FAQ

Please note: Our FAQs provide answers to your questions about orders, payments, deliveries, and more. Quickly and conveniently find information before contacting us. We are here to provide you with a great shopping experience.

1. What are your return conditions?

Returns can generally be made within 30 days of receipt. Returned products must be in its original condition, with boxes and pouches fully intact. All products must be new and unused, with the barcode still attached to the sports equipment. Damaged, soiled, or visibly worn products will not be refunded. Please use your original packaging for returns if possible.

Please note: All orders on our online shop at https://www.xbrosphere.com/ are eligible for free returns within 30 days.

We value the shopping experience of our customers at XBroSphere, which is why we have partnered with trusted business associates and obtained comprehensive insurance coverage for all online orders from XBroSphere. This partnership ensures that you do not have to pay any additional fees when registering your order for return.

2. How can I return my order?

① Contact Our Customer Service:

Reach out to our Customer Support team via email at info@xbrosphere.com. Ensure to include the following details: Order number, Proof of purchase, and the reason for return. If the product is damaged, kindly provide photos or videos.

② Return Procedure:

Send the item back to the provided address: 16110 Cadwell St, La Puente, CA 91744.

③ Refund Process:

Upon receiving your returned product(s), we will process your refund within 7 business days. Please note that the refund will be issued to the original payment method used for the purchase.

3. Can I cancel or change my order?

If you have not received a shipping confirmation and want to change your order, please write to us as soon as possible at info@xbrosphere.com. We will do our best to process your request before your order is shipped, but we cannot guarantee this.

4. Is an exchange possible?

Currently, we cannot offer a general exchange for all products. If you want to exchange an item, you must return your original order for a refund and place a new order.

5. How long does shipping take, and what are the shipping costs?

Orders received from Monday to Friday will be shipped on the same working day. Orders received will be shipped after 1:00 AM (GMT-5) on the next working day.

For all users whose single order value is more than $39, we offer free shipping. If the order value is below $39, a shipping cost of $4.9 will be deducted from the order. Shipping costs for our insured shipping vary by country. You can find a list of shipping costs and approximate delivery times in the following table or before your final order in the checkout.

	Standard Shipping	Delivery Time	Free Shipping
United States	$4.90	5-10 working days	>$39

*Note: Shipping to Hawaii, Alaska, and US Territories is not provided.

6. All free shipping packages are shipped by standard shipping.

Express shipping only between working days (Mon-Fri). Express orders placed on Fridays will be delivered on Mondays. During special promotions or product launches of our new collections, there may be a slightly longer processing time. We appreciate your understanding.

7. How can I track the status of my order?

Once your order leaves our warehouse, you will receive an email at info@xbrosphere.com. The content of the email includes, among other things, your order information and the logistics tracking link: https://www.xbrosphere.com/apps/parcelpanel You can use the logistics tracking link to track your package online at any time. If you have further questions, we recommend contacting XBroSphere official customer service team at info@xbrosphere.com in a timely manner so that we can resolve the relevant issues for you as quickly as possible.

8. Why is additional identity verification required when using my credit card for payment?

With the continued rapid growth of e-commerce globally, online shopping has become the preferred method of purchase for many consumers. To ensure the security of cardholders in online payments, credit card organizations (e.g., VISA/Mastercard) typically offer additional protection measures before authorizing transactions.

3-D Secure (3DS) is a free service provided by credit card organizations to help authenticate transactions and ensure they are initiated by the rightful account holder. We are committed to creating a secure and reliable online payment environment for all customers placing orders.

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