General Question (FAQ)

MY ORDER

Q: How can I check my Order Status?

A: It's easy, go to Order Status & Tracking and enter your order number. We'll provide information about the status of that order. If you are registered with xsteamusa.com and signed in when you placed your order, you can sign in to view current orders as well as your Order History

Q: When will I receive my order?

A: Your order tracking number is displayed on your online order history. If FedEx delivers your order, you can track your order online at fedex.com to see when the items you purchased will be delivered.

Q: Will I get an order confirmation?

A: For every order you submit to xsteamusa.com, you will receive an order confirmation. In addition, you will receive an order confirmation email. We recommend that you print and save both for your reference. For your security, we will only send an order confirmation to the email address you provide. Please be sure to enter your email address correctly to ensure that you receive your order confirmation. You will need your order number for reference when you check your order status on xsteamusa.com 

Q: Can I make changes to my order after it has been submitted?

A: Our goal is to pack and ship your order as quickly as possible; therefore, we may not be able to allow changes to your order once submitted. If you have any questions, please call 818-332-0630

Q: How soon should I report any problem with my order?

A: Please check your order carefully right after you receive it. Any damage or missing item must be reported within 2 business days after delivery of the order. We might not be able to fully assist you if there is any claim after 5 business days after delivery. So please make sure that you have a trusted person to check your order and report to us if you are not present. Please KEEP all packaging (boxes, bubble wrap, etc.) from the delivery until we resolve your claim.

MY ACCOUNT

Q: I've forgotten my password or user name, how do I get a new one?

A: Click “Sign In” and click "Forgotten Password" and we'll email it to you.

Q: How do I receive or unsubscribe from email updates?

A: Subscribe to xsteamusa.com email updates and be the first to know about promotions and new products. In addition, you can choose to get special events, education, tips & techniques in the same email. To subscribe you must be registered with xsteamusa.com To register: 

  • Click Sign In (also located at the top of every page).
  • Enter the required information for registration.
  • Use the check box to sign up for email updates.
  • Click Submit.

Unsubscribe from xsteamusa.com Email Updates:

If you wish to be removed from the xsteamusa.com email updates list, click the link to unsubscribe on the next email update you receive from us. 
Or, if you are registered with xsteamusa.com you can change your preferences in your My Account. Sign in, then uncheck the box next to email updates and click Submit.

Q: How does xsteamusa.com use my personal information?

A: At xsteamusa.com, we respect our customers and understand that you are concerned about privacy. We've instituted policies intended to ensure that your personal information is handled safely and responsibly. Read our Privacy Policy for details. 

RETURNS & WARRANTY

Q: How do I return an item?

A: To return an item you must contact Customer Service for approval and obtain an RMA number. All merchandise purchased from Xsteam USA is sold in its original factory packaging with all contents as supplied to us by the manufacturer/distributor. Therefore it can be returned only if in original manufacturer's packaging, same condition as sold, with all literature/instructions/documentation and blank warranty cards. Place the return item into a shipping carton. Please do not place stickers or shipping labels on the original manufacturer's package. For your protection, insure the package is shipped via a traceable method. We are not responsible for lost or damaged packages.

Q: What are the warranties on your products?

A: Many of the items that are sold at the xsteamusa.com come with a manufacturer’s warranty. For additional information on the manufacturer’s warranty for a specific product, contact the manufacturer directly. Many items sold by Xsteam USA are warranted solely by the manufacturer/distributor. All items needing repair should be sent to the manufacturer/ distributor directly for service at your expense. The Xsteam USA is not liable if the manufacturer/distributor fails to perform warranty service. THERE IS NO IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE ON ANY ITEM SOLD BY XSTEAM USA. 

Xsteam USA will not be responsible for any consequential or incidental damage resulting from the sale or use of any merchandise purchased from us. Xsteam USA liability is limited to the monetary value of the merchandise.

SHIPPING

Q: What do we do about concealed damage and/or missing parts?

