1. Production time and ship dates
A manufacturing lead time is different from carrier transit time. A quote or order may include engineering review, production, quality review, packing, and carrier transit.
Xahelo will provide a shipment estimate when reasonably available. An estimate is not a guaranteed delivery date unless the order expressly says it is guaranteed.
2. Delayed shipment and cancellation
Xahelo intends to ship within the time stated in the applicable order communication and will maintain a reasonable basis for any stated shipment representation. If no shipment time is clearly stated, the federal Mail, Internet, or Telephone Order Merchandise Rule generally requires a reasonable basis to expect shipment within 30 days, subject to the Rule's scope and exceptions.
If Xahelo cannot ship within the promised or legally applicable time, Xahelo will provide a timely delay notice and the cancellation/refund choices required by applicable law. Where the federal Mail, Internet, or Telephone Order Merchandise Rule applies, the notice will provide a revised shipment date when Xahelo has a reasonable basis for one, explain the right to cancel for a prompt refund, provide a reasonable cancellation method, and obtain affirmative consent when the Rule requires it. If the order must be cancelled under the Rule, Xahelo will issue the required prompt refund.
3. Tracking and carriers
When tracking is available, Xahelo will make it available through the order experience or customer communication. Carrier scans and estimated delivery dates can change after handoff.
Xahelo may select carriers and service levels based on destination, package characteristics, cost, and availability unless the order states otherwise.
4. Shipping addresses
Customers are responsible for providing a complete and deliverable address. Contact Xahelo as soon as possible if an address needs to change.
An address cannot always be changed after a label is created or a parcel is transferred to the carrier. Additional shipping charges may apply to customer-requested reshipment after an incorrect address, except where the error was Xahelo's.
5. Damage, loss, and delivery problems
Report damaged shipments promptly and retain packaging when reasonably possible. Xahelo may request photographs or other carrier-claim information.
For a package that appears lost, Xahelo may investigate with the carrier before issuing a replacement or refund. This investigation does not override any consumer remedy required by law.
6. International shipments
International shipping is offered only where shown at checkout or confirmed in writing. Customs duties, import taxes, brokerage charges, prohibited-item rules, and delivery timing can vary by country.
Any customer responsibility for import charges will be disclosed to the extent reasonably known before purchase or in the applicable order terms.
7. Quality release before shipment
Xahelo's operational controls are designed so payment does not itself authorize production and production does not itself authorize shipment. Where a quality gate applies, the part must satisfy the applicable release requirements before shipment.