FAQ
Shipping & Support FAQ
Everything you need to know about your XTAR order and delivery.
You can modify your shipping address before the order is processed for shipment.
Important: Updating the address in your "Address Book" will not automatically update an existing order.
If you need to change the destination for an active order, please contact our support team immediately. Once the status shows "Shipped," we are unfortunately unable to redirect the package.We take great care in packaging, but if your items are damaged during transit, we’re here to help. Please contact us with your order number and photos of the damaged packaging/product. We will prioritize your case and discuss replacement or refund options.
If you notice abnormal tracking updates or if the delivery date has passed without arrival, please contact the carrier or reach out to us. Once a package is officially confirmed as lost by the shipping company, we will arrange a free replacement reshipment for you.
Carrier/Warehouse Errors: If the package is returned due to our error or a courier issue, we will provide a full refund or resend the items at no extra cost.
Customer Errors: If the package is destroyed or returned due to incorrect address info, refusal to pay customs duties/tariffs, or failed delivery attempts after multiple notifications, we are unable to offer a refund. This is because international return fees often exceed the total order value.
Customer Errors: If the package is destroyed or returned due to incorrect address info, refusal to pay customs duties/tariffs, or failed delivery attempts after multiple notifications, we are unable to offer a refund. This is because international return fees often exceed the total order value.
Please first check your mailbox, porch, and with family members or neighbors. Occasionally, carriers mark items as "Delivered" 24 hours before actual arrival.
If you still can't find it, contact the local courier office. If they mention a "transfer" to another local delivery service, ask for the new tracking number. If they cannot locate it, please file a formal complaint with the carrier and send us the complaint number so we can assist in the investigation.
If you still can't find it, contact the local courier office. If they mention a "transfer" to another local delivery service, ask for the new tracking number. If they cannot locate it, please file a formal complaint with the carrier and send us the complaint number so we can assist in the investigation.
If a signature is required and you’re unavailable, please contact the shipping company directly using your tracking link to reschedule delivery or authorize a neighbor to sign. Most carriers will hold the package at a local facility for a limited time before returning it to the sender.
For any technical inquiries or troubleshooting help, please email our Technical Support Team. Our R&D department is ready to assist you with firmware, battery compatibility, or hardware performance issues.