Shipping policy

At Xylem LA, each piece is crafted, inspected, and packaged with care before shipment. Our goal is to ensure your order arrives safely and on time, while maintaining full transparency throughout the delivery process.

1. Processing Time

All orders are processed within 3–5 business days (excluding weekends and holidays) after payment has cleared.

During product launches, limited drops, or promotional events, processing times may extend to 7–10 business days due to high order volume.
You’ll receive an email notification once your order ships, including a tracking number.

Please allow up to 24–48 hours after receiving your tracking email for carrier updates to appear.

2. Domestic Shipping (U.S.)

We offer nationwide tracked shipping via reputable carriers such as UPS, USPS, or FedEx, selected at our discretion.

  • Standard Shipping: 3–7 business days

  • Express Shipping: 1–3 business days (available at checkout)

Delivery times are estimates and may vary due to weather, carrier delays, or holiday congestion.
Xylem LA is not responsible for shipping delays once the order has left our facility.

3. International Shipping

We ship worldwide to most countries.
International orders are shipped via DHL Express, FedEx International, or USPS International Priority depending on destination and service availability.

  • Transit Time: 7–21 business days, depending on location

  • Duties & Taxes: All international customers are responsible for any customs duties, VAT, or import fees imposed by their country.

If a package is refused due to unpaid duties or taxes, the order is not eligible for refund once it returns to us.

4. Pre-Orders & Made-to-Order Items

If an item is marked as pre-order or made-to-order, please note the estimated delivery window on the product page.

Pre-order timelines are approximate and subject to production or material delays. You’ll be notified if your order’s ship date changes.
Placing a pre-order signifies acceptance of extended fulfillment timelines.

5. Address Accuracy

Please ensure your shipping information is entered correctly at checkout.
We are not responsible for packages delivered to incorrect or incomplete addresses provided by the customer.

If you realize an address error after ordering, contact contact.xylemla@gmail.com within 24 hours. We will do our best to update your order before it ships.

Once an order has been shipped, address changes cannot be made.

6. Lost, Stolen, or Delayed Packages

Once an order is marked “Delivered” by the carrier, Xylem LA is not liable for lost or stolen packages.
If your package is marked delivered but you cannot locate it, please:

  1. Verify the shipping address provided at checkout

  2. Check with household members or neighbors

  3. Contact the carrier directly for a delivery trace or claim

We are happy to assist with documentation for carrier investigations, but replacements or refunds for lost/stolen packages are issued only at Xylem LA’s discretion.

7. Delivery Issues & Damage

If your order arrives damaged or appears tampered with, please email contact.xylemla@gmail.com within 48 hours of delivery with:

  • Photos of the damaged packaging and item

  • Your order number

  • A brief description of the issue

We’ll work with you to investigate and, if applicable, replace or refund your item once verified.

8. Signature Confirmation (High-Value Orders)

For security and fraud prevention, orders above a certain value may require signature confirmation upon delivery.
This protects both the customer and Xylem LA against unauthorized claims and chargebacks.

Refusal to sign for a verified shipment may result in the order being returned to sender, and return shipping fees may be deducted from any refund.

9. Split Shipments

If your order includes multiple items, they may be shipped separately at no additional cost.
You’ll receive separate tracking numbers for each parcel when applicable.

10. Order Tracking

Once your order ships, you will receive an email with tracking information.
You can track your package directly through the carrier’s website.

If tracking shows your package as “in transit” for more than 10 business days without movement, contact us and we will reach out to the carrier on your behalf.

11. Cancellations

Orders can only be canceled within 24 hours of placement, provided they have not yet been processed or shipped.
Once an order enters fulfillment, it cannot be modified or canceled.

12. Chargeback & Fraud Protection

All orders are subject to verification for fraud prevention.
We reserve the right to cancel or hold any order pending identity verification if suspicious activity is detected.

By placing an order, you agree not to initiate a chargeback or payment dispute without first contacting Xylem LA to resolve any delivery or fulfillment issue.

We document all shipments, tracking scans, and delivery confirmations to dispute unauthorized chargebacks.

13. Customer Support

For shipping inquiries, order tracking, or assistance:
Email: contact.xylemla@gmail.com

Summary

  • Processing: 3–5 business days

  • U.S. Delivery: 3–7 days standard, 1–3 days express

  • International: 7–21 days; duties & taxes not included

  • Contact us within 24h for address edits or cancellations

  • Xylem LA not responsible for lost/stolen packages after carrier delivery

  • Signature required on high-value shipments

  • No chargebacks — contact us first for resolution