FAQ

PRODUCT PROCESSING

How do I track the delivery status of my goods from the US online store I purchased from?

Any US online retailer typically sends out the tracking number of the purchase made. If XOOMEXPRESS already received the products the related tracking or order status on from the retailer will say delivered.

 

How will I know if my order has been received and processed by XOOMEXPRESS?

XOOMEXPRESS upon receipt and processing of your order will send you a confirmation email indicating the arrival of your item and the pertinent information obtained from processing.

 

STORAGE

Items can be stored in our warehouse for FREE for up to 35 days upon receipt and processing. Once the item has been stored more than 35 days, a storage fee is assessed which is $ 1/day or $.10/chargeable weight per day or whichever is higher.

After 35 days, XOOMEXPRESS will be making 3 attempts to contact the customer regarding an item in storage, If no response has been obtained from the customer, XOOMEXPRESS has the discretion to dispose of the product accordingly. 

SHIPPING

 

How long does SEA Cargo shipping take?

Sea Cargo shipping from our Los Angeles warehouse to your Metro Manila address approximately takes 45 days (5 weeks), if the address is in VISAYAS/MINDANAO it will approximately take 45-60 days (6 – 7 weeks).  Off course these are just approximations as there maybe delays that are out of XOOMEXPRESS’ control that can impact these approximated transit times.

 

How long does AIR Cargo shipping take?

Air Cargo shipping from our Los Angeles warehouse to your Metro Manila address approximately takes 10 days. if the address is in VISAYAS/MINDANAO it will approximately take 12-14 days.  Off course these are just approximations as there maybe delays that are out of XOOMEXPRESS’ control that can impact these approximated transit times.

Are there restrictions on what I can have shipped?

Items considered dangerous goods/regulated goods cannot be accepted. These are but not limited to:

  • Precious Metals

  • Precious Stones

  • Currency

  • Firearms

  • Ammunition

  • Gun Parts

  • Gun Accessories

  • Toy Guns

  • Explosives

  • Automobiles

  • Drugs

  • Combustible Materials

  • Industrial Carbon

For more information on the restricted items contact XOOMEXPRESS Customer Service

What can I ship?

Any effects that can be purchased online from top retailers like Ebay, Amazon, Best Buy, Target, Gap, etc. (e.g. Books, toys, household goods, personal effects, DVDs, school supplies, clothes, shoes, bags, vitamins, furniture, electronics, non-perishable food items) as long as the product is NOT considered a restricted/prohibited item. 

Thinking of a Large and odd-sized item that needs special arrangements? Contact us and we will make it happen.

When does special handling apply?

Additional special handling fees are assessed and added on top of the Freight Cost depending on the nature of the item and its declared value.

For a more accurate assessment of special handling please call XoomExpress Customer Service. 

What is consolidation?

Consolidation is when you have multiple items in your cart that you want shipped into a bigger box to maximize space and save on shipping cost. When we consolidate, we inspect and ensure completeness of your items and will efficiently pack them as per industry standards. Although, we thoroughly do the inspection, XOOMEXPRESS will not be liable for any damage incurred during the shipment process. If extra padding is requested by the customer, no problem contact us.

Will I be taxed for my shipment?

All the rates quoted by XOOMEXPRESS are inclusive of Duties. If the items exceed $ 1000 in declared, extra fees may be incurred like special handling fees as described earlier.  For more questions, call us.

How can I submit payments for an Invoice?

Upon confirmation of the Sales Order which contains the price for your Ship Request, an Invoice will be issued and sent to you electronically which contains links on how you can safely submit payments electronically. We use waveapps for invoicing and secure payments. We at XOOMEXPRESS value your security. 

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