XXLMart is committed to delivering an exceptional customer experience. We encourage you to contact us by email at: firstname.lastname@example.org or Phone:760-383-1462 with any questions or concerns prior to placing your order.
For US domestic orders, processing and verification times range from same day to up to 3 business days before an order ships. Additional time may be required during promotional periods and holidays. You will receive an email with tracking information once your order has shipped.
Please be advised that we cannot make any changes to the shipping address once an order has been placed. Additionally, we cannot ship to PO Boxes. Any orders placed with a PO Box will be returned to sender.
For international orders, processing times can be up to 5 business days before an order ships. Additionally, we do not cover the cost of duties & taxes for their respective territories.
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.
In the event an item becomes unavailable, we will fully refund your purchase back to your original form of payment. This may include specific items within an order. You will be notified via email of any orders or items we cannot fulfill and have to refund.
We stand behind the quality of our products and guarantee our workmanship 100%. That said, so we will gladly issue a merchandise credit less a 10% restocking fee if you need to make a return/ change your mind. Any defects or errors on our part will result in a replacement at no charge.
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, which include 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 via email to initiate the returns process. When prompted, please use the Order # from your order confirmation email (not your packing slip).
Please allow 10-14 business days from receiving your return to evaluate and process the return.
What’s your policy on refunds?
- Refunds will be processed in the form of payment used on the original order. For credit card refunds, please allow 1-2 billing cycles for the credit to appear on your statement. Purchases made with PayPal must be returned by mail. Customers will receive a refund back to their PayPal account. If you need assistance, you can bring your PayPal order to a nearby store and a store associate can assist you in mailing back your order. Your refund will be processed when your order is received by our warehouse at which point you will receive a PayPal credit. A $6.99 SmartLabel fee will be deducted from your refund.
- Refunds and gift cards will include product and tax amount only. If an incorrect item was shipped, or products were flawed or damaged in transit prior to 45 days, we will also include the standard shipping charges in your refund.
- If you have your original receipt, you may exchange or refund to your original form of payment.
- If you have a gift receipt, you may exchange or get store credit only.
- For in-store purchases, if you don’t have your receipt, you’ll be able to exchange or receive store credit only at the current price. This requires store manager approval and items must be unworn and unwashed.
Wrong Product/Damaged/Defective Item
If you believe you have received a damaged or defective item, or there has been a fulfillment error, please email us at email@example.com with your order details and we will address it promptly.
Due to the nature of our consignment marketplace, we are not able to offer exchanges of any kind. Since every item may have a different seller and level of availability, even identical items may vary in price.
If you purchased an incorrect size, you may submit a return request for a merchandise credit. You may then use that credit to purchase the correct size, subject to availability. Please keep in mind that the returns process can take up to 14 business days before a merchandise credit is issued.