FAQs

I have a general product question regarding an item from the X Shop. Who can I contact?

For general questions regarding X merchandise, you can contact us.

What do I do if I need to make changes to my order?

For regular orders (excluding pre-orders), no changes can be made once an order has been placed. Customers are responsible for ensuring they enter the correct information upon checkout, and we are not responsible for any missing or undeliverable packages due to typos or incorrect addresses entered by the customer.

How soon will my order be processed and how will I know when it has been shipped?

You will receive a shipping notice via e-mail when your order has left the warehouse. Orders are fulfilled Monday through Friday.  Most in-stock orders ship within 3-4 days business days of being placed. Due to the recent order volume, shipments may be delayed. Pre-order items have separate processing times and will ship in the timeline indicated on the individual pre-order product page.

How can I track my order?

When your package has shipped, you will receive a confirmation via e-mail that also contains tracking information from the appropriate carrier.   

There is a problem with my shipment/my order never arrived - what should I do?

If you experience any problems with your order, please submit a help request HERE.

What types of payment does the X Shop accept?

The X Shop accepts all major credit cards.

Do you accept exchanges?

No, we are unable to accept direct exchanges.  

Can I return a product purchased from a third party?

Items purchased from a third party must be returned directly to that seller. We cannot accept the return of goods purchased from any third-party vendor.

Am I eligible for a return?

We only accept returns of items that have been delivered within the last 14 days, and are returned in the condition in which they were shipped. This includes, but is not limited to, ensuring items are unused, unworn, have not been stained or washed, and still have the original tags attached.   

How do I return a product?

For domestic orders, if your return meets the above criteria, please visit the link HERE to initiate your return. Please note that the return shipping cost will be deducted from your refund. Refunds will be returned to your original method of payment within 7-10 days of X receiving your return. If your item does not meet the above criteria upon inspection, you will not receive a refund. If you have any other questions, please submit a help request HERE or send an e-mail with your order number to merch@shop.x.com and an X representative will be in touch.