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FAQs

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I can’t buy some items of your catalogue cause they are just “On Demand”, why that ?

Several items need to be configured according to your needs, such as, for example the flooring, the XRIG stations or any other facility outfitting, therefore we prefer to get in touch with you in order to provide you the best service ever. Should you need an “On Demand” item, just ask our Sales Team by using the Ask Info button on the product’s page.

 

What do you mean with “Special Operator Prices” ?

Should you be a professional operator of the Fitness, such as a Gym or a Box or a Reseller, you can ask info to our Sales Team about the special price lists we can provide you by having checked your status and forecasted order volume. Upon having confirmed your professional operator status, you could log-in your account and you will have the chance to buy our products by being invoiced of the price list pre-assigned to you. Please be aware that professional operators may be subjected to a minimum order value for some items.

 

What is the “Buy-3-Ship-For-Free” ?

That is a special promo offered just to consumers (so professional operators are excluded) thru which shipment is offered for free by purchasing at least 3 items of some categories, such as Gear and Apparel. The Buy-3-ship-for-Free may not be available within some Country. All detail are anyhow explained on each product’s page that is allowed for such promo.

 

What is “VIES-VAT” ?

If you are a European company featuring a VAT number registered within the VIES operators, you can ask to be invoiced as VAT free. The first time you purchase from Xenios USA, you can place the order and ask to be contacted back by the Sales Team, without having to pay it. Once the Sales Team have checked and confirmed your VIES-VAT status, you could go on with the payment of the order and thus have it shipped out. From that time on, all your next orders could be totally processed within the website just by logging-in your account.

 

Why I am invoiced by Duke SpA instead of Xenios USA ?

Duke SpA is a company based in San Marino and it is the official licensee of the registered trademark owned by Xenios USA LLC, the mother company based in NYS (USA).

 

Should I need to have an account to purchase on your website ?

No, guest purchases are allowed too. To register yourself with an account will let you experience a smoother purchase process any next time you’ll return on our website and log-in. As a registered client, you could be informed about any promo or special deal earlier than others. Once you have your account logged-in, you could also have access to your account page, thru which you are able to review all your orders and thus decide to put them again in to the cart, amend and therefore buy again. Please be aware that professional operators that want to buy thru the website by being invoiced with a special price list and/or as VAT free, need to have a registered account.

 

Which Countries are you selling to ?

We are selling to all European Countries. Those who want to buy from other Countries can anyhow place their order and chose to be contacted back by the Sales Team in order to finalize it. We are based in Europe, therefore, a goods shipment out of Europe shall be subjected to customs issues and duties, so we prefer to have the Sales Team involved with those kind of sales in order to avoid any hidden or unforeseen costs to the clients that have a billing and/or shipping address located out of Europe.

 

How many items can I buy ?

You can buy any quantity of each item, till its stock quantity. We have a further limit given by the total weight of the cart: 2.500 Kg. In case your order goes over 2.500 Kg. you can anyhow place it and ask to be contacted back by the Sales Team in order to have a custom freight quote issued.

 

What happen if an item is out of stock ?

When you visit any product’s page, you learn if an item is in-stock or out of stock. In case an item is out of stock, you can click the “Notify Me” to receive an email as soon the same item will be in stock again.

 

What happen if I want to order a quantity higher than the stock of a product ?

We do not display the stock quantity of each item. So, if you are ordering a higher quantity than its available one, you will be noticed about it and you will have to reduce the quantity to be added to the cart till it reaches the max available one.

 

What VAT should I have to pay ?

The VAT percentage we charge may change according to the Country you are order from. 22% VAT is the most probably one.

 

When will I be charged ?

Payment is charged immediately after security checks from your bank issuer and our payment method providers (e.g.: Paypal or CartaSi) have been authorized.

 

What payment methods do you accept?

We accept the following methods of payment: Mastercard, Visa, Visa Debit, Diners, American Express, Postepay and PayPal. Please, be aware that some method of payment may result in to extra fees to be charged to you.

 

Why can I also place the order by choosing a payment method named “I want to be contacted back by the Sales Team” ?

In the case you need to be contacted back by the Sales Team, without losing the cart you have loaded, you can place the order and send it to the Sales Team anyway. It may happens cause you are a professional operators asking for a special price list, or cause you are a VIES-VAT operator asking for a VAT-free invoice, or you are going to purchase from outside Europe, or cause your cart weight is over 2.500 Kg.

 

What shipment methods do you use ?

According to the weight/volume of your order and/or to the kind of items and/or to the Country you want the order shipped to, the website automatically head you to the most convenient available shipping method. We use the UPS EXPRESS GROUND SERVICE to ship any order lower than 30 Kg. to all European Countries but Italy, while heavier orders are shipped thru SCHENKER TRUCK SERVICE. Italy headed shipments are all handled by FERCAM TRUCK SERVICE. We do not use any by-air express service. Usually we deliver heavier than 500 Kg. orders by using a truck equipped with an hydraulic tail-board. Please be aware that our carriers will always deliver your order at your address, so services like in-house delivery or pallet-truck handling are not included.

 

When I may expect to have my order delivered ?

We always endeavour to have all orders delivered as soon as possible. Usually we are able to have any order shipped out within 2 to 3 working days. Transit time may change Country by Country and Carrier by Carrier.

 

How do I know my order has been placed successfully?

We will send you an acknowledgement email on successful completion of an order on the site. This email will detail the order that you have placed and will give you an order reference number. We would advise you to keep this email safely as you will need your order reference number for any further queries which you may have. Failure to provide us with an order reference number on request will result in a delay with your enquiry. Once your order has been accepted, thus items availability checked and payment received, we will dispatch it to you and therefore send to you a confirmation email, that will also stand as a Sales Contract execution.

 

How do I follow the delivery of my order ?

When we send you the shipment confirmation email, it also contains the tracking number of your shipment as long as the name of the appointed carrier and its tracking website. Please keep such email safe in order to have all data you need in case you want to follow your shipment/delivery by the tracking website of the carrier.

 

I did not receive a confirmation email

Please contact us if you do not receive an acknowledgement email and we will make sure it is not a problem with our system. Acknowledgement emails are generated and sent automatically once an order has been successfully completed. You may need to check your mailbox as it may be treating our emails as spam or junk mail and you should check your spam or junk mail folders to make sure they have not gone directly to this location. You may also need to ensure that all of the details entered are correct, please pay particular attention to your payment card details, email address and delivery addresses.

 

The item/size/color I ordered is out of stock. Why wasn’t it on the website?

All items are subject to availability. Generally, if an item is showing as in-stock on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in dispatch or there may be an unforeseen software bug. If this is the case, we will let you know as soon as possible and will offer to substitute the item for another item of similar style/color/size or we will offer you a totally/partially postponed delivery, or we will offer you a refund.

 

What about the after-sale service ?

By reading our General On Line Sales Terms and Conditions you will find a solution to all problems you may face after having received your order, either is comes from the delivery of the same, or it comes from defectiveness of one or more products you purchased. At Xenios USA we really concern about our clients so, should you need any assistance before having purchased on our website, just send your enquiry to store@xeniosusa.com , while in the case you need any help after having being delivered of your products, just send your enquiry to service@xeniosua.com or product@xeniosusa.com Do not forget that any special enquiry/need you may have could be any time submitted to our Sales Team by sending an email to international@xeniosusa.com

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