Placing Your Order
You can order thru our website, phone, and mail.
For orders faxed or mailed we recommend that
you contact us via email at firstname.lastname@example.org or call at 1-626-378-8138
to confirm that we received your order.
Please use the order form when placing a fax
or mail order.
We are able to accept payment via PayPal (confirmed
addresses ONLY), money order and certified check. You can also use
your credit card, bank transfer and debit card through PayPal (click
here to find out more). We also accept cash for will-call orders.
If you submitted your order online but did not
receive an order confirmation via email, please contact us via email
at email@example.com or call us at 1-626-378-8138 to confirm that
we received your order, and to further assist you.
We will do everything possible to keep you informed
of your order via email. Tracking numbers are sent via email once
they are available. The emails are usually sent on the evening of
your order ship date by UPS, FedEx or USPS. On the rare occasion that
you do not receive this information, you may email us at firstname.lastname@example.org
or give us a call at 1-626-378-8138 for your order status or tracking
number. We will also contact you via email, unless noted otherwise,
if there are any issues regarding your order.
Call us immediately at 1-626-378-8138 to let
us know of the issue. Due to the number of orders we receive, we may
not catch the duplicate order and both orders may be shipped if we
are not informed.
Canceling an Order
Orders cannot be cancelled or refused after
the orders have been shipped. Refused orders are subject to an automatic
25% restocking fee plus return freight charge. Orders cannot be cancelled
or refused due to delay in shipping or order processing.
We do not have a storefront, but we do have
a business office in Alhambra (California) that allows local customers
to pick up their orders. Will-call orders must be placed by phone
so we can assure product availability and make an appointment for
We are able to ship to most countries via USPS
International Priority or Express Mail Service. Orders will typically
arrive to you within 6-10 days for Priority (4-6 days for Express)
from the time that it ships from our warehouse. Any brokerage fees,
tariffs or taxes will be billed to you directly by your local Post
Office or Government. You can contact your local Post Offfice to find
out what those rates are.
If your order arrived damaged, please contact
us within 24 hours of arrival. All packages shipped from XenonRider.com
are insured and damages are covered by the carrier and we will be
happy to assist you in filing the claim with the shipping carrier.
Please note that orders cannot be returned, cancelled, or rejected
due to shipping delays unless express service was requested at the
time of ordering.
If a package is damaged by UPS or FedEx XenonRider.com will file the
claim with the carrier.
If a package is damaged via USPS, the customer will file the claim
with the carrier and the claim will be settled with the customer.
For a limited time, no sales tax will be charged
for all orders! We pay the sales tax for you!
To avoid returns, we suggest you ask about any
product you are unsure of and their warranties before you order.
For Closed Packages Only:
We cannot accept returns of products once they
have been opened. Before opening each product, please check its packaging
and label carefully to be sure you received the correct product and
version. If the supplier's original packaging and seal is still intact,
you may return the product to us within 30 days of purchase for an
exchange, merchandise credit or refund (excluding shipping and handling
charges), subject to a 25% restocking fee. Return shipping to us is
at your own expense. Regarding orders where XenonRider.com has paid
for shipping and handling charges, shipping and handling charges are
defined to be 10% of order totals.
RMA (Returned Merchandise Authorization)
All products returned to XenonRider.com must
be accompanied by a valid Return Merchandise Authorization (RMA) number
issued by us within 30 days of your original invoice date. RMA's will
not be issued after 30 days. RA's expire in 10 days after they are
issued and cannot be extended or re-issued. All returned products
must be 100% complete in original packaging unopened and in resalable
condition, with all packaging, software, manuals, cables, components,
blank warranty cards and other accessories and documentation included.
A valid RMA number must be written clearly and conspicuously on the
outside of the packaging. Incomplete or unauthorized returns will
Any deviation form the returns process outlined
above will result in a delay of your refund, exchange, an additional
restocking fee, and possibly a refusal of your return. Shipping and
handling charges are not refundable. On items where shipping and handling
is not billed or is free, shipping and handling charges will be approximated
to 10% of the regular retail price of merchandise. The customer is
responsible for shipping charges and insurance on all return shipments
including defective items. Under all circumstances, nobody is ever
authorized to use XenonRider.com's shipping account numbers. This
is a fraudulent activity and will be pursued without exception. This
applies to not only packages shipped for personal purposes but also
packages that are shipped to XenonRider.com.
If packages need to be returned to us, please
email us at email@example.com or call us at 1-626-378-8138 for
an RMA number and return shipping procedures.
All returns are subject to a 25% restocking
fee. Refunds can be placed back into your PayPal account or as a store
- XenonRider.com will only take back new and
unopened items for a full refund minus a restocking fee.
- The customer is responsible for shipping charges and insurance on
all return shipments.
- All original equipment, components, manuals, cables, and packaging
will need to be returned in order for XenonRider.com to process your
- If UPS, or FedEx damaged a package, XenonRider.com will file the
damaged items claim with the carrier. Please call us at 1-626-378-8138
- If USPS damaged a package, the customer will need to file the claim
with USPS and all USPS claims are settled with the customer. We will
provide you with the necessary insurance/delivery confirmation numbers.