XR Brands Shipping and Return Policy
Estimated Shipping Transit Times:
Standard Shipping: 3-7 Business Days
UPS Ground: 1-5 Business Days
Express UPS 2nd Day: 2-Business Days
International Express: UPS 3-5 Business Days
If you plan to use your own shipping company, please provide us with all relevant shipping information.
This will include your freight company, address, phone number, contact person if available, email
address, and any and all other required information in order to schedule your shipment properly.
Please note that due to high order volume, once orders have been processed by our office and picklists
printed for the warehouse we will not be able to change the shipping method or make changes to the
order such as changing quantities or adding/removing items.
Any requests to “add-on” must be processed as a new order and will have its own turnaround time based
on the new order date.
We strive to ship all orders received within 72 hours from the time of receipt.
• Back orders are shipped per your instructions.
• All orders are shipped EXW Huntington Beach, CA.
• Orders are shipped via your chosen shipping method.
• The customer is responsible for all freight charges, insurance, handling charges and C.O.D. fees.
*Again, please allow 72 hours for us to process your order.
Customs and Brokerage Fees:
Customs departments of other countries may charge extra fees or tariffs for international shipments. Such
fees vary, and you should contact your country’s customs department to confirm what additional fees you
will need to pay to claim your shipment. Because these fees vary, XR Brands will not calculate or include
these fees in your total. The receiver will be responsible for any of these fees and charges.
Ready orders not picked up within 10 working days from notification are now subject to a storage fee of
$10 per day per pallet.
Orders not picked up for more than 1 month from invoice date will be canceled and returned to stock
automatically with a restocking fee of 25% invoiced to the customer
XR BRANDS DIRECT CUSTOMER RETURN POLICY
US Customers: All returned merchandise must be accompanied by an approved Return Merchandise
Authorization (RMA) number. Please contact your XR Brands representative to request the RMA.
International Customers: Should report all mis-ships or damages of items, packaging or outer
cartons upon receipt of their order, not to exceed 6 months from purchase date. Please email your
Sales Rep: item #, qty, reason of damage or mis-shipment. Please do not discard of the product.
Photos or videos if value exceeds $100 USD of all that apply: damaged pallets, carton, retail
packaging and items. You Sales Rep will inform you know how we will rectify the issue.
Unauthorized returns may be returned to customer at customer’s expense, or subject to additional
restocking fees and freight to be paid by customer.
Defective Merchandise may be returnable with prior authorization only within 3 months of invoice date
with exceptions below. Defective product, properly noted damaged product and returns that are the result
of a XR Brands error may be returned at XR’s expense and for a full credit, subject to the other provisions
of this policy.
- Defective Full size dolls: Defective doll returns will be accepted within 30 days of receipt of goods
after review of submitted images of outer packaging, inner packaging and the doll defect. XR
Customers including distributors must inspect each doll received for any damage upon arrival and
immediately request an RMA. Dolls should be stored or displayed in standing position only with
no limbs bent and with all clothing and wigs removed. If using the doll stand (XR986) to display
the doll, lower the seat of the stand to the lowest possible position. The position the doll on the
floor away from the stand and display to bend the joints of the doll into the correct position to
stand on its own freely. Then, with two people, lift the doll by the armpits and position it over the
stand and in the display. Reposition again until the doll stands on its own, unsupported. Then
raise the seat of the stand up to the point it is barely touching the doll and lock in place. Dolls
weight should be completely supported by its feet and not by the seat of the stand. The stands
seat is only to be used to help balance the doll and prevent it from falling forward or backwards. If
not positioned properly, over time the doll material will start to tear from the pressure against the
stands seat. Dolls must be stored or displayed naked to avoid material interaction with other
plastic materials that are often found in panties, bras, wigs, clothing and shoes. Dolls skin is
somewhat fragile and can be pinched when moving if not handled properly. All dolls are inspected
for tears before they are shipped to customers. Therefore skin tears will not be accepted as a
defective return reason. XR does not provide spare cartons for defective return so please do not
discard the box the doll arrived in. It is the responsibility of the Customer who purchased the doll
from XR to relay this information to their customers. Returns from secondary customers will not
be accepted. They must be processed between XR’s direct customers and XR only within the
window above. Used dolls will not be approved for return.
- Thunderstick Wand, Thunderstick 2.0 and the Divinity Wand hold a 1-year warranty.
- Inmi Shegasm and Vibrassage products hold an extended 5-year warranty.
Merchandise: Non-defective returns will incur a 25% restocking fee and must be returned within 3 months
of purchase. Returns for credit must be in resalable condition which will be determined upon receipt.
The following conditions will not be considered for return:
– Used products
– Special or custom products made to customer specifications
– Products returned in altered or damaged packaging.
– Issuance of RMA number does not guarantee credit. Credit issuance is dependent on confirmed
receipt/review of returned products and is subject to the other terms of this policy.
Damages or Shortages: Customer must notify XR Brands of any damages in transit or shortages within
five (5) business days of receipt, or XR will hold no obligation to process credit or arrange for product
Products Shipped in Error by XR Brands: Customer must notify XR Brands of any shipping errors or
disputes within five (5) business days of receipt. Products shipped in error by XR Brands are freely
returnable for full credit, provided that such returns are made within thirty (30) days of receipt.
XR BRANDS CONSUMER PRODUCT WARRANTY POLICY
If your product fails to work due to any defect in workmanship or materials, XR Brands Warranty
Department Representatives will work with you on an amicable solution. All defective items will be
replaced with brand new items. If the item you purchased has been discontinued, our Representatives will
work with you on a comparable replacement item. The Consumer will be responsible for shipping the item
back to our facility for replacement.
• All of XR Brands products come with a 30-day limited warranty, unless otherwise noted.
• The Thunderstick Wand, Thunderstick 2.0, Divinity Wand and Bloomgasm hold a 1-year warranty.
• The Shegasm, Vibrassage & Lickgasm by INMI products hold an extended 5-year warranty.
You will need to contact Customer Service to obtain an RMA number. Our Warranty Department can be
reached Monday through Friday from 8:00 AM to 4:30 PM.
Toll Free: 888-261-4181
WARRANTY SUBMISSION REQUIREMENTS:
To obtain a Manufacturer Warranty of your product, we require the following information:
- Proof of purchase in the form of a copy of the original receipt showing the defective item and the date
of purchase. A warranty replacement will not be issued unless a proof of purchase can be provided.
- A short description of what the issue is.
- A photograph of the defective item may be required.
An RMA number which will be given to you when contacting Customer Service.
Once your RMA has been processed by our Returns Department, we will contact you with your
replacement information. If the item is found to have been opened in a manner in which the inner
workings and/or wiring has been exposed, the warranty will be null and void.
PRODUCT WARRANTY CLAIMS FORM:
Please read our returns and warranty requirements before contacting XR Brands.
Click here to obtain the warranty claim form.