Buyer's Manual » Order Problems

Buyer Return Policy
Contacting a seller
How can I tell if my order went through?
Can I cancel an order that has already been placed?
I placed an order, but now it shows up as cancelled.
My item seems to be taking a long time to arrive.
My item took a long time to arrive. While I was waiting, I bought it elsewhere.
What happens if I haven't received my item and it's past the estimated arrival date?
What does Xumbay.com do to protect my purchases on the site?
I received the wrong item.
I want to change shipping options on an order I have already placed.
What should I do if I have a problem with my item?


Buyer Return Policy

If you receive an item different than described or an item that is not of stated quality, you can use Xumbay.com's Email Forwarding System to contact the seller and resolve the issue.

1. Click the My Account link near the top right of the page. You may be asked to sign in.
   
2. Click the Purchases link. Your most recent purchases will be listed on this page.
   • If the purchase in question is not on this page and you have the transaction number, enter it in the "View Transaction:" box and click the "Go" button.
     
   • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by selecting the month and year in which it took place and clicking the "Change" button.
3. Once you've located the purchase, click the corresponding "Details" link on the right side of the screen.
   
4. Click the "Contact Seller" button. This will take you to the "Contact a Xumbay.com Seller" form, which you can use to send an email to the seller.

With seller approval, a buyer may return an item. Effective March 1st, 2004, a buyer will have 7 days to return an item once the return has been authorized. A tracking/delivery confirmation number must be provided by the buyer if a seller disputes the timeliness of the return. In the event of a dispute, a full refund may not be issued if the item was not shipped within 7 days of return approval or proof of the shipping date cannot be provided by the buyer. Xumbay.com reserves the right to make the final decision regarding refunds in these matters. Please note that items purchased from Xumbay.com sellers need to be returned directly to the seller and not to Xumbay.com.

Whether you are reporting a problem with an item or simply inquiring about the status of your order, you can contact a Xumbay.com seller by following these instructions:

1. Click the My Account link near the top right of the page. You may be asked to sign in.
   
2. Click Purchases link. Your most recent purchases will be listed on this page.
   • If the purchase in question is not on this page and you have the transaction number, enter it in the "View Transaction:" box and click the "Go" button.
     
   • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by selecting the month and year in which it took place and clicking the "Change" button.
3. Once you've located the purchase, click the corresponding "Details" link on the right side of the screen.
   
4. Click the "Contact Seller" button. This will take you to the "Contact a Xumba.com Seller" form, which you can use to send an email to the seller.

You may contact a seller via Xumbay.com's Email Forwarding System only after placing an order with that seller. Once you have placed an order, you may contact the seller any time within the next 60 days.

When you use the Email Forwarding System, Xumbay.com will send the seller a message with your comments, questions, transaction information, and your email address.

You can access information on line anytime to see if your order was completed. Please follow the steps below.

1. Click the My Account link. You may be asked to sign in.
2. Click the Purchases link.

The Purchases screen will display all the orders you have placed on Xumbay.com, sorted with your most recent orders at the top. If the order you just placed is not there, there may have been a problem checking out. Check your Shopping Cart to see if your items are still there.

NOTE: If you are checking on a purchase you have just completed, you will want to be sure to use the links outlined in items 1 and 2 above to review this information. Do not use your browser's 'Back' or 'Forward' buttons, as these do not refresh the screen with updated information from our servers. Using the 'Back' and 'Forward' buttons will not always give you the most up to date information for your account.

At Xumbay.com, purchases are made from other Xumbay.com members across the country. Once you place an order on Xumbay.com, the process of your item being shipped to you begins immediately. Xumbay.com emails the seller and the seller confirms and ships the item to you within 24 hours of that confirmation. This often happens within hours of placing an order.

Due to the nature of this system, buyers cannot cancel orders once they are placed. This includes duplicate orders. All sales are final, except for those cases defined in the Xumbay.com Buyer Protection Policy.

If you believe you can contact the seller before they ship your item, you may contact them by following the instructions below. Please understand, however, that the seller is not required to cancel the purchase.

To contact a seller using Xumbay.com's Email Forwarding System, follow the steps below:

1. Click the My Account link near the top right of the page. You may be asked to sign in.
   
2. Click the Purchases link. Your most recent purchases will be listed on this page.
   • If the purchase in question is not on this page and you have the transaction number, enter it in the "View Transaction:" box and click the "Go" button.
     
   • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by selecting the month and year in which it took place and clicking the "Change" button.
3. Once you've located the purchase, click the corresponding "Details" link on the right side of the screen.
   
4. Click the "Contact Seller" button. This will take you to the "Contact a Xumba.com Seller" form, which you can use to send an email to the seller.

Due to the unique, person-to-person nature of Xumbay.com, an order is not final until the seller confirms it. On rare occasions, some sellers actually sell the product at their physical location before we get their electronic inventory update. In these cases, the order is cancelled and your credit card is not charged.

Placing a Pre-Order or adding the item to your Wish List will enable you to purchase the item as soon as it is available again.

Each order placed on Xumbay.com is given an estimated arrival date which varies depending on the shipping method chosen. To check the estimated arrival date for your item, follow these instructions:

1. Click the My Account link near the top right of the page. You may be asked to sign in.
   
2. Click the Purchases link. Your most recent purchases will be listed on this page.
   • If the purchase in question is not on this page and you have the transaction number, enter it in the "View Transaction:" box and click the "Go" button.
     
   • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by selecting the month and year in which it took place and clicking the "Change" button.
3. Once you have located the purchase, click the corresponding "Details" link on the right side of the screen.
   

