Frequently Asked Questions
Clear answers for ordering, payment, shipping, gifts, tracking, and support.
Everything you need to shop with confidence, from first checkout to delivery updates. Clean, simple, and built for the XD fam.
Quick answers, organized by topic.
Use the tabs below to jump between account basics, ordering, payment, shipping, free gifts, and policy questions. On desktop, answers are split into compact panels so the page stays easy to scan.
Who can place an order with XD Selection?
Customers must be 19 years or older and located in Canada. Before ordering, create or sign into your account, confirm your contact details, and make sure your shipping information is accurate.
How do I contact support?
You can reach our support team through live chat during business hours or by emailing [email protected]. For order questions, include your order number so we can review things faster.
Do your product photos show the real product?
Yes. Product photos are taken in-house without color enhancement. Because screens and lighting vary, the product may appear slightly darker or lighter in person, but our goal is to keep photos realistic and useful.
Do prices include tax?
Yes. Product prices displayed on XD Selection already include applicable taxes, so there are no extra tax charges added on top of the listed product price.
What if I do not receive order emails?
Check your spam, junk, promotions, or updates folders first. Order confirmations, payment instructions, and tracking updates are sent by email, so make sure your email address is entered correctly at checkout.
What is the minimum order amount?
The minimum order is $100 after discounts and points are applied. Orders under the free-shipping threshold may still proceed if they meet the minimum order amount, but shipping fees may apply.
How do I place my first order?
Browse the shop, select your products and variations, add them to cart, review your order, apply any coupon or points, then proceed to checkout. After placing your order, follow the payment instructions shown on the thank-you page and sent by email.
Can I change my order after checkout?
Contact support as quickly as possible if you need help. Once an order has been processed, packed, or shipped, changes may no longer be possible.
Can I pick up my order?
No. XD Selection currently operates as a mail-order ecommerce store only. Direct pickup is not available at this time.
Why is my order on hold after payment?
Orders remain on hold until payment is received and matched to the correct order. For Interac e-Transfer or crypto payments, please include your order number where requested. Payment matching can take up to 2 hours in some cases.
What payment methods do you accept?
XD Selection accepts Interac e-Transfer, credit card, and cryptocurrency at checkout. Available options may vary depending on the order and checkout conditions.
Is there a credit card processing fee?
Yes. Credit card payments have a 5% processing fee. Visa, MasterCard, and American Express are accepted, but prepaid credit cards are not accepted.
Do Interac e-Transfer payments have extra fees?
No. Interac e-Transfer payments do not have an additional XD processing fee. After checkout, you will receive instructions to complete the transfer securely through your bank.
Which crypto payments are accepted?
Accepted crypto options include Bitcoin, Ethereum, USDT, and TRON/TRX where available. Follow the checkout instructions carefully and send the exact amount required.
When will my payment be accepted?
Payments received before 10 AM PST on a business day are typically reviewed quickly and may allow same-day processing. Payments made after the cutoff, on Fridays after 10 AM, or over the weekend are usually processed the next business day.
When do orders ship?
Orders placed and paid before 10 AM PST on business days are typically prepared for same-day dispatch. Orders placed after the cutoff are generally processed the next business day. Friday-after-cutoff and weekend orders are processed the following Monday.
Do you ship outside Canada?
No. XD Selection ships within Canada only. We do not ship internationally and cannot make exceptions to this policy.
How much is shipping?
Free Express Shipping is available on qualifying orders over $150 after discounts and points are applied. Orders that do not meet the free-shipping threshold may have a flat-rate shipping fee applied at checkout.
Which couriers do you use?
XD Selection uses express courier options such as Canada Post Xpresspost, Purolator Express, and UPS Express depending on location, service availability, and the selected checkout option.
How long does delivery take?
Most express shipments arrive within about 2–3 business days after being scanned by the courier. Smaller communities, weather events, courier delays, or service interruptions may extend transit time.
Why does tracking say “Electronic Information Submitted by Shipper”?
This means the shipping label has been created, but the courier has not physically scanned the package yet. Tracking usually updates after the package receives its first scan later that day.
Can I change my delivery address after shipping?
No. Once a package has shipped, XD Selection cannot change the delivery address. If needed, contact the courier directly and request hold-for-pickup or available delivery options.
What happens during courier disruptions?
Once a package is handed to a third-party courier, delivery timing is controlled by that courier. Strikes, weather, staffing delays, and service interruptions can affect delivery. We continue to provide tracking and ship orders promptly on our side.
What is your lost order policy?
XD Selection is not responsible for packages lost due to incorrect addresses, missing unit numbers, address changes after ordering, theft after delivery, package rejection, or courier issues outside our control. Please double-check all address details before completing payment.
How do free gifts work?
Free gifts are offered on eligible orders as a bonus thank-you from XD Selection. Gift eligibility is based on the final eligible order total after discounts and points are applied.
What if my order did not include a free gift?
A missing gift may mean the gift-selection step was missed or the final eligible total did not meet the required threshold. Contact support with your order number and we can review what happened.
Can I swap an automatic free gift?
Automatic free gifts are offered as-is and cannot be swapped, exchanged, or customized. If a free gift is optional and not your style, you may remove it at checkout when available.
Do discounts affect free gift eligibility?
Yes. Free gift eligibility is calculated after discounts and points are applied. For example, if a coupon lowers your eligible total below a gift threshold, the available gift tier may also change.
What is your refund and exchange policy?
Once an order is placed and processed, refunds, returns, or exchanges are not available. Please review your order carefully before payment and contact support with any questions before completing checkout.
How is my order packaged?
Orders are handled with discreet packaging. Products are sealed for freshness, placed into smell-resistant packaging where appropriate, protected inside a parcel box, and packed with privacy in mind.
