Terms and Conditions
Is there a minimum order requirement?
No, you can order as little as you want.
What if I need to add to an order I have already submitted?
For additional items just log back on to the website and place a new order. Please put a note in the order that it is an add on to your previous order.
Returns & Defective Merchandise
WHAT DO I DO IF I HAVE A DEFECTIVE PRODUCT?
- Contact us regarding any replacement and return. All returns require a return authorization number.
For hygiene reasons, sex toys and underwear can not be returned.
- WHAT DO I DO IF I RECEIVE DAMAGED MERCHANDISE?
- All merchandise is carefully verified and packed before it leaves our warehouse. Any products that are damaged must be reported to us within 48 hours from receipt of goods. We will replace any damaged items. If you receive a shipment with exterior damage, or has been opened or re-taped, you must file a claim at the TIME OF DELIVERY WITH THE DRIVER. Please make sure the driver notes the problem in his delivery record. Save the original cartons and packing material for inspection by the carrier. Take pictures and email to us. Let us know immediately. We will follow up on the claim.
- WHAT IF I DO NOT RECEIVE AN ITEM I AM BILLED FOR?
- All Orders are carefully picked and verified by scanning each individual item thru our verifying software to eliminate any human errors while picking. However, on occasion errors may occur. Make sure to check in the packing material, many times smaller items get missed when unpacking the order if there are some cushioning material is added to secure the safety of products. Please check carefully. if there is still any discrepency, please contact us.
HOW ARE BACKORDERS HANDLED?
We don’t keep backorders. You can re-order items on your next order.
WHEN WILL MY ORDER BE SHIPPED?
Our goal is to ship all orders the same day. For same day shipping, orders have to be in before 11am. All other orders ship usually within 24 hours.
WHICH CARRIERS DO YOU USE TO SHIP MY ORDER?
We ship via Canada post.
WHAT IF THE CARRIER HAS RETURNED MY ORDER TO XOLove?
Please contact us immediately. Refused or returned orders can be shipped again once with additional shipping charges. The customer can be charged a 15% restocking charge and all shipping charges on restocked orders.
WHAT FORMS OF PAYMENT DO YOU TAKE?
We take Credit card and Paypal.
WHEN IS MY CREDIT/DEBIT CARD CHARGED?
It is charged on the same day as the shipping day.
WHAT IF MY CARD DECLINES?
You will be contacted and the order will be held till we get a response.