FAQ

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!

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.

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.

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.

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.

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 cost:

• You should see a banner at the top which lets you know how much you need to spend if your country qualifies for free shipping.
• Orders over $175CAD will qualify for free shipping in North America.
• Shipping will range from $10-30CAD depending on your quantity of items and address.
  
• Shipping prices will be displayed at checkout, just enter your address to check!

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

Shipping destinations:

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

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.

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. United Kingdom

United Kingdom: 20% VAT is paid at checkout. Orders over 135 Pound sterling may attract additional import duties. Notice 143, packages may not be delivered until additional charges are paid.

3. International shipments outside of Canada & USA

Your order may be subject to import duties and taxes, which incur once a shipment reaches your country. Please note that XXL & CO LTD. does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. The general amount for duties and taxes fee is about 20% of the dollar amount of the merchandise. For more information, please contact your local customs office for specific amounts and percentages. Keep in mind that we are not responsible for paying additional charges for customs clearance and we’re not able to reimburse you for duties and taxes paid upon delivery. Customs policies vary widely from country to country. Please note on rare occasions customs agents may delay delivery of some packages.

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

Learn the differences between our collection of scrunchies and hair claws in our size guide here. Designed to last for all different types of hair. Thick, thin, short, long we've got a scrunchie or hair claw for you.

As we always say — go big or go home.

Introducing our handmade collection of over 300 Scrunchies—coming in XXL, Mini, and XXS size—all lovingly handmade right here at our cozy warehouse in Belleville, Ontario! Our dedicated team and my family pours heart and soul into every scrunchie we create. From choosing the perfect fabric to cutting, sewing, tying, inspecting, testing, and finally adding our signature paper tag—every step is done with passion and precision by us. Curious about our scrunchie-making adventures? Check out our behind-the-scenes studio vlogs on our YouTube channel, Instagram, or TikTok, and see the magic unfold!

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!

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

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!

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

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.

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.

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!

We currently do not take custom orders.

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!

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

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!

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.

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

Now offering private, in-person shopping appointments at our warehouse in Belleville, Ontario. See our online collection in reality! This is by appointment only. Learn more here about booking a shopping appointment. 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.

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.

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.