A: We try to package each shipment carefully based on many years of experience and trucking industry recommendations. Concealed damage and missing items are a rarity at Xsteam USA. Nevertheless, damages may occur and on rare occasions items are omitted from the shipment or the wrong item is shipped in error. Our Customer Service department will determine the best way to solve the problem as quickly as possible to meet your time-critical needs. If you can, e-mail us digital photos of the damaged part(s) or units as well. We will replace your item as soon as we receive a Verification-Damaged report from the carrier.

Q: What do I do about a missing item in my order?

A: Check the packing slip that was included with your shipment. In order to fill and pack your order quickly and efficiently we may have split your order into multiple packages. You might not receive all your packages at the same time so please wait one additional day before calling concerning shortages. If it is our fault, rest assured that we will fix it and do whatever it takes to make you happy. You have the option to have an item shipped to you right away, you can request a refund or receive credit to your account for your next purchase. Claims for missing items must be reported to our Customer Service Department within 3 days from receipt of order.

Q: What do I do about an item, which I did not order?

A: Check your packing slip that was included with your shipment. Make note of item name and quantity of item that you didn’t order. We’ll ask you to indicate the number of items you’re returning, as well as whether they arrived instead of or in addition to items that you did order. We will also ask you whether you would like a refund or a replacement sent to you.

Q: Do you charge extra for shipping and handling of oversize or overweight items?

A: Due to size and/or weight, Hotels or commercial/business steam products will require additional shipping & handling fees in addition to the normal shipping charges. The exceptional odd, overweight, and/or oversized items can only be shipped by common carrier (truck/air freight). Please allow 5-8 days for delivery to 48 states. Xsteam USA’s shipping charges will only cover charges that a freight trucking company moves your item from our facilities to the end gate of truck and in front of your place. The freight trucking company is not responsible for unloading the item from the truck or carrying the item into the place. Your item is likely to be heavy and large; therefore, we recommend that you have someone with you to help you unload the item and carry it inside.

Q: Are delivery times guaranteed?

A: We do our best to ship your order within 1-2 business days for in-stock items and you can check the estimated delivery on your account online on the carrier website. Unless you have chosen a next day or 2nd day delivery option for domestic orders, there is no guarantee that your order will arrive at the estimated date of delivery if you choose the standard or free shipping option. So allow a few extra days to get your order. We may need to contact you about your order so please make sure you give us a direct phone number to avoid delays in processing. Please note: Orders are not processed on weekends or during holidays. Also, delivery date cannot be guaranteed on international orders due to customs processing time.

Q: When will I get my expedited shipping order?

A: If you choose expedited shipping (next day or 2nd day option), your order will be received 1 or 2 BUSINESS DAYS AFTER IT SHIPS. While we process those orders in priority, they might be shipped the next day if you place it after the noon cutoff time. We might also need to contact you to verify stock and credit card information so please make sure you give us a direct telephone number so the order is not delayed. Note that orders placed on Fridays will not be processed until the next Monday or will not be delivered on the weekends.

BILLING

Q: Why do I see a double-charge on my credit account for one order?

A: You may see two pending charges on your account while the invoice is processing. One is for the authorization to withdraw and one is for the release from the same authorization. It will take a few days for your bank to adjust your account and cancel the pending authorization. On your credit statement, you will see that you have only been charged once for the pertaining order.

Q: Why is an item missing from my order?

A: The item you have ordered may have gone out of stock by the time you submitted your order. If this is the case, you will not be charged for items not included in your order. Please always check your included invoice when your shipment arrives. The invoice should reflect the charged items and their corresponding prices. If you see that you have been charged for an item you did not receive, please contact us immediately within ONE day of receipt of your order so we can resolve the issue right away. If you paid via Paypal, the credit for the unshipped items will be noted on your invoice and posted to your account and available for use on your next order. If you prefer to have the amount refunded, please contact us.

PAYMENT

Q: What payment methods does xsteamusa.com accept?

  • Visa
  • Mastercard
  • Discover
  • American Express
  • Paypal
  • Wire Transfer Fund (subject to US $30.00 fee).