Order FAQs
Is your site Secure?
Yes. All credit card information is encrypted across a secure line. You can learn about the encryption we use by on the logo, located at your Shopping Cart.
What if I need to change my order after I hit "Submit"?
Contact Us Immediately on our Contact Page. Modifications can only be done within 1hr of submitting your order.
Please note: If you contact us past 1hr of the order being submitted no further changes can be made.
Please note: If you contact us past 1hr of the order being submitted no further changes can be made.
Will I be charged for making changes to my order?
You will not be charged for making changes to your order, however you may see a "pending authorization" on your bank account until your bank verifies that the funds are available. Once your payment is authorized, we will ship your order and you will see your final charge, only for the items actually shipped.
How do I know if my order went through?
You will receive an order number via email. Make sure you only click the "Submit" button once to avoid duplicate orders or charges.
Why haven't I received an email regarding my order?
There are usually two reasons: you may have an outdated email address on file, or you may have a spam blocker filtering email from us. Make sure to keep your user information current and try turning off any spam blockers that may be preventing our messages from getting to you.
How do I return or exchange something in my order?
It's easy! Click here for instructions and to view our returns/exchange policy. Xugar Kulture must receive all returns and exchanges, including the replacement of missing or damaged items, within 60 days of the purchase date listed on your receipt.
If I return merchandise, how long will it take to receive my credit?
We will process your credit as soon as we receive your returned merchandise in our warehouse. Typically, the purchase amount will be restored to your credit card anywhere from 24 hours to 7 business days, depending on your financial institution's policy. If you paid for your purchase with a Xugar Kulture gift card, your refund will be placed back on the original gift card used for purchase.
What do I do if something in my order is damaged or missing?
Please contact a Xugar Kulture right away! Click here to view our returns/exchange policy and instructions.
Xugar Kulture must receive all returns and exchanges, including the replacement of missing or damaged items, within 60 days of the purchase date listed on your receipt.
Xugar Kulture must receive all returns and exchanges, including the replacement of missing or damaged items, within 60 days of the purchase date listed on your receipt.
Can I back-order an item that is sold out?
No. We experience a fast-paced turnover of styles and need to make room for new merchandise. The good news is that, with very popular items, the product may be reordered. If there's a product you really want, send us an email by clicking here and writing on the subject line "Product Reorder". Include the item name, description and SKU number, if you have it. We'll let you know if and when it's coming back in!
What happens if I use a gift card but an item on my order is sold out?
If you've used a gift card as payment for your order and an item has sold out, you'll receive a refund on the original gift card used for payment. Please allow your credit card anywhere from 24 hours to 7 business days to appear.
Why doesn't the FedEx website recognize the tracking number of an order I placed?
Your tracking number will not be recognized by FedEx.com until approximately 24 hours after your order has shipped. This is the time needed for FedEx's online tracking system to update. Try tracking your package again the following day and follow it to your front door!
Can I order by telephone?
No, at this time, we are not accepting telephone orders. However, if there should be an issue that arises, we can always call you to solve the issue once we receive your contact us form filled with the issue. You can fill out the Contact form at this link.
When will I receive my order?
All orders take 4-10 business days to process, regardless of the shipping method used. Please keep this in mind when selecting shipping options. Orders are shipped Monday through Friday.
Xugar Kulture may need to contact you if there is an issue with your order, so please keep your account information updated! All order communication is done via email, so it is important that your email address be accurate and current. For more information about shipping, click here.
Your order may be delayed because the Xugar Culture warehouse is closed on the following days:
New Year's Day
Memorial Day
Labor Day
Thanksgiving Day
Christmas Day
Xugar Kulture may need to contact you if there is an issue with your order, so please keep your account information updated! All order communication is done via email, so it is important that your email address be accurate and current. For more information about shipping, click here.
Your order may be delayed because the Xugar Culture warehouse is closed on the following days:
New Year's Day
Memorial Day
Labor Day
Thanksgiving Day
Christmas Day
Does xugarkulture.com offer gift boxes or gift wrapping?
Unfortunately, we do not offer gift boxes or gift wrapping at this time.
Shipping FAQs
Can I ship online orders to my local store?
No. We currently do not have a storefront.
Where does Xugar Kulture ship?
XugarKulture.com ships to all 50 states, APO/FPO addresses, U.S. territories and possessions and over 150+ countries. For information on shipping to APO/FPO addresses or on International shipping, click here.
Do you ship to P.O. Boxes?
No
Will I be charged shipping if I only purchase a gift card?
No, if the order contains a gift card only, and is shipping to a U.S address, the shipping fee will be waived. All gift card orders going to U.S address are shipped via ground delivery.
Please note: All gift card orders are shipped via Standard shipping. If you'd like your gift cards sent with faster shipping, there will be an additional fee.
Please note: All gift card orders are shipped via Standard shipping. If you'd like your gift cards sent with faster shipping, there will be an additional fee.
I haven't received my item. Who should I contact?
All orders are processed Monday through Friday. Orders are not processed or shipped on weekends or holidays. If you still think your order is missing, XugarKulture.com Customer Service team is available by the Contact page. Click here to submit status order.
Why doesn't the FexEd or USPS web site recognize the tracking number for an order I placed?
Once you receive a shipping confirmation email, tracking information may take 1-2 days to update from the time of shipping initiation. Orders shipped via standard shipping are typically delivered via US Postal service and can be tracked on Fedex or UPS websites. Check our Shipping Page for additional information here.
How will you notify me if there is a problem with my order?
All order communication is done via email. Please verify all your information is correctly submitted(email and phone number).