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✈ Free worldwide shipping on all orders over $100

Support: info@9xsense.com

Customer Help

Our happiness team is always here to assist.

Orders and Shipping

HOW LONG WILL IT TAKE TO SHIP MY ORDER? Orders from our store typically take 2 to 3 business days of processing time* depending on the product type and our current volume. Shipping time for order:
Shipping methodDelivered byShipping time (USA)
Standard ShippingFedEx/UPS 3 ~ 5 business days
  • Custom products might take an additional 1-2 business days.
  • Due to the Covid 19 pandemic, shipping time might take an additional several days.
  • All order from 100$ will be free shipped
I NEED HELP WITH A LATE ORDER If your order has not arrived after 15 business days (domestic) and 25 business days (international), please contact customer service. WHAT SHOULD I DO IF I MADE A MISTAKE OF MY ORDERS? You can update your order (including changing size, color, quantity or shipping address) if your request is submitted within 12 hours after the order is placed with us. Please immediately contact us and our team will gladly resolve all of your concerns! CAN I CANCEL AN ORDER? You can cancel an order within 12 hours of placing it. After that, the order will be sent into production. We cannot cancel orders once the printing process has begun. PAYMENT What type of payments do you accept? We accept Visa, Mastercard, American Express, Discover, JCB as well as Paypal. When will my card be charged? Just after your order has been successfully placed. HOW IS QUALITY ASSURANCE PROCESS? Based on the known issues and properties of each product, our QA specialists list the criteria we want to test for the product:
  • Product type
  • Origin: workshop, testing date…
  • Variant
  • Colors
  • Material – use trial product and describe it
  • Size
  • Use – use trial product and describe it
  • Smell – use trial product and score it
After that, we put these criteria into the testing form, each element can be scaled on a scale of 1 to 5 (from bad to good) and note. Each product needs to pass this testing process and reach a minimum score of 80 before being packed and sent to you. HOW SECURE IS MY PERSONAL INFORMATION? We adhere to the highest industry standards to protect your personal information when you checkout and purchase from our online store. Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored. How much does shipping cost? Shipping costs vary depending on the shipping destination and the number of items that you purchase. You can get a calculation of your exact shipping charges by adding items to your cart, proceeding to checkout, and entering your mailing address. The shipping cost will automatically update and display in your total costs. Shipping fees are based also on the size, weight, and number of the packages in order. Larger products and additional items will incur slight shipping surcharges. Total shipping charges are shown on the checkout page. Can the order be delivered to multiple addresses? We do not offer shipping to multiple addresses for a single order. If you would like items delivered to multiple addresses, please place those orders separately. Will I be charged VAT taxes? The shipping options (in the chart below) will have duties and taxes already included up front. This means that you won’t have to pay the courier directly when the packages arrive.

Returns and Exchanges

COVID-19 UPDATES Due to COVID-19, we are experiencing shipping delays to certain regions. Shipping times may be longer than usual. We are working closely with our couriers and we are monitoring the situation regularly to ensure as little disruption as possible to our valued customers. Thank you! RETURN, EXCHANGE & REFUND The following criteria must be met in order to be eligible for an exchange, return, or refund.
  1. Returns must be postmarked within 30 days of the original order date.
  2. Item(s) returned for a refund will incur a 25% restocking fee.
  3. Item(s) must be new, unused, and in their original packaging, along with all accessories.
  4. Item(s) must be accompanied by the packing slip generated from the return process noted above.
  5. Item(s) must be returned via a traceable shipping method with delivery confirmation and the customers must provide tracking id of their returning item(s).
  6. All shipping costs must be pre-paid by the party returning the merchandise (i.e. the customer).
  7. Returned items eligible for a refund will be refunded for the cost of the item returned only, minus the 25% restocking fee. We do not refund shipping costs.
PLEASE NOTE: If a return is denied based on the above criteria, we will NOT automatically call and/or return the item to you. RESTOCK FEES Item(s) returned for a refund will incur a 25% restocking fee. DISCONTINUED ITEMS Unfortunately, discontinued items can’t be returned. We always let you know during checkout if any of your purchases are ineligible for return. INCORRECT ADDRESS & UNDELIVERABLE PACKAGES Packages that are shipped to an incorrect address provided by the customer during the order process may be subject to an additional $25 charge if the address must be changed by the courier to be deliverable. Orders that have been deemed undeliverable by the courier are subject to a $25 charge. Undeliverable orders include but are not limited to: orders for which the customer provided an incomplete or incorrect address; instances in which the customer is not available for delivery; orders for which the customer fails to provide a P.O. Box or full physical address; and instances where the order is refused by the customer. DEFECTIVE ITEMS If there is a problem with your order, contact customer service within 14 days of the original order date. While we do everything we can to ensure that you receive the product(s) you ordered in the condition you expect, there are unpredictable variables in every shipment. We will do our best to ensure that the issue is resolved to your satisfaction, and replacement items will be shipped using the same method as the original order. LATE OR MISSING REFUNDS If you haven’t received a refund yet, first check your bank account again.  Then contact your credit card company, it may take some time before your refund is officially posted.  Next, contact your bank. There is often some processing time before a refund is posted.  If you’ve done all of this and you still have not received your refund yet, please contact us at info@9xsense.com SALE ITEMS Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. EXCHANGE We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@9xsense.com RETURN AND EXCHANGE RESTRICTIONS To qualify for returns or exchanges, the following items MUST be in their original, unopened packaging and must not have been worn, used or altered in any way. If you have any questions regarding Returns, Exchanges, or our Return Policy, please contact us via email at info@9xsense.com. Thank you for shopping with 9xsense.com!
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