NOTE: Due to the strict COVID-19 safety protocol you may experience longer than normal shipping times.
Thank you in advance for understanding and allowing us to try to keep everyone safe
I just placed an order, can I cancel it?
Unfortunately, we are unable to cancel an order once it has been fulfilled, and packed. We strive to dispatch orders efficiently to meet the expectations of our valued customers.
I only received one of the items in my order, where is the rest?
We do our best to pack all item(s) to the specifications of your original order, if for some reason you are missing an item(s) upon your delivery please e-mail Customer Service at email@example.com subject: missing items.
Can I change my ship to address after my order has been placed?
Please note we are unable to update an order once it has been fulfilled, and/or packed. We do not change addresses placed on orders for security reasons. You’re welcome to contact USPS and have the package forwarded to your new address. We strive to dispatch orders efficiently to meet the expectations of our valued customers.
Can I change my order after it has been placed?
Our warehouse pick & pack team fulfills each order according to invoice. Unfortunately, we are unable to change items or sizes once an order has been placed, but we’ll do our best to get your change made before your order goes out.
How much will it cost to ship my order?
Domestic Orders: All domestic orders shipping cost are based on weight and ship to address. Enter your address at check out to see your shipping rate.
Canada & Mexico Orders: All Canada and Mexico orders shipping cost are based on weight and ship to address. Enter your address at check out to see your shipping rate.
International Orders: All international orders shipping cost are based on weight and ship to address. Enter your address at check out to see your shipping rate.
Note: Your country may charge tax and duty fees to take delivery of the items you've ordered based on the value of the item(s) being delivered. This is not a fee or tax set by the sender but by the ship to country to receive packages from outside of the country you reside in.
What shipping carrier do you use to delivery orders?
The United States Postal Service. At this time we only offer priority shipping through USPS.
Will you provide tracking?
Yes, once your order has been fulfilled, packed, and had a label created to generate your tracking number you will automatically receive an e-mail confirmation.
Tracking is telling me my label has been created, but it's not updating where it is. Why is this?
This means one of two things: It is being processed currently or USPS did not capture the initial scan when they picked up your order. Tracking will be updated as soon as USPS scans the shipment into their system.
How long will it take to receive my order?
All orders are shipped via United States Postal Service with standard ground delivery service. Please allow 3-4 BUSINESS DAYS for order processing and payment verification as well as an additional 3-4 business days for delivery. International orders can take up to 21 days to arrive.
What if my order is lost?
If the address provided to us upon checkout matches the exact address we shipped your order to and your tracking reads as successfully shipped, it is the sole responsibility of USPS to deliver it to you. We are not responsible for lost or stolen packages and you should contact your local post office should any problems arise. Tip: if you're not going to be home during delivery hours, we suggest calling USPS and asking them to hold your package at a local post office for pick up to prevent it from being lost or stolen. If an item is returned to sender for an incomplete/incorrect address, store credit less the shipping cost will be issued upon the Xiuhtezcatl Shop receiving the package.If your tracking information states that your package was delivered and you have not received it; you must contact us within 10 days to file a claim. We will assist you in working with the carrier to complete the claims process. Claims can take up to 30 days, depending on the shipping carrier used, to complete.
Xiuhtezcatl Shop does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.
What is your return policy?
If you are not 100% satisfied with your purchase, you can exchange or return your order to us within 14 days to receive a store credit only.
How do I exchange or return an item(s)?
All exchanges and/or returned products must be unworn, in the state you received them, and in the original packaging.
Please send your return with your packing slip/invoice to:
ATTN: DD Merch
2924 E. 54th Street
Vernon, CA 90058
Please feel free to contact Xiuhtezcatl Shop directly with any questions at firstname.lastname@example.org