FAQ

When will products be restocked?

We are doing everything we can to get ALL products back in stock! There are a number of different factors that impact product availability. We do not have a specific date for when products will be back in stock.

 

When products are scheduled for relaunch they will be announced at least one week prior via instagram and on our website. We recommend signing up for restock email alerts on each product page for the product you are looking to purchase. Customer service is not able to provide any further information on when product restocks will occur.

Returns and Exchanges

We want you to love your XMONDO products. If you are not completely satisfied with your purchase, please reach out to our customer service team at customerservice@xmondohair.com with the following information:

  • Name
  • Order number
  • Products you would like to return

We accept returns for unopened or lightly used products within 30 days of the original purchase.

 

We accept returns for clothing that is unworn and unwashed within 30 days of the original purchase.

 

We do not offer returns for gift cards.

 

We do not cover shipping costs for returned items or refund original shipping costs. All refunds will be credited to the original form of payment.

 

Return address:

XMONDO Hair
40 FM 1960 W
#250
Houston, TX 77090

 

XMONDO Hair reserves the right to refuse any return or refund.

Can I get an appointment with Brad?

Brad does not have availability for appointments or hair consultations at this time. Please do not contact customer service for an appointment with Brad.

Can you ship to my country?

We currently ship to the United States. Unfortunately, we are not able to ship our products to additional countries at this time.

 

We sincerely value our customers and want to make sure each order is a positive buying experience. Currently, we are not able to guarantee on time delivery, cost effective shipping options, and support for various international customs questions. We are actively working with distributors to make XMONDO products available in more countries. Customer service is not able to provide any further information on when international shipping will be available or make any delivery exceptions. Products are only available at xmondohair.com and xmondocolor.com.

What should I do if my package is lost or stolen?

Please reach out to us at customerservice@xmondohair.com within 15 days of the expected delivery date. Lost or stolen packages must be reported within 15 days of the expected delivery date.

Where is my order?

Pre-fulfillment: If your order has not been fulfilled, there is no tracking information available. We typically fulfill orders within 12-48 business hours depending on order volume and time the order was received. As soon as your order is fulfilled a shipping confirmation email with information on how to track your package will be sent to your email.

Pre-shipment: if your tracking number lists the package as pre-shipment please allow 24-72 business hours for it to be scanned by a shipping provider. If your package is in pre-shipment for longer than 24-72 business hours please contact customerservice@xmondohair.com with your order number and full name.

Lost Package: if your tracking number has not updated in 4-5 business days please contact customerservice@xmondohair.com with your order number and full name. We do not offer refunds for lost packages.

Tracking marked as delivered: if your tracking number for your package states it has been delivered, please allow three business days for your package to be delivered. Most lost packages show up within 24-72 hours after the tracking number is marked as delivered. If you do not receive your package 3 business days after it has been marked as delivered please contact customerservice@xmondohair.com with your order number and full name.

Failed Delivery: if your order says your delivery was failed please reach out to the shipping provider to arrange for redelivery.

Returned to sender: if your order is returned to sender please please contact customerservice@xmondohair.com with your order number and full name to get a refund or reshipment.

What should I do if my package is damaged?

We are so sorry to hear your package was damaged in transit! Please reach out to customerservice@xmondohair.com with your name, order number and products that were damaged. Please include a photo of the damaged products if possible!

What if I need advice for my hair?

Take our hair quiz to determine what products are ideal for your hair type and needs.


If you have a question about our products and how they are best used, please reach out to customer service at customerservice@xmondohair.com for more information.

Are international customers responsible for paying customs duty and taxes?

You are responsible for any fees, duties, or taxes required by customs unless a duties paid shipping option is selected at checkout. 

How much will my order cost?

Your order will cost the total of all products, applicable taxes, and shipping fees.


Shipping and handling charges are based on the carrier selected, shipping destination, and weight of the package.


For USPS priority mail and first class mail, rates are based on the weight of the package and final destination. Rates can be found on the USPS website at https://pe.usps.com/text/dmm300/Notice123.htm.


For Fedex 2-day shipping, the cost is $12 for domestic shipments to the contiguous United States and $17 for shipments to Alaska and Hawaii.

Do you have a discount for professional cosmetologists?

