Shipping policy

Order Processing

Orders will be shipped from our warehouse within 1–2 business days after order confirmation.

  • Orders placed on Saturday, Sunday, or public holidays will be processed on the following business day.

  • During sales events or holiday seasons, processing times may be longer.

  • Once your parcel leaves our warehouse, you will receive a tracking notification via email containing your order tracking number.

Note: Once your order has been processed and shipped, shipping information cannot be changed or updated. Please ensure your delivery details are correct before completing payment.

You may track your order status via the Tracker mobile application, which will be linked at your checkout page after order confirmation.

Shipping Timeframes

We use expedited global shipping to ensure quick delivery. Estimated delivery times are:

  • Singapore: 3–5 working days

  • Hong Kong: 3–5 working days

  • Malaysia: 3–5 working days

  • USA: 4–6 working days

  • Canada: 4–6 working days

  • United Kingdom: 4–6 working days

  • Australia: 4–6 working days

  • Other countries: Up to 10 working days

Warehouses: We ship from both Singapore and the United States, covering most global destinations within 10 working days.

Shipping Fees & Free Shipping

  • Singapore, Hong Kong, and Malaysia: Free shipping for orders above S$100.

  • All other countries: Free shipping for orders above S$250.

Important: Shipping charges and free shipping thresholds may change during promotions or special offers. The rates above are for general guidance only. Please refer to your checkout page for the final and most accurate shipping cost at the time of purchase.

Taxes & Duties

International orders may be subject to taxes, customs duties, and import fees imposed by the destination country.

  • These charges are the recipient’s responsibility and are not included in the order total or shipping cost.

  • Xandro is not responsible for any fees associated with customs clearance or imports.

Returns & Refunds

We want you to be fully satisfied with your purchase. That’s why we offer a 30-day money-back guarantee along with an easy returns and refunds process.

If you’re unsatisfied with your product

  • Contact our Customer Care team (contact@xandrolab.com) within 30 days of receiving your order.

  • We will arrange for a return and issue your refund promptly after receiving the returned product.

Quality Concerns

  • If you believe there is a quality issue with your product, please report it to Customer Care (contact@xandrolab.com) immediately.

  • We take such reports seriously. The product will be sent for re-testing, and if a defect is confirmed, we will replace your item at no extra cost.

Damaged Items

  • If your order arrives damaged, please notify us as soon as possible.

  • We will send a replacement product free of charge.

Partial Shipments & Pre-orders

  • If some items in your order are out of stock or on pre-order, you may request a partial shipment by contacting our Customer Care team.

  • By default, orders containing a pre-order item are only shipped once all products are in stock. Please keep this in mind when placing your order.

Delivery Delays

While we strive to meet the estimated delivery times, delays can occur due to:

  • Customs clearance

  • Courier disruptions

  • Other factors beyond our control

If you experience a delay, please let us know — we will do our best to expedite the process.

Note: Estimated delivery times are for general guidance only and may vary depending on your exact location. For example, shipping to Europe often takes longer due to customs processing.

Order Tracking

  • Tracking is provided via AfterShip.

  • You will receive tracking updates by email and, where applicable, WhatsApp.

  • You can also check the status of your order at any time through the My Account page on our website.