Shipping policy

Last Updated: October 17, 2026

This Shipping Policy explains how Xalavelle processes, ships, and delivers orders placed through https://www.xalavelle.com/. It covers shipping destinations, order processing, estimated delivery times, shipping charges, tracking, pre-orders, and shipping-related issues.

Our goal is to provide clear and accurate shipping information before purchase and to keep customers informed throughout the fulfillment process.

1. Shipping Destinations and Fulfillment Locations

Xalavelle primarily serves customers in the United States.

We ship to eligible destinations where shipping options are available at checkout. International shipping is available only when the destination country is supported and a shipping option is displayed during checkout.

Ship-from locations: Our products ship from the following fulfillment location(s): [INSERT ACTUAL CITY, STATE/REGION, AND COUNTRY OF EACH FULFILLMENT LOCATION]. The shipping origin may vary by product, inventory availability, or fulfillment arrangement. The applicable origin information should accurately reflect where the order is dispatched.

Shipping carriers and fulfillment partners: We use the carrier or fulfillment partner applicable to the selected shipping service. The carrier used for an individual order will be identified in the shipping confirmation or tracking information. 

Please review the product page and checkout information before placing an order. Shipping availability and delivery estimates may vary by destination, product, package size, and fulfillment location.

2. Order Processing Time

In-stock orders are generally processed within 1–3 business days after payment is successfully confirmed.

Order processing includes payment verification, inventory confirmation, order preparation, packaging, and handoff to the shipping carrier.

Processing time is separate from transit time. Weekends, public holidays, payment verification, inventory checks, unusually high order volumes, and other operational circumstances may affect processing.

Orders placed near weekends or public holidays may not begin processing until the next applicable business day.

An order is not considered shipped merely because a shipping label has been created. Transit time generally begins when the carrier receives the package.

3. Estimated Shipping and Delivery Times

For in-stock orders shipped to the contiguous United States, the general estimates are:

  • Order processing: 1–3 business days.

  • Carrier transit: 3–7 business days after the carrier receives the package.

  • Estimated total time: Approximately 4–10 business days from payment confirmation for eligible in-stock orders.

These estimates are provided for planning purposes only. They are not guaranteed delivery dates unless a specific delivery commitment is expressly offered at checkout.

Delivery may take longer for Alaska, Hawaii, U.S. territories, military addresses, remote locations, or destinations requiring additional transportation or handling. Shipping services may be limited or unavailable in certain areas.

The delivery estimate displayed at checkout or in an order-specific shipping confirmation should be reviewed for the applicable order. If an order contains products with different processing requirements, the overall fulfillment timeline may differ from the general estimates above.

4. Shipping Costs and Free Shipping

Shipping charges are calculated or displayed at checkout based on the applicable shipping service, destination, order details, and any qualifying promotion.

Customers are responsible for applicable shipping charges unless free shipping or another shipping promotion applies to the order.

Free shipping is available only when the order meets the conditions stated in the relevant offer. Minimum purchase requirements, product exclusions, destination restrictions, and other promotion terms apply when specified.

Any shipping charge presented during checkout should be reviewed before completing the purchase. We will not describe shipping as free when a mandatory shipping charge applies to the order.

For international orders, customs duties, import taxes, brokerage fees, or other destination-related charges may apply unless the checkout or applicable shipping terms expressly state that they are included.

5. Order Confirmation and Tracking Information

After an order is successfully placed, customers should receive an order confirmation by email.

Once an order has been handed over to the carrier and tracking information becomes available, we will send a shipping confirmation containing the applicable tracking details.

Tracking information may take additional time to become active after a shipping label is created or the carrier first receives the package. Carrier tracking systems may not update continuously.

Customers can use the tracking link provided in the shipping confirmation to review available shipment updates. Eligible orders may also be trackable through Shopify's order status page or the Shop app when the necessary tracking information and services are available.

If tracking information is missing, invalid, or has not updated for an unusually long period, please contact us with your order number so we can review the shipment.

6. Pre-Orders, Backorders, and Product Availability

Some collectible figures, action figures, toys, models, and other products may be offered as pre-orders or backorders.

For these products, the estimated release date, restock date, or expected shipping window will be provided on the applicable product page or in relevant order communications.

Pre-order and backorder estimates are not guaranteed release or delivery dates. Manufacturers, distributors, suppliers, or carriers may change availability or schedules.

If a material delay occurs or we determine that an order cannot be fulfilled as expected, we will communicate the available information and explain the applicable options. Where required by law, we will obtain any necessary consent to a revised shipment date or provide the customer with the option to cancel and receive a refund.

If a product becomes unavailable and we cannot fulfill the order, we will contact the customer regarding cancellation and any refund due. Refunds will be handled in accordance with our applicable refund policy and legal obligations.

