Frequently Asked Questions

FAQ

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My order

PLACING AN ORDER

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for your XXL goods - we will ship your package within 4-7 business days.


Our XXL support team is always happy to guide you at any step!

CAN I UPDATE MY ORDER?

Kindly note that as our team works hard to get your order ready to ship as soon as possible, we may not be able to cancel your order upon request.


If your order has not yet been fulfilled please contact us at support@xxlandco.com with your order number and details on the change.


Your order cannot be updated if it has already been fulfilled.

CAN I CANCEL MY ORDER?

Kindly note that as our team works hard to get your order ready to ship as soon as possible, we may not be able to cancel your order upon request.

If your order has not yet been fulfilled, it can be fully refunded. Please contact us at support@xxlandco.com with your order number and we can take care of it for you!

Your order cannot be refunded if it has already been fulfilled.


Can I refuse my shipment?

Should you choose to refuse the delivery of your order to avoid duties and taxes or if you change your mind, you will be responsible for the return shipping fee charged to XXL & CO LTD. This amount is dependent on your country. If you want to make any adjustments to your address, please be sure to reach out to us at support@xxlandco.com before your order is shipped.

WHAT IS MY ORDER STATUS?

Once you place your order, you will receive an order confirmation within 15 minutes. After your order has shipped, you will receive a shipping confirmation email. Your order can take 3-5 business days to be fulfilled. A friendly reminder that business days do not count as holidays and or weekends. All packages are shipped through Canada Post.


If you did not receive an order confirmation after placing an order, contact XXL Support to verify your email address.

WHERE CAN I FIND MY ORDER NUMBER?

If you have an XXL account, simply log in and select “My Orders” in the drop-down menu under your name. There, you can find the order number! If you haven't created an account, no worries! You can create one anytime with the same email address used to place the order.


With every order we send an order confirmation email, which is sent to the same email used to make the purchase. Be sure to check all inboxes as it can make its way to junk/spam folder.

HOW CAN I TRACK MY ORDER?

Already have an account?

First, log into your XXL account at any time and select "My Orders" to review your order status. Once your order is packaged and ready to ship, you’ll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.


Keep in mind that orders shipped with Standard Untracked shipping will not have a tracking number and have a 9-12 business days transit time.


Don't have an account?

No worries! You can use the same email address that you placed your order with to create an account and it will appear under "My Orders".


Tracking numbers are automatically sent as soon as your order is packed! Once the courier picks up the package and scans it into the system, the tracking number can be used to see the information about your order. If the order was packaged on the weekend, it will be updated the next available business day!

Shipping

HOW MUCH IS SHIPPING?

Shipping cost:

  • Orders over $99CAD will qualify for free shipping in North America.
  • Orders over $99CAD outside of North America will be charged for shipping depending on your chosen delivery method and country. Full price will be displayed at checkout. 
  • Orders under $99CAD will be charged for shipping depending on your chosen delivery method and country. Full price will be displayed at checkout

Due to the high volume of shipments at this time, shipping couriers are unable to guarantee estimated delivery dates.

WHERE DO YOU SHIP?

Shipping destinations:

  • We ship worldwide!
  • Shipping time might vary depending on location, shipment method and other factors.
  • Shipping options will be shown at checkout.


HOW IS MY PACKAGE SHIPPED?

XXL & CO LTD. ships through standard letter mail with Canada Post. This can take anywhere from 7-21 days (excluding weekends and holidays). Expedited and Priority shipping options are available at checkout! 

Our delivery times are only estimated and are not guaranteed. They will always be estimated in business days (excluding weekends and holidays). Once the packages arrive in the hands of our shipping provider, arrival times are out of our control and in the hands of the shipping service that has been selected. 

Neither XXL & CO LTD. and Canada Post are responsible for lost packages if your shipping address is entered incorrectly. 

XXL & CO LTD. is not responsible for lost or stolen packages.

Learn more about our shipping policy.

DUTIES AND TAXES

1. Canada

Duties and taxes applied at check-out according to the state/province of the shipping address.


2. United States

Duties are included. Taxes are applied at check-out according to the state/province of the shipping address.


3. Other international shipments

There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that XXL & CO does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.


Foreign Transaction Fees

XXL & CO does not charge additional fees other than the total amount owed for the order. Other fees applied by your bank are not under the control of XXL & CO. We are based out of Canada and our ‘home’ currency of Canadian dollars will show up on the final receipt.


International taxes might be applied depending on your country's taxes policy.


Customs duty is calculated as a percentage of the customs value of the goods:The percentage or rate varies depending on the type of goods. 


You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

The customs value is made up of:

  • the price paid for the goods
  • the insurance cost
  • the shipping cost

Product care + details

WHAT ARE YOUR SCRUNCHIES SIZES?

