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XIM Company Store FAQ  (Read 75828 times)

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XIM Company Store FAQ
« on: 10:37 PM - 07/08/14 »
Is my personal information kept private?
Your personal information is kept private. Under no circumstances is your information shared in any way with another party.
What happens to my credit card information when I place an order?
Your information is sent encrypted, directly to the credit card processors.  They respond to us with an authorization code notifying us if the transaction is approved or not. Your credit card information is never saved on our server.
What forms of payment do you accept?
We accept all major credit cards and PayPal.
What do I do if my order is under review?
In order to protect our customers, some orders are held for review prior to being processed. Most orders held for review are released within 24 hours, and if we need any additional information from you, we will email you.
How do I cancel an order?
Please submit a message to customer support. If your order has not been processed for shipping, your order will be cancelled and a credit issued to your credit card.
Where can I purchase a XIM item?
Our products are only available on our website and through our distributor’s websites.
Can I pay for my purchase on two different credit cards?
No, our credit card system will only accept payments from one credit card. Payments may not be split.
My credit card is not working?
Please contact the number on the back of your credit card for assistance.
How do I place on order if you do not ship to my country?
Please visit our website under “shop”, there are several International distributors listed that will be able to assist you.
How do I return a unit?
Returns will only be accepted within 30 days of purchase. The return must be in new condition. There is a 20% restocking fee. To return the unit, please create an RMA under your account. This tab is found under "actions". All returns must have a return authorization number or credit will not be issued.
How can I receive a shipping quote?
To obtain a shipping quote and to see if FedEx delivers to your area, please create an order on-line. When you reach the check out page you can either purchase or cancel your order. 
Why have I received a bill for customs?
International customers are responsible for VAT & custom duties for their country.  This amount is not included in the shipping cost and will be billed by FedEx.  If this amount is denied by a customer and the unit is returned to us, customers will be responsible for the return shipping and duties charged.
What is Smart Post?
Smart Post packages are delivered by FedEx to a U.S. Postal Service (USPS) location for final delivery by a postal carrier. Transit time ranges from two to eight business days and longer for deliveries outside the continental United States. Service days are only available Monday through Saturday. This method is only recommended for APO and PO boxes.
If I ordered on Friday and select Standard Overnight will I receive my package on Saturday?
No, Standard Overnight is delivered Monday-Friday. 
Do you ship on the weekends?
No, we ship Monday-Friday excluding holidays.
What if I never received my package?
Please contact FedEx and report your package as not received. If FedEx shows your package was delivered, the local driver will be contacted. We are not responsible for lost or stolen shipments. If you need assistance completing a claim form with FedEx, please contact our customer support section.
Will I receive tracking information for my order?
Yes, you will receive an e-mail with tracking information once your order is processed for shipping. Tracking information will update the evening of shipping.
Can you declare my order as a “gift” for customs?
No, the declared customs value will be the actual amount paid for the item.
Why is my shipping quote high?
If you live outside the FedEx delivery area, an extra charge will be charged for the delivery.
Do you only ship International shipments with FedEx?
Yes, International shipments are sent via FedEx.

Why isn't my country on the list shipping destinations?
Your country may not be on our shipping list due to legal restrictions, customs issues or issues with fraud. One of our distributors may be able to ship to your country, please contact them directly.

Technical Questions
Where do I go for technical support?
Please start with the resources in our Support FAQ. If you require personalized assistance, the majority of issues can be resolved through our Support Forum. Search and post on the Support Board for assistance. It is recommended that you subscribe to receive an e-mail notification when your post is answered on the forum. If your issue is found to be a defective device, you will be instructed to submit an RMA.
Where can I have questions about XIM answered before I purchase?
XIM.tech has many resources to answer your questions. Please refer to: Instructional Videos, Quick Start Guide, Hardware Compatibility List, and Game Support List. All questions you have about XIM can also be answered on the Support Forum.
« Last Edit: 08:17 PM - 08/03/19 by OBsIV »
Get the most out of your XIM, read the XIM MATRIX and XIM NEXUS Support FAQs.