FAQ

Find answers to the questions we get asked the most! Need further assistance? No worries! Get in touch with us here.

SHIPPING & DELIVERY

How do I track the status of my order?

After your item(s) have been made and a shipping label has been created, a tracking code will automatically be sent to you via text or email, whichever was used at checkout. You can then use that code to track exactly where your order stands!

How long will it take to receive my order?

We ship Worldwide! FREE SHIPPING on order $150 or more (except during site wide sale periods). We custom make every order in-house. Please allow 3 to 5 business days for your item(s) to be made before shipment. After your item(s) have been processed, you will receive a tracking code and approximate shipping times are as follows: 

United States: Avg. 7 - 12 business days (after fulfillment).

Canada: Avg. 7 - 12 business days (after fulfillment). 

United Kingdom: Avg. 7 - 10 business days (after fulfillment).  

Australia: Avg. 7 - 12 business days (after fulfillment).  

Rest of the world: Avg. 10 - 21 business days (after fulfillment).

How much does shipping cost?

All orders of $150.00 or more are automatically eligible for free shipping (except during site wide sale periods). All other orders are subject to shipping charges. Our shipping costs are typically very low and are calculated by three main factors: 

The total weight of your order.

Where your order is being sent to. 

How quickly you want to receive your order (i.e. standard or expedited). 

To find out exactly how much shipping might cost you, add a product to your cart and start the checkout process. Enter your shipping address and a rate will be calculated for you. You can then decide if you want to continue checking out.

Do you ship world wide?

Yes! If you have an address, more than likely we can ship there - regardless of where you are in the world! 

Only part of my order shipped?

We do our best to get your order to you ASAP! In doing so, in come cases we will ship any products in your order that are ready for immediate dispatch first so that you don't have to wait for us to combine all products into one shipment when they are all ready to leave out our door. Rest assured, we will always ensure you receive everything that you ordered.

ORDERS & PAYMENT

What forms of payment do you accept?

We accept most major methods of payment including Visa, MasterCard, Amex and Apple Pay. We may require additional identification verification to process orders that don’t meet our fraud prevention standards.

I changed my mind... Can I cancel?

Upon receipt of your order, we work hard to get it out the door, making it unlikely to cancel before it ships. 
You can cancel your order within the 1st hour via our email. This means that cancellations or changes are not guaranteed past the hour. 

Please double-check your shopping cart and info before checking out.

I accidentally ordered the wrong size; can you change it for me?

We can’t make any size changes to items after your order is placed, so make sure you’re ordering the right size! Check out our size chart before checking out.

My order is shipping to the wrong address!

No worries, we understand this can happen. Please email us within 24 hours of placing the order and include the subject line "URGENT" along with your order number and the new shipping address you would like to update your to. If the order has not yet shipped, we will update that for you.

RETURNS & EXCHANGES

Returns Policy

Xtsune does not provide return service for the time being. If you receive a defective product, you must contact Xtsune at :store@xtsune.comwithin 14 days from the time the order status changes to "Completed", and send the Order ID and the picture of the defective product to customer service. After verification, we will reproduce it. Ship the item to you without you having Pay Now extra, or you can apply for a refund.

My order arrived damaged. Can you do anything for me?

Yes, of course! We're so sorry to hear this. If you've received a samaged or defective product, please contact us and attach a picture of your issue. Once verified, we will immediately send a replacement out to you.

How can I make an exchange for a new size?

We can’t make any size changes to items after your order is placed, so make sure you’re ordering the right size! Check out our size chart before checking out.

PRODUCT INFORMATION

Size Chart

How should I care for my items?

We always recommend flipping any of our clothing with graphics inside-out prior to washing, as this will help prevent fading over time of the colors. You can wash on a hot or cold cycle, however, we recommend a cool or hang dry for the best results in product longevity.

Is your clothing US or EURO/ASIA sized?

All of our clothing is based on standard US sizing. Almost every single one of our products is unisex. Most products are oversized fit unless otherwise stated in the product description.

How can I leave a review?

15 days after we've sent your anime merch on its journey to you, we'll zap you an email with a special link. Share your thoughts and join our community of reviewers! Your insights are super important to us, helping to make sure every review is genuine. 
Thanks for being part of our awesome anime world!