Shipping policy

Due to the collectible, personal care, and limited batch nature of Xyrena’s products, we have implemented a policy of no cancellations, returns, or refunds due to buyer’s remorse or dissatisfaction with a product. Since we are unable to restock or resell used goods, this policy allows us to prioritize our efforts on continuously bringing our customers unique and exceptional products.

Delivery Terms & Xyrena Shipping Protection: Orders ship at the buyer's risk once we hand them to the carrier, and we do not replace or refund orders that the carrier loses or damages, unless you add optional Xyrena Shipping Protection in your cart. Protection is available for orders delivered within the United States, costs 2% of your order subtotal (shown before you pay), is only added if you choose it, and can be removed at any time before you pay. With Protection, getting your order to your shipping address in good condition is Xyrena's responsibility: if it is lost or damaged on the way, we reship the affected items at no charge, or, if we cannot reship them, cancel that part of your order and return what you paid for it. Protection ends when the carrier delivers to your shipping address and does not apply to packages taken after delivery; if tracking says delivered and nothing reached your address, we check the carrier's delivery record and reship if it shows the package went somewhere else. Claims are made at xyrena.com/claims within the window shown there for your order: lost orders after the carrier's late-delivery period and within 30 days of shipment; orders marked delivered but not received between 7 and 30 days after the delivery scan; damage within 7 days of delivery, with photos. The Protection fee is not returned once an order ships. Full terms are in our Terms of Service. Nothing here limits consumer rights that cannot be waived under the law where you live.

Fast-Track Processing: Optional, $25 per order, and only added if you tick it in your cart. It moves your order to the front of our processing queue: we hand it to the carrier within 2 business days of your order (Monday to Friday, excluding U.S. federal holidays; an order placed on a weekend or holiday starts the next business day) instead of our usual 5–10 business days. It does not change the shipping method or the carrier's transit time. It is not available for pre-orders, for items not shown as in stock, or for wholesale orders; if it is added to an order that cannot be fast-tracked, we refund the fee. If we do not hand a fast-tracked order to the carrier within 2 business days, we refund the Fast-Track fee. Otherwise the fee is not refundable once the order has shipped.

Cancellations/Changes: Once an order is placed we are unable to accommodate cancellations or modifications.

Production Time: Production takes 5–10 business days on average. That is an estimate, not a guarantee, and the production time for your order may vary. Depending on the availability of raw materials and the demand for the product, it can take as little as 24 hours or as long as 6 weeks to fulfill your order.

Carrier Substitution: While we make every effort to honor the shipping service selected at checkout, we reserve the right to substitute with a comparable shipping service when necessary to ensure timely and secure delivery.

Transit Time: Any transit times provided at checkout are estimates only and not guaranteed delivery dates. Shipping carriers are third-party services, and we are not responsible for delays or disruptions once a package has been handed over to the carrier. As such, no refunds or compensation will be provided for shipping costs or product value due to carrier delays or failure to meet estimated delivery windows.

Undeliverable/Refused Packages: To ensure smooth delivery, kindly verify that your shipping address is accurate when placing an order. In the event of an undeliverable (or refused package) due to an incorrect address, we will not be able to provide a refund. At your request we will resend the package for an additional shipping fee.

International Orders/Customs: For international orders outside of the United States, please be aware that import customs and duties may be applicable and are not charged during checkout. These fees will be the responsibility of the buyer and will be collected by the respective shipping carrier (such as UPS, DHL, or the local postal service) on behalf of your country. It is important to note that if a package is refused or remains unclaimed due to non-payment of these duties, it will either be destroyed by the carrier or returned to us. In such cases, the package will not be eligible for a refund or replacement.