Shipping policy

Order Processing Time

Orders are typically processed within 2–3 business days after payment confirmation. Processing times may be extended during peak periods, including new product launches, promotions, or public holidays.

Shipping Origins and Warehouses

Orders may be shipped from one or more of our fulfillment centers based on product availability, inventory allocation, and the shipping destination.

Our current fulfillment centers are located in the following regions:

United States
Germany
China

To further improve delivery efficiency and the overall shopping experience, we are continuously expanding our global logistics network. Additional local fulfillment centers may be established in more regions as our operations grow, including Dubai and Canada, allowing for faster delivery times, improved service reliability, and a better customer experience.

Shipping Destinations

We ship to most countries worldwide. Certain products or destinations may be subject to shipping restrictions due to local regulations or carrier limitations.

Shipping Fees and Free Shipping

Shipping fees are calculated and displayed at checkout based on destination and order value.

General Free Shipping: We may offer free shipping promotions, such as free shipping on orders over a specified amount (e.g., USD 150), as displayed at checkout. Free shipping eligibility and terms may vary by destination and are subject to change without notice.
South Africa Shipping: Please note that orders shipped to South Africa are not eligible for free shipping promotions. A flat shipping fee of USD 50 will be applied to all orders destined for South Africa, regardless of the order value.

Shipping Methods and Estimated Delivery Time

Estimated delivery times are provided for reference only and are not guaranteed. Delivery time refers to the period after an order has been shipped and does not include order processing time.

United States: approximately 5–10 business days
International orders: approximately 7–30 business days

Business days exclude weekends and public holidays. Tracking updates may be limited or delayed during certain stages of transit, including customs clearance, carrier handovers, or local delivery processing.

Delivery times may be affected by factors beyond our control, including but not limited to customs inspections, carrier delays, weather conditions, peak shipping seasons, or deliveries to remote areas.

Tracking Information

Once your order has been shipped, a tracking number will be provided via email when available. Tracking updates may not reflect real-time movement at all stages of transit.

Missing or Undelivered Orders

If your order has not arrived within the estimated delivery timeframe, please take the following steps before contacting us:

Verify your shipping address
Please ensure the delivery address provided at checkout is correct. If you notice any errors, please contact us as soon as possible.
Allow additional delivery time
If your order has reached the estimated delivery date, please allow an additional 24–48 hours for the carrier to complete delivery, as minor delays may occur.
Check with neighbors or building management
Parcels may sometimes be delivered to a neighbor, building concierge, reception desk, or other authorized person at your address.
Review tracking information
Please check the most recent tracking updates provided by the shipping carrier to confirm the delivery status.

If you have completed the steps above and your order still cannot be located, please contact our support team at info@xkah.us and include your order number and tracking number.

Once notified, we will assist by initiating an investigation with the shipping carrier where applicable. Please note that carrier investigations may take several business days depending on the shipping provider and destination.

Incorrect Address and Failed Delivery

Customers are responsible for providing accurate and complete shipping information at checkout. We are not responsible for delays, losses, or returned shipments resulting from incorrect or incomplete address details provided by the customer.

If an order is returned, delayed, or undeliverable due to address issues, any additional costs incurred — including but not limited to re-shipping fees, return shipping charges, storage fees, or handling costs — shall be the responsibility of the customer.

Shipping Delays and Lost Packages

Shipping delays do not automatically qualify for refunds.

If a shipment is significantly delayed or cannot be located, we may initiate an investigation with the shipping carrier. Investigation timelines vary depending on the carrier and destination.

If a package is officially confirmed as lost by the carrier, we will assist the customer with an appropriate resolution in accordance with our Refund Policy.

Delivered Packages

If tracking information shows that a package has been marked as “Delivered” by the carrier, XKAH is generally unable to assume responsibility for the package. However, we will make reasonable efforts to assist customers in contacting the carrier and investigating the delivery where possible.

Contact Us

✉️ info@xkah.us