Shipping policy
Due to the collectible, personal care, and limited batch nature of Xyrena’s products, we have implemented a policy of no cancellations, returns, or refunds due to buyer’s remorse or dissatisfaction with a product. Since we are unable to restock or resell used goods, this policy allows us to prioritize our efforts on continuously bringing our customers unique and exceptional products.
Xyrena Shipping Protection: At checkout you can add optional Xyrena Shipping Protection for 2% of your order subtotal. If a protected order is lost in transit, stolen after delivery, or arrives damaged, Xyrena will send a replacement at no charge — or refund the affected items if a replacement isn't possible. Xyrena Shipping Protection is a service provided by Xyrena, not an insurance policy, and no insurer is involved. You can remove it from your cart at any time before you pay; once an order ships, the fee is not refundable. Claims are filed at xyrena.com/claims and must be filed within the window shown there for your order: lost packages after the carrier's late-delivery period and within 30 days of shipment (45 days for international orders); stolen packages 7 to 30 days after the delivery scan; damage within 7 days of delivery, with photos. One stolen-package claim can be filed per customer or delivery address in any 12-month period, and a police report is required for stolen-package claims on orders of $150 or more. We are unable to replace or refund lost, stolen, or damaged goods on orders placed without Xyrena Shipping Protection.
Cancellations/Changes: Once an order is placed we are unable to accommodate cancellations or modifications.
Production Time: We strive to fulfill orders within 10 business days. However, please bear in mind that the production time for your order may vary. Depending on the availability of raw materials and the demand for the product, it can take as little as 24 hours or as long as 6 weeks to fulfill your order.
Carrier Substitution: While we make every effort to honor the shipping service selected at checkout, we reserve the right to substitute with a comparable shipping service when necessary to ensure timely and secure delivery.
Transit Time: Any transit times provided at checkout are estimates only and not guaranteed delivery dates. Shipping carriers are third-party services, and we are not responsible for delays or disruptions once a package has been handed over to the carrier. As such, no refunds or compensation will be provided for shipping costs or product value due to carrier delays or failure to meet estimated delivery windows.
Undeliverable/Refused Packages: To ensure smooth delivery, kindly verify that your shipping address is accurate when placing an order. In the event of an undeliverable (or refused package) due to an incorrect address, we will not be able to provide a refund. At your request we will resend the package for an additional shipping fee.
International Orders/Customs: For international orders outside of the United States, please be aware that import customs and duties may be applicable and are not charged during checkout. These fees will be the responsibility of the buyer and will be collected by the respective shipping carrier (such as UPS, DHL, or the local postal service) on behalf of your country. It is important to note that if a package is refused or remains unclaimed due to non-payment of these duties, it will either be destroyed by the carrier or returned to us. In such cases, the package will not be eligible for a refund or replacement.