size conversions vary by brand and model.

I have a coupon code. How do I use it?
Coupon codes can be redeemed on the Checkout Page.  On the right-hand side of the check-out page, all your cart items will be listed.  Below this will be a “PROMO CODE” box.  Copy your code here and the discount will be applied to your cart immediately.
 
Coupon codes cannot be applied during promotional periods or sale dates, nor can they be combined with any other offers.   
Do you sell gift cards?
At this time, XXLMart does not offer gift cards.

How do I contact XXLMart?
You can email us anytime at support@xxlmart.com. Our customer service department is staffed from 10 AM–7 PM ET daily. We try to reply to all customer service requests within 24 hours.

 

DELIVERY & RETURNS

When will my order ship?
Orders may take up to 3 days for US Domestic and 5 days for International orders to process prior to shipment.  Additional time may be required during promotional periods and holidays. We ship orders Monday through Saturday, except on the following U.S. holidays:
– Easter
– Memorial Day
– Independence Day
– Labor Day
– Thanksgiving
– Christmas Eve
– Christmas Day
– New Year’s Eve
– New Year’s Day
How long do the different shipping options take?
It may take up to 3 days for US domestic orders to process prior to shipment.  Shipping options will vary based on the exact delivery address. With ground shipping, an order may take 3-10 business days to arrive after processing. 
 
International orders can take up to 5 business days to process prior to shipment, and an additional 7-14 business days to arrive at their country of destination.  That said, customs processing times will vary from country to country.
How can I track my order?
Once your order ships, you will receive an email that includes a tracking number for the shipment. You can also enter the Order ID number from your order confirmation email here. If you have created a XXLMart account, your can go to My Account and select My Orders to view your current orders.
Can I change the address on my order?
No, once an order has been completed we can only deliver to the shipping address that was originally provided.
Can I change the size, colorway, or model of my order?
Once an order has been placed, we cannot make any adjustments to size, color, or model.
Can I cancel my order?
We do not accept order cancellation requests as our fulfillment process begins once an order is placed.  All confirmed orders will be subject to our standard return policy. 
How do I return my purchase?

Only full-priced, US domestic orders are eligible for return.  Our return policy is as follows:

– Return requests must be submitted within 3 days after the item has been delivered.  

– Item(s) must be shipped to XXLMart within 3 days after approval.  Returns cannot be processed or accepted at our retail location.

– Customers are responsible for return shipping. For your protection, we suggest using a carrier that provides tracking information.

– Item(s) must be unworn and in the original condition received.  The box must also be in the same condition as received.  Shoe boxes should not be used as the packing box.

– Final sale orders are not eligible for return.  Final sale includes items purchased during a promotional period; International orders; and Items purchased at our retail location.

– Once your return is approved & received, you will be issued a merchandise credit less a 10% restocking fee.  Merchandise credits are non-transferable and can only be used at xxlmart.com

Please contact us to initiate the returns process. When prompted, please use the Order # from your order confirmation email (not your packing slip).  

I received confirmation that my return has been delivered. When will I receive my store credit?
It may take up to 10-14 business days for store credit to be issued after a returned item has been received.
How do I redeem my merchandise credit?
Merchandise credit for your return will be automatically added to your account. If you do not have an account, we will create one for you when we process your return and send you an email with login instructions. To redeem the store credit, simply login to your XXLMart account before making your next purchase and the credit will be applied to your order.
It says my order was delivered but I didn't receive it. What should I do?
Please email our customer relations team at support@xxlmart.com with the subject line “Missing Order.” We will work with the shipping provider to locate your package. If we are unable to locate the package, we will open a claim to investigate the matter. Please allow 3-4 weeks for a claim to be completed. We will contact you as soon as we have an update on the status of your package.