Order Cancellation Policy
To cancel an order you have placed with XTS, you must contact customer support at firstname.lastname@example.org or by telephone at (615) 742-8663. Every effort will be made to accommodate the cancellation of your order as long as it has not yet shipped.
When contacting customer support to cancel an order, please be ready to provide your name, the order number, and your contact information.
Please note that if the item has shipped, the order cannot be canceled. In this case, you can request to return the item for a refund (minus shipping costs).
XTS products come with a five day money back guarantee (shipping not included). If you are not satisfied with your XTS product, please email email@example.com within five days of the day you receive the product to receive a return merchandise authorization (RMA) number. After you receive your RMA, ship your product via a guaranteed, trackable shipping service (UPS ground, FedEX ground, etc.) to the address provided with the RMA.
Products sent back to XTS for return must have an RMA number clearly marked on the outside of the shipping box.
Products must be returned in new condition, shipped in the original packing material, to qualify for a refund.Worn or abused products or products that are missing accessories or altered in any way will be subject to a minimum 25% restocking fee and/or store credit only. We reserve the right to deny a return in the case of excessive wear or alterations.
The return shipping method must include tracking, insurance, and a declaration of the full value to protect against lost shipments.Return shipping must also require signature confirmation.
Return shipping cost is the responsibility of the customer.
After receiving an RMA number, the customer must return the associated item immediately and it must arrive at our facility within seven days. Returns may be denied if returned more than seven days after an RMA is requested.
Once the returned product is received at our facility, refunds are processed within five business days.
‘Blem’ products or ‘seconds’ are sold as-is and not eligible for refunds.
XTS Custom Shop
2416 Winford Ave.
Nashville, TN 37211
IMPORTANT: Returns sent with no RMA number will be returned to sender.
Out-of-Stock and Backorder Policy
Our inventory can fluctuate throughout the day, so an item indicated as “in-stock” when you place your order may, in fact, be out-of-stock. In this event, we make every effort to contact you by email immediately to notify you that your order will be placed on backorder. The email will also provide you with information on how to cancel the order if you would prefer not to wait for the item to be in stock again. Most out-of-stock items are in stock again within two weeks.
Certain items for sale on our site are not kept in inventory as they are built-to-order. This is indicated on the individual product pages where applicable. Building and shipping usually takes place within two weeks.
Orders in stock typically ship within 1-3 business days. XTS will ship completed orders on Monday, Wednesday, and Friday of each week. We do not ship on Tuesdays or Thursdays. Orders placed and paid before 1:00 p.m. CST on those days will normally ship the same day; orders completed after the cutoff time will ship the next shipping day. Credit Card orders must have valid phone number in order to confirm shipping address if needed. For individual sales, we are cannot ship to freight forwarders unless arrangements are made before ordering.
Typically, all orders within the continental USA are shipped via FedEx. All orders will be fully insured and signature confirmation will be required on most shipments.
In the event that FedEx services are unavailable, orders will ship via USPS Priority Mail. USPS Priority Mail will have delivery confirmation and in some cases a signature requirement (orders over $250 or if the shipping address has an apartment, suite, or office number).
All shipping estimates are from the time of pickup and do not take into account order processing time. To request a shipment without a signature requirement please contact firstname.lastname@example.org or by telephone at (615) 742-8663.
At XTS our international customers are very important to us. Not only do we pack our shipments securely in a box to withstand the long journey around the world, we make every effort to ensure your shipment arrives safely and to your satisfaction. All shipments are fully insured in case of loss or damage.
All International orders shipping with USPS Priority Mail International will ship in a box with Priority tracking, designated with a CJ number. Orders shipping internationally with USPS Priority Mail Express are shipped in a box with Express tracking, designated with an EC number. Global Express Guaranteed® (GXG®) service provides fast international shipping and date-certain delivery with a money-back guarantee to about 180 countries. GXG shipping may be required on orders where shipping alternatives do not allow for full insurance coverage. Customs processing time varies greatly depending on the country and are not included in USPS shipping time estimates. An automated email with tracking details will be sent once the order is processed on the day of shipment.
International shipments are subject to import taxes by the destination country upon receipt. All payment for import taxes on international shipments are the sole responsibility of the buyer. Orders that come back to XTS as not claimed or refused by the customer will receive a refund for the product. Shipping will not be refunded. Please watch tracking on your shipments to be aware of customs processing and delivery.
Important: We cannot declare an order at a lower value or as a gift in an attempt to save on import taxes and/or customs fees. To maintain our continuing ability to ship internationally, your shipment’s value and type will be assigned as indicated by its commercial invoice.
For specific shipping questions please contact customer support at email@example.com or by telephone at (615) 742-8663.
At XTS we make every effort to support our dealers and distributors – please review our Dealers Page to find a dealer near you.
XTS Non-Transferrable Limited Warranty
XTS warrants the product to be free from defects in material and workmanship for a period of one (1) year from the original date of purchase. If the product fails within the warranty period, XTS will repair or, at our discretion, replace the product at no cost to the original purchaser.
This warranty covers defects in manufacturing discovered while using this product as recommended by XTS. This warranty does not cover loss or theft, nor does the coverage extend to damage caused by misuse, abuse, unauthorized modification, improper storage, lightning, or natural disasters. Damage caused by any of the above circumstances may result in a non-warranty repair fee.
Limits of Liability
In the case of malfunction, the purchaser’s sole recourse shall be repair or replacement, as described in the preceding paragraphs. XTS will not be held liable to any party for damages that result from the failure of this product. Damages excluded include, but are not limited to, the following: lost profits, lost savings, damage to other equipment, and incidental or consequential damages arising from the use, or inability to use this product. In no event will XTS be liable for more than the amount of the purchase price, not to exceed the current retail price of the product. XTS disclaims any other warranties, express or implied. By using the product, the user accepts all terms herein.
How to Obtain Service Under this Warranty
Please contact customer support firstname.lastname@example.org or by telephone at (615) 742-8663. for Return Authorization and information. Proof of original ownership may be required in the form of a purchase receipt.
For products purchased through a dealer, please contact the XTS dealer from which the product was purchased from in order to arrange warranty repair service.