FAQ

  • Orders are processed very quickly once you place them. If your order has not beenfulfilled yet, we can definitely help you!

    Please email help@samandcolby.com and include:

    • Your order number

    • Name on the order

    • Email the order was made with

    • The new size you are requesting

    If you need to make any changes after your order has been fulfilled by our warehouse, you may need to wait until your item arrives and process an exchange here: https://shopxplr.loopreturns.com/

    Exchange shipping costs are the responsibility of the customer.

  • You can change your shipping address if your order has not been fulfilled yet. 

    Please email help@samandcolby.com and use this SUBJECT LINE to ensure we see it quickly: Wrong Shipping Address / (Your Order Number) 

    The email should include:

    • Your order number

    • Name on the order

    • Email the order was made with

    • Your request and the new shipping address.

    Important Tip: Once an order is processed, the address cannot be changed, and we are not responsible for packages sent to an incorrect address. Please also ensure your saved details in Apple Pay, Shop Pay, or your browser's autofill are 100% accurate before checkout. 

  • Most domestic (US) orders take 8-12 business days to arrive at your door, though sometimes this can take longer depending on carrier delays, weather conditions, high-volume seasons, or issues verifying your shipping information.

    We will send you tracking information once your item has left our facility and is on its way to you!

  • Because they are not currently in stock, their shipping times are different from our regular items.

    • The estimated shipping/fulfillment time for any pre-order item will be clearly listed on the product page description.

    • Please review this time frame before purchasing, as pre-orders often take several weeks to fulfill.

    • If your order contains both an in-stock item and a pre-order item, the in-stock items will usually ship first, and the pre-order items will ship separately afterward once they arrive in our warehouse. 

  • Most of our international customers receive their orders within 10-15 business days.

    However, this is just the average time. International shipping times vary depending on your country, local carriers, and customs clearance.

    Once your package leaves our facility, we’ll send you tracking information so you can follow it all the way to you.

  • For International Shipping, customs have the right to impose an additional fee or VAT. The fee varies by country, and we are unable to calculate this in advance. XPLR is not responsible for the payment of this fee.

    Taxes will vary from country to country. If you have questions, feel free to reach out to us directly at help@samandcolby.com.

  • We are very sorry to hear this! We take great care in packaging, but understand things can happen during transit.

    • If your merchandise arrives damaged, you must contact us at help@samandcolby.com within 48 hours of delivery.

    • To process your claim, you must provide clear photo evidence of the damage to the item.

    • Without proper photo evidence, we unfortunately cannot process a replacement or refund for damaged goods.

  • Standard Shipping only covers the delivery of your order from our warehouse to your specified address. Once the tracking shows it has been shipped, any loss or damage claim must be made with the carrier.

    Navidium Shipping Protection is an optional add-on that provides peace of mind!

    • Navidium covers lost, stolen, or damaged packages during transit, so you can get a replacement or refund quickly.

    • What Navidium does NOT cover: Claims where an incorrect shipping address was provided at checkout. Please make sure to review your shipping address when ordering. 

    If you paid for Navidium protection and have run into an issue with your order, please contact us at help@samandcolby.com, and we will process your claim.

  • We are not responsible for any lost, stolen, damaged merchandise, or delayed delivery once we have shipped your order, unless you purchased Navidium Shipping Protection. If you did not purchase Navidium, once you have received a delivery confirmation number, any claims should be made directly with the carrier.

  • Yes, unfortunately, fake websites are trying to scam fans.

    • The ONLY official and authorized XPLR merchandise website is shopxplr.com, zumiez.com, hottopic.com, and our official TikTok store (be careful - there are a lot of fake stores on there as well!).

    • If you see our products on any other website, it is not official, and we cannot guarantee the quality, delivery, or authenticity of your purchase. Always shop safely and stick to the official site. 

    • If you come across any scam sites, please send us the link via help@samandcolby.com and we will have our legal team handle it. 

  • Yes, we accept returns within 30 days of purchase. Return shipping costs are the responsibility of the customer.

    To request a return, you can visit our Returns Portal. Your refunded amount will be reduced by the return shipping fees once you process the return in the portal.

  • If you need immediate assistance, please email help@samandcolby.com, and our amazing Customer Service team will be happy to help you out!

    Please make sure to include your order number if applicable.