Shipping policy

PLEASE NOTE: Due to the nature of the products sold here, many items are shipped from outside the US and may take up to two weeks to deliver. This rare instance will be noted in the item description if it requires longer delivery times. We appreciate your patience, and we hope you understand that this is necessary to provide a variety of items in our store.

How do I track my order?

A confirmation email with the tracking number will be sent after the order is processed and prepared for shipment.

Please check both inbox and spam folders for an email with tracking information.

If you don’t receive an email with the tracking number within five business days of placing the order, you can contact us at info@xq-shop.com.

Package status says “Delivered”; however,” package is not yet received

We send the tracking number by email. If you did not receive it, this email could be put in a spam folder. Once you find it, you can track it on the logistics website.

In case the status of the package is “delivered” but you have not received it and fail to find any update for 7 days from the shipping date, we recommend you contact your local logistics carrier.

We recommend you follow the below steps before reaching out to us.

Check the order status on the logistic provider’s website.
Note delivery date and time.
Contact the local logistics provider office.
Try to get the direct contact information of the designated courier at that time.

If there is f no solution after following these steps, contact us at info@xq-shop.com

We will request an investigation with the logistics side. It can take up to 14 days from the claim date. Unfortunately, we can take no action for 14 days if there is no update from logistics. If we receive an update before the time frame, we will do our best to reply as soon as possible.

Will there be an import tax? How much would it be?

Import tax fee depends on the customer’s on importing. Local customer offices can provide the potential fees eligible for your order.

These import tax fees should be taken care of by the customers themselves. Our logistics provider and we take no responsibility for import tax fees or seized goods received in damaged boxes.

All products are well packed and shipped on our side. Unfortunately, we cannot control shipping companies, and complaint is why the box is damaged. When you receive a damaged package, but the product inside the box is not damaged, it does not count as a damaged item. Thus, there is no refund/store credit/replacement. When the product inside the box is damaged, we can accept claims within 30 days of delivery.

What if the ice pack gets warm and melted when I receive my parcel?

Toxins and Saxenda pends are packed in a styrofoam box with ice packs. If the ice packs are melted during the shipment, the temperature remains below 8°C, as the package is well insulated and no air can get inside it. This temperature is acceptable for up to 7-8 days.

However, during the summer season, despite proper packaging, products may arrive in relatively warm conditions. As we have stated in our Terms and Conditions, the product may lose its efficiency by up to 10% based on our experience and test results. However, you will still see good results because storing the product at a temperature higher than 8°C will only lose some % of active ingredients. Toxins will still be effective and not dangerous.

Manufacturers have informed us that products like Innotox are diluted, have heat resistance, and can be stored up to 40°C. It is highly recommended that the products be stored in the fridge upon receiving.

Product description is provided with every package, which contains all information. Contact us for any issues regarding the storage process.

Can I request a specific delivery date?

We apologize, but once you place an order and complete the payment, we will dispatch the package from our warehouse within 24 hours based on the time of payment. Therefore, it is not possible to specify a particular delivery date. If, for personal reasons, you cannot receive the package on time after it has been dispatched, you will need to contact the delivery service directly to arrange a suitable delivery time. We apologize for any inconvenience caused. If you cannot receive the goods for personal reasons, we cannot offer a redelivery or refund.

What is the estimated shipping time?

USA

It takes 2 to 5 business days for packages to be shipped worldwide once it is shipped out. However, due to the flight schedule or customs issues, it may sometimes be delayed.