Support
Customer FAQ
Answers for common Crossmall orders, shipping, duties, returns, refunds, and tracking questions.
Orders
After checkout, customers receive an order confirmation email with the order number, current payment status, shipping address, and item summary.
Shipping
US launch orders are prepared after payment confirmation. Standard shipping timing and free-shipping thresholds follow the published shipping policy and the checkout shipping snapshot.
Tracking
Tracking details are added after fulfillment creates a shipment. Customers can use the carrier tracking number once the label is active and carrier scans begin.
Duties and taxes
Import duties, taxes, and customs fees depend on destination rules. Checkout and order records show duties, taxes, incoterm, and landed-cost estimates when provider quotes are configured.
Returns
Eligible items can be requested for return within the published return window. Returned items must meet the item condition rules before restock or refund approval.
Refunds
Refunds are recorded after approval and, when a return is required, after the item is received and inspected. Refund timing depends on the original payment provider.
Damaged, wrong, or missing items
Customers should contact support with the order number, affected SKU, package photos, and a short issue summary so the team can verify the shipment and choose replacement, return, or refund handling.
Support
Customers should include their order number, account email, tracking number if available, and issue summary when contacting support about shipping, refunds, duties, or account access.