I have a problem with my product…what do I do?
Don’t worry, XLAB is here to help! Please select which category below fits you most and simply follow the directions. XLAB makes the process simple & fast so you can focus on training & racing…Torpedo fast!
My item was damaged when I received it!
Our helpful customer service representatives can help with that!
- Don’t accept the package if it appears to be damaged. If you do accept it, no worries! Make sure you keep the packaging for the next step.
- Send an email to info@xlab-usa.com letting us know what happened. Please include your name, a picture of the product & the box that was damaged, and your order number.
- The representative will give you an RA# and a pre-paid USPS label to use.
- Simply drop it off at your local drop-off point within 3 days of receiving the label.
- As soon as the package is received by XLAB, we will send out a brand new product to you…torpedo fast!
I received the wrong item!
Sorry about that! Sometimes an XLAB product is so excited to meet its new owner, the occasional slip-up can happen!
- Call or send our customer service department an email and let them know what happened. (760) 735-3215 or info@xlab-usa.com. Please include your name, what you received & what you originally ordered, and your order number.
- The representative will give you an RA# and a pre-paid USPS label to use.
- Simply drop it off at your local drop-off point within 7 days of receiving the label.
- As soon as we see that it has been received, we will send you the correct product…torpedo fast!
My product doesn’t work as advertised!
Our customer service representatives and engineers are happy to help resolve the issue.
- Please call or send an email to our customer service and let them know what is happening (760) 735-3215 or info@xlab-usa.com. Please mention your name, the product and your order number.
- Our helpful Customer Service representatives or our Engineers will get you the necessary tips or items needed to make it work.
- If it needs to be returned, they will assist you on the process.
I want to exchange a product.
No worries! You have 60 days from the original purchase date to make an exchange. Please follow the simple & fast process so we can get the right product to you.
- Ensure the item is unused and has its original packaging. If it doesn’t, your exchange may be subject to a small re-stocking fee.
- Call or send an email to our Customer Service Department. (760) 735-3215 or info@xlab-usa.com. Please include your name, the product you want to exchange, the product you want to receive, and your order number.
- The representative will give you an RA# to be used and then place the order for the item you would like. (Note: Shipping charges will be included).
- Place the product you want to return in the box, with the RA# and drop it off at your local shipping facility. (Note: Please ensure you use an insured, traceable method, as we are not responsible for lost or damaged packages.)
- As soon as we get the returned item we will refund you the original purchase price excluding original shipping charges, taxes and less the re-stock fee, if applicable.
I want to return a product.
Sorry to hear that we didn’t meet your expectations! You have 60 days from the original purchase date to make a return. We will make the return process as easy as possible for you.
- Ensure the item is unused and has its original packaging. If it doesn’t your return may be subject to a small re-stocking fee.
- Login to your account and Select Order History.
- Go to the order that has the item you want to return and click the order reference.
- Scroll down to Merchandise Return, check the checkbox next to the item you would like to return and provide a brief explanation for the return.
- Select Make an RMA slip. Our helpful representatives will receive your request and update the status of your return via email.
- Once the return has been accepted, simply print out the return slip linked in the email, place the product you want to return in the box, and drop it off at your local shipping facility. (Note: Please ensure you use an insured, traceable method, as we are not responsible for lost or damaged packages.)
- As soon as we get the returned item we will refund you the original purchase price excluding original shipping charges, taxes and less the re-stock fee, if applicable.
I want to return an item I got on the XLAB Outlet.
Sorry! All items purchased on the XLAB Outlet are final sale.
Terms:
We can only process returns and exchanges if the item was purchased through the XLAB Company Store. If you bought your XLAB product from another outlet, please direct your enquiry to them.
If an item is received at XLAB Headquarters that was returned after more than 60 days or there is no visible RA#, the return is at the discretion of XLAB and a store credit may be issued.