SHIPPING & RETURNS POLICY

UPLEASE READ THESE TERMS OF USE CAREFULLY. BY ACCESSING OR USING OUR websites, mobile applications or other products OR services, YOU AGREE TO BE BOUND BY THESE TERMS OF USE AND ALL TERMS INCORPORATED BY REFERENCE. IF YOU DO NOT AGREE TO ALL OF THESE TERMS, DO NOT USE OUR WEBSITES, mobile applications or other products OR SERVICES.

Last Updated: December 29, 2018.

For our general Terms & Conditions, please see Terms & Conditions.

Acceptance of our Terms & Conditions also implies explicit acceptance, without limit, of this policy and its terms.

SHIPPING

Who is responsible for the shipping costs?

You will be responsible for paying for your own shipping costs for both receiving your order. The cost related to shipping vary of with the parcel content and destination.

How do I change the shipping address for my order or my billing information?

To change a shipping address simply contact customer service and ask if it is possible still.

Your orders are processed and shipped via PayPal. Once they are sent out, the delivery address can't be changed anymore. If you contact us early enough, we'll do our best to hold your order and may be able to modify the address to your preferred shipping address, prior to shipping out.

If successfully intercepted and if your new destination involves extra shipping costs, then we'll inform you before shipping out, so you can still decide what to do.  

Changing a billing address can be arranged by contacting customer service with your new billing details, so we can update it for you. 

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How often do you ship?

We ship every Wednesday. In some cases, individual orders will be shipped prior to their stated ship dates. We tell you when items will ship both in the PayPal screen and in your receipt (by email). If you ever need to expedite an order, just contact info@exaltd.com and we'll do our best.

Want your order to ship sooner? Check out our Available Now section for products we have on hand that we can ship out right away! 

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Expedited Shipping Options

We offer standard a rather slow shipping procedure that takes max. two weeks, depending your location, but only costs 10USD.

Need a package shipped faster? We don't offer faster service at the moment.

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If I need to expedite my order will I still receive free shipping if I order 3 x a 2-pack?

Free shipping only applies to standard shipping within the US, EU, CA, CN, JP, MX, AU, NZ, UK.

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What if I want my package to arrive on a specific date?

We can't guarantee that a package will arrive on a specific date because shipping errors can occur from time to time but we are happy to adjust your shipping date to get as close as possible to a specific arrival time. Our shipment days fall on Wednesdays and standard shipping is 10-15 business days but the majority of our boxes make it to their destinations within 5-8 business days. 

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Why is my order shipping next week?

We ship-off orders by end-Wednesday. Depending on when in the week you place the order, it may seem like it takes a little while because your order will be placed into the following week's shipment, but you can always request your order to be bumped up a week by contacting info@exaltd.com and we will do our best to ship your order early.

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RETURNS

There is a 1-year limited warranty on all purchased cymloks that covers manufacturing defects.

If you are not entirely satisfied with your purchase, we're here to help.

Before initiating any return, or if you have any questions, we encourage you to contact customer service directly via info@exaltd.com.

You could also return items that are bought via our webshop and that are not defect, under the 15-days return policy of our webshop.

Items eligible for return includes un-used Cymloks made by EXA, together with their packaging in mint condition bought directly through or web shop.

Items not eligible for return include used-cymloks, and any EXA product purchased through a third party, any product received as a "trial" or promotional item, and item where any amount of the purchase price has been paid by or through a third party. For EXA products purchased through third parties, please consult that seller's return policy.

For items eligible for return, you have 15 calendar days to return an item from the date you received it. The 15 day return window is from the date the USPS delivers your item to the date you ship it to EXA. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging in mint condition.

Returns should be mailed to:

EXA Returns

EXALTD CO., LTD.

Tung Chun CC, 1202 (12F)

410-444 Shanghai Street

Kowloon, 8523

Hong Kong

Who is responsible for the shipping costs of returns?

You will be responsible for paying for your own shipping costs for both receiving and/or returning your item.

Shipping costs are non­refundable. If you receive a refund, any cost of shipping will be deducted from your refund.

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Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.

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Exchanges

EXA does not exchange products. If you are in any way dissatisfied with your purchase, we encourage you to contact customer service directly.

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Contact Us

If you have any questions on how to return your item to us, contact us.