Ordering & Returns
We accept Visa, MasterCard and American Express credit cards. We are unable to accept international credit cards for online purchases. Your credit card will be charged once your order has shipped.
Before placing your online order, please review all information carefully, and choose an appropriate shipping address especially if your order will be shipped with Signature Confirmation. No changes to your order can be made once it has been placed.
You will receive an order confirmation via email within 24 hours of placing your online order. If you do not receive your order confirmation, please contact Customer Service at email@example.com.
You will also receive a shipping confirmation via email when your order has shipped from our warehouse. It will contain information to track your order. Please note: some carriers do not scan parcels at pick up so detailed tracking information could be delayed by up to 48hr and it may incorrectly appear as your order is not in transit.
If it has been more than a 4 business days since placing your order and you have not yet received your shipping confirmation, please contact Customer Service at firstname.lastname@example.org for and update.
Please note that Xcel is closed on all weekends & Holidays and for the week between Christmas and New Year's Day. Any orders placed during these times will be accepted, but will not be processed until the warehouse reopens.
Xcel Canada attempts to process and ships all order within 2 business days from Vancouver Island, British Columbia. Typical transit times varies between 2-15 business days and varies based on where you are located, with Quebec and Maritimes being the longest.
Our carriers do not guarantee delivery dates but if you require an order by a specific date please make a comment when placing your order and we will respond with and ETA and give you the option to have your order refunded prior to fulfilling it.
30 Day Return Policy/Procedure
If you are not satisfied, you may return some or all regular priced items in your order for a full refund within 30 days of the original purchase date.
To return an Xcel online purchase, please follow these steps:
- Contact Returns & Warranty Department at email@example.com to request a return authorization. Please provide your order number and details of the item(s) you would like to return.
- Once received, we will reply with a return authorization number, a pre-paid return label and instructions .
- Product must be returned UNUSED and in its original packaging. Pack the product appropriately to ensure it is not damaged in transit.
- Unless you have requested size exchange, the value of returned merchandise will be credited to your original form of payment. (Shipping is non-refundable and will not be credited.) Refunds are typically reflected on credit card statements within 7 to 14 days of issue.
- We will contact you when your return request has been processed.
Sale or discounted (Promotional code) items can only be returned for an Xcel Online Store Credit. Return Shipping will be at customer’s expense.
Please contact Customer Service at firstname.lastname@example.org.