XenoSales.com Customer Service
Frequently Asked Questions
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If you want to add items to your auction win - just go thru our checkout at
www.PayXeno.com - you will be able to add items (if we have them in stock) and our
system will calculate the multiple shipping/handling discount automatically.
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To place a new order, just go to our WebSite at www.PosterDen.com
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We have compiled this information so that you can quickly have the information you
require. While we would like to personally talk with or write to every customer, this
is not possible. After all, this is an Online Sales company and we service over 1200
customers a week...
This e-mail SHOULD answer most of your questions. If you feel it does not, please
call us at the phone number listed at the end of this email. We do want to resolve
all issues.
Before the Sale:
1) Can I get more information on this item?
All of the information we have is given in the auction details. As the condition of
the item and starting price of some items vary, it is best to look at the details for
the specific auction/item you are interested in.
Please re-read all the auction details. Be assured if the item has any special
features we will have it listed in the auction details.
If a poster is double sided, it will say double sided in the auction details.
Paying for an item:
1) How do I pay for my item?
In order to get your amount for purchase you have to go through the automated check
out in the auction. There you enter all your info and it will add up your charges for
you, including any discounts for multi-item shipping, International Shipping, etc.
You can pay via paypal or credit card thru our automated payment system at
www.payxeno.com or you can mail a money order or check (15 day hold for checks) to:
Xenosales
P.O.Box 53369
Albuquerque.N.M. 87153
2) Can I pay through PayPal without going through your checkout?
No, we have had too many issues where we did not receive all the information required
to credit payments and ship items, therefore, all people paying via Paypal must go
through checkout. This reduces the number of mistakes and delays and in the end,
provides our customers with the best possible service.
3) I sent off payment, but you do not show me as paid in your system?
There are several potential reasons as to why you have sent payment, but it has not
been posted. Some include:
- Post office mis-delivered or lost your check.
- Not enough info was provided to match your payment with your purchase.
- Human/Computer error on our or your part.
Regardless, we will need proof of payment before shipping your order out.
If you paid by Check or Money Order, please fax us a copy of the front AND BACK of
your cleared payment (not a copy of the receipt) - Our fax number is 505-247-3353.
If you paid by Credit Card, please fax us a copy of your statement showing the
payment. Our fax number is 505-247-3353.
If you paid by Paypal, please call us at 505-242-2906 with the PayPal Information you
used to make payment.
We go to great lengths to ensure all payments are promptly and accurately credited,
and many times problems are caused by external sources. We will work with you to
resolve all issues fairly. Your understanding in this matter is greatly appreciated.
4) I have received a Non-Paying Bidder Notice, what do I do?
If we do not receive your payment within approx. 10 days from the end of the auction,
we will automatically file a Non Paying Bidder Notice with eBay. Due to eBay's time
frame, we cannot make exceptions to this policy.
IF we do not receive your full payment by approx 20 days after the auction close, then
a Final Non Paying Bidder Notice will automatically be sent to you and eBay. If an
E-Bay buyer receives (Final Value Fee - Non Paying Notices), eBay can/will suspend
their account, so please pay your balance quickly so this does not happen.
If you receive a Non Paying Bidder Notice, please send us payment
immediately. If you receive, a Final Value Fee - Non Paying Bidder Notice, there is
nothing to be done at that point except to be sure to pay all your future transactions.
Order Not Received:
1) I think my order should be here, but it isn't. What should I do?
You can view your order status by going to www.PayXeno.com and entering your eBay
E-mail address and eBay item number.
If the status does not indicate that your order has been paid for, please refer to
Paying for an Item, #3.
If the status is "shipped", then we shipped your order. If you do not receive the item
within 30 days after your payment cleared please call us at 505-242-2906
Received wrong or damaged item:
1) My item arrived damaged. What do I do?
If the box and item is damaged, this obviously occurred during shipping.
UPS REQUIRES that the receiver of the package contact UPS and file a claim with them
(1-800-PICK UPS), since you have the damaged item & can explain the damage to them and
the item has to be inspected at YOUR LOCATION.
DO NOT send the package back to us, this will VOID any insurance coverage for the
damage.
Note: We cannot ship out the replacement, until we receive confirmation from UPS about
the damaged item.
2) I received the wrong item. What do I do?
Please CALL us about the problem at 505-242-2906
General and Miscellaneous:
1) I won this auction, but now I... :
On all auctions, you should read the terms BEFORE you bid. We list all of our terms
including Shipping and Handling charges to anywhere in the world, very clearly in all
of our auctions.
As per eBay policy, when you win an auction it is your obligation to pay for the
auction including Shipping and Handling charges. We do NOT make exceptions to this
policy.
2) Can you ship my package through someone other than UPS?
We have used other carriers in the past and simply had too many complaints.
We will only ship via UPS (for Continental U.S. customers) for more
reliable service.
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Our cost of shipping/handling is based on the following costs:
1. UPS: Our cost from UPS is approximately $6.50 within the USA for 1 Poster,
Calendar, etc.
(We use UPS because eBay, PayPal, Credit Card Companies, etc. ALL require that we have
proff that shows the item was sent out & delivered.)
2. Packaging: it cost us approximately $1.60 for a Heavy Duty Poster Tube. We also
have special boxes made to ship Calendars in, to prevent damage.
3. Labor: We have employees that have to package the item, and they all have to get
paid.
4. Misc: We have to pay for all of the following items, Tape, Foam Peanuts, Plastic
pouches (to put the invoice in), etc. (each one may not cost much but they all add to
the cost.
5. Warehouse: We do Not count the cost of maintaining a real warehouse (such as rent,
heat, lights, phone, computers, people to answer phones & email, etc) this all has to
come out of the selling price of the item.
When everything is said and done, we basically break even on our costs of
shipping/handling.
We work very hard to get each item, packaged correctly & properly (to prevent damage),
sent out quickly, and delivered to you with a tracking number, and in very good
condition.
We are a business and we have to pay our employees and our expenses.
We can not, & do not, try to compete with people that do this part time and do not
consider that their time has a value, and can go from store to store to get boxes from
the trash, etc.
We could be much smaller and our costs would be less, but then we probably would not
be able to offer the item for sale that you just purchased.
I hope this clarifies our costs of shipping/handling, and that you can understand why
we ship the items the way we do.
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This e-mail SHOULD answer most of your questions. If you feel it does not, please
call us at (505)242-2906 Tuesday, Wednesday, & Friday (10:30am-4:30pm MST) - We do
want to resolve all issues!
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