Q:How to place an order in Xplova Store?To place an order: (Log In) --> Select your desire product --> Add to your cart --> Proceed to checkout --> Enter billing and shipping information --> Review your product and information --> Order Complete
Q:Do I have to be a member before I can shop?Xplova Store provides Guest Checkout so you can shop on Xplova even you are not a member. But to enjoy member benefits, you can:
1) Sign up new account as a Xplova member, or 2) Use Facebook account to be a Xplova member. Once you are an Xplova member, you can shop and enjoy exclusive benefits and promotions.
Q:What benefits would I get if I become an Xplova member?Xplova members could enjoy a range of exclusive benefits, including promotion code and members only promotions.
Q:How to redeem my promotion code?If you have a promotion code, you can enter the code during your checkout and click apply.
1. The total cost of your items (not including shipping cost) needs to exceed the discount of your promotion code.
2. You can only redeem one promotion code for the same order
3. The promotion code cannot be combined with other promotions
4. The currency of your promotion code and your order needs to be the same one
1. Promotion code is one time use for all customers, and the value of the promotion won't be returned if you cancel or return your order.
2. Promotion code is not applicable to other channels besides Xplova store.
3. Promotion code is not applicable once it is expired so please be aware to its expiration date.
4. Promotion code is not equivalent to cash.
5. Xplova Store reserves the right to make changes or corrections, alter, suspend or discontinue the usage of promotion code.
Q:What to do if I forgot my password?Please go to the Log In page and click "Forgot Password." Follow the intructions, and the system will send an email for you to reset your password. The email might be recognized as spam so please check your junk mail box if you do not see the email after a while.
Q:How would I know if my order is completed?1. When you place your order successfully, the screen will show "Order complete." At the same time, you will receive a confirmation letter with the order number. (If you do not see the email after a while, please check your junk mail box, because the email might be recognized as spam) If you did not see the screen that shows "Order complete," you did not place the order successfully. You will have to place the order again.
2. When the order is placed successfully, you can also see that order information in "My Order," under "My Account" section. (Only appicable to members)
Q:How to check my order details?1. If you are an Xplova member, you can check your order details in "My Order" under "My Account" section.
2. If you are not an Xplova member, please go to "My Order" located on the bottom of the website. Enter the email and the order number to check the order details. Feel free to contact our customer support if you forgot your order number.
Q:Why can't I find the order in "My Order" ?Please make sure you enter the right email and order number! Usually there are three possible errors:
1) You did not enter the same email you entered when you placed the order
2) You did not place the order successfully
3) You did not place the order in this Xplova Store
Q:It has been more than 7 business days, but I still didn't receive my product?1. If you are an Xplova member, please check "My Order" under "My Account" section. If the order status is still "Delivering" after 7 business days and you still didn't receive your order, it may be some errors occurred during the delivery. In this case please contact us to check your order status. (Not applicable to international orders)
If your order is pre-oder, please check the estimated delivery date in your order details. If it is already beyond the estimated date, but no shipping date is shown, please contact us for more information about your order status and details.
2. If you are not an Xplova member, please go to "My Order" located on the bottom of the website. Enter your email and order number, and if the status is shown as "Delivering," but you still didn't receive your order, it may be some errors occurred during the delivery. In this case please ontact us to look over your order status.
Q:Why didn't I receive any notification email from Xplova Store?If you never receive email from us, your email account might filter our email as spam. We suggest you to use another email next time when you order, so that you will get our email.
Q:How to contact Xplova's customer support?If you have any question or concern related to ordering, paying, delivering, or product and invoice, and you can't find the solution in FAQ, please call our customer support or go to the "Contact Us" section located on the bottom of the website. We will respond within 2 business days.
Q:Can I change the product or quantity once I've placed the order?1. Before the product is packed and shipped, you can make changes or cancel your order. Check your order status in "My Order" first. If the order is not shipped yet, please contact us and at the same time follow the instructions: "Order Number" > "Order Issues" > "I want to apply for product return." Briefly write down the reasons you want to make changes to the order, and we will take care of your application as soon as possible.
2. If your product is already shipped, which means the order status is either "Ready to ship," or "Delivering," you cannot make changes to the order. If you still want to cancel your order, please apply for product return within the 7 days warranty.
Q:I received the product but it didn't come with an invoice?1. For domestic orders (including Taiwan mainland, Kinmen, Penghu, and Matsu islands): The invoice does not come with the product. Instead, it will be sent to the billing address after the 7 days warranty.
2. For international orders: We don't issue an Taiwanese invoice for international orders, but your product will come with a transaction record for the purpose of confirmation, reimbursement, and etc. (According to Business Tax Act, selling goods or services internationally is not required to issue an invoice)
Q:Can I pay in NT currency if I place my order in Taiwan but ship internationally (outside Taiwan)?The currency depends on the country you want to ship the product to:
1. When you select domestic shipping (shipment within Taiwan mainland, Kinmen, Penghu, and Matsu islands), your order will be denominated in NT dollars, and the address is not allowed to be outside Taiwan.
2. When you select international shippping, your order will be denominated in US dollars, and the shipping address can't be within Taiwan.