Shipping, Delivery & Taxes
Last updated: July 13, 2026
Shipping Policy
- All XILUGS products are handcrafted and dispatched from Vietnam. Because many items are made to order, the processing time shown on the relevant product page or order confirmation applies before shipment.
- After placing an order, you will receive an order confirmation containing your order number, purchased items, total amount and shipping address. Once your order has been dispatched, we will send a shipping confirmation with tracking information when available.
- Shipping fees are charged per order, not per item. Adding eligible products to the same order will not create an additional base shipping charge.
- Customers are responsible for providing a complete and accurate delivery address. XILUGS is not responsible for delays, failed delivery or additional charges caused by an incorrect or incomplete address supplied at checkout.
- Import duties, customs charges, VAT and other destination-country fees are not included in our shipping prices unless clearly stated at checkout. These charges, when applicable, are the customer's responsibility.
Personalization options offered on the product page are included free of charge unless a paid upgrade is clearly displayed. Please check all names, initials, numbers, logos, colors and other customization details carefully before submitting your order.
Shipping Zones & Rates
Flat-rate international shipping
| Shipping destination | Shipping fee | Personalization | Tracking |
|---|---|---|---|
| United States | US$10.00 | Free | Provided when available |
| Canada | US$17.00 | Free | Provided when available |
| European Union | US$15.00 | Free | Provided when available |
| Middle East | US$20.00 | Free | Provided when available |
| Other destinations | Calculated at checkout | Free on eligible options | Provided when available |
Note: Shipping time begins after production is complete and the parcel has been handed to the carrier. Delivery estimates are not guarantees and may be affected by customs processing, weather, holidays, carrier delays or other circumstances outside our control.
Delivery FAQs
When will my order be shipped?
Most XILUGS products are handcrafted or made to order. The applicable processing time is shown on the product page or in your order confirmation. Shipping transit time starts only after the order has been completed and dispatched.
Is personalization really free?
Yes. Personalization options marked as available on the product page are complimentary unless a specific paid upgrade is clearly shown. Customized details are produced from the information submitted with your order, so please review spelling, measurements, colors and layout carefully.
Who pays import duties and taxes?
The recipient is responsible for any import duty, customs charge, VAT, brokerage fee or local tax imposed by the destination country. These fees are collected by the relevant authority or carrier and are not included in the XILUGS shipping fee unless expressly stated at checkout.
How do I track my order?
After your order has been dispatched, you will receive a shipping confirmation email containing the tracking number or tracking link when tracking is available. You may also sign in to your XILUGS account and review the status of your recent orders.
What happens if I entered the wrong address?
Contact XILUGS as soon as possible. We may be able to update the address before dispatch, but changes cannot be guaranteed once production or shipment has begun. Any reshipping, return-to-sender or address-correction costs caused by incorrect customer information may be charged to the customer.
What should I do if tracking shows delivered but I cannot find the parcel?
Check with household members, reception staff, neighbors and the local carrier first. If the parcel still cannot be located, contact us with your order number and tracking information so we can assist you in opening an inquiry with the carrier.
Need Help?
For shipping questions, please contact XILUGS through the contact information shown on our website and include your order number whenever possible.