FAQ + NEED TO KNOW

 

CUSTOMER SERVICE: We want to answer any questions or concerns you might have. Please allow up to 24 hours for your email to be responded to.  Any emails sent after business hours are responded to the next business day. Emails sent Friday after 5pm EST through Sunday evening are responded to on Monday. 

RETURN POLICY: Unworn and unwashed merchandise with all tags (excluding accessories and final sale items) can be returned WITHIN 10 DAYS of your item(s) delivery date. XTRA & CO does not offer refunds of any kind, ONLY STORE CREDIT. All returns must be submitted via our email xtraandcoshop@gmail.com just send us your order number and item of return. 

Please note that the customer is responsible to pay for ALL shipping fees for returned items. 

*Shipping costs are non-refundable. 

ORDER CHANGES: We are so grateful for your order. Please make sure to review it carefully before it is submitted as as it cannot be modified. No changes can be made once your order is placed. Double + triple check that all details are correct.

SHIPPED TO WRONG ADDRESS: We do not take responsibility for packages that are delivered to the wrong given address. It is your responsibility to check that your shipping address is correct when your order is placed. If it isn't, please email us right away so we can fix it BEFORE it ships. Once it ships, we are not responsible. 

PREORDER: Payment is charged immediately at checkout not when the item ships. Preordering is voluntary and if at any time you would like to cancel your Preorder for a full refund to method payment please do so prior to shipment announcement (In Stock) on our website. If order is canceled when Item is not a PREORDER item anymore than you will receive store credit. However if item is still labeled as a PREORDER item you will receive full refund for the item. Please check full details on Preorders on our Preorder Information page.

 

CANCELLED ORDERS: Please make sure you want your item before you place your order. We do not allow order cancellations due to the quick turn-around time of items selling out. And let’s be honest: Our shipping team is AMAZING! Chances are your order is already packaged up and ready to go out.

 

SHIPPING: Please allow 3-5 business days for your order to ship. Although, items generally go out within 24-48 hours. Once your order ships, you will receive a shipping confirmation email with a tracking number. Orders may be split across multiple shipments. For more information on shipping please go to our Shipping page.

 

LOST OR STOLEN PACKAGES: XTRA & CO is not responsible for lost or stolen packages. Once the tracking information indicates "Delivered” XTRA & CO is not responsible for stolen or missing mail.  Please contact USPS (your local post office) or DHL with questions regarding shipment tracking. 

SIZING GUIDE: We carry three different sizes of scrunchies. Our Mini scrunchie is approximately  3" in diameter. Our Classic scrunchie is approximately 6" in diameter. Our Xtra scrunchie is approximately 9" in diameter. 

 

DAMAGED ITEMS: The quality of our scrunchies is very important to us. We do our best to capture every detail of our scrunchie to make sure that the quality is top notch. However, if you do receive one of our items with a flaw you will need to report it within 5 days of receiving the item. Please email us with a photo attached.  If you contact us after 5 days of receiving your damaged item, you will not be eligible for a refund or replacement.  

 

PAYMENT METHODS: We accept Visa, MasterCard, American Express, PayPal, and XTRA & CO gift cards.  We cannot change a payment method once your order is placed.

PHOTOGRAPHY: We make every effort to display as accurately as possible the colors of our products. We do not take responsibility for monitor discoloration. 

PLEASE NOTE: XTRA & CO reserves the right to cancel and refund any order for any reason. 

ANY OTHER QUESTIONS? No worries, babe! Shoot us an email: xtraandcoshop@gmail.com