Additional handling fees may apply to some heavy or bulky items due to size, weight, or special handling requirements. These additional fees will be indicated on the product page as well as in your shopping cart. Estimated delivery times for orders sent via Standard Shipping:
Check for availability on the item page (above the “Add to Cart” button), as some items require additional processing time or are built to order.
Most of our products are shipped via UPS, which does not deliver to P.O. boxes, so we strongly recommend that you provide a physical delivery address to avoid delivery issues or additional charges. Shipping to an APO / FPO, Alaska, Hawaii, Puerto Rico, Guam, the US Virgin Islands, or Canada is available at normal rates. All orders shipping to Puerto Rico ship via UPS.
TeamXenon.com will gladly ship your merchandise to Canada. As with any country; when importing a product you are responsible for all associated fees.
Tax: Canada Customs assesses taxes on goods valued at $20.00 CAD or more. A Goods and Service Tax (GST,) Provincial Sales Tax (PST,) or Harmonized Sales Tax (HST) may be due upon delivery; rates range from 5-15% depending on the destination. A Commercial Invoice will be included with your order. It will contain the necessary information for a proper tax assessment.
Duty and Tariffs: The average duty for goods imported into Canada is 8.56% but can vary from 0%-35% depending on the type of products and the country of origin. For additional information about the duty on a particular item please contact the Canadian Border Information Service Hotline at 1-800-461-9999.
Brokerage and/or Handling Fees: Brokerage and Handling charges are incurred when a third party imports a product into Canada for you. These fees are collected by the courier (UPS, FedEx, or USPS/Canada Post,) not by Xenon or the Canadian government.
Our Standard Shipping option is either UPS or USPS, depending on the weight and size of the item. Because UPS does not deliver to P.O. Boxes, we strongly recommend that you provide a physical delivery address to avoid delaying shipment. If USPS does not deliver to your physical address then we recommend that you provide your PO Box on the Address Line 2 underneath your physical address.
All Standard Shipping orders will ship via USPS or UPS, whichever is most cost-effective. In general, orders weighing less than 1 lb. will go Priority Mail and heavier boxes will ship UPS Ground.
All packages destined for APO/FPO addresses will ship via USPS, regardless of weight. APO/FPO orders can take up to 2 months to be delivered. Please contact us if your order takes longer than that to arrive. Packages shipping to Guam and US Virgin Islands ship USPS. USPS shipments have a 70lb weight limit per package. If you are unsure of the weight of an item, please contact us.
Guaranteed 3 Day Orders will be shipped via UPS 3 Day Select OR UPS Ground, depending on your location. Delivery is guaranteed within 3 business days after the ship date. (Saturdays and Sundays are not counted as business/working days) Shipping method is not guaranteed.
Guaranteed 2 Day Orders will be shipped via UPS 2nd Day Air OR UPS Ground, depending on your location. Delivery is guaranteed within 2 business days after the ship date. (Saturdays and Sundays are not counted as business/working days) Shipping method is not guaranteed.
Guaranteed 1 Day Orders will be shipped via UPS Next Day Air (Saver will be used where available) OR UPS Ground, depending on your location. Delivery is guaranteed within 1 business day after the ship date.(Saturdays and Sundays are not counted as business/working days). Shipping method is not guaranteed.
Next Day Air (Saturday) Orders will be shipped via UPS Next Day Air (Saturday) if available to your location. Delivery is guaranteed on Saturday however the delivery time will depend on what is available for your location. Choosing this shipping method is the only time that Saturday delivery is available.
*** Time definite shipments (Guaranteed 3 Day, 2 Day and 1 Day) that do not arrive by the end of the day on the scheduled delivery date (due to carrier delays) may have a refund issued to reflect the service that was received. Refunds cannot be issued due to delays from unavailability of the recipient, acts of God, acts of public authority, riots, strikes, labor disputes, civil commotions, disruptions in air or ground transportation networks due to weather phenomena or natural disasters, or in the event that an ordered product is out of stock or has limited availability.
Not all expedited shipping methods are available to all locations.
Xenon sends an email with the tracking number for every order that is placed with a valid email address. If you have not provided an email address, you can contact us for tracking information. Tracking information is also available by logging into your account (if with the same email address used to place your order) and clicking the “Order History & Tracking” link.
Tracking numbers beginning with 1Z have been sent via UPS, and can be tracked via www.ups.com.
Tracking numbers beginning with a 9 have been sent via US Mail, and can be tracked via www.usps.com.
Package movement will be updated by USPS at the end of each business day; given there is information to update. Freight shipments can be tracked from the carrier website. Xenon will indicate the freight carrier in your tracking email. Please note that freight shipments being delivered to Residential locations may be delayed if the freight is unable to contact you by phone to setup a delivery date and time.
