FAQs
Contact
How to Reach Us
Email: support@thexstance.com
Phone: 800-906-7255
Contact form: thexstance.com/contact-us-page/contact-us
Youtube: youtube.com/channel/UCI6AU7cpwrwxM9qp1Oq3A4Q
We respond to all emails, messages, voicemails within 1 business day. Waiting times may vary as we respond to tickets in order they are received. The fastest way to get in touch with us is through email!
Ordering
How can I pay?
You can pay through American Express, Visa, Mastercard, or PayPal. We use encrypted SSL certificates to ensure a safe and secure checkout process.
In what currency will I be charged?
Transactions will be charged in USD ($). If your payment method is not in USD, your bank will automatically convert your transaction to USD using the current exchange rate. We have a currency converter built into our site to give an accurate estimate of your total purchase price.
Can I buy your products in retail stores?
XSTANCE is an online-based company, which helps keep prices low for our customers! Our products are online only. We understand that some people like to test products in-person, so that’s why we’ve made ordering absolutely risk free. Each product has a 100% money back guarantee as specified on our product page, and we have a generous return and refund policy.
How to choose the right size?
Simply choose your size in US / UK / EU sizing and we’ll select the best fit for you! We’ve gone through countless tests and reviews to match our product sizes to your correct foot size, so you can rest assured that the correct size will be selected for you.
How can I cancel my order?
We aim to ship your order within the next business day of a purchase, so cancellation is possible only within 24 hours from order. If your order has already been shipped, it can’t be canceled, but it can be returned after delivery according to our refund policy.
I didn’t receive order confirmation; why?
We send an order confirmation email immediately after all purchases. If you haven’t received an email within 10 minutes, check your spam folder. If you don’t find the confirmation there, please contact us via contact form and we’ll help you figure things out!
Discounts
How can I apply my discount code?
If you have a discount code, you can apply it at checkout. Enter your code in “Gift Card Code” field and click “Apply.” Afterwards, your discount will be applied to your order!
Do you offer bulk discounts?
Yes! If you want to order a large quantity of our products (above $300), please send inquiry to support@thexstance.com or via our contact form.
Shipping
What is delivery time?
After placing an order, please allow 1 - 2 business days for us to dispatch it. Shipping generally takes anywhere between 2 to 5 business days for US orders and 5 to 15 business days for international orders.
Where do you ship to?
We offer free shipping on orders to 50+ countries!
Can I track my order?
Track your package here: https://thexstance.com/pages/track
Returns
Can I return the order?
Yes, we provide a 100% risk free purchase experience. Your product can be returned and refunded as long as it remains in good condition and your return is timely. Please check our full refund policies at thexstance.com/pages/return-policy
Can I exchange the product?
If a product is faulty or doesn’t fit, exchange is possible with our 90 day money back guarantee. View our full return policy here: thexstance.com/pages/return-policy
If you received a faulty product, please email a photo of the product to support@thexstance for our support team to review.