Crosstour store supports 30-day returns and refunds. If you need to apply for a return or refund, please read the following policy and contact us.
Our Refund Situation
Eligible for refund:
- Product problem
We focus on providing you with high-quality goods. However, if the goods you receive do not match the goods you ordered or the product has quality problems. We will process the refund request withinthree working days.
For quality problems or problems caused by our faults:
First, you need to submit evidence, pictures, and images about the product. This will be handled by our auxiliary team.
Secondly, the returned product must be sent back to our warehouse, where we will sign and submit it to our after-sales team for processing.
2. Out of stock
If the goods you have purchased cannot be shipped due to a lack of stock, we will contact you via email. We will provide you with the option of refunding or waiting for inventory.
3. PayPal issues
If your PayPal account name and address do not match your order name and shipping address, we will send you verification information via email. If you do not reply to us within three working days, we will automatically refund the order.
4. Remote areas
Due to some remote areas and military locations, we are unable to ship and deliver. We will communicate with you by email as soon as possible, and we will provide you with a refund.
Due to the special nature of certain products, items arrive at the destination airport, may be detained by customs clearance, for this situation, we will communicate with you before delivery to confirm whether to ship, if you insist on wanting this product, with our consensus shipping, once your package is detained by customs, we will refund you half of the cost, please understand, thank you for your support!
- We will notify you after receiving and checking your return, and let you know if the refund is approved. If approved, you will be automatically refunded via the original payment method. Remember, your bank or credit card company may also take 3-5 business daysto process and mail the refund.
Regarding The Refund Process:
When you meet the above refund conditions:
- Please contact our customer service email: firstname.lastname@example.org, customer service will reply to you within 1-3 business days;
- The order number (XXXX1001) and order details need to be provided to us;
- Provide sufficient evidence to prove that there is a problem with the product or other related evidence. For specific questions, please consult customer service;
- If you open the express outer package and find not the product you purchased in it, please do not disassemble and use it, and take a picture of the sheet containing logistics information and the unopened product, and provide it to the customer service to apply for compensation.
- After confirming that the goods can be returned,We will confirm the return address and recipient information to you(important);
- It is necessary for us to check the quality of the returned goods;
- If the wrong product is returned or not returned, you will not get a refund;
- We will notify you after receiving and checking your return whether the refund was successful.
Eligible for return:
- Your product must be in the same condition as when you received it, unworn or unused, with a label, and in the original packaging;
- Provide a receipt or proof of purchase, (screenshot of the order)
- The region that supports returns: the United States.
About The Return Process:
When you meet the above return conditions:
- To start returning, please contact our customer service, customer service will reply to you within 1-3 working days;
- We do not accept items sent back to us without prior request for return;
- We will inform you the return address and return information. and instructions on how to send the package.
- Please fill in the correct return recipient address and recipient information, otherwise we will not be able to receive the return
- Cash on delivery is not supported, please pay the freight in advance
- We recommend using the original box or envelope that came with the product as a return package to avoid additional return shipping costs.
Our Exchange Situation:
We are not able to exchange or return products with no physical flaws.
For non-quality issues, that is, if you are just not satisfied with it/buy it wrong, exchange or return is not allowed. If you have any confusion or problems with using our products, please do not hesitate to consult us.
For quality issues，if you want to exchange the goods, our team will process them for you as soon as possible after confirming the evidence you submitted.
Please don’t forget to provide the following information in your email:
- Order number (such as xxxx1001)
- Pictures and videos that prove that the product is defective or problematic
- The product name/link of the item you want to change