XXL and MINI. Our XXL is 4x the size of a regular scrunchie and is approximately 6” in diameter, while our MINI is 1.5x the size of a regular scrunchie and is approximately 4” in diameter.

As we always say — go big or go home.

HOW ARE XXL SCRUNCHIES MADE?

XXL Scrunchies are 100% handmade. We have a dedicated team that puts a lot of love and care into creating every single scrunchie. You can see our behind-the-scene studio VLOGS on our YouTube channel.

I HAVE SUPER THICK HAIR. WILL YOUR SCRUNCHIES WORK FOR ME?

Absolutely! Many members of our XXL fam have told us that they love our scrunchies because they hold up their thick, waist-long hair. The XXL scrunchies definitely live up to their name! Check out our XXL FAM reviews here to see for yourself!

HOW MANY TIMES WILL AN XXL SCRUNCHIE WRAP AROUND MY HAIR?

Depending on the thickness of your hair, you can expect XXL Scrunchies to wrap around approximately 2-3 times.

MY SCRUNCHIE LOOKS A BIT DIFFERENT FROM THE PICTURES.

We try our absolute best to keep our pictures on our website and social media as accurate as possible. However, scrunchie colours can vary slightly in different lighting!

HOW DO I WASH MY SCRUNCHIES?

You can find all information about how to properly wash your scrunchies here.

WHO IS BEHIND XXL?

We’re so happy you asked! XXL Scrunchie was created by our founder, Tina, and it all began as a Christmas gift for her cousin Anh Lan. You can read more about our story here.

MY SCRUNCHIES HAVE STARTED TO TEAR. WHAT DO I DO?

We’re happy to repair your scrunchies for you. Just ship them to XXL & CO and we will repair them and ship them right back. Please email us here to let us know and please include a photo of the scrunchie in question.

THE SCRUNCHIE THAT I WANTED IS SOLD OUT! WHEN WILL IT BE BACK IN STOCK?

Restock times vary!

While there are many reasons, restock times are largely dependent on the availability of the specific fabric. We source our material locally from many different locations, and sometimes we buy their remaining stock of a particular fabric. Sometimes these fabrics come back in stock and, unfortunately, sometimes they don’t! 

You can sign up for email notifications underneath each sold out product to be the first to know when it would be restocked!

DO YOU MAKE CUSTOM ORDERS?

We currently do not take custom orders.

Review & Rewards

WHERE CAN I SIGN UP FOR XXL REWARDS TO EARN POINTS AND REDEEM FOR DISCOUNTS?

You can earn points on your next order as soon as you sign up! Click here or the XXL Rewards icon to the bottom right of our website to log in or sign up to start earning now!

WHERE CAN I LEAVE A REVIEW?

Just find your product on our site, scroll down and you will see an option to leave your review!

P.S. Leave a photo review and get an instant 10% off code emailed directly to you.

Returns & exchanges

RETURNS

Unfortunately we are unable to accept returns, but if you have any problem with your items, please contact us at support@xxlandco.com to open up a conversation on how we may address your concern. We are always happy to help!

APPAREL EXCHANGE POLICY

Your 100% satisfaction is important for us. We offer a 15-day Exchange Policy on our apparel only:

  • Timing: we have a 15-days Return & Exchange Policy, since the day item was received.
  • To be eligible for an exchange, goods must be unused, undamaged 
  • For exchanges, please email support@xxlandco.com with the subject ‘Exchange’ and include your order number, name and the reason for the exchange.
  • Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when shipping goods to avoid "lost packages" situations.
  • Please note that customers are responsible for shipping costs of exchange items.
  • When item is received and inspected, customer receives a confirmation email, notifying about the status of the exchange.

Where to find us

WHERE ARE YOU LOCATED?

We are based at 250 Sidney Street in Belleville, Ontario in Canada.

DO YOU HAVE A PHYSICAL XXL & CO. STORE THAT I CAN VISIT?

Our location is reserved for production and fulfillment of online orders. You can order online or directly from one of our lovely stockists who carry our products in their stores. You can find their information here and contact them directly to see what they have in stock.

CAN I CARRY XXL PRODUCTS IN MY STORE?

We’re so happy that you’re interested in helping us share our products with the world! 

We’re currently focusing on growing and developing our business, and so we’re not currently taking on new wholesale applications. However, if you’d like to be contacted once we begin looking for new partners, please contact our XXL Support Team.

ECO-ALLIANCE

XXL & CO LTD. is part of the Eco-Packaging Alliance with noissue—noissue contributes to global reforestation. With every order we make for our packaging they plant a tree in areas of need.