Welcome to Ixtrashop FAQ Help Center.
Please browse this FAQ page, to find the answers that best match your question. If you can't find what you're looking for, please feel free to contact us.
Online Form: Click the Contact Us at the bottom of any page and follow the instructions. Our customer support team works around the clock to respond to any question you may have!
Email us on: support@Ixtrashop.com (Please note that our response time may be up to 48 hours)
We appreciate your patience while we revert back to your enquiry and will do everything we can to assist you as fast as possible.
The “My Account” section helps you with all your questions about your account, or problems using our website.
Go through our helpful FAQ page which can help you navigate through the Ixtrashop.com website to your account, to view your orders and even to update your account details; such as your password and so on. We're sure that you'll be able to find the answer you're looking for.
If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Support Team. You can Contact Us or send an email to us (email response time may take up to 3 business days), one of our team members will be there at your service to assist you.
You can purchase on our website as a guest. However, it’s always advisable to have an account for your shopping.
It allows you to:
It is convenient for a registered member to make orders and access some features of the Website. Please register with updated personal information including your name, address, and a valid email address, and please ensure the information provided is accurate and up to date.
In case if you have forgotten your password, simply click on “Forgot my password”, and enter your email account. The automated system will send you an email immediately. Follow the instruction and you could reset your password.
At Ixtrashop, we accept several payment methods. You can complete your purchase with PayPal or any major Credit or Debit Card provider.
All payments must be received in full prior to dispatch of goods or issuance of a coupon. In case if your payment is declined by your bank, credit card issuer, or our website, Ixtrashop will not fulfill your order.
All transactions are in US Dollars. PayPal or any major Credit or Debit Card provider will automatically convert your payment to your local currency.
Please click on “checkout” and fill in payment information, then click on “continue”, and you will be redirected to a new page where the coupon code can be redeemed. The code needs to be entered exactly as advertised with any capital letters and spaces.
The 'My Orders' section cover topics relating to the order you have placed on Ixtrashop. In the articles within this section, you will be able to find an answer to your questions;
If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Support Team. You can Contact Us or send an email to us (email response time may takeup to 3 business days), and one of our team members will be there at your service to assist you.
Once the payment completed, you will receive an order confirmation email, if not, please re-check in your “spam folder” or “my orders”.
Note: If you receive an email for your payment confirmation, do not panic. As your order is marked high risk due to a potential unauthorized payment, all we need is a confirmation email regarding your payment.
Please kindly log in to your account, and click 'my orders'.
In 'my orders', you can check your order history (order number, total amount), order details (shipping address, size, color, quantity etc.) and order status. (Confirmed, processing, shipped)
The status of “confirmed (order received)” means you have successfully completed the payment, and your order is confirmed by Ixtrashop. Only under this circumstance, you are able to change your order details or cancel your order.
The status of “dispatching” means your order is in dispatch. At this stage, any request to cancel or change your order is invalid.
The status of “shipped” means your order is dispatched from our warehouse to the shipping address provided by you. Your order is on the way!
If you want to change or cancel your order, please contact us at: support@Ixtrashop.com within 12 hours after receiving your order confirmation. If your order status is shipped, we cannot change or cancel.
The dispatch (or handling) time is the number of business days taken by Ixtrashop to fulfill the order after receipt of your cleared payment. Ixtrashop's estimated dispatch time is 3-5 business days. Once the goods are shipped, you will receive an email including details regarding shipping confirmation, tracking number(s) and delivery time. You can also check the status in 'My Orders'
The "Shipping Information" section covers topics related to the actual delivery of your order. In the articles within this section, you will be able to find the answers to your questions.
Standard International Shipping: Your order will be shipped to your doorstep in approx. 7-21 Days. There are no hidden charges.We are currently working on an express option.
Standard International Shipping: Your order will be shipped to your doorstep in approx. 7-21 Days. There are no hidden charges. If the package is not been delivered within this specified time, feel free to contact our customer support team for an update. (Note: The shipping time does not include the dispatch time which is generally 1-3 business days.)
Once your order shipped out, we will send you a shipping confirmation email that includes your tracking number and tracking link which help you track your package.
Once the shipping company provides the tracking number, we will send it to you as soon as possible.
At Ixtrashop, Products shipped from overseas. In some cases, shipment may be subject to import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient.
Unfortunately Ixtrashop has no control over these charges, nor can Ixtrashop estimate what the additional charges may be as customs policies vary widely from country to country. For more information Please contact your local customs office. When customs clearance procedures are required, it may cause delays beyond our scheduled delivery period. Due to customs regulatory policies, we never list purchased items as a gift or undervalue the product price.
If you have received your item and there seems to be something wrong with it and want to claim a return or refund, the "Returns & Refunds Information" section will get you started in the right direction.
We always take care in selecting high quality and trusted goods to offer them for sale on the Ixtrashop website, however, sometimes things don't quite go according to plan.
If there is something wrong with the item you received, please contact us at support@Ixtrashop.com. Please provide us with images of your defective or damaged item. In most cases we will send you out a replacement, however, some orders are subject to a 100% refund.
If you are not satisfied with the item and want to request a refund. Firstly, please check our Return Policy to ensure if the return is applicable for your order.
Secondly, you have to claim your refund within 7 days from the dispatch date.
Thirdly, you may be eligible for a refund or exchange depending on your situation and the type of item you purchased. At Ixtrashop, we reserve all the rights to charge a handling fee on all items returned for non-quality issues. Under any circumstance, we will not refund the original shipping cost.
If you have received an item that you did not order or somebody else's order entirely, please contact us as soon as possible.
To help our Customer Support Team to know what problem you have, please kindly attach some clear photos of the incorrect order or items you have received.
Perceived color differences due to the display settings of your computer monitor are not grounds for an exchange or refund.
For logistical reasons, items in the same order will sometimes be sent in separate packages so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they are on the way!
If you are certain that an item is missing from your order, please contact our Customer Support as soon as possible. We will be happy to track it for you. Once we are confirmed that an item was missing, either we will refund you the item cost or send you a replacement 100% free of charge.
If the item you received is damaged or defective during shipping, you are eligible for a replacement.
Please contact Customer Service Team and be ready to provide photos or operating videos clearly showing the problem with the item.
Alternatively, you can open the item in front of the delivery person and if you find that it is damaged during shipping, you can reject it. Then you need to contact the Customer Service Team as soon as possible.
Ixtrashop offers insurance cover under following circumstances:
In most cases, we will refund your money within 5 business days after your refund has been processed. The refund will be credited to your account that you used to pay the order. PayPal refunds are instant but refunds to your credit/debit card can take up to 6 business days.
Ixtrashop hopes you will be satisfied with every purchase you make. But if you want to return an item, returns must be prearranged and authorized by a Customer Support member.
Item must be returned unused in its original condition with order confirmation email. The packaging must not be broken wherever applicable. We cannot accept returns under these cirucmstances.