Shipping policy

Shipping Policy

Thank you for shopping with xing&xi. We sell pressed botanical materials and ship from Shenzhen, China. Please review the following information before placing your order.

Shipping Destinations

We currently ship to the following destinations:

United States
Canada
Australia

Shipping availability is determined by the destination options shown at checkout. We may add or remove destinations as our shipping coverage changes.

Shipping Charges and Tracking

Tracked shipping costs a flat $6 USD per order to all available destinations, regardless of order value or quantity. A tracking number will be sent to the email address provided with your order after your package has been dispatched.

Processing Time

Please allow 2–3 business days for order preparation before dispatch.

Business days do not include weekends or public holidays. Processing may take slightly longer during holidays, promotional periods, or unusually high order volumes.

Estimated Transit Time

After dispatch, the estimated transit time is 10–15 business days. Including order preparation, the estimated total time is approximately 12–18 business days.

Delivery estimates are provided for reference and are not guaranteed. Customs inspections, severe weather, public holidays, transportation disruptions, remote destinations, and other circumstances outside our reasonable control may cause delays.

Order Cancellations

You may request to cancel an unfulfilled order within 24 hours of placing it. After 24 hours, order preparation may have begun and cancellation is no longer available under our standard cancellation rule.

To request a cancellation, contact us at support@xingandxi.com. Please include your order number when contacting us.

A cancellation request is not confirmed until it has been approved by us. If the cancellation is approved, the refund will be submitted to the original payment method.

Orders that have already been fulfilled or dispatched cannot be cancelled, even if the 24-hour cancellation period has not yet ended.

Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address, recipient name, postal code, telephone number, and any other information required for delivery.

Please review your shipping information carefully before completing checkout. For payment security and delivery verification, we cannot change the shipping address on a completed order.

If you entered an incorrect or incomplete address, please request cancellation within 24 hours of placing the order and submit a new order using the correct address.

After the 24-hour cancellation period, the order cannot be cancelled, redirected, or sent to a different address.

If an incorrect or incomplete address causes a package to be undeliverable, rejected, lost, returned, or destroyed by the carrier or customs authority, the resulting loss will be the customer’s responsibility. We cannot provide a refund or free replacement when a package cannot be recovered because the customer supplied incorrect or incomplete delivery information.

Tracking Shows Delivered but the Package Is Missing

If tracking shows that your package has been delivered but you cannot locate it, please:

Check the delivery location, mailbox, building reception, and other secure areas around the address;
Ask household members, neighbors, or building management whether they accepted the package;
Contact the local delivery carrier using the tracking information; and
Contact us at support@xingandxi.com with your order number and tracking number.

We will submit an inquiry to the relevant carrier and assist with the investigation. The outcome may depend on the carrier’s delivery records and investigation results.

Packages Delayed for More Than 30 Days

If your package has not arrived within 30 calendar days after dispatch, please contact us at support@xingandxi.com.

We will review the tracking information and contact the carrier where appropriate. If the package is confirmed lost or cannot be delivered within a reasonable additional period, we will ask whether you prefer:

A replacement package at no additional charge; or
A refund to your original payment method.

Items Damaged in Transit

If your item arrives damaged, contact us as soon as possible and within 30 calendar days after delivery at support@xingandxi.com.

Please provide:

Your order number;
Clear photographs showing the entire item and the specific damage;
Photographs of the outer packaging and shipping label; and
A brief description of the damage.

Please retain the item and all original packaging until we have completed our review. Once the damage has been verified, we will ask whether you prefer a replacement package or a refund to your original payment method.

Refused or Unclaimed Deliveries

Customers are responsible for cooperating with the carrier and customs authorities, providing any reasonably required delivery information, and accepting the package when delivery is attempted.

If a package is refused, left unclaimed, or cannot be delivered because the recipient does not respond to the carrier or customs authority, any resulting loss, return cost, storage fee, destruction fee, or other additional expense may be the customer’s responsibility, except where the delivery failure was caused by our error or where applicable law requires another remedy.

Customs Duties and Import Taxes

Standard customs duties, import taxes, and clearance charges associated with delivery to destinations currently supported at checkout are covered by xing&xi. Customers will not be asked to pay these standard charges separately.

This coverage does not apply to costs caused by incorrect customer information, refusal to cooperate with customs or the carrier, refusal to accept delivery, an unauthorized redirection request, or other circumstances attributable to the recipient.