FAQ
GENERAL QUESTIONS
What is the status of my order?Once you have placed your order, we will send you a confirmation email to track the status of your order.
Can I change my order?
We can only change orders that have not been processed for shipping yet. Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
PAYMENT
What payment methods do you accept?
We accept the following 2 main payment methods:
● PayPal
Excellten primarily uses PayPal to process secure payments. Through PayPal, we accept MasterCard, VISA, American Express, Discover.
● Secure Credit Card Payment
We can also accept Credit Card payment using Visa, Master card, American expres and Discover .
Which currency will I be charged in?
All of our transactions are based in USD. If your credit or debit card uses another currency, your bank will apply the corresponding conversation rate of the currency you choose depending on the website you are on.
Do you offer 3 or 4 times payment option?
We accept 3 times payment.
SHIPPING
Where do you ship?We ship worldwide including Asia, North & Central America, Europe and Oceania, offering the payment via PayPal and Credit Card.
How long does it take to ship my order?
Once you've placed your order, it usually takes 3 to 7 days to process it.
The shipping time is based on the delivery method that you have chosen.
How can I track my package?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
What if I'm not home?
If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.
You may also have to go to your local post office to collect your package in case it cannot be delivered to you.
RETURNS
Do you accept returns?
We do accept returns in respect to the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 14 days of delivery
To ask for a return, please contact our customer service.
Can I exchange an item?
We do accept exchanges and they follow the same conditions as returns
In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.
Are returns free?
To return an item, please contact customer service to obtain a Return Address. After receiving the address, place the item securely in its original packaging and include your proof of purchase.
Your return shipment is free of charge in some cases. If you return an item and the reason for return isn't a result of an excellten.com error, the cost of return shipping will be deducted from your refund.
How long does it take to process a return?
Returns are confirmed within 14 days of receiving the package at our warehouse.
Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.
If you still have any questions or concerns, please contact us at our Support Center.
