1. What should I do if I want to change address?
If you need to modify your address after placing an order (whether it’s a pre-order or in-stock order), please contact us immediately! You can reach us directly through our website or email us at (service@xmaonline.com).
For in-stock products: We default to shipping at the fastest speed possible. Therefore, it’s best to ensure that the address you provide during the ordering process is accurate. However, if you have an urgent situation that requires changing the address, please contact us as soon as possible. Once the tracking number is updated, we basically have no way to help you change the address.
For pre-order products: Since the duration of the pre-order period is uncertain, please remember to contact us if you move or if there are any other situations where the delivery address needs to be changed. We can only guarantee the use of the address provided in your order, but we are not obligated to monitor any changes in your address. Once the product is released, we will email you a notification. If your address has changed at that time, please contact us promptly.
2.Tracking Stopped Updating:
The “Departed” status of the airline means that your order has been dispatched and may have reached your country. However, there is a large backlog of goods in the United States or Canada, and the post office is usually slow. The tracking may stop updating within 15 to 40 days.
Don’t worry. The goods are still in transit. Please wait patiently.
Sometimes, the tracking information might not be updated within 45 days. (During certain periods of the year, especially for economy shipping methods, it could be up to 60 – 90 days.)
If you find that the tracking information has not been updated for more than 60 days, please contact us through our after-sales service. We will check the tracking situation and send you 1.2 times the original price in the form of a coupon.
You can use these coupons to purchase the goods you want. If any problems arise in the future, we will contact you and reclaim the coupons. Our loss rate is very low.
The shipping situation is good on other days, but it will be very bad under force majeure circumstances.
3. Where you ship the package from?
We ship from China to worldwide.
4.How to track my items?
You can also log in to “https://t.17track.net/zh-cn#nums=” to check the logistics information of the tracking number.
5.What’s the difference between different shipping methods?
In most cases, we will use fast and stable commercial shipping methods to ship packages
*For packages under 2kg we will use”Economic Shipping” or “Standard Shipping”.
The difference between these two shipping methods is delivery time. Both of them are stable, but “Standard Shipping” is relatively faster than the other one. On average, “Economic Shipping” will take around 12-25 days to deliver, and “Standard Shipping” will take around 8-12 days in most cases.
*For packages over 2kg we will use “Economic Large Package Shipping”, As the name suggested, this shipping method is relatively cheap. The delivery time may vary depends on the country. You can also select “Express Shipping” to upgrade the shipping method. It will cost more, but worth every penny and we highly recommend you to use this shipping method.
6.Why I didn’t get a shipping notification?
We will send an email to your registered address to notify you of each of our orders. Please make sure the email address is correct before making a purchase.
If you don’t receive the email after registration, please check the spam folder.
You can also add these email addresses to your contacts so that all emails from us do not go to the spam folder:
xmiaonline@gmail.com General Customer Service
service@xmiaonline.com All tracking and order information
7.Will you ship all my items together or would be multiply packages?
If you bought some items in one order, we won’t ship them together normally. We ship them separately to reduce the customs tax and the risk of breakage during the shipping.
8.Why are there several tracking numbers in the order detail?
In most cases, it means the tracking # We uploaded previously and has been updated into a different one.
In other cases, there might be multiple items in the same order, and we have multiple tracking #s for each item. However, due to technical limitations, we can not specifically mark each item with the correct tracking#. If you have problems with the tracking please contact us
9.What should I do if the tracking shows the package has been returned or something weird.
Contact us if you find your package has been returned or any weird thing happens. We will deal with it soon.
You can also contact your local post office once it’s in your country for more info.
10.How do you guys deal with custom tax?
For United States buyers, the Good news, there will be no tax at all. Sweet
For EU countries buyers, the tax of the package under 2KG is already included in the shipping cost.
For other countries (Canada, Peru, UK etc.) We always mark the value around 15-50USD for each package to lower the chance for you to get taxed for importing goods.
If your tracking number starts with CY, please read the instructions below carefully:
Customs authorities may randomly inspect parcels and may charge additional taxes or fees in accordance with their regulations. We kindly request that our customers be aware of this potential additional cost when placing orders for larger items.
Contact us first if the shipping company asked you to pay tax, we may help you out there.