Frequently Asked Questions
Drop off / Pick up Options for Ontario
Ontario customers that opt to drop off and/or pick up their order in person, please see our available hours listed below:
9AM to 4PM (EST)
9AM to 4PM (EST)
9AM to 4PM (EST)
9AM to 4PM (EST)
9AM to 4PM (EST)
Please send us a message on our live chat, or call us toll-free at 1-888-712-2525 to confirm your drop off and/or pick up time.
How do I ship my part to your facility for repair?
Please refer to our page “How to place and order” here.
My order has not arrived on time but I paid for overnight shipping. Will I be refunded?
If your package had a time guarantee but did not arrive on time, please contact our customer service team at 1-888-712-2525. We will open a case to the courier. If the courier provides us with a refund, we will pass it along to you. It is typically only one way shipping that ever gets refunded.
Delays due to bad weather or customs are out of our control and will not be refunded.
Delays due to an error on our end will be addressed on a case by case basis, and it will be at the discretion of XeMODeX on how to proceed.
Are international shipments subjected to Duties and Taxes?
Shipments leaving XeMODeX across international borders (other than US)
Almost all shipments crossing international borders are subject to the assessment of duties and taxes imposed by the importing country’s government. These fees are the sole responsibility of the receiver. The shipping charges by XeMODeX do not include these fees. XeMODeX shipping charges only cover transportation costs.
A shipment’s duty and tax amount may be based on: Product value, Trade agreements, Country of manufacture, Use of the product, and/or the products Harmonized System (HS) code.
Customs officials assess duties and taxes based on the information provided on the air waybill, the commercial invoice, and other relevant documents.
Inbound Shipments to XeMODeX
The modules coming in inbound to XeMODeX are coming in for repair, and are valued as used defective parts ($10 each). Should you decide to ship the part on your own and/or declare the value of the part at more than $10, customs will charge us duties and taxes based on the dollar value that you have declared. Any fees incurred will be the sole responsibility of the shipper. Once we have received the bill confirming the total amount of charges and before anything is processed, we will email you a copy of the charges we have incurred to ensure you are aware of what will be charged.
Do you ship packages during the Holidays?
No. Our shipments are sent through an external courier, so please keep that in mind when you are placing an order during the Holidays. 2023 Holiday closure dates for Canada and US:
New Year’s Day – January 1
Family Day – February 20
Good Friday – April 7
Victoria Day – May 22
Canada Day – July 1
Civic Holiday – August 7
Labour Day – September 4
Thanksgiving Day – October 9
Christmas Day – December 25 (observed)
Boxing Day – December 26 (observed)
*These dates may vary depending on your Province
New Year’s Day – January 1
Memorial Day – May 29
Labor Day – September 4
Thanksgiving Day – November 23
Independence Day: July 4
Christmas Eve – December 24
Christmas Day – December 25
*These dates may vary depending on your State
What happens if the courier has lost my package?
If your order was lost during delivery, please contact us to make a claim. Resolutions are handled on a case by case basis and are very dependent on what part was lost.
What happens if my part is damaged when I receive it?
If your part is damaged upon arrival, please contact us to report your problem so we can rectify the issue. We will work with the courier to ensure your damage claim is reviewed and processed. Further resolutions are handled on a case by case basis and are very dependent on what part was lost.
Since many issues are intermittent, or can only be tested while the module is inside a working vehicle, there can never be a 100% guarantee that a defective module will fault during our testing process. If the module does not fault, we will contact you with the test results. You will be provided with recommendations from our technicians based on the faults that you provided. In some cases, the options provided may incur additional cost. You will have the option to either proceed with one of the provided recommendations, or have the module sent back to you without proceeding with the service. If you decide to have the module shipped back to you without service, we will refund the service cost minus a $75 test fee. Please note that shipping costs cannot be refunded.
My product is defective but still under warranty. What do I do?
In the case that our product becomes defective, XeMODeX Inc, at it’s own discretion, will repair or replace the defective part. Customer’s must submit a Warranty Claim Form found here to start a warranty claim prior to sending the unit to us. In the case that the part is not repairable and no direct replacement is available, XeMODeX Inc will refund the original purchase price, less the cost of shipping.
Lifetime Limited Warranty coverage applies to the original purchaser and is valid for as long as he/she owns the vehicle. Subsequent owners are covered for a period of one year from the original purchase date of the XeMODeX product/service.
I want to start a warranty claim. Can I call instead of submitting a warranty claim form?
We encourage the warranty claim form to be filled out for several reasons. First and foremost is efficiency. Having the information properly submitted for review will lead to a faster resolution than a phone call.
We understand that the form may not be accessible to everyone, so if you can not submit the form, please call our technical support line and explain the issues you’re seeing. Please have as much information ready as possible.
What is your Return Policy?
XeMODeX Inc. manufactures and repairs highly advanced electronic automotive components, most of which are permanently programmed to a particular vehicle and become unusable and unsellable when returned. New parts can also be damaged by another malfunctioning part.
It is the sole responsibility of the purchaser to have the vehicle properly diagnosed prior to purchasing any one of our products or ordering any of our repair services. If you install our part in the car and still have the same symptoms, the chances are that a fuse was blown by the old defective part. Please consult our online trouble-shooter and FAQ questions. XeMODeX Inc. reserves the right to repair or replace the part. In cases where the part is unrepairable and no direct replacement is available, XeMODeX Inc. will refund the original purchase price, less the costs of shipping. No other refunds will be given.
Please see here for more information regarding our warranty and return policies.
Are there any reasons why my warranty may be voided?
XeMODeX Inc, at it’s own discretion, will void your warranty if other components directly affect the performance of a XeMODeX replacement part.
• Overcharging alternator
• Short in the vehicle causing damage to the XeMODeX part
• Vehicle has been involved in an accident
• Natural disasters (Fire, Flood, Lightning, etc.)
• Part was removed and installed in another vehicle
• Vehicle was used in competitive racing
Other scenarios in which the warranty may be voided:
• Original core was not returned back to XeMODeX Inc within 30 days from the date of the purchase
• Direct evidence that the unit was tampered with (broken warranty seal is cut or tampered with)
What is a core fee?
We charge a core deposit fee to ensure the old defective part is sent back to us. Our business relies on steady core supply so we can remanufacture and resell these units, therefore keeping prices low. We even provide you with a pre-paid shipping label to make this process as convenient as possible.
How do you refund the core deposit fee?
After your core return package arrives at our facility, we will issue a credit directly to your credit card within 10 business days. A refund transaction email will be automatically sent to you. Your credit card company will need some time to process on their end which typically takes a few business days. After which the refund will appear on your credit card statement.
Can I cancel my order?
To cancel an order before the shipment is processed, please contact our customer service staff toll-free at 1-888-712-2525. We do not accept cancellations during the shipping period, even if the shipping takes longer than expected. The shipping times indicated are for reference purposes, and XeMODeX Inc. does not have control over any courier shipment delays that may occur once your package leaves our facility.
Why is there another charge from XeMODeX Inc only for a few dollars on my credit card statement?
Some credit card companies charge an international transaction fee. This is usually 1% or 2% of the total charged. The charge is displayed as from XeMODeX Inc. While this is the most likely case, if you see any charge by XeMODeX Inc that you did not authorize, we encourage you to contact us as soon as possible so we can help you sort it out. We take your credit card security very seriously.