We do not have a professional discount or wholesaling options available. Products are only available for purchase at xmondohair.com

Where can I learn more about XMONDO Hair?

Check us out on instagram @xmondohair and @xmondocolor.

How can I contact XMONDO support?

We are here to answer any additional questions at customerservice@xmondohair.com. Emails will be answered within 24-48 hours Monday through Friday.

What forms of payment do you accept?

We accept online payments from Visa, Mastercard, American Express, Discover, Afterpay, Shop Pay, Paypal Express Checkout, Google Pay, and Apple Pay.

My order was delivered later than expected. Can I get a refund for the cost of shipping?

We are not able to guarantee any delivery dates and do not offer refunds for late packages.

Can I cancel my order?

Once your order is submitted, it is sent directly to our warehouse for fulfillment and cannot be canceled.

Can I make changes to my order after it has been placed?

Once your order is submitted, it is sent directly to our warehouse for fulfillment and cannot be changed or modified. Please ensure all information is correct before submitting your order.

When will I receive my order?

We fulfill most packages within 24-48 hours during business days (M-F). Fulfillment times are longer during holidays and promotions and are not guaranteed. Once your order is fulfilled, it is picked up by the shipping carrier and sent according to the shipping method selected at checkout. Please note, any estimates of shipping speed start from when the order is picked up by the shipping carrier and only apply to business days (M-F). We are not able to guarantee any delivery dates and do not offer refunds for late packages.




Subscription FAQ's

General Information

What is Auto Replenishment?

XMONDO allows customers to get their favorite products delivered on a scheduled basis. It’s an easy service and can be updated anytime at your convenience. You will receive a discount on your Auto Replenishment orders. You can skip, cancel, and update the processing date at any time. Modifications to your subscription should be made 2 business days prior to the shipment date.

How do I join Auto Replenishment?

To join, you must have an account on our website. You can create a new subscription via the product page by selecting it from the drop-down menu. You choose the frequency and then checkout when you are all set. You do not have to sign up for all the items in your cart, you can select which products are one time purchase and which products you would like to receive on a subscription.

What will happen after I join Auto Replenishment?

Once you join, you will get a confirmation email notifying you of your newly set up subscription. You will be charged each time your subscription order is set to process and ship. A reminder email will be sent to you 3 days before the order gets processed. If an item is out of stock, you will be notified, and the subscription will not be processed.

What types of payment are accepted for Auto Replenishment?

Subscriptions are to be processed with a credit card or debit card payment. The default card on your account will be used as the automatic payment method each time the subscription gets processed.

How to update or change your subscription

Can I add products to my auto shipment?

Yes! You can add items to your subscription order by following the steps below:

  1. Log into your XMONDO account.
  2. Click ‘subscriptions’ tab.
  3. Click the box ‘add product’.
  4. Make adjustments to the product.
  5. Click ‘Add Product’.

Can I skip a delivery?

Yes! You can skip a delivery by following the steps below:

  1. Log into your XMONDO account.
  2. Click ‘subscriptions’ tab.
  3. Click ‘delivery schedule’.
  4. Bottom right corner, click ‘skip’.

How can I cancel my subscription?

Yes! You can cancel your subscription at any time by following the steps below:

  1. Log into your XMONDO account.
  2. Click ‘subscriptions.’
  3. Click ‘Actions’ on the item you wish to cancel.
  4. Select ‘Cancel’ from the menu.
  5. Choose cancellation reason.

How can I update my billing information?

Yes! You can cancel your subscription at any time by following the steps below:

  1. Log into your XMONDO account.
  2. Click ‘Subscriptions’ tab.
  3. Click ‘Edit.’

I moved; how can I update my shipping address?

Yes! You can cancel your subscription at any time by following the steps below:

  1. Log into your XMONDO account.
  2. Click ‘Subscriptions’ tab.
  3. Click ‘Shipping addresses.’
  4. Select the address you want to use or ‘Add new shipping address.’
  5. Follow prompt to update.

Am I able to change the subscription date?

Yes, you can absolutely change the subscription date to any date you prefer.

  1. Log into your XMONDO account.
  2. Click ‘subscriptions’ tab.
  3. Click ‘Edit’
  4. You can click on the ‘Next Charge Date’ box, and select the new date on the calendar.
  5. Complete it be clicking the box ‘Update next shipment date’