The estimated arrival date for this item is displayed in the "Status" column.

If your item does not arrive by the estimated arrival date, you can contact the seller via email. Simply return to this page and clicking the "Contact Seller" button.

At Xumbay.com, purchases are made from other Xumbay.com members. Due to the nature of our site, orders can not be cancelled by the buyer once they are placed. All sales are final.

If you do not wish to keep the item, please consider the option of listing it on Xumbay.com when it arrives.

Alternately, if you would like to contact the seller to work something out you can do so by following the instructions below. Please note that the seller is neither required to cancel the purchase nor issue a refund.

1. Click the My Account link near the top right of the page. You may be asked to sign in.
   
2. Click the Purchases link. Your most recent purchases will be listed on this page.
   • If the purchase in question is not on this page and you have the transaction number, enter it in the "View Transaction:" box and click the "Go" button.
     
   • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by selecting the month and year in which it took place and clicking the "Change" button.
3. Once you've located the purchase, click the corresponding "Details" link on the right side of the screen.
   
4. Click the "Contact Seller" button. This will take you to the "Contact a Xumba.com Seller" form, which you can use to send an email to the seller.

You can contact the seller using Xumbay.com's Email Forwarding System to resolve this issue.

1. Click the My Account link near the top right of the page. You may be asked to sign in.
   
2. Click the Purchases link. Your most recent purchases will be listed on this page.
   • If the purchase in question is not on this page and you have the transaction number, enter it in the "View Transaction:" box and click the "Go" button.
     
   • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by selecting the month and year in which it took place and clicking the "Change" button.
3. Once you've located the purchase, click the corresponding "Details" link on the right side of the screen.
   
4. Click the "Contact Seller" button. This will take you to the "Contact a Xumbay.com Seller" form, which you can use to send an email to the seller.

If you do not hear back from the seller or you are unable to resolve the issue, you can return to this page and click the "File Claim" button.

If your item was purchased before February 28, 2003, and you used Xumba's Buyer/Seller Communication system to contact the seller prior to February 28, 2003, you can file a Buyer Protection Report by following these steps.

Every Xumbay.com Buyer is covered under the Buyer Protection Policy for the first $750 of every purchase, subject to the policy guidelines.

If you have a problem with your textbook, we first ask that you contact the seller directly through email to try and find a resolution. To contact a seller, sign in following the steps below.

1. Click the My Account link near the top right of the page. You may be asked to sign in.
   
2. Click the Purchases link. Your most recent purchases will be listed on this page.
   • If the purchase in question is not on this page and you have the transaction number, enter it in the "View Transaction:" box and click the "Go" button.
     
   • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by selecting the month and year in which it took place and clicking the "Change" button.
3. Once you've located the purchase, click the corresponding "Details" link on the right side of the screen.
   
4. Click the "Contact Seller" button. This will take you to the "Contact a Xumba.com Seller" form, which you can use to send an email to the seller.

We strongly recommend that you send a copy of this email to your self, and you may do so by clicking the radio button next to the comment "Send me a copy of this email."

You may contact a seller via Xumbay.com's email forwarding system only once you have successfully completed a transaction with that seller. Once you have completed a transaction you may contact the seller about the transaction for up to 60 days.

When you use the email forwarding system, Xumbay.com will send the seller an email with your comments/questions, information about the transaction and your reply email address.

If you and the seller are unable to amicably resolve the dispute with your order, we then recommend that you file a Buyer Protection Claim. Please note that this form is only accessible after you have contacted the seller via the steps provided above. To file a Buyer Protection Claim please follow the same steps above and click on the "File Claim" button on the Details page. Please carefully review the information located on that page and follow the instructions.

At Xumbay.com, purchases are made from other Xumbay.com members. Because of this, we cannot change the shipping method after an order has been placed. Sellers are required to ship items within 24 hours of confirmation, so it is usually not possible to contact a seller prior to their shipping the item.

Prior to purchasing an item, you can check the shipping methods supported by the seller. Simply click the seller's User ID, and the seller information page will be displayed. This page will display the shipping methods the seller supports.

If you believe the seller has not yet shipped your item, you may attempt to contact them by following the instructions below. Please understand, however, that they are not required to comply with your request to change the shipping method.

1. Click the My Account link near the top right of the page. You may be asked to sign in.
   
2. Click the Purchases link. Your most recent purchases will be listed on this page.
   • If the purchase in question is not on this page and you have the transaction number, enter it in the "View Transaction:" box and click the "Go" button.
     
   • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by selecting the month and year in which it took place and clicking the "Change" button.
3. Once you've located the purchase, click the corresponding "Details" link on the right side of the screen.
   
4. Click the "Contact Seller" button. This will take you to the "Contact a Xumbay.com Seller" form, which you can use to send an email to the seller.

You can contact the seller using Xumbay.com's Email Forwarding System to resolve this issue. Just follow these steps:

1. Click the My Account link near the top right of the page. You may be asked to sign in.
   
2. Click the Purchases link. Your most recent purchases will be listed on this page.
   • If the purchase in question is not on this page and you have the transaction number, enter it in the "View Transaction:" box and click the "Go" button.
     
   • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by selecting the month and year in which it took place and clicking the "Change" button.
3. Once you've located the purchase, click the corresponding "Details" link on the right side of the screen.
   
4. Click the "Contact Seller" button. This will take you to the "Contact a Xumbay.com Seller" form, which you can use to send an email to the seller.

 

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