Unless the product page expressly states otherwise, standard in-stock processing and delivery estimates do not apply to the waiting period before a pre-order or backordered item becomes available for shipment.

7. Address Changes and Order Cancellations

Customers should review their shipping address and contact details carefully before submitting an order.

If an address needs to be corrected or an order needs to be canceled, please contact us as soon as possible at hello@xalavelle.com and include the order number.

We will make reasonable efforts to accommodate a requested change or cancellation before fulfillment begins. However, we cannot guarantee changes once an order has been processed, packed, assigned to a carrier, or shipped.

If an order has already shipped, the customer may need to contact the carrier or follow the applicable return procedure. Additional charges or restrictions may apply when a carrier permits an address change or redirection.

Nothing in this section limits any cancellation or other rights that may apply under applicable law.

8. Shipping Delays and Delivery Exceptions

Delivery estimates may be affected by circumstances beyond our reasonable control, including severe weather, natural disasters, carrier service disruptions, transportation delays, public holidays, customs inspections, address verification issues, and other unexpected events.

If we become aware of a significant delay affecting an order, we will provide an update when reasonably practicable.

Customers should check their tracking information for the latest carrier updates. If the tracking status indicates a delay, delivery exception, or prolonged lack of movement, please contact us so we can review the available information and determine the appropriate next steps.

We do not guarantee that every shipment will arrive within the estimated delivery window. However, we will handle reported delivery problems in accordance with this policy and applicable law.

9. Lost, Missing, Damaged, or Incorrect Shipments

If a package appears to be lost, is marked as delivered but cannot be located, arrives damaged, or contains an incorrect or missing item, please contact us at hello@xalavelle.com.

To help us investigate, please provide:

  • Your order number.

  • A description of the issue.

  • The tracking number, if available.

  • Clear photographs of any visible package damage, shipping label, or incorrect items, when applicable.

For packages marked as delivered, please check the delivery location, mailbox, parcel locker, household members, building management, or other appropriate receiving locations.

We may review carrier tracking records, delivery confirmation, package information, and any photographs or other supporting details before determining the appropriate resolution.

Depending on the circumstances, the resolution may include further investigation, a replacement, reshipment, refund, or another appropriate remedy. The available resolution will depend on the facts of the case, product availability, carrier findings, and applicable law.

Please report shipping issues promptly so that we have a reasonable opportunity to investigate. Any request to report an issue within a particular period will not eliminate rights that cannot lawfully be waived.

10. Incorrect Addresses, Failed Deliveries, and Returned Packages

Customers are responsible for providing a complete and accurate shipping address at checkout.

Packages may be delayed, returned, or undeliverable because of an incomplete or incorrect address, an inaccessible delivery location, a refused delivery, an uncollected parcel, or other delivery circumstances.

If a package is returned to us, we will review the return reason and contact the customer when appropriate to discuss the available options.

Depending on the circumstances, reshipment may require confirmation of a corrected address and payment of additional shipping charges where permitted by law and disclosed to the customer.

If reshipment is not possible, we will explain the applicable refund or other resolution options. Any deduction or withholding from a refund will be made only where permitted by applicable law and the relevant disclosed policy terms.

We cannot guarantee that a carrier will be able to intercept, redirect, or redeliver a package once it is in transit.

11. International Shipping, Customs, and Restrictions

International orders are accepted only for destinations where an eligible shipping option is available at checkout.

International shipments may be subject to customs clearance, import duties, taxes, brokerage fees, or other charges imposed by the destination country. Unless expressly stated otherwise during checkout, these charges are not included in the product price or shipping charge and may be payable by the customer.

Customs procedures and local import requirements may affect delivery times. Xalavelle cannot guarantee the time required by customs authorities to inspect or release a shipment.

Customers are responsible for reviewing applicable import requirements before placing an international order. We may be unable to ship certain products to destinations where transportation restrictions, carrier rules, or applicable laws prohibit delivery.

If an international shipment is delayed, refused, or returned because of customs requirements or destination restrictions, we will review the circumstances and explain any available options in accordance with applicable law.

12. Contact Information

For questions about shipping, tracking, delivery delays, or order fulfillment, please contact Xalavelle using the information below.

Store: Xalavelle
Website: https://www.xalavelle.com/
Email: hello@xalavelle.com
Phone: +1 214-528-7328
Business Address: 4307 McKinney Ave, Dallas, TX 75205, United States

Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM Central Time (CT). Closed on Sunday.

We aim to respond to inquiries within 24–48 business hours.

This Shipping Policy should be read together with our Terms of Service, Return and Refund Policy, and other applicable store policies. If a provision conflicts with a mandatory legal requirement, the applicable legal requirement will control.