Shipping policy
At Xpental, we take great care in preparing and shipping every order. Please read below so you know exactly what to expect.
1. Order Processing & Handling Time
All orders are handcrafted in small, fresh batches. Please allow 1 to 3 business days for processing and packaging. Business days are Monday through Friday, excluding weekends and national holidays.
Perishable Transit Note: To ensure your sea moss maintains its freshness and does not sit in transit over the weekend, we primarily ship orders Monday through Wednesday. Orders placed the next day will begin processing the same day.
2. Shipping Costs & Free Shipping
We offer free standard shipping on all orders over $70 (before taxes and after discounts). For orders under $70, shipping costs are calculated at checkout based on your delivery address, package weight, and chosen carrier (USPS or UPS). Standard shipping typically takes 3–5 business days after processing.
3. Order Tracking
Once your order ships, you will receive a shipment confirmation email containing your tracking number. Please allow up to 24 hours for the tracking portal to update. You can track your package directly at usps.com or ups.com.
4. Extreme Weather & Seasonal Delays
While we do our best to ensure your order arrives quickly, shipping carrier operations are ultimately outside of our control. We are not responsible for carrier delays caused by severe weather, natural disasters, or seasonal shipping surges such as holidays. If your package is delayed due to weather, please inspect the product upon arrival and contact us immediately if there is a quality concern.
5. Incorrect Addresses
Due to the perishable nature of our sea moss, we require an accurate shipping address. We are not responsible for packages that are delayed, spoiled, or lost due to incorrect or incomplete address information entered by the customer. If you notice an error, contact us immediately at support@xpental.com. Once a package leaves our facility, the address cannot be changed.
6. Delivery Issues & Product Care
Because sea moss gel spoils without refrigeration, you must retrieve and refrigerate your order immediately upon delivery. We are not responsible for spoilage if a package is left outside in the elements or if a delivery is missed.
7. Lost, Stolen, or Damaged Packages
If your tracking shows "Delivered" but you cannot find your package, please check with neighbors or your local mail carrier first. We are not responsible for packages stolen after a confirmed delivery.
If your package is lost in transit (tracking stops updating for more than 7 business days) or arrives physically damaged, please contact us immediately at support@xpental.com. We will initiate a claim with the carrier on your behalf and follow up within 3–5 business days of filing. For damaged items, you must email us photos of the damaged packaging and product within 48 hours of delivery so we can submit them as evidence to the carrier.
8. Returns & Refunds
Due to the perishable and consumable nature of sea moss, we do not accept physical returns. All sales are final. However, your satisfaction is our priority. If your order arrives damaged, spoiled due to a carrier transit delay, or if we made an error, please contact us within 48 hours of delivery. We will gladly issue a replacement or store credit after verifying the issue.
9. Contact Information
If you have any questions or need help with an order, please reach out to us:
- Email: support@xpental.com
- Phone: (646) 303-9240
- Hours: Monday – Friday, 9:00 AM – 5:00 PM EST