We try our best to prevent damage to all packages during transit by packing each order carefully. From time to time, though, damage will occur despite our precautions.
If you receive an item that has been damaged in shipping, please call us within 72 hours of receipt and we will have a new product sent to you, and initiate a freight claim for the item.
Please hold on to the original packaging and packing material because the freight carrier, in most cases, will need to inspect the items. A freight representative will contact you to set up a convenient time to inspect and pick up the package for return. If the freight provider does not come to inspect the package, or does not take it with them when they do come - please call us, and we will send you a Return tag to send the damaged product back to us.
If you have not received your order even after the tracking shows it was delivered, contact us within 15 business days to start a freight tracer.
Undeliverable or Refused Shipments
Packages will be returned to us by the carrier if they cannot be delivered due to incomplete or incorrect addresses, are not picked up from a UPS facility, or if the recipient refuses delivery. All packages returned to us for the above reasons can take up to 3 weeks to be processed. We may charge you a 10% restocking fee at our discretion.
Please review our Freight Disclaimer for special instructions regarding freight shipments.
International Shipments – The return shipping costs of any refused or undeliverable shipment(s) outside of the US may be deducted from any refund at TeamXenon.com’s sole discretion.
Occasionally packages are lost or misrouted during transit. Before contacting us, please note the following estimated delivery times for orders sent via Standard Shipping:
Please note that the weekend and holidays do not count as shipping days (with the exception of Saturday for USPS packages and Next Day Air Saturday delivery when chosen and paid for by you).
If your package shipped and hasn’t been received within the above guidelines then please contact us so that we may investigate.
For missing UPS shipped packages:
For missing USPS packages:
For missing UPS Freight packages:
For missing packages that have been shipped to an APO/FPO:
Freight Handling Disclaimer
Any additional fees charged by the Freight provider for additional services either incurred through delivery issues or as requested by the receiver (other than normal shipping / handling costs) are the responsibility of the customer. These include but may not be limited to:
Important Freight Handling Information: When you order a product that requires Freight Handling, you’ll need to be aware of a few things you need to do to avoid incurring hassle or additional fees:
Receiving your shipment: Please be aware that it is your duty (or the duty of a receiver signing on your behalf) to accept delivery of freight items. The receiver must be present to receive the shipment at the time of delivery. Failure of the receiver to be present may result in a delayed delivery and possible holding of the goods by the Freight provider.
If the Freight provider is unable to make delivery, storage charges for each day held will accrue. If held, these charges are the responsibility of the customer.
In the event that neither the Freight provider nor Xenon are able to contact the customer to schedule a delivery, the goods will be returned to Xenon and the original and return shipping cost, as well as any storage fees, will be charged to the customer. A restock fee may be charged at Xenon’s discretion to cover any additional costs such as replacement packaging.
Inspecting your shipment: It is the receiver’s responsibility to inspect the shipment for damages before the the Freight provider driver leaves the delivery location. Open the package to check the contents, and ask the driver to inspect the contents with you or the party receiving the shipment. If the shipment has been damaged, both the receiver and the the Freight provider driver must write a precise description of the damage on both the receiver’s copy and the Freight provider’s copy of the delivery receipt. Failure to inspect for damages at the time of delivery could result in any damage claim made thereafter being voided by the Freight provider, despite Xenon’s best efforts on your behalf.
For concealed loss or damage: If after your initial inspection before the the Freight provider driver has departed your delivery location you should discover loss or damage on further inspection, contact us immediately to start a claim with the Freight provider. It is important that you do a thorough inspection as soon as possible after the delivery has been made and contact us immediately if there is any concealed loss or damage. Make every effort to leave the containers and packing materials as they were when you first discovered the loss or damage. Please note that any damage claim made after delivery could result in the claim being voided by the Freight provider.
Shipment refusal: do not refuse the delivery unless you have identified that any damage to the product shipped has made it totally worthless. In case of partial damage or loss, you should accept the entire shipment and determine whether it can be repaired or retained with an allowance. The customer is responsible for any holding or shipping charges on a refused shipment that the Freight provider deems repairable.
Freight Returns and shipment refusals without damage: Please note that freight items are not returnable once shipped unless as a last resort if a shipment is in danger of becoming abandoned. In the case of a refused freight shipment without damage, the customer will be responsible for the original shipping, shipping of the freight item back to us, and any storage fees if applicable. In addition, the customer may be charged a restocking fee at Xenon’s discretion, based on the individual situation and condition of the returning product and packaging.