FAQ

Frequently Asked Questions

Welcome to Xellvo. Here are answers to some of the most common questions about our footwear, ordering, shipping, returns, payments, and customer support.

General Questions

What does Xellvo sell?

We offer a selection of men's footwear for different occasions and activities. Our products may include casual sneakers, walking shoes, sports shoes, running-inspired footwear, leather shoes, loafers, and other everyday footwear.

How do I choose the right shoes?

Please review the product description, available sizes, product specifications, and size information provided on the individual product page before placing your order.

If you are unsure about a product or sizing information, contact us before placing your order.

What types of footwear do you offer?

Our collection may include:

  • Men's casual sneakers

  • Walking shoes

  • Sports and running shoes

  • Breathable mesh sneakers

  • Leather casual shoes

  • Slip-on loafers

  • Business-casual shoes

  • Unisex sports footwear

Product availability may vary.

Do you offer different sizes and colors?

Available sizes, colors, and product options vary by product. Please check the individual product page for the options currently available.

Orders

How do I place an order?

Select the product you want, choose any available options, and click Add to Cart. When you are ready, proceed to checkout and enter your shipping and payment information.

After your order is submitted, you will receive an order confirmation email.

Can I change or cancel my order?

If you need to change or cancel an order, contact us as soon as possible at help@xellvo.com.

We will try to accommodate your request, but an order may not be able to be changed or canceled after it has entered processing or been shipped.

How do I know if my order was received?

After placing your order, you should receive an order confirmation email containing your order number and purchase details.

If you do not see the email, please check your spam, junk, or promotions folder.

Shipping

Do you offer free shipping?

We currently offer free standard shipping within the United States on eligible orders.

How long does shipping take?

Our estimated timeframe is:

Processing: 1–3 business days
Transit: 5–7 business days
Estimated total delivery: 6–10 business days

These are estimates and actual delivery times may vary depending on the destination, carrier, weather, seasonal volume, and other circumstances outside our control.

When will my order ship?

Orders placed before our 5:00 PM Eastern Time order cut-off may begin processing on the same business day.

Orders placed after the cut-off time, on weekends, or on holidays will generally begin processing on the next business day.

Which shipping carriers do you use?

Depending on the order and destination, shipments may be handled by carriers such as:

  • USPS

  • UPS

  • FedEx

  • DHL

The carrier may vary depending on the shipment.

How can I track my order?

Once your order has shipped, tracking information will be sent to the email address provided during checkout.

You can use the tracking number to check the shipment status with the applicable carrier.

What if my package is delayed?

Delivery dates are estimates and can be affected by carrier delays, weather, holidays, high shipping volumes, or other circumstances outside our control.

If your tracking information shows a delay, please contact us if you need assistance.

Returns & Refunds

Do you accept returns?

Yes. We offer a 30-day return policy for eligible products.

Items generally need to be unused and unworn, in their original packaging, and in the same condition in which they were received.

How do I request a return?

Contact us at:

help@xellvo.com

Please provide your order number and explain why you would like to return the product.

Do not send a product back before receiving return instructions from us.

Can I return shoes that have been worn?

Products that have been worn, used, damaged, modified, or returned without the applicable original packaging may not be eligible for return unless the product is defective or we sent the wrong product.

Please review our Return and Refund Policy for complete details.

What if I received a damaged or incorrect product?

Contact us as soon as possible after receiving your order.

Please provide your order number and, when applicable, photos of the product and packaging. We will review the issue and determine the appropriate resolution.

How long does a refund take?

After we receive and inspect an eligible return, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method. Please allow up to 10 business days for refund processing, followed by any additional processing time required by your bank or payment provider.

Payment

What payment methods do you accept?

Available payment methods may include:

  • Visa

  • Mastercard

  • American Express

  • Discover

  • Shop Pay

  • PayPal

  • Apple Pay

  • Google Pay

Available options may vary depending on your device, browser, location, and payment provider.

Is my payment information secure?

Payments are processed through secure payment providers and Shopify's checkout infrastructure.

We do not request or store your complete payment card information through ordinary customer support communications.

Why might my order require additional verification?

For payment security and fraud prevention, certain orders may require additional verification.

We may contact you using the information provided during checkout to confirm order or payment details.

Customer Support

How can I contact Xellvo?

You can contact us using:

Email: help@xellvo.com
Phone: (848) 227-4276

Address:
Xellvo
301 Blair Rd # 120
Avenel, NJ 07001
United States

What information should I provide when contacting support?

For order-related questions, please provide your order number, the email address used for the order, and a brief description of your question or issue.

For product or sizing questions, provide the product name, size, color, or other available product information whenever possible.

Still Have Questions?

We're happy to help.

Email: help@xellvo.com
Phone: (848) 227-4276

Xellvo
301 Blair Rd # 120
Avenel, NJ 07001
United States