FAQs

Here are answers to the most common questions about our products, orders, shipping, and services. If you don’t find what you need, contact support@xingstone.com for personalized assistance.

1. Do you offer free international shipping?

Yes! We provide free worldwide shipping to most countries, including the US, Canada, Australia, UK, Germany, France, and Japan. The order price includes all logistics, packaging, customs duties, and VAT—no hidden fees. For remote areas or large-size products, shipping follows our [Shipping Policy](link to your shipping policy page).

2. Can I customize stone products (size, material, design)?

Absolutely! We offer flexible customization for most products (side tables, lamps, bathroom accessories, etc.). You can choose:
  • Stone type (marble, travertine, onyx, granite, etc.)
  • Size (custom dimensions to fit your space)
  • Finish (polished, matte, honed)
  • Details (carved edges, embedded accents)
  • Process: Email us your requirements → We send a 3D preview for approval → Production starts after confirmation.
  • Customization time: 10-45 business days (varies by complexity).

3. How do I track my order?

Once your order is dispatched, we’ll send a tracking number and query link to your email (usually within 3-10 business days for regular products, 10-45 days for custom items). You can track it via:

4. What if my product arrives damaged?

Stone products are professionally packaged (wooden frame + moisture-proof film) to avoid damage. If your item is cracked, chipped, or broken:
  • Take clear photos/videos of the product, packaging, and shipping label within 48 hours of receipt.
  • Send them to support@xingstone.com with your order number.
  • We’ll offer a free replacement or full refund (excluding return shipping) after verification.

5. What are the return conditions?

You can request a return within 14 days of receipt if:
  • The product is unused, undamaged, and in original packaging.
  • It’s not a custom product, bulk order (3+ units), or small accessory (e.g., stone soap dishes).
  • Return shipping costs are borne by you, and a restocking fee may apply (see [Return & Refund Policy](link to your return policy page) for details).

6. How to care for natural stone products?

To maintain their durability and beauty:
  • Clean with a soft cloth and mild soapy water (avoid abrasive cleaners or acidic substances like vinegar).
  • Wipe up spills immediately to prevent staining.
  • Avoid heavy impacts or sharp objects (natural stone may scratch if hit hard).
  • For marble products, apply a stone sealer annually to protect against stains.

7. What payment methods do you accept?

We support secure payment methods:
  • Credit/Debit Cards (Visa, Mastercard) – processed via Shopify Payments with SSL encryption.
  • PayPal – secure third-party payment (no need to share card details).

    All payment data is encrypted and never stored on our servers.

8. What is your warranty policy?

All stone products come with a 1-year warranty from the delivery date, covering manufacturing defects (e.g., uneven polishing, material flaws). The warranty does not include:
  • Damage from misuse, accidents, or improper installation.
  • Natural wear, color changes, or texture variations (unique to natural stone).
  • For warranty claims, contact us with your order number and defect photos.

9. Why do stone products have slight color/texture differences?

Natural stone (marble, travertine, etc.) has unique veining, speckles, and color variations—this is not a defect, but a sign of authenticity! We do our best to display product images accurately, but monitor settings and natural stone characteristics may cause minor differences. Custom orders include a 3D preview to confirm details before production.

10. How long does it take to receive a custom order?

Custom product delivery time = Customization Time + Shipping Time:
  • Customization: 10-45 business days (standard customization: 10-20 days; complex designs: 20-45 days).
  • Shipping: 5-25 business days (core Europe: 5-15 days; US/Canada: 10-25 days).

    We’ll notify you of any delays due to production or logistics.