Reply from closeoutsplus.com Customer Service
XenoSales.com Customer Service
Frequently Asked Questions
We have compiled this information so that you can quickly have the information you require. While we would like to personally talk with or write to every customer, this is not possible. After all, this is an Online Sales company and we service over 1200 customers a week...
This e-mail SHOULD answer most of your questions. If you feel it does not, please call us at the phone number listed at the end of this email. We do want to resolve all issues.
Before the Sale:
1) Can I get more information on this item?
All of the information we have is given in the auction details. As the condition of the item and starting price of some items vary, it is best to look at the details for the specific auction/item you are interested.
Please re-read all the auction details. Be assured if the item has any special features we will have it listed in the auction details.
2) How can I buy items in bulk or in wholesale quantities?
We have lots of inventory and our pricing depends on the item(s) that you want and the quantities you are interested in.
Please call us at (505)242-2906 between 10a and 5p MST and ask for John. We look forward to providing you quality products with good pricing.
Paying for an item:
1) How do I pay for my item?
In order to get your amount for purchase you have to go through the automated check out in the auction. There you enter all your info and it will add up your charges for you, including any discounts for multi-item shipping, International Shipping, etc.
You can pay via paypal which is an automated payment system at
www.payxeno.com or you can mail a money order or check to:
Xenosales
P.O.Box 53369
Albuquerque.N.M. 87153
2) Can I pay through PayPal without going through your checkout?
No, we have had too many issues where we did not receive all the information required to credit payments and ship items, therefore, all people paying via Paypal must go through checkout. This reduces the number of mistakes and delays and in the end, provides our customers with the best possible service.
3) I sent off payment, but you do not show me as paid in your system?
There are several potential reasons as to why you have sent payment, but it has not been posted. Some include:
- Post office lost your check.
- Not enough info was provided to match your eBay ID and payment.
- Human/Computer error on our or your part.
Regardless, we will need proof of payment before shipping your order out.
If you paid by Check or Money Order, please fax us a copy of the front AND BACK of your cleared payment. If your financial institution charges you a fee for this proof, please include a receipt so we can reimburse you (if it was our mistake). Our fax number is 505-247-3353.
If you paid by Credit Card, please fax us a copy of your statement showing the payment. Our fax number is 505-247-3353.
If you paid by Paypal, please e-mail us the PayPal ID you used to make
payment.
We go to great lengths to ensure all payments are promptly and accurately credited, and many times problems are caused by external sources. We will work with you to resolve all issues fairly. Your understanding in this matter is greatly appreciated.
4) I have received a Non-Paying Bidder Notice, what do I do?
If we do not receive your payment within approx. 28 days from the end of the auction, we will automatically file a Non Paying Bidder Notice with eBay. Due to eBay's time frame, we cannot make exceptions to this policy.
IF we do not receive your full payment by 40 days after the auction close, then a Final Non Paying Bidder Notice will automatically be sent to you and eBay. If an E-Bay buyer receives 3 Final Non Paying Notices, eBay can/will suspend their account, so please pay your balance quickly so this does not happen.
So, if you receive a Non Paying Bidder Notice, please send us payment
immediately. If you receive, a Final Non Paying Bidder Notice, there is nothing to be done at that point except to be sure to pay on your future transactions.
Order Not Received:
1) I think my order should be here, but it isn't. What should I do?
You can view your order status by going to www.Payxeno.com and entering your eBay E-mail address and eBay item number.
If the status does not indicate that your order has been paid for, please refer to Paying for an Item, #3.
If the status is "shipped", then we shipped your order via Fedex and a
tracking number is available for you there on the status sheet. You can use this tracking number to track the shipment, coordinate delivery with Fedex, and file a claim if necessary.
Received wrong or damaged item:
1) My item arrived damaged. What do I do?
If the box and item is damaged, this obviously occurred during shipping.
Please contact Fedex and file a claim with them. Your item is insured with them.
If the box is not damaged, then we provide a replacement for you. While we do strive to pack all items in a way that will adequately protect the order, damage does occasionally occur.
Please send us the item back IN IT's ORIGINAL PACKAGING, along with the order slip we included.
We will also reimburse you for your cost to ship the item back to us, as long as you ship it back via USPS or Fedex GROUND, with a tracking number. Please include a copy of the receipt with the returned item.
Once we receive the damaged item back, we will reship the replacement item.
Note: We cannot ship out the replacement, until we receive the original item first.
2) I received the wrong item. What do I do?
Please send us the incorrect item back IN IT's ORIGINAL PACKAGING, along with the copy of the order slip we included. On the order, please circle the item that you should have received.
We will also reimburse you for your cost to ship the item back to us, as long as you ship it back via USPS or Fedex GROUND, with a tracking number. Please include a copy of the receipt with the returned item.
Once we receive the incorrect item back, we will reship the replacement item. Note: We cannot ship out the replacement, until we receive the original item first.
General and Miscellaneous:
1) I won this auction, but now I... :
On all auctions, you should read the terms BEFORE you bid. We list all of our terms including Shipping and Handling charges to anywhere in the world, very clearly in all of our auctions.
While we won't enter into any debates about our policies, we will gladly
clarify what they are if you are unclear about them after reading them in our auctions.
As per eBay policy, when you win an auction it is your obligation to pay for the auction including Shipping and Handling charges. We do NOT make exceptions to this policy.
2) Can you ship my package through someone other than Fedex?
We have used other carriers in the past and simply had too many complaints.
We will only ship via Fedex (for Continental U.S. customers) for more
reliable service. This also allows us to include tracking and insurance, which we feel is a great benefit for our customers.
3) I don't like your shipping charges :
When making ANY online purchase, you need to look at the total cost of the transaction, before making the purchase. This includes the cost of the item, and the shipping and handling charge.
To sell you a product, we need to purchase the item, pay someone to shoot the picture, create the ad, we need to pay E-bay fees, packaging and tape for shipping, etc, AND THEN, pay for postage via Fedex, and your insurance is included.
We clearly list our shipping/handling charges in our auctions so that our customers can know all their charges BEFORE they bid on the auction, and make an informed decision. If you are uncomfortable with our shipping charges, then please do not bid.
This e-mail SHOULD answer most of your questions. If you feel it does not, please call us at (505)242-2906 Monday-Friday (10a-5p MST). We do want to resolve all issues!
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