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XPEL New Website Shipping & Return Policy

Shipping Policy

What should the Shipping policy include: 

  • Which region gets free shipping?  
  • Retail: ordered from the website get free ground shipping from SA in the US. International retail customers have a flat rate of 15$ from SA to anywhere in the world. 
  • Turnaround time for order shipping – mention when the order can be delayed i.e. during holidays, Thanksgiving, Christmas etc. Mention if the deliveries happen on the weekend.  
  • We strive for same day shipping for any orders placed before 3pm in any time zone. Kits can take 1-2 business days to ship. Shipping will be delayed for any holiday but should follow the normal shipping schedule the day after the holiday.  
  • In US do we provide Free shipping to:  
  • See Above.  
  • What service provider do we use?  
  • US: FedEx, UPS, . NetSuite is pretty accurate in the options we have available.  
  • What are the range of shipping options available: ground, international, expedite etc.  
  • US: Ground, 2 Day, 2 Day AM, Priority Overnight and Freight options. Each carrier has different naming conventions for their offering. NetSuite is accurate. 
  • CAD: Ground, Standard Overnight, Priority overnight and freight. NetSuite is accurate.  
  • When will the user receive the order?  
  • 1-5 Business days. International 5-10 Business days 
  • Shipment to P.O. boxes or APO/FPO addresses?  
  • We do only with USPS shipping option. 
  • Shipment confirmation & order confirmation?  
  • They get a sales order confirmation when the order is placed, they get their invoice with tracking number at the end of each day. They also get a delay notification if something doesn’t ship. 
  • International Shipping Policy:  
  • Retail is 15$ flat rate,  
  • Any custom duties & taxes:  
  • paid by the shipper 
  • International Shipping rates and options DHL International 

  

FAQs for Shipping Policy: 

  • When will I receive my order 
  • ETA? Dependent on location? 
  • Do you ship internationally?  
  • Yes, retail 15$ flat rate for ground.  
  • What are the shipping costs?  
  • Same as above. Or pay for expeditated shipping – customers have to call in.  
  • Do you ship to Canada, MX?  
  • Yes, DHL International. Flat $15 
  • Do you ship to Alaska and Hawaii?  
  • Yes. Both ship from SA with FedEx 2 days.  
  • Do you ship to PO Boxes or APO/FPO addresses?  
  • We do but only with USPS shipping option 
  • How do I track my order?  
  • Tracking number is found on the invoice/cash sale. 
  • I haven’t received my order yet?  
  • Track it with the carrier or call CS to start a claim and get a new order shipped out.  
  • Incorrect shipping address or refused delivery?  
  • Call CS immediately. We can have the address updated by the logistics team. Refused delivery will be shipped back to the shipper.  
  • Missing or stolen shipments?  
  • XPEL is in no way responsible for stolen shipments. For missing orders call CS or email support to verify if the item has been shipped and/or delivered. 
  •  
  • Sample Shipping Policy Template: 


Domestic Shipping Policy 

Shipment processing time 

All orders are processed within [number of business days].  

  

State whether or not shipments or deliveries occur on weekends or holidays. Communicate what the customer should expect if your company is experiencing a high volume of orders, and if they should expect any delays. Let them know how you will communicate these changes.  

Shipping rates and delivery estimates 

Customize the following: Shipping charges for your order will be calculated and displayed at checkout. 

Shipment method

Estimated delivery time

Shipment cost

Example: FedEx Standard

3-5 business days

Free

*Add any disclaimers related to shipping services you offer, shipping location limitations, and if delivery delays may occur. 

  

Shipment to P.O. boxes or APO/FPO addresses 

Add information about shipping to P.O. boxes or APO/FPO addresses here. 

Shipment confirmation and order tracking 

Let your customers know when they’ll receive a shipment confirmation and tracking number. 

Customs, duties, and taxes 

Customize the following: [Company Name] is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). 

Damages 

Customize the following: [Company Name] is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier or our support team directly to file a claim. Please save all packaging material and damaged goods before filing a claim. 

International Shipping Policy 

Add information on what countries you ship to outside your home country.  

  

For more information, email support [link] or our help center [link]. 


Returns Policy 

Add information whether you offer returns, how to start the return process, who is responsible for the cost of shipping a return, where they should send the return (note the carrier), and other details on what to expect when making a return or exchange. Include information on how long returns take to process and when customers can expect to see a full refund. 

 

Questions to answer in Refund Policy: 

  • Can I return my order? yes 
  • How do I start my return? When will I get my refund? Calling or emailing CS. Details needed: Order Number, Reason for return,?. Credit memo will be generated once items have been returned and verified. The credit memo will then be either applied to the original replacement order, refunded back to the card used for the purchase or left on the account for application on a new order.  
  • Returning a broken/faculty product? Send pictures to [email protected] 
  • What is the Return timeline?  
  • Any conditions on return? We do not take kit returns that were ordered by error. All XPEL pre-cut kits are made to order and custom cut to fit your vehicle listed. You can only return if the film is defective.  
  • How are refunds issues? How long does it take to process the refunds? Once the CM is generated, the refund should happen within the same week unless stipulated otherwise. 
  • Any fees associated with returns? For example, If the customer paying for return? XPEL covers all returns. A label will be generated by NetSuite using FedEx labels.  
  • Do we accept international returns? Yes, contact CS support. 

 

Eligibility for Returns: 

  • What are the conditions for returns? For example: Item must be unused and in the same condition, item must be in the original packing, only regular priced items will be refunded. Sales items cannot be refunded.  
  • Are there any exempt products from returns? 
  • Do we exchange products? We create replacement orders that go on terms. Customers have 30 days to return the product before the replacement order is charged to them.  
  • Are shipping costs refundable? No refundable shipping as customers