FAQ

  • WHAT FORMS OF PAYMENT DO YOU ACCEPT ON XCEL ONLINE?

    We accept PayPal, Visa and MasterCard credit cards.

  • DO YOU SHIP INTERNATIONALLY?

    No. At this stage we only offer express shipping within Australia. For more details on our shipping policy and prices please visit out shipping page by clicking here.

  • WHEN WILL MY ORDER SHIP?

    Packages should be received within 1-2 working days for metro areas, and between 2-4 days for regional areas. Estimated delivery time for bulky orders is 1-7 days and for regional areas from 7-14 days. A shipping confirmation email will be sent when your order leaves our warehouse. Please note; Fridays, weekends, national / state/ region public holidays and peak periods may affect dispatch and shipping times, please contact customer service, PH: +61 2 8074 5978.

  • HOW MUCH DO YOU CHARGE FOR DELIVERY?

    Delivery cost & shipping times within Australia (Please note: We cannot ship to Christmas Island) We are pleased to offer free Australian shipping on all orders over $100.00 (unless stated otherwise) using StarTrack Premium. For orders under $100.00, we charge a $11.99 flat-rate for shipping using StarTrack Premium. Packages should be received within 1-2 working days for metro areas, and between 2-4 days for regional areas. Estimated delivery time for bulky orders is 1-7 days and for regional areas from 7-14 days. A shipping confirmation email will be sent when your order leaves our warehouse. Please note; Fridays, weekends, national / state/ region public holidays and peak periods may affect dispatch and shipping times. Due to recent Covid-19 circumstances, you may be experiencing delays due to overwhelming volumes. We apologise for any inconvenience these delays may cause and thank you for your continued patience. Unless selected otherwise at the billing/shipping page of the check out, our parcels ship authority to leave, so if it is safe to do so, the courier will leave the package in a safe place at your premises. If you do not feel that your package will be safe or know you won’t be home at the time of delivery, please do not nominate the authority to leave as our parcels do not ship with transit cover. If it has been more than the specified days since you placed your order and you have not received your shipping confirmation, please contact the Customer Service team before placing your order so that we can assist you.

  • I’M TRYING TO LOCATE MY ORDER. HOW DO I TRACK MY PARCEL?

    We aim to dispatch all orders placed before 2pm AEST (working days only) the same day. You will receive a shipping confirmation email as the order is processed through our despatch system and this email will contain your tracking number. You can enter this tracking number at www.startrack.com.au Tracking data will not update until later that night, so don’t be worried if your tracking link doesn’t work right away. If you have any further questions regarding shipping, please visit our shipping page click here) or contact customer service by clicking here.

  • WHY IS MY TRACKING INFORMATION NOT APPEARING?

    Once your package has shipped, it may take up to 24 hours for the tracking information to appear on the carrier's website. If it has been more than a few days since receiving your shipping confirmation and you do not see tracking information, please contact our Customer Service Centre here.

  • HOW ARE YOUR PRODUCTS DELIVERED?

    Xcel Online uses Star Track Premium for all regular sized orders. All bulky items are sent using Star Track Road Express. Regular sized orders placed before 2pm AEST (business days) will usually be received between 1-2 working days for metro areas, and between 2-5 working days for regional areas. Please allow between 1-7 days for a bulky item to be delivered (7-14 days for regional areas). Please note that these time frames are estimates only.

  • DO I NEED TO STAY HOME TO ACCEPT MY DELIVERY?

    A signature will be required upon delivery of your package. If you will not be present to accept your delivery or you feel that your address is unsafe, we recommend shipping your order to an alternate address, such as your work place or contact our customer care team to discuss.

  • I ORDERED THE WRONG STUFF. WHAT DO I DO?

    We can not amend an order once it is placed. We only have a small time frame in which we can cancel the order. Please call us as soon as possible on 1300 113 529 if you would like to cancel. We can not guarantee that we can process a cancellation. If items have been processed in the system or shipped, xcel-wetsuits.myshopify.com reserves the right to refuse order cancellation or charge a cancellation fee should we able to request the return of the package from our delivery service.

  • MY ORDER HASN'T ARRIVED.

    Please contact customer service here or by calling 1300 113 529

  • CAN I EXCHANGE AN ITEM?

    We do not offer exchanges. If you wish to exchange a product, you will need to return the unwanted product for a full refund and place a new order for the items you would like.

  • I'VE SENT SOME ITEMS BACK FROM MY ORDER. HAVE YOU RECEIVED THEM?

    Please allow up to 7 days for your item to be received if sent via regular post. If you return your items via Express Post they will normally arrive to our warehouse within 1-3 days and be processed within 48 hours for refund. Depending on your banking institution, funds will generally drop back into your account within 3 - 5 business days from the time the refund is processed through our system. You will receive an email from our returns department to notify you when the return has been processed. Please check your inbox to see if you have received this email from us.

  • MY ACCOUNT

    For all information on how to set up and manage your Xcel account, follow this link! MY ACCOUNT

  • I NEED HELP WITH THE SIZING OF A PRODUCT. WHERE DO I FIND THIS INFORMATION?

    All products on the site have a Size Chart link on the product page, located on the right-hand-side . By clicking this link you will be taken to the relevant sizing information. xcelwetsuits size guide These size charts are only a guide, but can give you a better idea of what size you might be. If you would like specific sizing information for a product you can email customerservice@xcelwestsuits.com.au and one of our team can measure your requested item and get back to you.

  • WHERE CAN I LEARN MORE ABOUT XCEL?

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